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Incomplete Registration but Transaction Successful

Posted: December 9, 2014 at 2:46 pm


Michael

December 9, 2014 at 2:46 pm

Writing to ask if there is a known bug with Paypal Pro gateway where a Registration will be Incomplete after a successful payment? We have encountered this 3 or 4 times. Payment method was either Paypal or Amex. We don’t see a pattern. I am on the latest release. Thanks


Tony

  • Support Staff

December 10, 2014 at 4:02 am

Hi Micheal,

We currently have no known issues with PayPal Pro.

But there are a couple of things you can check. Within one of those transactions, under payments you will see details of the payment made, there should be a ‘Gateway response’ column. What does it say within there?

Here is an example of a payment I made with PayPal Pro – http://take.ms/vB1wp

Are there other payments made through PayPal Pro that have successfully updated the Transaction and the Registration status?

What is the Default Registration Status for the event? (Edit the event and look within the ‘Event Registration Options’ – http://take.ms/hPujW


Michael

December 10, 2014 at 7:27 am

Thanks Tony. I can’t get a clear response from the person who managed this problem, so I’m not exactly sure what occurred beyond this:
successful transaction on the paypal side
incomplete registration on the ee side

Registration is set to Pending Payment. Things are working well: of the 300 transactions we’ve had so far, this has only happened with 3 or 4.

The transaction in EE currently has nothing in the Gateway Response column. It is blank.

This transaction was a true Paypal transaction (method PP, gateway Paypal). We additionally offer PPPro CC transactions. I lost track of the earlier occurences of this problem, though I know definitely that one was with an Amex card.


Tony

  • Support Staff

December 10, 2014 at 8:14 am

This transaction was a true Paypal transaction (method PP, gateway Paypal).

So that’s using PayPal Standard payment method in EE yes?

I think somehow the IPN was not received by EE, which is why the status was not updated and the Gateway Response shows nothing.

If you log into the PayPal account, go to Profile.
IPN Settings.
Then History.

You can see a history of you the IPN’s send from your account. You can go direwctrly using this link (provided you are already logged in)

https://www.paypal.com/us/cgi-bin/webscr?cmd=_profile-ipn-notify

Then search for the time/date of the fails transaction and see if you can see the IPN sent for that transaction. What status does the IPN have?


Michael

December 10, 2014 at 11:38 am

Oddly, when I followed the link, I was prompted to specify a notification URL. I don’t know what to enter.


Josh

  • Support Staff

December 10, 2014 at 4:49 pm

Hi Michael,

The notification URL can be the URL on your website that’s set to be the Notify URL. The Notify URL is typically set as the transactions page. You can find out which URL on your site is set for this by visiting Event Espresso > General Settings > and look under the Critical Pages tab.


Michael

December 11, 2014 at 9:04 am

got it. It looks like this only shows Paypal, and not Paypal Pro CC transactions. Is that right?


Josh

  • Support Staff

December 11, 2014 at 9:19 am

Hi Michael,

I am not sure what you are asking about. Is this about where to view transaction details within your PayPal account?


Michael

December 11, 2014 at 9:32 am

I am troubleshooting a single transaction that was successfully processed by paypal, yet resulted in an Incomple Registration in EE. My Paypal IPN page only shows a subset of our transactions this month–I’m guessing just paypal standard transactions.

The transaction in question has a successful status in the IPN history, so that doesn’t help.

I think I will have to wait for the next occurrence of this issue in order to get the most info possible.


Lorenzo Orlando Caum

  • Support Staff

December 12, 2014 at 12:13 pm

Please let us know the next time that it happens and we’ll take another look.


Lorenzo


Michael

December 17, 2014 at 11:13 am

OK, I had another failure. A payment went through Paypal, but EE didn’t process the transaction.
Here is what happened:
1. payment type “instant” (I guess that’s pp standard?) *succeeded*
2. registration incomplete
3. customer retried payment

The customer did this 3 times, so that 3 payments went through, but EE showed 0 transactions and 3 incomplete registrations.

PP IPN history shows message was sent all 3 times, http code 200, retries 0.


Michael

December 17, 2014 at 11:19 am

more information: 99% of our transactions work as expected, both pp pro and standard. I don’t see a pattern yet among those that fail.


Tony

  • Support Staff

December 18, 2014 at 4:25 am

Hi Michael,

Using FTP can you go to:

wp-content/uploads/espresso/logs/

Within there you should see the file paypal.ipn_results.log

This is the log file for PayPal IPN’s received.

Download that to your machine and search for the above users email address, you should find 3 instances towards the end of the file. Can you copy those three instances and email them to support[at]eventespresso.com so we can check over them please? (Please do not add them to the forum)

Alternatively if you can provide FTP details we can log in and grab a copy of this file, if you prefer this please use this form to send your details:

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


Michael

December 18, 2014 at 6:55 am

Tony, the directory is empty. I’m not sure why, but it might be because of WP Engine’s security. There is an htaccess file and nothing else.


Josh

  • Support Staff

December 19, 2014 at 9:18 am

It’s likely the file permissions didn’t allow EE to write a log file. You can work around this by manually adding a blank file there and name it paypal.ipn_results.log.

Then, you’ll can use a filter to override the file permissions since WPEngine has a different file permission scheme. The last time I checked, WPEngine uses 775/664.

You can make the adjustment by adding the following to your theme’s functions.php file or add it to a custom snippets plugin.

function adjust_espresso_folder_permissions( $folder_permissions ) {
    return 0775;
}
add_filter( 'espresso_folder_permissions', 'adjust_espresso_folder_permissions' );

function adjust_espresso_file_permissions( $file_permissions ) {
    return 0664;
}
add_filter( 'espresso_file_permissions', 'adjust_espresso_file_permissions' );

After the above code is activated, you can go to your WPEngine dashboard menu:

yoursite.com/wp-admin/admin.php?page=wpengine-common

and click the Reset File Permissions. This will reset the file permissions to WPEngines defaults and the filter functions will keep these set according to WPEngine’s defaults.

Then, you can go to your PayPal.com account and resend the Instant Payment notifications. At this point, it should start logging the notifications.


Michael

December 20, 2014 at 3:41 am

Then, you can go to your PayPal.com account and resend the Instant Payment notifications.

Thanks Josh. I did what you said, but I don’t know what you mean by resend.


Lorenzo Orlando Caum

  • Support Staff

December 22, 2014 at 8:47 am

Hi Michael, here are the steps for resending the PayPal IPN:

https://developer.paypal.com/docs/classic/ipn/integration-guide/IPNOperations/

Let us know if this helps.


Lorenzo

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Updated by  Lorenzo Orlando Caum 4 years, 6 months ago ago

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