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Omar Paloma
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March 8, 2015 at 9:34 am
Testing server ihiphopdance.com
Running wordpress 4.1.1,Event Espresso 4 Core Regular v4.6.14.pEE4 EE4 MailChimp Integration v2.2.2.p EE4 WP User Integration v1.1.0.p EE4 Ticket Scanning v1.0.0.p EE4 Printable Tickets v1.0.1.p
We are trying to evaluate when or if we can switch to ee4 by doing a limited live test.
We have a number of problems with payments
1) failed payments are showing Approved for the ticket but failed for the payment. The registrations page shows paid but you can only see the failed transaction by digging down to ‘view transaction’. I am worried that this means the customer would receive tickets event though their payment is failed. If we are using paper tickets without a scanner (see note), there would be no way of knowing that a ticket was invalid.
2) a lot of incomplete payments
3) a couple of worrying payments with no contact record.
Now I am getting this error when I click on the ‘numeric amount’ of the failed transaction Fatal error: Call to a member function ID() on a non-object in /home/paloma1/public_html/ihiphopdance.com/wp-content/plugins/event-espresso-core-reg/admin_pages/transactions/Transactions_Admin_Page.core.php on line 584 I don’t know what this means.
I have twice found incidents of transactions appearing complete with no contact record associated. One shows no payment in paypal but the other had, in fact, paid in full. I had to spend hours cross referencing paypal to figure out who it was.
I have 73 incomplete transactions – Again everything works when I try tests,so the only way to really check is a live. Then it all falls apart. How do I know if this is because of unreported errors and now, a lost customer.
I’ve had one customer call me and say her payment failed on site but she was charged via paypal.
I have at least one customer show payment approved even though the transaction failed via paypal.
Regarding barcode. In ee3 I could use the iPhone app to scan tickets. I thought that it would work the same in ee4 but apparently that is not the case. It looks like the only possibility is the additional expense of a barcode scanner, which, according to your support info, a standard barcode scanner ‘might not work’ but a more expensive CCD scanner is recommended.
I have upgraded my server to a significantly more expensive VPS
I have tried ee4 and ee3 on your demo sites
I have switched back and forth multiple times between ee3 and ee4
I have paid for VIP membership
I have upgraded to ee3 Business license
I have spent probably 100+ hours testing, searching for info in documentation and forums, and trying to understand your support personnel’s responses which are sometimes excellent, and other times ‘cryptic techy’
Of course I have the option of paying for premium support but at $140/hour with no guarantee that if the problem is with the software not my configuration that I won’t be charged.
We are a small but important player in a very competitive market.
And now I am looking at an event that has, from our ability to track via google analytics and Facebook ads DEMOLISHED ALL PREVIOUS MARKETING results by at least 400%, but I have on 2 registrations with a little more than 1 month to go when normally I would be 50% full, and I am wondering…. is it the software? Have many people tried and simply ‘given up’ Are there hundreds of people out there who ‘think’ they are registered for whom we have absolutely no details……
For sure I feel that I have to disable ALL activity on my limited live demo. and I will be talking with my staff to decide if we have any confidence in Event Espresso.
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Tony
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March 9, 2015 at 8:40 am
Hi Omar,
I’m sorry your having problems, would it be possible for me to take a look at some of these incomplete registrations? I’d like to take a look and see if I can see cause for failed registrations.
If so please send temporary log in details using this form:
https://eventespresso.com/send-login-details/
Are you running any caching plugins (or server side caching)?
Also I’d like to run some test registrations, do you have a test event I can do this on or can I run them on a your main event?
Regarding barcode. In ee3 I could use the iPhone app to scan tickets. I thought that it would work the same in ee4 but apparently that is not the case. It looks like the only possibility is the additional expense of a barcode scanner, which, according to your support info, a standard barcode scanner ‘might not work’ but a more expensive CCD scanner is recommended.
We would have loved to provide a way to use the app with EE4 but unfortunately it just isn’t possible due to the differences between EE3 and EE4. I new framework for the app to communicate with EE4 will need to be created which will take time, the barcode scanning allows users to use the built in functionality within EE4 to scan tickets.
CCD scanners can read barcodes on more surfaces than cheaper models, this isn’t a limitation with EE4 but rather the scanner in use.
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Omar Paloma
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March 12, 2015 at 9:16 am
Hey Tony,
Thanks. I had a second look and it appears at least some of the incomplete bookings are explainable, but today, I had a call from a customer who thought she had completed a book and paid for it on Monday March 9th. there is absolutely no record of her order or attempted order. Yet she thought it was paid and was wondering where her tickets were. So my concern is growing.
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Omar Paloma
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March 12, 2015 at 9:17 am
I have completed your request for log in details. please note that the test server is a different ip to my main server
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Tony
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March 12, 2015 at 11:16 am
1) failed payments are showing Approved for the ticket but failed for the payment. The registrations page shows paid but you can only see the failed transaction by digging down to ‘view transaction’. I am worried that this means the customer would receive tickets event though their payment is failed. If we are using paper tickets without a scanner (see note), there would be no way of knowing that a ticket was invalid.
If you edit your event and check the ‘Default Registration Status’ it is set to ‘Approved’ – http://take.ms/dBO8U
Basically Def Reg Status = Approved means ‘regardless of the payment status, assign this registration to the event’. Approved registrations apply to the sold values for an event so in your case the default should be set to Pending Payment (which is the default setting) so that once a payment is made it will automatically be updated to Approved.
With the setting as it is now, any user that registers onto the event is Approved when they finalize the registration and will received the registration approved (and ticket) message.
