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EE3 Custom Confirmation Mail Not Sending (only default template)

Posted: August 29, 2017 at 3:46 am


Photo Tour Brugge

August 29, 2017 at 3:46 am

Hi,

Lately when registering for events, my guests are only getting the default email confirmation email, not the custom one I set up

I’m running EE3 and events are generated using the Multiple Event Registration Add-on, “Send custom confirmation emails for this event” is set to yes and a pre-existing mail is selected.

Many thanks! 🙂


Tony

  • Support Staff

August 29, 2017 at 4:14 am

Hi there,

If you create a test event, set the custom confirmation email on that event and register onto using a free ticket do you receive the custom email or default?


Photo Tour Brugge

August 29, 2017 at 4:27 am

Hi Tony,

Thanks for the speedy reply and ran through a test registration as suggested.

It works as it should (I received confirmation with the correct custom template), could it be that I modified an existing event (a series in fact)?

Cheers
Andy


Tony

  • Support Staff

August 29, 2017 at 4:32 am

Try testing the same event above with a paid ticket and confirm you still get the custom email.

It could be from updating a series yes.

With EE3 when you create a series, REM basically loops over and creates multiple events from the first event and the date formula set in the settings. So when updating the series, have you edited that single event that the user is registering onto (where they are receiving the wrong email) to confirm that specific instance of the event has the custom email set?


Photo Tour Brugge

August 29, 2017 at 4:39 am

Hey Tony,

Ran it through with a paid ticket (minus 100% discount of course) on my first reported test so hope that answers that (got a custom confirm).

When I edited the events I was sure to set it to all multiple instances in that series, looks like a loop got tangled. :/

Would prefer to fix this on events already up, but would it be best create a new series of events… Maybe even in EE4 (with me retiring EE3 from my site) as it seems to all be heading that way and multiple events are possible?


Tony

  • Support Staff

August 29, 2017 at 5:12 am

Currently, EE4 does not officially support recurring events.

It’s possible to have some simple recurring setups, with more manual work in EE4 but there is nothing similar to REM right now.

When I edited the events I was sure to set it to all multiple instances in that series, looks like a loop got tangled. :/

It depends on how you have REM setup for the series, are these automatic events or manual?

Which options did you use to update the series?


Photo Tour Brugge

August 29, 2017 at 5:20 am

Ahh my mistake on EE4 & REM being available, must’ve misread something. Unfortunate as it’s basically all that’s keeping me to EE3 right now, with 4 events daily it might be too much to manually enter in.

Currently my EE3 REMs are all set automatically.


Tony

  • Support Staff

August 29, 2017 at 10:33 am

Did you create the events using the default template and then later updated them to use the custom one?

Can I take a look at the series in the admin? If so you can send temporary login details using this form:

https://eventespresso.com/send-login-details/

I’ll need details of the series your editing and the ID of an event that has not updated.


Photo Tour Brugge

August 29, 2017 at 2:33 pm

Hey Tony,

I created using the custom mails (not template), and for the initial problem, think I found a fix:

I went to a repeating (already active but wrong-mailing) event and added a single space to the event description itself, then saved it along with the rest of the events in that chain.

That fixed it, confirmed by 2 test bookings and full custom mails in my inbox with everything set as it should be.

Happy to let you poke in the admin side, reply to confirm and I’ll fill the form. Thanks for the help of setting Murphy’s Law in action. 😉


Tony

  • Support Staff

August 31, 2017 at 12:42 pm

Whilst I could look within the admin, I’m not going to change any of the settings on your Event series as it’s very easy to completely change your series and not knowing your events it’s very easily missed.

As updating each single event worked it sounds there was an issue with the settings when the update was made to the series and not all of the series was updated.

Which version number of REM are you using?

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Status: closed

Updated by  Tony 2 years, 2 months ago ago

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