Support

January 16, 2020 at 9:13 am

Hi there, I’m one of the admins for jonbernie.org.

We’ve always had two or three events available for signups on our site, via EE and Paypal Express with no issues.

However, we noticed a couple days ago that EE wasn’t sending us or the attendee a confirmation email when they signed up. We had to log into EE and review the registrations to see that someone new had signed up.

Yesterday, another attendee also attempted to sign up and ended up emailing us that she was having issues. We checked the registrations and saw that three people had actually signed up successfully (including her), but no one was getting emailed any signup confirmation, not us either.

So a small group of us banged around the site and saw that we were sporadically getting error messages in the signup process. Sometimes we were able to get to the PayPal page with no issues, but 1/3 to 1/2 the time, we’d get met with this error message:

“An error has occurred: It appears the Off Site Payment Method was not not configured properly. Please try again or contact <email> for assistance.”

But, most of the time we’d be able to get through to PayPal, either on another attempt, or simply waiting a few seconds and hitting the “Finalize Registration” button after the error went away.

It’s all very confusing, obviously. One of the other admins has started looking into updating the PayPal API keys in EE. But we’re not sure if this will address the issue.

Trolling through the Logs, I’m noticing that we’ll get a variety of errors:
“Error occurred while trying to setup the Express Checkout.”
“Error occurred while trying to get payment Details from PayPal.”
“Error occurred while trying to Capture the funds.”

And sometimes in one transaction an attendee will get one or two of these errors and then the transaction will successfully go through.

What could be going on?

We recently added the Facebook Pixel plugin, and I also applied a couple of custom CSS fixes to our WordPress theme that affects the visual presentation of the event pages, but I can’t think of anything on our end that could be creating this issue. There have been people, including us, who have been able to successfully sign up with no issues since these changes, so we’re really not sure what the problem area is.

Any advice is appreciated, thanks!