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Melissa Walters
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December 9, 2015 at 6:32 pm
This goes to a previous inquiry, and, for the record, few of the responses I’ve received in the past to any of my inquiries have helped resolve the issues. I just don’t respond (and I suspect others have done the same for similar reasons) because I’ve given up.
We lose about 20 registrants per event because they receive an error message when they try to register stating that the email address used to register is already associated with a WP account. We’ve followed EE’s guidance and selected “No” on all “User Integration Settings” but this obviously hasn’t helped. We’ve deactivated the two membership add ins we use (Ultimate Member and Paid Membership Pro), but that hasn’t made a different.
Keeping in mind that I am not a programmer and will need very clear and simple instructions on how to access and change the code as though you’re talking to someone who has never seen a computer, how can I turn-off or delete the system required email address Question so that I can replace it with my own email address question? If you have any other suggestions on how to resolve this IN ADDITION TO this approach, I’d be happy to try those, as well.
Also, as noted in my most recent questions and never resolved, I can no longer get images to come up in the calendar and the Excerpt now only shows in the calendar and not the page (and there’s no obvious way to add images to the except). I think this is because I’m required to enter something in the Excerpt section for the ticket selector to show – which is a bizarre feature (and no, I’m not loading any new updates after the last fiasco that tanked the registration function during a critical event juncture).
Wish your company would provide a better system for support than what you currently have – such as offering programming services for customers so we could get this corrected and set up in the best possible way once and for all. Will most likely be going to CVent next year. Might be 40x more in cost but seems to be a more stable platform with better support. Can’t keep having these issues right before an event and no support for fixing quickly and effectively.
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Josh
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December 10, 2015 at 11:05 am
Hi Melissa,
We are here to help, and we can help if you’re willing to work with us. The issue with your theme (specifically with having to input an excerpt to make the ticket selector display) can be fixed. This isn’t a feature on Event Espresso, it’s actually a feature of your WordPress theme.
I will be more than happy to fix the excerpt issue for you if you can give us a chance to help.
Regarding the issue where they get the error message when they try to register and it says that the email address used to register is already associated with a WP account, I can help with this as well. Can you let me know which version of the WP user add-on you have active right now?
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Melissa Walters
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December 12, 2015 at 12:27 pm
I’m responding to the following message from Josh on 12/11:
Josh wrote:
How about we focus on this one issue first?
We lose about 20 registrants per event because they receive an error message
when they try to register stating that the email address used to register is
already associated with a WP account.
You can disable the error message and allow for not logging in, if they
already have an account, by going to Event Espresso > Registration Form > User
Integration Settings. Then you set Always sync contact information with WP
user profile? to No.
This was already set this way. Seriously, I’ve already hired two programmers and they’ve been unable to resolve. It’s unclear to me why your company wouldn’t want to make money, or help those helping the company making money, by not just connecting us with someone who can go in and help us resolve all of these issues once and for all. Like I said, I’m getting to the point where I’d rather pay Cvent 40x more not have these issues anymore.
In response to Josh’s question about version, it is Version 4.8.24.p.
In regards to the Excerpt, the calendar is an EE add-on, not WP theme. EE controls what goes up in the calendar. We didn’t have to use the Excerpt until the ticket selector function disappeared and the excerpt function now overwrites what comes up in the calendar.
I would think you guys have my contact info. Can’t you just give me a call to see if there’s some way to resolve this once and for all?
Thanks.
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Josh
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December 14, 2015 at 8:23 am
Hi Melissa,
If we had the ability to resolve these issues over the phone, I’d be happy to arrange a phone call. The quickest way to resolve the issue with the ticket selector on your site and turn off the disable email address-system question though, would be for someone from support staff to have file access to your site and add the fixes. If that works for you, please completely fill out this form:
https://eventespresso.com/send-login-details/
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Josh
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December 16, 2015 at 11:22 am
Hi Melissa,
Thanks for sending. Unfortunately I’m afraid that the credentials you sent were missing a few fields and when I try logging in with the username it says “Sorry, we can’t find an account with that username”. If you can re-send the credentials via the form and be sure to include FTP credentials, we can add the code to disable the email match check.
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