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ASAPEvents
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September 26, 2017 at 3:30 am
Hi,
We have a big event set up, but the only notifications that are going out are the ones I receive for confirmation of registrations. It appears that the attendees are not receive any notifications from EE whether that be receipts, payment reminders or even any sort of confirmation of their booking/ticket.
I can’t see anything that’s different to another EE account I have access to and manage events on, but need to resolve this as quickly as possible as they’re not getting anything including invoices and I now have over 100 bookings I need to issue these for,
please advise.
Many thanks
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Tony
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September 26, 2017 at 3:48 am
Hi there,
If you look within Event Espresso -> Messages -> Message Activity
Do you see the users emails listed there? If so what colour ‘status bar’ do the messages have? (the bar to the left of the message).
Generally, issues with emails are due to the mail server you are using, you could try using a Transactional email service and see if that fixes the problem, we have some listed here:
https://eventespresso.com/wiki/postmark-app-mandrill-transactional-email-handling-services/
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ASAPEvents
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September 26, 2017 at 8:10 am
Hi Tony,
When I go to this section the only messages going out are
1) registration approved which come to me
2) payment received – going to payee if they’ve paid via the stripe payments
All of these are green and we’re getting these
But we can’t see there are any notifications going to the people booking of their booking, or the invoices relating to their bookings or indeed a written confirmation of their booking (ticket info)
For example on another EE account I have access to, when we set up the events and people book, they get confirmation of their booking in the form of a confirmation of their ticket, but in this instance they’re not, is this an additional add-on?
Many thanks
ASAP Events
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Tony
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September 26, 2017 at 10:25 am
1) registration approved which come to me
2) payment received – going to payee if they’ve paid via the stripe payments
That sounds like the registrations aren’t being finalized and sent to the thank you page.
Which payment method are you using?
Can you link me to an event I can run test registrations on?
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ASAPEvents
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September 27, 2017 at 1:44 am
We are using payment via stripe only, so this is the only payment available. I’m getting the registrations confirmation that a booking has been made, I’m even getting the notifications via stripe that I’ve received a payment, but the booker isn’t receiving any notification or any relating tickets/invoice which is causing real issues
Here is the main event listing http://www.asapconvention.org.uk/events/convention-and-dinner/
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ASAPEvents
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September 27, 2017 at 1:46 am
What concerns me is our early bird discount expires on the 30th, so we’re just about to see an influx of bookings so need to ensure that everything is going OK as we already have 106 registrations I’m now going to have to find a way to manually send their invoice/confirmation – or is there a way that this can be done via the system?
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Tony
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September 27, 2017 at 4:04 am
I’m now going to have to find a way to manually send their invoice/confirmation – or is there a way that this can be done via the system?
You can trigger batches of messages and resend the registration Approved messages for those users, you’ll need to do smaller batches of say 30ish (it depends on your server) but you don’t need to manually send each individual registration.
Let’s find out whats happening first then worry about getting the users their confirmation emails.
We are using payment via stripe only, so this is the only payment available.
Can you test a Stripe payment on your site and confirm the user is being sent to the thank you page after payment has been made?
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ASAPEvents
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September 27, 2017 at 5:06 am
I’ve just spoken with someone who has literally just booked. He got a confirmation screen which allowed him to print off the recognition of his booking after he’d completed the process. However he has not received any emails confirming the booking.
I have received a notification of the stripe payment from Stripe and I’ve received a Registration Notification from the system confirming the booking, but it seems there’s nothing going out to the bookers
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Tony
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September 27, 2017 at 5:33 am
I’ve just spoken with someone who has literally just booked. He got a confirmation screen which allowed him to print off the recognition of his booking after he’d completed the process. However he has not received any emails confirming the booking.
Ok, so it sounds like they are getting back to the thank you page but maybe not, it depends on what he’s managing to print out.
I have received a notification of the stripe payment from Stripe and I’ve received a Registration Notification from the system confirming the booking, but it seems there’s nothing going out to the bookers
If you go to Event Espresso -> Messages -> Default Message Templates -> Registration Approved.
First is the ‘Registrant’ link blue? – http://take.ms/0rxPo
Click that link, what is set in the ‘To’ field for that template?
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ASAPEvents
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September 29, 2017 at 8:04 am
Hi
Yes the registrant link is blue and the “to field” currently reads
[RECIPIENT_EMAIL]
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Josh
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September 29, 2017 at 11:44 am
While you’re on the page Tony asked you to check, does it have a green toggle in a box that says “The template for Registrant Recipient is currently active”?
Can you also try sending a test email to your email address from that page?
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ASAPEvents
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September 30, 2017 at 4:40 am
“While you’re on the page Tony asked you to check, does it have a green toggle in a box that says “The template for Registrant Recipient is currently active”?”
Sorry, I don’t see anywhere that Tony asked for that information, but yes, they’re all “The template for Registrant Recipient is currently active”
We also had an issue yesterday issuing a payment reminder from the system, sent at 546pm according to the system, the recipient did not receive it at all, come to 215am GMT this morning when he emailed me to say he still hadn’t received it so I resent it and he received it 3 times.
But I was also contacted yesterday by 3 other people who have not received any email/notification with their booking invoice and transaction information.
Many thanks
Karen
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Tony
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October 2, 2017 at 1:47 am
Sorry, I don’t see anywhere that Tony asked for that information, but yes, they’re all “The template for Registrant Recipient is currently active”
I didn’t, Josh is asking to check that setting on the same page I requested 🙂
We also had an issue yesterday issuing a payment reminder from the system, sent at 546pm according to the system, the recipient did not receive it at all, come to 215am GMT this morning when he emailed me to say he still hadn’t received it so I resent it and he received it 3 times.
When EE triggers an email it builds out the content and then passes that over to wp_mail, from there it’s passed over to whichever mail server you are using and EE has no control over what happens. So as EE shows as the email sent it means at 546pm the email was passed over to the mail server at that time.
Have you switched to one of the transactional email services I mentioned above or are you still using your host’s mail server?
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