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Event Registration Approved Email Not Sent for One Registrant

Posted: August 31, 2020 at 4:18 pm


mkreik

August 31, 2020 at 4:18 pm

On three separate occasions we have not received the registration approved email for one registrant that should go to the event admin. This has only happened with this person. Each time the registrant completed the registration form with her information then proceeded to Paypal and paid using her husband’s Paypal account. We receive the Paypal confirmation email and have input the information under her husband’s name instead of hers because we never see the registration form. In addition she and her husband do not have the same last name. I don’t know if EE doesn’t see it as an approved transaction if the registration form and the Paypal information do not match, but we need a way to resolve this other than asking the person to use her own information in Paypal (if that’s the reason we’re not getting the registration approved email). Any ideas?


mkreik

August 31, 2020 at 4:25 pm

To continue… if I look at Event Espresso>Registrations I can see her registrations and under the Name it says says approved, under TXN Date it says complete and under Paid it shows Paypal Express, just like other registrations. In view transaction I can see the Gateway Response as successful


mkreik

August 31, 2020 at 4:32 pm

Finally, in the transaction it there are three entries under pending with the fourth showing accepted. Does EE send out the registration approved email to the event admin even if it takes multiple steps to be accepted?


mkreik

August 31, 2020 at 4:38 pm

This reply has been marked as private.


Tony

  • Support Staff

September 1, 2020 at 10:45 am

Hi there,

It sounds like the user is landing back on the thank you page after they have completed the payment (the thank you page triggers the notifications).

This part:

They also are not in Event Espresso>Messages.

Means that the messages haven’t been triggered at all (as opposed to triggered, sent and then not received).

I don’t know if EE doesn’t see it as an approved transaction if the registration form and the Paypal information do not match

It does not, EE passes and ID to Paypal, Paypal passes that back to EE with the payment with a success/denied message. The details on the specific PayPal payment should not matter as long as the details passed to PayPal can be confirmed with PayPal (that happens automatically).

To continue… if I look at Event Espresso>Registrations I can see her registrations and under the Name it says says approved, under TXN Date it says complete and under Paid it shows Paypal Express, just like other registrations. In view transaction I can see the Gateway Response as successful

In the EE transaction, click the ‘view additional transaction session details’ button under the transaction items table.

Under ‘Registration Step Progress’ what shows as completed?

Finally, in the transaction it there are three entries under pending with the fourth showing accepted. Does EE send out the registration approved email to the event admin even if it takes multiple steps to be accepted?

It should do yes.

Rather than asking you to comb through various payment logs etc, may I take a quick look over the logs in the admin to see if anything stands out? If so you can send temp login details using this form:

https://eventespresso.com/send-login-details/


mkreik

September 1, 2020 at 12:38 pm

Thanks so much for your response. I’m glad that the names being different did not cause the message failure. In view additional transaction session details under registration step progress it says:

Attendee Information : Completed
Payment Options : Initiated August 30, 2020 3:17 pm
Finalize Registration : Never Initiated

What would cause Finalize Registration to show Never Initiated? Each time I have tested a purchase it has gone through and always brings me to a screen on the website that allows me to open a PDF of the registration. Does it do something different with someone who logs into Paypal rather than using Paypal as a guest? I will provide you with the login details so you can see the information. I will also give you the name of the registrant in a private reply.


Tony

  • Support Staff

September 1, 2020 at 4:18 pm

Ok, so unfortunately you site is set to clear payment logs after 1 da so I can’t view any of the details from the transactions which means I can’t tell you why this is happening.

However, the above:

Attendee Information : Completed
Payment Options : Initiated August 30, 2020 3:17 pm
Finalize Registration : Never Initiated

Means the user hit PayPal and then didn’t return to the site to load the thank you page, thats why the Finalize Registration’ step shows never initiated and its that final step they triggers the emails (which explains why they didn’t send but not why the user didn’t load that page).

Does it do something different with someone who logs into Paypal rather than using Paypal as a guest?

No, it does not. The users pays through PayPal (using whatever method) and then should be redirected back to your site which loads the thank you page. That needs to happen for the emails to trigger.

Without log entries I can’t investigate this further unfortunately as there’s simply nothing for me to look at that will give details on why it happened rather than what happened.

I would recommend increasing the Gateway logs lifespan up to say 7 days to give time to investigate this if it happens again, or if you have a database backup from the 30th/31st that you can send me I can check the details within that?


mkreik

September 1, 2020 at 5:37 pm

So if a person clicks away from Paypal after paying and before being redirected to the thank you page that would cause it. Is there a way to have it finalize without being brought to the thank you page. I’m thinking that impatient people may close their screen rather than being redirected if the redirection is slow or they simply want to get on with their day.


