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Emails: not a duplicate!

Posted: April 21, 2021 at 7:18 am


StefC

April 21, 2021 at 7:18 am

Hello, I purchased a license to do one very simple thing: trigger an email with a Zoom link on registration. I’ve created a custom email for the event, and set it to send instead of the default registration approved option, but for some reason these emails aren’t sending. I’ve followed the steps in the other support thread on this topic and no joy. This seems like it should be the simplest feature – I can’t understand why I can’t make it work at all. Any help appreciated. http://www.timelinesongs.org/?espresso_events=sumer-is-icumen-in


Tony

  • Support Staff

April 21, 2021 at 7:27 am

Hi there,

Are you having issues posting on the forum?

I’m asking based on your title as the content of this thread appears to be the same as here (which is 2 threads I’ve merged together):

https://eventespresso.com/topic/emails-not-sending-6/


StefC

April 21, 2021 at 7:36 am

Update: having clicked ‘Send Now’ in the bulk actions, all my messages are now ‘queued for sending’. But they’re not actually sending. Frankly, compared with Eventbrite, I find this function almost impossible to use – it’s so confusing.


Tony

  • Support Staff

April 21, 2021 at 7:43 am

It sounds like you have an issue with WP_CRON on the site. The message queue system I mentioned in your other post relies on it so if thats not working messages wont work through the queue.

Go to Event Espresso -> Messages -> Settings.

Change the ‘Generate and send all messages:’ setting to ‘On the same request’ to set EE not to use the message queue system and send email instantly.

If you then add a new test registration, does it work as expected then?

Frankly, compared with Eventbrite, I find this function almost impossible to use – it’s so confusing.

I’m sorry you feel that way and will pass this onto the team.

Eventbrite being a hosted option means they have full control over the servers in use for their requests.

Event Espresso being a distributed product that you install on your own site/server means we need to cater for all kinds of weird and wonderful server configs.


StefC

April 21, 2021 at 8:45 am

Hi Tony, thanks so much for your swift response. And huge apologies for the duplicate posts. I got a message saying my original post was a duplicate, so I assume it hadn’t worked – it seemed like an error message. I wondered if it was an algorithm looking for duplicate wording, so I was just trying to fiddle the wording of this message to make it post. Sorry! I saw in another forum post on the topic to do this:

Go to Event Espresso -> Messages -> Settings.

Change the ‘Generate and send all messages:’ setting to ‘On the same request’ to set EE not to use the message queue system and send email instantly.

I think that sort of sums up my issues overall. Developer language like ‘on the same request’ is difficult for people like me to make sense of, and I would have thought an obvious assumption would be that emails would send automatically by default when you set them up. And, just generally, clear indications of what you need to do to make obvious things happen are so helpful. Hopefully that’s useful feedback and not just me narking.

Remaining questions:

I would really value an explanation of why each person registering receives multiple emails: one that I have created and another default one which is confusing and not wanted at all.

Also, having fixed the ‘on the same request thing’ (after reading the other forum thread on this subject), the emails seem to be sending automatically now. Phew! But I still can’t get the previous emails (now apparently queued) to send. They’re over a day late now, so I imagine people will be confused.

Thanks again so much for your assistance.


StefC

April 21, 2021 at 8:46 am

(And feel free to delete my other posts – sorry again for the duplication)


Tony

  • Support Staff

April 21, 2021 at 9:17 am

I would have thought an obvious assumption would be that emails would send automatically by default when you set them up.

That all does happen by default, however the default option within EE is to use the Message Queue system which uses WP_CRON (sends ‘on a separate request’). On your site it sounds like WP_CRON is either broken or disabled, it’s a WordPress core feature and not an Event Espresso feature (EE simply uses it).

On your site… go to:

Dashboard (which is the what loads on /wp-admin/) -> Tools -> Site Health.

Leave that open for around 30 seconds for the tests to complete.

Does it show anything related to ‘loopback requests’ or ‘scheduled events’?

And, just generally, clear indications of what you need to do to make obvious things happen are so helpful. Hopefully that’s useful feedback and not just me narking.

We appreciate any and all feedback 🙂

However, the reason we don’t have instructions on setting this up is generally, you wouldn’t need to do anything. Your emails would be set to use the message queue, they would take ~10 mins to send but that’s expected.

I would really value an explanation of why each person registering receives multiple emails: one that I have created and another default one which is confusing and not wanted at all.

Every message template has multiple ‘contexts’ in which it is used.

For example, a ‘Registration Approved’ message has 3 contexts by default. One for the ‘Event Admin’, one for the ‘Primary Registrant’ and another for each individual ‘Registrant’.

Each of those contexts can be edited independently and the reason for that is the details you send to say the Event Admin are likely to be different to the details you want to send to the Registrant.

On your site, you’ve edited the ‘Primary Registrant’ context to include the additional info (I can tell from the email subject).

You likely want to disable that context and add the content to the Registrant context (I’m assuming you want all registrants to get that email, even if they are in a ‘group’?)

Go to Event Espresso -> Messages -> Custom Message Templates.

Find the custom template you created (If you have not given the template a meaningful name, once you’ve found it I recommend changing it so it’s easy to find later).

What I would do now is use the ‘Edit Primary Registrant’ link to open a new tab, and then another for the ‘Edit Registrant’ link so that you can copy details between them – https://monosnap.com/file/hKMyaPS1Ud6o54IatXdRI18Vd4e3Cp

Copy the zoom details from the Primary Registrant template into the registrant template and save (along with any additional changes).

Then back on the ‘Primary Registrant’ tab you opened earlier, click the green toggle switch to disable it: https://monosnap.com/file/LafKwEiPblPM7wGPFpwVlnOpkXoufi

The reason you get 2 emails right now is the ‘Registrant’ email is sending (which is still from your custom template, but has not been edited) AND the ‘Primary Registrant’ email. You only want 1 of those and that’s likely to be the Registrant.

Also, having fixed the ‘on the same request thing’ (after reading the other forum thread on this subject), the emails seem to be sending automatically now. Phew! But I still can’t get the previous emails (now apparently queued) to send. They’re over a day late now, so I imagine people will be confused.

In Event Espresso -> Messages -> Message activity.

In the actions column for these messages is there a ‘Send Now’ button?

If not can you add a screenshot of that page, please?

https://eventespresso.com/wiki/troubleshooting-checklist/#screenshots


StefC

April 21, 2021 at 9:25 am

Oh my goodness, so so helpful! Thanks a million!

Any irritation on my part at not finding EE as immediately intuitive to use as Eventbrite hereby 100% overridden by delight at this swift and effective support – thank you!


StefC

April 21, 2021 at 9:34 am

Re. Q. 2, There is a ‘Send Now’ button, and I already clicked it. But they didn’t send. I can send them individually.


Tony

  • Support Staff

April 21, 2021 at 1:48 pm

You can send them individually using which button?

To send those message you’ll either need to retrigger them (I can guide you through how to do it) or force them to send using the above ‘Send Now’ button on each (as the message queue is now inactive, they won’t send automatically).

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