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Event Registration Confirmation Email Not Received

Posted: July 15, 2022 at 4:13 pm


mcwfc

July 15, 2022 at 4:13 pm

When I register for an event I am not receiving the email confirmation of my registration. I checked in Event Espresso > Messages > Message Activity and I don’t see that message anywhere. In fact I don’t see any activity since 2016.

I added the WP Mail Logging plugin and tested the contact form on the website. The test submission shows up in the log. Then I tested the registration form for an event and it lets me register and says Congratulations…..you were sent an email. But no email shows up and it doesn’t show up in the email log from WP Mail Logging.

I’m currently using Mailgun with the website to deliver emails from the contact form and that is working.

Here is a link to the event I’m using for testing:
https://mcwfc.us/events/50-networking-group-august-4th/

Any ideas why the registration confirmation emails are not being received/sent?

Can you please cc melinda@melindamccawmedia.com when you reply?

Thanks!


Tony

  • Support Staff

July 18, 2022 at 4:23 am

Hi there,

I’ve just tried to run a test registration on the event but I’m getting ‘Nothing in your event queue’ which is a common issue when the site is cached.

I can see you are hosted with WP Engine and they have caching enabled on all pages by default, but allow you to set exceptions if you contact them, so to start, please follow the steps here:

https://eventespresso.com/wiki/setup-wpengine-hosting-event-espresso/

Once the EE pages have been excluded from the cache I’ll try another registration to see if anything stands out.


mcwfc

July 18, 2022 at 10:16 am

Hello,

I just spoke with WP Engine and they’ve excluded the EE pages from the cache.

Thanks!
Melinda


Tony

  • Support Staff

July 18, 2022 at 10:26 am

Hi Melinda,

Thank you, I can now register.

Can you take a screenshot of Event Espresso -> Messages -> Settings (tab)

Then add that here, please?

https://eventespresso.com/wiki/troubleshooting-checklist/#screenshots


mcwfc

July 18, 2022 at 10:32 am

Great!

Here is the screenshot:
https://snipboard.io/2khTgv.jpg

Thanks!


Tony

  • Support Staff

July 18, 2022 at 10:33 am

Your emails have been turned off within Event Espresso.

Click the grey toggle on the right: https://monosnap.com/file/jsMU7XfzjG7etJFsmul1V4eYCQlM0d

That should re-enable the emails


Tony

  • Support Staff

July 18, 2022 at 10:35 am

This is how it should look when set up to send emails:

https://monosnap.com/file/iFvywcP2sbw1uIKo4rdX9SaCKcyCPv

The message types listed changes depending on the add-ons and various settings, but you can see the emails are enabled there.


mcwfc

July 18, 2022 at 10:46 am

I wonder if the client turned that off. I’m glad you found it so quickly! I just tested it and received the email!

Is there a way to add an “add it to my calendar” feature to the email and to the page once they’ve registered?

One other question. In Espresso it gives the option for a CSV report, and when we click the button, it acts like it is downloading or something but then nothing is produced- we don’t know where it goes. We get directed back to the registration list.

Thanks!


Tony

  • Support Staff

July 19, 2022 at 9:10 am

I wonder if the client turned that off. I’m glad you found it so quickly! I just tested it and received the email!

Aweomse, I’m glad its now working.

Is there a way to add an “add it to my calendar” feature to the email and to the page once they’ve registered?

Not on the thank you page no, but you can add it to the messages:

https://eventespresso.com/wiki/ical-shortcode-messages/

One other question. In Espresso it gives the option for a CSV report, and when we click the button, it acts like it is downloading or something but then nothing is produced- we don’t know where it goes. We get directed back to the registration list.

Usually when that happens its because the page is loading over HTTPS but the site is set to load over HTTP (which is then being redirected to HTTPS). Most browsers now block downloads if the page loads over HTTPS but the download it HTTP.

Go to Dashboard -> Settings -> General.

Do WordPress Address (URL) and Site Address (URL) show as HTTP or HTTPS?


mcwfc

July 19, 2022 at 11:46 am

They show as http. I assume I should change them to https correct?

Thanks!


mcwfc

July 19, 2022 at 11:56 am

When I just clicked the “add to my calendar” link it opened my browser to this link https://sso.secureserver.net/login?app=email&realm=pass to login. I’m confused. What is going on?

Thanks!


Tony

  • Support Staff

July 20, 2022 at 4:12 am

They show as http. I assume I should change them to https correct?

Yes, although we usually recommend using a plugin like really simple SSL:

https://en-gb.wordpress.org/plugins/really-simple-ssl/

Which will set the above and fix any links on your site saved using http.

When I just clicked the “add to my calendar” link it opened my browser to this link https://sso.secureserver.net/login?app=email&realm=pass to login. I’m confused. What is going on?

Hmm, I’m guessing something is hooking into the emails and changing the links, maybe link tracking.

Is this on the same event above?


mcwfc

July 20, 2022 at 7:50 am

Yes, its on the same event above.


Tony

  • Support Staff

July 20, 2022 at 1:20 pm

Ok, it’s not just the iCal link that’s doing it, it’s all links within the email.

I think this is an issue with click tracking.

In your Mailgun account go to Sending -> Domain Settings.

Under tracking you have a few tracking options, disable click tracking there.

https://monosnap.com/file/pqb9o8zvTGXJgycFlYD32KwPyTcOjf

Then let me know when that’s been done and I’ll retest, or you can retrigger the messages to confirm.


mcwfc

July 20, 2022 at 1:56 pm

I found a click tracking setting in the Mailgun plugin in the dashboard so I turned it off. I resent the email and it appears to be working. Can you test and confirm?

Thanks!


Tony

  • Support Staff

July 21, 2022 at 3:31 am

Confirmed, the links and iCal now work as expected.


mcwfc

July 21, 2022 at 11:03 am

Awesome!

Thank you so much for all of your help!


Tony

  • Support Staff

July 22, 2022 at 3:22 am

You’re most welcome 🙂

Any further issues please let us know.


mcwfc

July 22, 2022 at 9:58 am

One other question. My client just tried to use the Add to my Calendar link. She said “When I clicked to download Add to calendar, it downloaded and it opened up Microsoft Outlook. I don’t have/use Outlook so I’m not sure why it would have opened that. ”

I’d love your input on this.

Thanks!


Tony

  • Support Staff

July 22, 2022 at 10:22 am

It’s a .ics file so it will open up with whatever the users system is set to use as the default application for that file type.

What application do they want to open the ics with?

If using Windows they can right-click on the ics file and do Open with, select chose another app.

The popup that appears allows you to select the application to use and set it that application should then be used as the default for that file type.


mcwfc

July 25, 2022 at 1:19 pm

Thank you for the explanation! I’ve shared this with my client and hopefully that answers their question. I don’t know what application they want to open the ics with but I’ve asked.

Thanks!


mcwfc

July 27, 2022 at 10:12 am

So my client just responded back after I shared your explanation. Here is her response:

In a different email I had let you know that I did try that and I was not given the option to choose which program opened the file. I am using Windows…

I’m not sure how to help her further. Any ideas?

Thanks!


Tony

  • Support Staff

July 28, 2022 at 8:00 am

Sounds like the only application they have installed to open ics files is outlook.

How are they expecting the ics to open?

As in take outlook out of the equation and what is the expectation of how this would work?

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