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SCLR Tech Editor
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February 22, 2013 at 1:49 pm
I had this problem earlier in another thread (https://eventespresso.com/topic/confirmation-emails-and-invoices/#post-31244), but can’t add new comments to that thread so I had to start another.
I am still having problems with duplicate emails. I had a user email today, complaining that he received 3 registration confirmations. Looking at my emails, I have 8 confirmation emails with the same person and registration ID. Now I’m worried he will receive 5 MORE emails. Is there anything I can check or do to prevent multiple emails from being sent to me and my users?
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Garth
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February 25, 2013 at 9:56 pm
Can you clarify something for us?
- Did the attendee in question only register/purchase one ticket?
- What version of WERE you using at the time of your original post, and which version are you using NOW?
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SCLR Tech Editor
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February 26, 2013 at 10:11 am
Yes, he only registered once. This happened 4 days ago, so we were (and are currently) using version 3.1.30.7P.
Please let me know if you find anything. Thanks!
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Chris Reynolds
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February 26, 2013 at 10:59 am
I’m creating a ticket so we can test this on our servers. In the meantime, can you send login information via the form here so we can cross reference on your site and see if there’s something specific that’s happening on your site if we aren’t able to reproduce it on our test servers?
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SCLR Tech Editor
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February 26, 2013 at 11:37 am
I submitted the login information form, with some info on the registrants this happened with. Also, while going through my registration confirmation emails, I noticed two people that I received an email for, but who are not appearing in the list of registrants. If you could look into that as well, I would appreciate it.
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Chris Reynolds
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February 27, 2013 at 10:40 am
I’m still looking into your site, but one thing I noticed right away is that you have Event Espresso set up to send 2 emails to attendees who pay. You have both “Send payment confirmation emails” set to “Yes” as well as “Send registration confirmation emails before payment is received” set to “Yes”. This means that your attendees will get one email before paying and another one after payment is complete. Since you have both free and paid options in your event, I’d recommend setting the payment confirmation email to No — they’ll get an email from PayPal once their purchase is complete anyway.
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Chris Reynolds
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February 27, 2013 at 10:49 am
I looked at the attendees who received multiple emails and I didn’t see anything odd about them other than the problem described above.
I also looked for the attendees you received a notification for, but I don’t see those in the raw database at all. The only explanation I can think of is that they must have been deleted. The record for attendee ID # 117 is missing, but 116 and 118 both exist and those were registered on 2/26, so if I had to take a guess, I’d say the missing record from yesterday was probably #117. I’m guessing the same would be true for the other one, but I’d need to know the date you received the email to confirm.
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SCLR Tech Editor
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February 27, 2013 at 2:57 pm
Thanks for looking into these issues for me. I changed the setting so that attendees will not receive a payment confirmation email from us; however, I still think there is a bug in there somewhere. As I mentioned, I received multiple registration confirmations (not just the attendees), and in one instance, I received 7 such emails for one person. Also, as to the attendees not appearing in the database, I don’t think they were inadvertently deleted. I’m the only one who has been using the EE plugin, and I know I didn’t delete the missing person from 2/26. I have deleted a couple of entries, but these were duplicates or test registrations.
Will you be doing any more investigation on our website, or should I go ahead and delete the user account I created for you?
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Chris Reynolds
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February 27, 2013 at 3:03 pm
Everything else that I tested seemed to be working fine and I didn’t see any indication of anything else going on. What you could try is turn on full debugging (which will create a ridiculously large log file) on the General Settings page, so if it happens again, we can at least go back in the log and try to figure out what happened with that registration.
I’m done for now, so you can go ahead and delete the account and just keep an eye on it and let us know if it happens again.
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SCLR Tech Editor
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February 27, 2013 at 3:25 pm
Thanks for the suggestion, I’ll turn on full logging – but our event is this week so (hopefully) we won’t encounter any more problems between now and then. Can you tell me where that log will be kept, so I can delete it after the event?
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Chris Reynolds
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February 28, 2013 at 9:16 am
Yeah, it goes into the /wp-content/uploads/espresso/ folder.
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