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Error selling tickets – don't send transactional mails

Posted: August 19, 2020 at 9:56 am


midnightfestival

August 19, 2020 at 9:56 am

Hello.
We detect that a lot of times, the customer doesn’t receive the transactionals mails, or maybe don’t get the “ticket notice” transactional mail.

I happens around 40% of times.

I check server log and say that:

[19-Aug-2020 13:01:46 UTC] ----------------------------------------------------------------------------------------
[2020-08-19 13:01:46] Exception Details
Message: Something went wrong and we're unable to display your ticket. Please contact the event organizer to get your ticket.
Code: EED_Ticketing - _generate_tickets - 578
File: /usr/home/midnight.es/web/wp-content/plugins/eea-ticketing/EED_Ticketing.module.php
Line No: 578
Stack trace:
#0 /usr/home/midnight.es/web/wp-content/plugins/eea-ticketing/EED_Ticketing.module.php(527): EED_Ticketing->_generate_tickets(true)
#1 /usr/home/midnight.es/web/wp-content/plugins/event-espresso-core-reg/core/EE_Module_Request_Router.core.php(241): EED_Ticketing->run_approved(Object(WP_Query))
#2 /usr/home/midnight.es/web/wp-content/plugins/event-espresso-core-reg/core/EE_Module_Request_Router.core.php(181): EE_Module_Request_Router->_module_router('EED_Ticketing', 'run_approved')
#3 /usr/home/midnight.es/web/wp-content/plugins/event-espresso-core-reg/core/EE_Front_Controller.core.php(227): EE_Module_Request_Router->resolve_route('ee', 'ee-txn-tickets-...')
#4 /usr/home/midnight.es/web/wp-includes/class-wp-hook.php(287): EE_Front_Controller->pre_get_posts(Object(WP_Query))
#5 /usr/home/midnight.es/web/wp-includes/class-wp-hook.php(311): WP_Hook->apply_filters(NULL, Array)
#6 /usr/home/midnight.es/web/wp-includes/plugin.php(544): WP_Hook->do_action(Array)
#7 /usr/home/midnight.es/web/wp-includes/class-wp-query.php(1779): do_action_ref_array('pre_get_posts', Array)
#8 /usr/home/midnight.es/web/wp-includes/class-wp-query.php(3448): WP_Query->get_posts()
#9 /usr/home/midnight.es/web/wp-includes/class-wp.php(624): WP_Query->query(Array)
#10 /usr/home/midnight.es/web/wp-includes/class-wp.php(747): WP->query_posts()
#11 /usr/home/midnight.es/web/wp-includes/functions.php(1285): WP->main('')
#12 /usr/home/midnight.es/web/wp-blog-header.php(16): wp()
#13 /usr/home/midnight.es/web/index.php(17): require('/usr/home/midni...')
#14 {main}

What can we do to solve that?
thanks for your time.


Tony

  • Support Staff

August 19, 2020 at 2:54 pm

Hi there,

Any other errors around the same time?

That error means the ‘token’ value was missing from the request so EE doesn’t know which registration the ticket is for ad the token is the identifier.

Any ‘security’ plugins enabled on the site showing issues at all?


midnightfestival

August 20, 2020 at 2:59 am

Hello tony.
I’m asking about more errors at same time.

We have wordfence premium in the website. It show no errors about that. It have a firewall. Can be the the firewall the reason fo the errors?
thanks


Tony

  • Support Staff

August 20, 2020 at 4:26 am

Sure, if it’s blocking those specific requests yes.

Does it log the requests it blocks?


midnightfestival

August 20, 2020 at 5:02 am

Hey.
I can’t find log about that.
I try to disable it, to check if transactionals mails works great.

In this firewall we can add rules, maybe with some rule both can work together.
Thanks tony


midnightfestival

September 24, 2020 at 3:50 am

Hello Tony.

We detect some bugs in our installation.
The website have the lastest version of WP, EE4 and all the plugins.

1 – Bug transactional MAIL
We are running the website without wordfence and we can get the same error, maybe less than 10% of times.

2 – Customer buy more than 1 ticket – Pending payment
Another issue is when someone buy more than 1 ticket, In this case, an extra ticket (with another name etc) appears payment pending in the “thanks to buy page”, but in the EE4 backend appears complete payment.

3 – Customer buy more than 1 ticket – Transactional mail failed – my account get tickets
In this case, if transactional mails doesn’t run well, the Main customer can go to his account and download his ticket, but no the others tickets. For example, If he buy 3 tickets, he can donwload in his account page, only 1 ticket.

4 – Aproved tickets in event – Not same number in wordpress agains Checking App
We detect that in one event, in the backend say 1325 tickets, but in the checking app 1346, We can’t find this “16” more tickets in pending,cancelled etc.

If you need to check the website, you can do when you want.

Thanks for your time.


