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Young
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July 26, 2013 at 2:14 pm
Recently upgraded to 3.1.33.3.P
Using latest version of WordPress.
Did not change any settings.
Here is link to one of our events:
https://maibergerinstitute.com/events/?ee=51
Per Josh’s request, we have sent login credentials (you should have Admin log access now):
https://eventespresso.com/topic/attendees-are-not-receiving-emails/#post-53572
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When a customer registers, we receive the Authorize.net receipt. But we do NOT receive the registration email that usually accompanies it. We also checked the spam/junk folder. Even after DAYS of waiting, nothing.
Customers notified us they did not receive custom confirmation emails nor the registration emails.
We ran a test using an outside email, and sure enough, no custom confirmation email, no registration email.
As I said, we did not change any settings from before and before the emails were working fine (other than sometimes going into Spam/Junk once and a while).
Could it be the server???
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Josh
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July 26, 2013 at 2:24 pm
Hi Barb,
It looks like this was previously running a very old version of Event Espresso and a lot has changed since then. I think the first thing to check is the authorize.net account settings and make sure that the relay response URL is set to :
http://maibergerinstitute.com/?page_id=7
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Young
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July 26, 2013 at 2:28 pm
Yep. It’s going to right relay location. What’s next?
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Josh
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July 26, 2013 at 2:52 pm
Another thing you can do is deactivate the payment option that you are not using (either AIM or SIM) and put the active gateway into test mode and run a test.
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Young
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July 26, 2013 at 3:20 pm
I’m a bit confused.
The Authorize.net receipt are going out fine. It’s the EE custom confirmation emails and registration emails that aren’t going out.
I also think we’re using both AIM and SIM, are we not?
How do we put in test mode within WP/EE? Or are you talking about Authorize.net? Which, again, confuses me since we don’t seem to be having problems with the receipts. Just confirmation emails and registration emails.
Also, we haven’t changed any of Authorize settings within WP/EE since the upgrade so why would I need to all of a sudden deactivate it? Which one?
Again, confused.
Also, when you said to “check is the authorize.net account settings and make sure that the relay response URL”… did you mean in EE within WP, or did you mean on the Authorize.net site?
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Josh
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July 26, 2013 at 3:39 pm
Hi there. I am sorry for the confusion. I will answer each of your questions below:
I also think we’re using both AIM and SIM, are we not?
Last I checked yes. Normally we don’t see it where two gateways are activated intentionally. If you intend to offer both option you can by all means leave both active.
How do we put in test mode within WP/EE? Or are you talking about Authorize.net? Which, again, confuses me since we don’t seem to be having problems with the receipts. Just confirmation emails and registration emails.
With authnet, I believe both the account and the setting in Event Espresso>payment settings would go into test mode. The reason I suggest using test mode to test is to avoid paying actual money just to test out the gateway’s response. The issue at concern is the gateway’s response to your site. If your site isn’t getting the response from Authnet, the emails will not get sent out in this case. This is because the email settings in Event Espresso>General setting are set to send the emails after the payment is made.
Also, we haven’t changed any of Authorize settings within WP/EE since the upgrade so why would I need to all of a sudden deactivate it? Which one?
I am sorry for suggesting deactivating one of the gateways, I didn’t realize it was your intent to run both.
Again, confused.
I’m so sorry.
Also, when you said to “check is the authorize.net account settings and make sure that the relay response URL”… did you mean in EE within WP, or did you mean on the Authorize.net site?
On the Authorize.net site, in your account.
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Young
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July 26, 2013 at 4:18 pm
The last part about Authorize.net… I logged into Authorize.net, and put in the link you specified above. When I ran a registration, and when it got the payment part, it just went to an error page:
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The following errors have occurred.
(14) The referrer, relay response or receipt link URL is invalid.
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Soooo what now?
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Young
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July 26, 2013 at 4:22 pm
Ah, crap, now we’re just getting that error on ALL transactions, even AFTER I removed the link from Authorize! Doesn’t go to a payment page at all now!
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Young
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July 26, 2013 at 4:25 pm
Oh, wait. Figured it out. Authorize didn’t delete the old link right away.
