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Form & Function
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August 26, 2015 at 6:46 am
Hi there
Our client is having an issue with processing ‘block bookings’ for an event happening next week.
For example, a particular block booking was processed through the system a while ago but without all the correct delegate information available. 3 ticket types are in this block booking (‘Member, Other and Student) A “#” was entered as the contact name for student places that were unknown at the time.
The information is now available and the client is trying to edit the contact information for each student registration, but’s it’s updating and overwriting all student ticket type registrations with the same contact data.
It looks as though all student ticket type registrations are linked to just one contact details record, when each registration should have it’s own contact detail recoord.
This is fairly urgent due to the timescales and the client is getting really frustrated, any help or insight would be gratefully received!
The client has been able to update the contact details records for the other two regsitrations using different ticket types in that booking (which originally had “#” in the contact name field also).
If you need any more info please let us know.
Many thanks
LAura
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Lorenzo Orlando Caum
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August 26, 2015 at 7:34 am
Hi Chris,
There are a few ways that a registration can be linked to a registrant.
If you create an event and do not collect the personal question group for additional registrants, then any registrations will be linked to the primary registrant.
If you create an event and do not collect the personal question group for additional registrants but do collect information for additional registrants via custom question groups, then any registrations will be linked to the primary registrant.
If you create an event and collect the personal question group from the additional registrants, then they would have their own records in addition to the primary registrant.
The exception is if you use a unique name but use the same email for all registrations. An email is the authority for a record so if one email was used, then all registrations would be linked to the email for the primary registrant.
To change a registrant that is already linked, you’ll need to use the create contact button instead of editing the existing contact. It looks like this:
http://cl.ly/image/1m3v243x3128
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Lorenzo
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Form & Function
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August 26, 2015 at 8:12 am
Hi Lorenzo
Many thanks for your response.
I think this is the scenario:
‘The exception is if you use a unique name but use the same email for all registrations. An email is the authority for a record so if one email was used, then all registrations would be linked to the email for the primary registrant.’
However, the client has been able to update the email address in that booking for a registrant who isn’t the primary registrant, and not a student.
There is no ‘Create Contact’ button visible anywhere I can see on any of the screens!
I wanted to upload a screenshot but can’t see that function available. On the contact details record of a non-primary resgitrant who is a student it shows all the other students under ‘Registrations for this contact’, where she should only have one .The primary registrant and other non-primary registrant who is not a student only shows one registration under ‘Registrations for this contact’ as it should.
Is there anything else you can think of that’s causing this, and how to resove?
Thanks
Laura
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Lorenzo Orlando Caum
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August 26, 2015 at 1:01 pm
Hi Laura, if you have already edited a registration multiple times, then the create contact button would no longer appear there.
Try canceling the registrations and then manually creating a new registration for the new attendees through the WP dashboard:
https://eventespresso.com/wiki/manually-add-registrant-wordpress-dashboard/
If you are needed a unique name for the additional registrants, then please do ensure that the personal question groups for additional registrants is turned on through the event editor. It appears in the bottom right area of the event editor.
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Lorenzo
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Form & Function
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August 27, 2015 at 2:10 am
Hi Lorenzo
I’m afraid the registrations can’t be cancelled as the invoices have already been processed for the group bookings and it would cause mayhem for the client who is already quite frustrated with this glitch in the system.
What I’m not understanding is that all the attendees for the block booking were registered with their own personal question and custom question group. They should therefore all have their own contact details and registration details.
This seems to be a glitch with the system as the correct process was followed. It doesn’t make sense to have the email address as the authority for the record (two individual registrants may use the same work email address for example), and it’s not clear in the documentation that this is the case.
We have a very frustrated client and really need to get the existing group registrations working as they should so the registrants receive their registration approval emails and tickets to print for the event next weekend. It’s not an option to cancel and reprocess due to the invoicing implications.
Is there no way of rectifying this for existing bookings?
Thanks for all your help.
Laura
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Lorenzo Orlando Caum
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August 27, 2015 at 11:23 am
Hi Laura,
That area is causing some confusion so we need to make some improvements in how those buttons are phrased add/or add help messaging to that area.
The minimum information that Event Espresso needs to process a registration is an email and a name. The email on a registration is the deciding factor if a registration is processed separately or linked to a primary registrant.
If you have edited the registrations multiple times, then the button to create a new contact will no longer appear there.
Are there any remaining registrations where the button appears?
Could you share a link to the event that these registrations took place under? I’d like to see if the personal question group was collected for the additional registrants.
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Lorenzo
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Form & Function
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August 28, 2015 at 5:56 am
Hi Lorenzo
Thanks for your further assistance on this – yes, this aspect is all a bit confusing!
We’ve set an admin user account up so you can take a look.
