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Allen
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December 17, 2019 at 9:37 am
Hello, I have been using EE for several years now, for an annual event we produce. I have never seen this problem – but now it has happened twice (that I know of).
It appears that some entries are not appearing in my “Registrations” area.I can find it in Paypal when I search by customer email, but it is not appearing in my EE Registrations.
Not sure what you need to help me figure this out. But this is sort of urgent. I only know of 2 people it has happened to – because we have the names set to automatically appear on our website (ex: https://superbilliardsexpo.com/events/warmup2020/) — you’ll see if you scroll down to “Registered Players” …. the people realized their name was not there, and contacted us. So, I don’t know if has happened to others and they just haven’t noticed it yet – but, this can cause a big problem, as you may imagine.
Can you advise?
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Allen
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December 17, 2019 at 10:05 am
OK, just went back and double checked – its only happened to one person so far, that I can tell. He has just written to me so many times about it, I thought it was a new person.
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Josh
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December 17, 2019 at 10:21 am
Hi Allen,
May I ask which PayPal payment method are you using? If you’re not sure you can go to Event Espresso > Payment Methods and review the activated payment methods there.
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Allen
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December 17, 2019 at 10:40 am
Looks like I have PayPal Express Activated
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Josh
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December 17, 2019 at 11:28 am
Can you check the Event Espresso > Transactions page to see if their transaction is included there?
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Allen
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December 17, 2019 at 12:56 pm
I checked, it is not
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Josh
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December 17, 2019 at 1:03 pm
Do you have the date and time of the payment on PayPal? If so, can you go to Event Espresso > Messages and check for whether there were any emails sent for that payment and/or registration?
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Allen
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December 17, 2019 at 1:18 pm
I do not see any messages triggered to this registrant
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Josh
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December 17, 2019 at 1:38 pm
any messages just after the time of payment?
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Allen
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December 17, 2019 at 1:53 pm
I see some same day, and again a few days later… we don’t take entries daily, so, thats not unusual
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Josh
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December 17, 2019 at 2:04 pm
You could check the messages that were sent on the same day and see if they match the one from the PayPal payment. The point I’d like to make here is you might have a paypal payment where the payer has a different name than the registrant.
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Allen
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December 17, 2019 at 2:27 pm
That is not the case here. I can also see where this registrant paid from last year’s event as well. for some reason, he is not showing up as registered after making payment on May 14th. The last payment of his shows from November of 2018. But I can see both in Paypal
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Allen
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December 18, 2019 at 8:22 am
Any thoughts?
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Josh
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December 18, 2019 at 8:38 am
It’s hard to say what’s happened between now and May 14. Do you have a backup of the site’s database from around mid May?
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Allen
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December 18, 2019 at 9:21 am
No, and I didn’t know it happened right away because we accept entries all year, and unless someone brings it to my attention, I don’t cross check the paypal log with the entries in the EE registration database
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Josh
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December 18, 2019 at 9:35 am
The best time to start taking backups (I’d recommend daily backups) is today. There are more than a few excellent options for setting up automated backups. There are free plugins that use a service like Dropbox, or a very simple to use service like VaultPress make it easy to have regular backups.
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Allen
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December 18, 2019 at 10:30 am
Thanks, I have backups done automatically by my host – but I can only go back 30 days … maybe more if I contact them, but, I don’t really have time with all that. I was hoping you could offer some insight as to why this guys entry was never recorded. Seems to be an anomally. I hope there are not more like him, I don’t know how to even check
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Josh
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December 18, 2019 at 11:33 am
Without a database backup from mid May it’s only a guess that the entry was never recorded. It could be that the entry was recorded and something has changed since then.
Having a good backup solution in place allows for having a better idea of what may have gone wrong.
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