But we’re still back to square one. Why did the link cause the code the break if that’s where I’m suppose to put it?
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Josh
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July 26, 2013 at 4:25 pm
You can try what it’s redirecting to:
http://maibergerinstitute.com/thank-you/
May I ask what URL it was set to before?
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Young
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July 26, 2013 at 4:31 pm
Just noticed something in the database when looking at previous registrant.
Under “Transaction Type” field it says “authorize.net SIM” So that does mean we really just need SIM, and turn off AIM??? I don’t see a single registrant with AIM next to them.
Could this be the culprit?
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Josh
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July 26, 2013 at 4:32 pm
I ran a quick test and part of the problem that I’m seeing is the Bypass Payment overview page option is set to Yes in Event Espresso>Payment settings under the Authnet SIM settings.
If you intend on offering Authnet AIM as a way to make payments then it’s recommended to set the Bypass option to No so the customer can choose one of the payment methods. The way it’s set up now it redirects them away from the payment overview page.
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Young
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July 26, 2013 at 4:41 pm
In Authorize, there was no link at all. I put in http://maibergerinstitute.com/?page_id=7, and that when I got the error.
I’ll try the “thank you” version in a sec. in the meantime…..
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Young
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July 26, 2013 at 4:43 pm
… I deactivated the Auth AIM function. And it still did not send a confirmation email nor a registration email. Not to me. Not to the user.
We both received the Authorize.net receipt though.
Will try to put in the email link in Authorize.net to see if that does it.
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Young
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July 26, 2013 at 4:47 pm
Okay, putting in the link into Authorize.net “Default Relay Response URL” section caused the code break again.
As soon as I remove it, it works fine.
Any other ideas 🙂
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Young
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July 26, 2013 at 4:48 pm
Did notice something above the Relay thing…
“Default Receipt URL” what is that for? Is that what you meant?
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Josh
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July 26, 2013 at 4:58 pm
This is what the documentation says about the Relay response URL:
This shows the specific the URL to which the gateway should return the relay response for a transaction. This the page should be set in your Authorize.net account. Login to Authorize.net, goto Account > Response/Receipt URLs > Add URL and enter the following URL.
It may actually work better for the time being to turn off SIM and just use AIM as it does not use the relay response URL.
If you still aren’t seeing any emails coming in after this, it may be the emails settings need to be reset. You can reset the email settings by going into Event Espresso>General setings, then set the option to send out the emails before payment option (“Send registration confirmation emails before payment is received?”) to yes, then save, then set them back to no and save again.
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Young
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July 26, 2013 at 5:03 pm
Okay.
I’ll try both.
I’ll try to reset the email first.
If that doesn’t work, I’ll try to reactivate AIM, and deactivate SIM and see if that does the trick.
Will let you know what I find.
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Young
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July 26, 2013 at 5:44 pm
Tried the email thing. Didn’t work.
Tried switching AIM. Didn’t work. Didn’t like AIM anyway.
Again, we receipt the payment receipt. But no confirmation email. No registration email.
What else you got 😀
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Young
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July 26, 2013 at 5:50 pm
BTW, I also tried setting up the email to send the registration email BEFORE payment. And it still didn’t send me a confirmation email nor a registration email.
WTF :-/
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Josh
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July 26, 2013 at 7:31 pm
It doesn’t appear that the server that your website is installed on will send emails at all. I logged into the admin and installed the check email[1] plugin and tried sending out some test emails and nothing was received.
If you’d like you can try testing it by going to WP>Tools>Check Email
I can suggest a few options that may help:
1) You can contact the host to see if there is something not configured correctly with the mail server.
2) There are plugins like the WP Mail SMTP plugin that will let you bypass the mailserver and send out mail via an SMTP account. (Gmail accounts actually will work with this plugin).
3) You can use a transactional email service like Postmark or Mandrill. One of the developers on our team wrote a WordPress plugin that integrates with either of these services[2]
[1] http://wordpress.org/plugins/check-email/
[2] https://eventespresso.com/wiki/postmark-app-mandrill-transactional-email-handling-services/
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Young
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August 3, 2013 at 4:10 pm
Issue resolved. Turns out the guy forgot to install a mail server.
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