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Andrea Monti
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April 26, 2022 at 6:16 pm
In the last 8 days we got 17 Failed registrations that don’t have any registrant info included, so we can’t even reach out to those potential buyers! At the same time everything looks like working fine and we also got some Approved registrations. Any ideas please!?
WordPress Version: 5.9.3
PHP Version: 7.3.33
MySQL Version: 5.7.26
Event Espresso Version: 4.10.29.p
WordPress Address (URL): https://tangousachampionship.com
Site address (URL): https://tangousachampionship.com
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Tony
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April 27, 2022 at 4:34 am
Hi there,
Just to confirm I follow, where do you see those failed transactions in the admin, please?
Can you add a screenshot?
https://eventespresso.com/wiki/troubleshooting-checklist/#screenshots
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Andrea Monti
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April 27, 2022 at 9:35 am
Hello. Here you have to screenshot:
https://tangousachampionship.com/wp-content/uploads/2022/04/Untitled.png
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Andrea Monti
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April 28, 2022 at 10:02 am
Hello. We bought a support token yesterday, but nobody contacted us yet and we keep losing registrations! Any help?
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Tony
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April 28, 2022 at 12:44 pm
Hi there,
Have you had any reports of issues from your users?
The registrations you’ve highlighted are not ‘failed’ registrations, they are ‘Incomplete’ registrations assigned to ‘Failed’ transactions. They do not actually indicate a problem unless you are getting reports of issues from your users.
To explain, when you select a ticket on the ticket selector, Event Espresso created the registrations and EE Transaction associated with those in background. It sets the registration status to be incomplete and the transaction status as failed. As the registration process works through the checkout those registrations are then updated as the registrant works through each individual step.
So what you can see there are registrations create where a ticket selector submission has been made and then nothing else further from there, that could be from users then running into an issue (which is why I asked the above) or bots simply submitting the ticket selector form on your site.
Do you have reCaptcha enabled at all?
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Andrea Monti
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April 28, 2022 at 2:53 pm
Hello. Thanks for your answer. Yes, we had this issue reported by some users. They contacted us saying they cannot pass to the second page. Yesterday we contacted a man who finally succeeded in his registration (we contacted him because we guessed based on the timeframe, that the previous failed registrations belonged to him). This is what he told us “…yes I had failed attempts on the registration form as the browser could not get to the second page. I am using a Mac and I had the failed attempts while using the Safari browser. I am not sure if it is due to the settings. I tried using Chrome on the Mac and the registration process went smoothly. I hope this helps.”
We need to fix this issue urgently because our registration closes on May 4 and the end of the registration period is when we normally get lots of registrations.
Being this an emergency, we bought a token yesterday, we received a confirmation email from EE, but nobody has contacted us yet. We don’t understand how this “emergency” system works! As you can imagine, every minute counts and we have been dealing with this error for 10 days now. Too long.
Thank you for your help!
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Tony
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April 29, 2022 at 5:53 am
As much as I would like to help, without some way to be able to reproduce the issue/error there isn’t really much we can help with currently.
‘Incomplete’ registrations don’t indicate a problem unless there is a reproducible error to see why they are being blocked. I’ve run through a few registrations on the site and had another member of the team attempt a registration using MAC but again, no issues.
Is there a specific event or specific set of steps we need to use to reproduce this?
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