Tony

  • Support Staff

September 25, 2020 at 3:42 am

1 – Bug transactional MAIL
We are running the website without wordfence and we can get the same error, maybe less than 10% of times.

Which error? The error posted happens when you view the link to generate tickets rather than sending the ticket notice.

2 – Customer buy more than 1 ticket – Pending payment
Another issue is when someone buy more than 1 ticket, In this case, an extra ticket (with another name etc) appears payment pending in the “thanks to buy page”, but in the EE4 backend appears complete payment.

Which payment method are you using?

Can add a screenshot that shows this on the front and backend?
https://eventespresso.com/wiki/troubleshooting-checklist/#screenshots

3 – Customer buy more than 1 ticket – Transactional mail failed – my account get tickets
In this case, if transactional mails doesn’t run well, the Main customer can go to his account and download his ticket, but no the others tickets. For example, If he buy 3 tickets, he can donwload in his account page, only 1 ticket.

The WP User integration will not link tickets purchased for other registrants by a user, only the users linked contact.

Is there an error with mail not sending?

4 – Aproved tickets in event – Not same number in wordpress agains Checking App
We detect that in one event, in the backend say 1325 tickets, but in the checking app 1346, We can’t find this “16” more tickets in pending,cancelled etc.

I’ll need to check into this to confirm how the app pulls the approved count and get back to you.


midnightfestival

October 6, 2020 at 3:05 am

Hello.
I answer the 4 errors:

“1 – Bug transactional MAIL
We are running the website without wordfence and we can get the same error, maybe less than 10% of times.
Your answer:
Which error? The error posted happens when you view the link to generate tickets rather than sending the ticket notice.”

my answer:
This is the main error. happens with wordfence activated and not activated.
What can I do to solve it?

2 – Customer buy more than 1 ticket – Pending payment
Another issue is when someone buy more than 1 ticket, In this case, an extra ticket (with another name etc) appears payment pending in the “thanks to buy page”, but in the EE4 backend appears complete payment.
Your answer:
Which payment method are you using?
Can add a screenshot that shows this on the front and backend?

my answer:
We are using the payment method REDSYS:
https://modulosdepago.es/EventsEspresso/events-espresso-redsys
*We can’t use another payment method, the comisions are too high with paypal and others.

You can check tose screensshots:
http://midnight.es/screens/Captura%20de%20pantalla%202020-09-22%20182310.jpg
http://midnight.es/screens/Captura%20de%20pantalla%202020-09-22%20182206.jpg
http://midnight.es/screens/Captura%20de%20pantalla%202020-09-22%20182147.jpg

3 – Customer buy more than 1 ticket – Transactional mail failed – my account get tickets
In this case, if transactional mails doesn’t run well, the Main customer can go to his account and download his ticket, but no the others tickets. For example, If he buy 3 tickets, he can donwload in his account page, only 1 ticket.
Your answer:
The WP User integration will not link tickets purchased for other registrants by a user, only the users linked contact.

Is there an error with mail not sending?

So, main user can’t download in his account’s page all the tickets? there is a way to set, that one user can buy more than one ticket with his name, and then can download all the tickets from his account’s page?

Yes we have a big issue whith the transactionals mails not sending. we send a lot of time resending the mail to customers. (that’s the main error in our page).

4 – Aproved tickets in event – Not same number in wordpress agains Checking App
We detect that in one event, in the backend say 1325 tickets, but in the checking app 1346, We can’t find this “16” more tickets in pending,cancelled etc.

I’ll need to check into this to confirm how the app pulls the approved count and get back to you.

what do you need to check that?

thanks a lot for your time.


Tony

  • Support Staff

October 7, 2020 at 6:38 am

This is the main error. happens with wordfence activated and not activated.
What can I do to solve it?

What is the error you are getting?

The one in your opening post happens when you view the link in the email, but you seem to referring to the fact that the email isn’t sent at all so I’m not sure which error.

We are using the payment method REDSYS:
https://modulosdepago.es/EventsEspresso/events-espresso-redsys
*We can’t use another payment method, the comisions are too high with paypal and others.

Problem is, that’s not one of our payment methods and I have no idea what it does.

So, main user can’t download in his account’s page all the tickets? there is a way to set, that one user can buy more than one ticket with his name, and then can download all the tickets from his account’s page?

Sorry but I don’t understand the question.

If you only collect the ‘Personal Information’ group once per booking and the user inputs the details that match their user account, they will see the tickets in the ‘My Tickets’ section of My Events.

If they register and use another set of details, those tickets wont show.

Yes we have a big issue whith the transactionals mails not sending. we send a lot of time resending the mail to customers. (that’s the main error in our page).

Have you confirmed that the emails went out originally? The screenshot shows issues with registrations updating after payment, which could suggest the email didn’t actually send out in the first place.

If you look in the messages section for a user reporting the haven’t had an email, can you see the ‘old’ email that was lost there? Showing sent?

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Updated by  Tony 3 weeks, 1 day ago ago

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