**Removed**
Please don’t change any of the registration details as this is the live site. The bookings we are experiencing this issue with are registration #677 (Robert Beck, 12 bookings in the transaction, the 10 student places are the ones with the issue) and #1283 (Sara Doidge, 10 bookings in the transaction).
Thanks again for your help and hope we can get this resolved asap.
Laura
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This reply was modified 9 years, 1 month ago by
 Tony. Reason: Removed login details
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Tony
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August 28, 2015 at 6:03 am
Hi Chris,
These forums are public so I have removed those details, please change the password immediately and provide new login details using this form:
https://eventespresso.com/send-login-details/
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Tony
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August 28, 2015 at 6:11 am
Apologies for the short reply, I wanted to remove the details and ensure the password was changed ASAP.
I would recommend against posting private details within a public forum (but that here or any other forum), I just happened to open your thread as you replied but in some cases details could sit within a post for longer periods of time. Which would be more than enough for someone to find them, login and add a plugin providing access your server, from there they can install whatever they want…
If you wish to provide login details to ourselves in the future please use this link:
https://eventespresso.com/send-login-details/
To send them to us securely. Please ensure you include a link to your thread so that we know what the details are for.
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Form & Function
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August 28, 2015 at 6:30 am
Hi Tony
Thanks so much for spotting that! I was on auto pilot and wasn’t thinking!
Password has been reset and I”ll send the login info kjust now via the secire form.
What an idiot! Thanks agan
Laura
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Form & Function
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August 31, 2015 at 7:23 am
Hi guys
Any more word on this? – the issue is really urgent and the system isn’t working as expected. We have a number of individual bookings that used the same email address, we are not able to print tickets with the correct names on them due to the fact the system recognises the email address as a primary key.
The interantional conference is this Sunday and this is really causing a problem for our client.
Many thanks
Laura
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Lorenzo Orlando Caum
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August 31, 2015 at 9:50 am
Hi Laura,
The core plugin recognizes a unique registrant and the associated contact record via an email address and it isn’t something that could be easily changed. If it was, then we would have gladly provided steps on how to make the change.
I was able to see the registrants for both parties and this is the recommended workaround:
Cancel the registrations for the first party by selecting all of them and then toggling cancel from the bulk actions dropdown menu.
Then manually add the registrations via the WP dashboard:
https://eventespresso.com/wiki/manually-add-registrant-wordpress-dashboard/
You’ll need a unique email per name so you could enter that information like this:
First name, Last name, email (e.g. hello@example.com)
First name guest 2, Last name guest 2, unique email (e.g. hello2@example.com)
First name guest 3, Last name guest 3, unique email (e.g. hello3@example.com)
If you already have the guest names, then that could be entered but keep in mind that you would still need a unique email address.
Afterwards, you can go to the transactions page and click on the transaction. Then add a payment with an admin note (e.g. event admin — canceled old registration and creating a new one for updated attendees). When you save the payment information be sure to toggle to registration approved for the status.
From here, you can go to the registrations overview screen and then you’ll see all of the registrations. Look towards the actions column and you should see a ticket icon: http://cl.ly/image/280t0x1c1s0O
Click on that for each registrant to print out the available tickets.
Then repeat the steps above for the next party.
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Lorenzo
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Form & Function
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September 1, 2015 at 3:10 am
Hi Lorenzo
Thanks for taking a look and getting back.
OK, if that’s the only way around it then that’s that. The client will be super angry at all the extra admin! If we had known this was the way it worked we could have mitigated this situation arising. It would be really helpful if EE could make it clear in the documentation, and would be even better if another field was used as the unique identifier – on a practial, real-life level people should be able to book tickets with the same email address and still be recognised as individual registrants.
EE is a fantastic system overall but there’s still a few areas that aren’t conducive to smooth events management!
Thanks for your help
Laura
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Lorenzo Orlando Caum
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September 3, 2015 at 10:25 am
Hi Laura,
I ran some additional testing this afternoon and I located a scenario under which the Add Contact does not appear. For clarity, here are my findings:
A) Event that does not collect any information for additional registrants (http://cl.ly/image/3x1n1a0H1U1k) = Add contact button will appear http://cl.ly/image/3T0H1X0g0F09
B) Event that does collect information from additional registrants but does not ask for the personal question group (http://cl.ly/image/3k3P2o3S1n3g) = No Add contact button will appear http://cl.ly/image/3s3E0m113v2v
C) Event that does collect information from additional registrants including the personal question group (http://cl.ly/image/101f1m0M2s2b) = Add contact button will appear http://cl.ly/image/03241v2M0C28
I think your registrants came in under the scenario described in B and I’m starting a discussion so we can get that button to appear there.
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Lorenzo
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