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Jason Lee
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April 21, 2014 at 7:52 pm
Thanks in advance for the always great support.
We’ve had some issues recently with a couple lost reservations and events disappearing.
Reservation
– The user made 2 reservations and received confirmation emails and then they were no longer in the system a few hours later. We have the ability to cancel hidden from the front end user. The user said something about changing their username, would that effect this? (I believe they did change before reservations but not sure)
Events
– We had 3 events just vanish. They were up and then people started making reservations and they vanished. I have no idea where to start to trouble shoot this but I want to have some peace of mind that this isn’t going to happen as we are using EE on 6 sites now and expanding to 30 by the end of the year.
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Jason Lee
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April 21, 2014 at 7:52 pm
Our site is built with s2member pro and EE3
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Tony
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April 22, 2014 at 2:34 am
Hi Jason,
Reservation
– The user made 2 reservations and received confirmation emails and then they were no longer in the system a few hours later. We have the ability to cancel hidden from the front end user. The user said something about changing their username, would that effect this? (I believe they did change before reservations but not sure)
I’m assuming you are using the WP User Integration Add-on but changing the username should not affect the registration, the User_ID is used to reference the users.
The sites are member sites so we can’t view anything currently, would is be possible for you to send us temporary log in details for the site in question so we can see the registration process. We would need to run a couple of test registrations.
If so please send the details via https://eventespresso.com/send-login-details/
Events
– We had 3 events just vanish. They were up and then people started making reservations and they vanished. I have no idea where to start to trouble shoot this but I want to have some peace of mind that this isn’t going to happen as we are using EE on 6 sites now and expanding to 30 by the end of the year.
If you go to Event Espresso -> Event Overview. Setup the filters like this: http://take.ms/WtarM
Then click ‘Retrieve’. Can you see the events within the overview now?
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Jason Lee
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April 22, 2014 at 1:13 pm
No, I checked this already as I searched the forums before posting just to make sure 🙂 I saw this was an update with the recent versions and this did not retrieve the events.
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Jason Lee
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April 22, 2014 at 3:30 pm
We had another member reservation disappear from the same site that I sent you. I can provide information on it if you want?
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Tony
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April 22, 2014 at 3:51 pm
Hi Jason,
Do you have any details of the steps taken by the user?
For example, did the user register onto one of the events then use the browsers back button and register onto another?
You mentioned
you have the ability to cancel hidden from the front end user.
Have you also removed this functionality from the ‘My Events’ sections within Dashboard -> Users -> My Events?
For the site in which events disappeared can you link one of you license keys to the site please? We can not support installs that are not linked with a support license 🙂
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Jason Lee
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April 22, 2014 at 4:16 pm
I will link them now to San Fran and South Florida.
The user in Denver reserved the event and received the confirmation email. Several hours later they checked back in and had no reservation in their account.
We have it set up where the user is not able to access the dashboard for their accounts at all so we did not do any hiding of that function from that dashboard page. The only page the user has access to where canceling was available was the “My Events” page.
The most recent user in San Francisco, created an account, made a reservation and received a confirmation email and then their account was deleted (not by us) and the reservations of course cancelled as well with that. There is not trace of the account in there now.
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Jason Lee
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April 22, 2014 at 6:01 pm
(User error is not completely out of the question, as customer service is new to learning things)
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Tony
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April 23, 2014 at 10:38 am
Hi Jason,
Both these lost registrations appear to be when altering the user account, I’m currently investigating further.
The most recent user in San Francisco, created an account, made a reservation and received a confirmation email and then their account was deleted (not by us) and the reservations of course cancelled as well with that. There is not trace of the account in there now.
So the user account was deleted and with that the registration was automatically removed or manually? Where are you checking for the reservation?
Sorry for the all the questions, this is not something I can reproduce currently so the more detailed steps you can provide the more it will help narrow down the issue.
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Jason Lee
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April 23, 2014 at 1:12 pm
Totally understand all the questions, I’ve also been trying to reproduce as it wasn’t me who put them in and I can’t be 100% positive what everyone did.
Yea, the first user (the one, initials DB) I believe made a change to their associated email with the account, I’m not sure before or after the reservation.
The second user made an account, reserved a reservation and then just fully disappeared from the system (user and reservations), like vanished lol I know this is highly unlikely for the system to just do that, which is why I haven’t fully ruled out admin error.
Thanks for digging
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