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Existing users not able to get to payment processing screen

Posted: October 3, 2018 at 9:20 am


October 3, 2018 at 9:20 am

Up until recently the registration system had been working fine.

Last week existing users were able to select a ticket but once they put in there registration information and email and hit the payment button it would not go anywhere. It would just stay on the existing registration screen. The solution has been to delete the existing user and have them recreate their profile. It seems to be a conflict with users who already have an email address in the system.

I have been unable to see any conflicts. Please let me know if anyone has a fix/solution for this issue.



  • Support Staff

October 3, 2018 at 9:33 am

Hi Greg,

Were those users logged into the site whilst registering on the event?

If so were they using their own account details entering the details on the registration form? As in using the same first name, last name and email address for their own account?


  • Support Staff

October 3, 2018 at 9:33 am


It sounds like you have the WP User Integration add-on and the “Traffic Cop feature” is kicking in, but there could be script error on the page that’s preventing the error message that’s normally displayed. Here’s a screenshot of what that error message looks like:

Can you you check the browsers console for errors?

If not, please feel free to leave a private reply here that includes the details on how to replicate the issue on your website, then we can investigate further.


October 3, 2018 at 10:47 am

This reply has been marked as private.


  • Support Staff

October 3, 2018 at 12:14 pm

Thanks for providing that information. I checked the site and the error in the console is TypeError: window.csGlobal.collapse is not a function, which is an error that’s been reported a few other times by other users of the X-theme:


If there’s an update available to the Cornerstone plugin or the x-theme that may help. Otherwise you could check with Themeco and ask them to take a look. There same error is happening on the site’s home page, so they don’t need to try to add events to the cart or anything like that to see the error.


October 3, 2018 at 12:59 pm

Really appreciate the quick response and info. Cornerstone plugin was updated but not The theme. Once I updated the theme the TypeError went away. I hadn’t even noticed that the popups weren’t showing up.

I’m pretty sure this solved the issue.

Thanks again.


  • Support Staff

October 3, 2018 at 1:10 pm

Thanks for the update. I checked and the form is processing correctly now.

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Updated by  Josh 1 year, 3 months ago ago

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