Support

November 3, 2015 at 8:21 am

Hi Kindra,

What payment methods are you accepting on your site?

Could you confirm that you are using the latest version of Event Espresso 4?

https://eventespresso.com/wiki/ee4-changelog/

—
Lorenzo

November 4, 2015 at 5:35 am

Hi Kindra,

The EE4 changelog is available here:

https://eventespresso.com/wiki/ee4-changelog/

Would that not load for you previously?

We have not had any reports of this from other users.

Just to clarify, when you say failed transactions, is this within Event Espresso -> Transactions. Within this view – http://take.ms/yVh4p

Or is it the payments within a transaction, like this – http://take.ms/ar2g6

November 6, 2015 at 4:09 am

If its failed payments within a transaction then it could just be that registrant is inputting the incorrect details within the payment form and then fixing those and continuing with the payment.

If you look within one of the transactions with failed payments you should see the ‘gateway response’ field, that will show you why the gateway returned an error. It’s the error message directly from the gateway, some are helpful and provide details, others are not and simply state ‘declined’.

If you can grab a screenshot of one of the transactions we may be able to provide more details.

It is also possible to disable the Event Admin notification of a failed payment (the registrant will still receive the email just not the admin)

Go to Event Espresso -> Messages.

Find the ‘Payment Declined’ message type and click on the ‘Event Admin’ link to edit that context – http://take.ms/8rdsm

Now remove any text within the ‘To’ field and save the template – http://take.ms/s2UUw

Then if you look at the message list again you’ll see the ‘Event Admin’ context is greyed out, meaning its disabled. The registrant should still be blue, meaning enabled.