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Incomplete Transactions Showing Up in Event App to be Scanned

Posted: May 30, 2018 at 2:49 pm


dellslumberjack

May 30, 2018 at 2:49 pm

We have a few transactions that are listed as incomplete that are showing up to be scanned into the venue for our events. We have checked and the money for these particular purchases are not in our bank account, which leads me to believe that they either timed out or didn’t go through. Why would these tickets show up in the app to be scanned into the event and how can we make it so that they do not show up in the app. We have accidentally let a couple of people through the gate now that have not paid because of this. Any insight as to what might have happened?


Tony

  • Support Staff

May 31, 2018 at 4:43 am

Hi there,

It’s not the transaction status that dictates if they show in the app, it’s the Registration Status. Registrations for ‘Incomplete’ transactions will show in the app if their registration status is ‘Approved’ or ‘Pending Payment’.

‘Approved’ registrations are set to go to the event, regardless of their transaction status. They will always show in the app.

‘Pending payment’ registrations may well still be going to the event and its for the event admin/check-in staff to decide what is happening with those on arrival.

If you have accidentally checked people in with a transaction status of Incomplete then either that attendees registration was already ‘Approved’, or the person scanning the tickets forced the check-in.

On the event itself, do you have the default registration status set to Approved?

Why would these tickets show up in the app to be scanned into the event…

In short, because there are use cases in which a user may not pay for a ticket online but you still want to track attendance, for example, if you offer a pay at the door option. You can’t take payment and then check that user in if they don’t show up in the app.

and how can we make it so that they do not show up in the app.

Currently, I don’t think you can, I’ll check with our developers on this.


dellslumberjack

May 31, 2018 at 7:33 pm

Thanks for the information and reply. So, if I were to change my events to have a default registration status of pending payment, would that status change to apporved when their payment has post? We currently only are accepting payment via credit card from the site so payment at the door option is not on the table.


Tony

  • Support Staff

June 1, 2018 at 1:37 am

So, if I were to change my events to have a default registration status of pending payment, would that status change to apporved when their payment has post?

Yes.

EE automatically updates the registration to Approved if either payment is complete in full or it’s a free ticket. The admin can also update the status manually if needed.

Most users want a default registration status of Pending Payment (which is why we use it as the default option).

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Updated by  Tony 3 weeks, 1 day ago ago

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