2) a lot of incomplete payments
3) a couple of worrying payments with no contact record.
‘Incomplete’ Transactions can happen simply by selecting the tickets then navigating away from the page. So say I select 2 tickets and then I decide I don’t want to register once I get to this step – http://take.ms/9ot3i
An Incomplete Registration with a Failed Transaction will be created, these are used to track the registration and automatically update as more information is available. If the user has not entered any registration info (the step I posted in the screenshot at a minimum) then it will display no contact record, as there was no information to create/assign one.
So the first thing I recommend is to set the Default Registration Status to Approved ‘Pending Payment’ and update the event. Users will then only receive tickets after payment is made.
You are using PayPal Standard (Off-site) if the payments are not listed on your PayPal account then they did not pay so the best place to check is there for discrepancies. Event Espresso does not (it actually can not) remove/alter payments made within your PayPal account. If you view a registration and see the transaction is complete it is likely that user paid, you can view within the transaction for more details then compare that with your PayPal account.
For example if you go to Event Espresso -> Registrations.
Look for the registration with id 196 – http://take.ms/9b8Af
Click on the TXN Date to view the transaction – http://take.ms/qdwC4
It is very likely any registration with a Green TXN Date has actually paid, if the TXN is Incomplete (blue) it is likely that registration is not paid.
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This reply was modified 9 years, 7 months ago by
 Tony. Reason: Strikeout approved
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Omar Paloma
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March 12, 2015 at 2:05 pm
First Tony,,
Wow. Thanks for looking into this. Searching for other options… if I could get this working and switch it.. wow….
But I am confused….
If you edit your event and check the ‘Default Registration Status’ it is set to ‘Approved’ – http://take.ms/dBO8U
So my current status is approved.
so in your case the default should be set to Pending Payment (which is the default setting) so that once a payment is made it will automatically be updated to Approved.
Ok. BUT further down…
So the first thing I recommend is to set the Default Registration Status to Approved and update the event. Users will then only receive tickets after payment is made.
So I am guess that was mistype. I should chance the ‘Default Registration Status’ to Pending Payment Correct?
What about the error message?
Fatal error: Call to a member function ID() on a non-object in /home/paloma1/public_html/ihiphopdance.com/wp-content/plugins/event-espresso-core-reg/admin_pages/transactions/Transactions_Admin_Page.core.php on line 584
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Josh
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March 12, 2015 at 3:26 pm
Yeah that should be Pending Payment. This way, registrations aren’t automatically approved until payment is made.
Re: the fatal error, can you let me know exactly where you’re clicking when you see that error? This information will help us to investigate why that’s happening.
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Tony
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March 12, 2015 at 4:46 pm
Apologies Omar, I must have had ‘Approved’ on the brain 🙂
As Josh mentioned, yes that should be ‘Pending Payment’, I’ll amend my original post for future readers.
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Omar Paloma
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March 12, 2015 at 4:48 pm
Thanks Josh,
Unfortunately I cannot find the specific transaction any longer. It was from a failed transaction where the payment was declined. I believe I was looking at the transactions report. The registration showed approved even though I could find no payment. On editing the transaction I discovered that the payment was declined and the payment amount showed as a’red link’. When I clicked the link the error occurred.
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Omar Paloma
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March 12, 2015 at 4:54 pm
One other thing. Did I correctly understand that for those transactions where no payment was received but the registration shows approved that the registrant would have already received the approved message and ticket? If so I guess that’s a big mess in that the only way to know whether a presented ticket is valid is to use a barcode scanner on each ticket, correct?
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Tony
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March 13, 2015 at 8:11 am
Did I correctly understand that for those transactions where no payment was received but the registration shows approved that the registrant would have already received the approved message and ticket?
Usually yes, emails are triggered when you finalize the registration and reach the thank you page. However we recently discovered using the default registration status = approved with an off-site gateway (such as PayPal Standard) causes no registration emails to be sent (including the ticket). It depends on when you updated Event Espresso.
If so I guess that’s a big mess in that the only way to know whether a presented ticket is valid is to use a barcode scanner on each ticket, correct?
No the registrations need to be manually fixed before then.
As mentioned above because the default reg status was set to Approved on the event, that basically says ‘I want to assign this registration to the event, they have a place and apply to the sold limits of the event….. regardless of the payment status (Transaction status) they can go to the event’
The barcode scanner checks the status of a registration, not the transaction status, so if the registration is approved, the scanner will allow them to check in. It will tell you if they have an amount owing when you scan them in, but will still allow them to ‘check-in’ because they are Approved (which usually only happens if the user paid in full, the event admin manually set that registration to be approved or the default reg status was set to approved)
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Omar Paloma
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March 13, 2015 at 8:34 am
Wow… Well that explains several issues. And that is good news. I decided to purchase the stripe extension to conclude my test. Wish me good fortune!
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Omar Paloma
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March 13, 2015 at 8:42 am
Uh Oh. Error on install. Do I need a new ticket for this?
`Fatal error: Call to a member function get_all_usable_currencies() on a non-object in /home/paloma1/public_html/ihiphopdance.com/wp-content/plugins/eea-stripe-gateway/EE_Stripe_Gateway.class.php on line 60′
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Tony
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March 13, 2015 at 10:07 am
Sorry about that.
We have identified the cause and will push an update to resolve this soon.
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Tony
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March 17, 2015 at 4:30 am
Hi Omar,
Apologies for the delay, we have pushed an update to the Stripe Payment Method that fixes this issue.
Please let me know if you have any further problems.
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