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Incomplete Registrations & Payments

Posted: September 25, 2012 at 8:54 pm

Sonja Maus

September 25, 2012 at 8:54 pm

I’ve just gotten EE completely set up on the website, and Paypal as well, in recent weeks. The first few registrations and payments went through last week, but this week, new registrations aren’t being noted as completed, and the payments are being processed! I’m fairly sure it’s all good on Paypal’s end, but how do I find out why it’s not working?

Seth Shoultes

  • Support Staff

September 25, 2012 at 9:00 pm

Hi Sonja,

Please have a look at this post:

And maybe this reply within that post:

Jonathan Wilson

September 25, 2012 at 9:03 pm

Hi Sonja,

What version of Event Espresso are you running? 3.1.27.P has a bug fix dealing with recording payment status in the db.

Have you made any changes to your site since last week?
See this documentation for help with troubleshooting Incomplete Payments:

Seth Shoultes

  • Support Staff

September 25, 2012 at 9:05 pm

Could be either one of those 🙂

Sonja Maus

October 8, 2012 at 5:40 pm

Hi Guys,

Thanks for your responses. This is the error message people get when they are trying to book. No changes have been made to the site at all. We are running the latest version of Event Espresso.

Help please!!

Warning: require_once(/home/www/ [function.require-once]: failed to open stream: No such file or directory in /home/www/ on line 1058

Fatal error: require_once() [function.require]: Failed opening required ‘/home/www/’ (include_path=’.:/usr/local/php5/lib/php’) in/home/www/ on line 1058


  • Support Staff

October 9, 2012 at 7:35 am

Hi Sonja, is running Event Espresso 3.1.26.P, which had a critical bug in the Paytrace payment gateway. This was fixed in version 3.1.27.P Please update to Event Espresso 3.1.27.P.1 and let us know if that fixes the issue you are having.

You can download the latest version from your account page and follow this guide to update the software:

Alternatively, you can enter the site license key located on your account page into the license key field in Event Espresso>General Settings to get access to 1-click updates and notifications.

Sonja Maus

October 10, 2012 at 12:54 am

Thanks Josh,

We have followed the directions to enter the site license key. There are no updates showing as of yet. If we follow your other instructions and re-install the later version will we lose all data that we have currently?


  • Support Staff

October 10, 2012 at 11:06 am

Hi Sonja,

The data is stored in the database. When you update from one version to another, you’re replacing old plugin files with new plugin files, not the database. As a good practice, it’s best to make a backup of the database before updating a plugin. There is a database update script that is run when the plugin is updated, and in the very rare event that something goes wrong, the backup can be used to restore the data.

There is more information about backing up the database in the WordPress codex:

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