Tony

  • Support Staff

September 2, 2020 at 6:14 am

No, EE expects users to land on the thank you page to finalize the registration and trigger notifications.


mkreik

September 2, 2020 at 12:44 pm

Is there a way to add a message asking the registrant not to move away from the screen until the transaction is processed and they’re brought back to the website?


Tony

  • Support Staff

September 2, 2020 at 12:57 pm

Not on the PayPal checkout no but you can add it to the payment methods section, will that work?

Event Espresso -> Payment methods -> PayPal Express.

Add some details for this within the ‘Description’ field.


mkreik

September 3, 2020 at 8:23 am

Thanks!


mkreik

September 3, 2020 at 10:33 am

Could you clarify what the trigger is for the Payment Received email message that goes to the registrant? This person received the Payment Received email message from the website. As you know the Registration Approved email to an admin was not triggered, and we’re thinking it was because the person closed the payment window before it brought her back to the website thank you page. If the Payment Received email message is also triggered by the registrant landing on the thank you page to finalize the registration why wouldn’t both of the email templates have gone out? I’m thinking the Payment Received email has a different trigger. Could you confirm?


Tony

  • Support Staff

September 3, 2020 at 11:08 am

Yes, it does.

PayPal sends a request (IPN) to the site to say a payment has been made, which triggers the payment received email. We stopped relying on the IPN service a long time ago for anything else as it proved far to unreliable but it will trigger a payment related email if it’s processed.


mkreik

September 3, 2020 at 11:27 am

Is it too unreliable to use as the Admin notification email instead of using the Registration Approved email message? I’m trying to make sure the admin gets an email, and people who click away before being brought back to the website don’t allow for that email to go out. My only concern with using the Payment Received message for notifying the Admin is if someone registers for a free class. Would the admin get an email if we used the Payment Received email notification and had all other Event Admin emails off besides pending? For free classes what triggers an email to the Event Admin? Does it only work if the Registration Approved email is on?


Tony

  • Support Staff

September 3, 2020 at 12:14 pm

Is it too unreliable to use as the Admin notification email instead of using the Registration Approved email message?

It’s a totally different message type intended for a different use case than the ‘Registration Approved’ email.

It’s a payment based email and that email is triggered specifically through the payment objects created when payments are made, as you’ve mentioned, free tickets don’t have a payment associated with them so will never trigger that message type.

Would the admin get an email if we used the Payment Received email notification and had all other Event Admin emails off besides pending?

What is ‘pending’? Every message type has ‘contexts’ in which it is used, most of the message types are self-explanatory with their naming.

Registration Approved – is triggered when a registration is finalized and status is set to approved (including through the admin if the ‘send related messages’ checkbox is checked)

Registration Pending Payment – is triggered when a registration is finalized and the status is set to Pending Payment.

Payment Recieved – when a specific payment object has its status set to Accepted

Payment Declined – when a specific payment object has its status set to Declined

Registration based messages are triggered with specific changes to the registration themselves, Payment messages are triggered with changes to payment objects within the transaction.

You could enable the ‘Event Admin’ context on the Payment Recieved message type and leave both enabled, it does mean the admin would receive 2 emails for each registration through.

Would that work?


mkreik

September 3, 2020 at 1:58 pm

They’re already inundated with emails so I would prefer not add to that. Thanks for your help.


mkreik

September 3, 2020 at 2:11 pm

Is there a way I can see all transactions where the registration step progress shows Finalize Registration : Never Initiated


Tony

  • Support Staff

September 3, 2020 at 2:12 pm

Then the ‘proper’ message type you can use for when a registration is approved, is the Registration Approved message.

You mentioned this is only happening with this person, so it may be worthwhile contacting them and asking them what happens after they pay and see if they navigate away, at least you’ll then have some details of what is happening with the users request after payment.


mkreik

September 3, 2020 at 2:31 pm

This reply has been marked as private.


Tony

  • Support Staff

September 3, 2020 at 2:49 pm

Add this to your site:

https://gist.github.com/Pebblo/4910bcbd1da0819a9f1e712e62a5c5bb

That adds a ‘Finalize Registration Step’ column to the Registration CSV with either ‘Complete’ or ‘Incomplete’ as the value.


mkreik

September 4, 2020 at 7:09 am

Thank you!

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Updated by  mkreik 3 weeks, 1 day ago ago

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