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mgregor
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October 10, 2014 at 8:17 am
Hello,
After updating from a very old version of wordpress and plugins, I’ve had to do a bit of rebuilding on this site. It seems to be functioning properly, but the Merchant Email Receipt from authorize.net is no longer being sent as part of the registration process. The registration confirmation from EE is functioning properly. Is this something I can fix in EE or is it an Authorize.net thing? I’m also not certain if the previous webmaster used the Authorize SIM gateway or the AIM gateway. Would this be the difference? I’m currently using the AIM.
Thanks for any advice.
🙂
WP 4.0
EE 3.3.1.36.6P
recently updated from dinosaur wordpress
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Josh
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October 10, 2014 at 10:37 am
Hi there,
It turns out there’s an option to enable the email receipts in the Authnet account:
https://www.authorize.net/support/CNP/helpfiles/Account/Settings/Transaction_Format_Settings/Transaction_Response_Settings/Email_Receipts.htm
If that’s in order, can you check on this: When the payment is made, does the registration record in EE get updated to show a Completed payment status?
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mgregor
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October 10, 2014 at 1:38 pm
i do know that the status has been marked completed every time. i will get the client’s authorize credentials and check that.
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Lorenzo Orlando Caum
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October 10, 2014 at 4:33 pm
Hi,
That should fix the issue as that receipt comes from the Authorizenet servers.
Let us know what you find.
—
Lorenzo
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mgregor
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October 11, 2014 at 5:18 am
yes, the authorize.net setting is enabled for email receipts.
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Josh
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October 13, 2014 at 11:14 am
Hi mgregor,
Not sure why those wouldn’t send. Can you check for any older template files or gateway files in the /wp-content/uploads/espresso/ directory? If there are older files there, that might explain why something isn’t working since the update.
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mgregor
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October 14, 2014 at 6:35 pm
actually no, there aren’t any files in there because i had to move them out when the original theme stopped working with the new EE.
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Lorenzo Orlando Caum
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October 14, 2014 at 8:07 pm
Hi,
Did you overwrite the existing Event Espresso files when you upgraded?
Or did you remove or relocate the old files and folders and install a fresh copy through WordPress Plugins?
—
Lorenzo
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mgregor
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October 16, 2014 at 7:12 am
i just executed the upgrade through the wp-admin.
sorry my replies have been so spotty, i have other jobs and can’t focus on websites on a couple days out of the week, but will be working for the next several to get this site running properly again, so thanks for sticking with me.
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mgregor
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October 16, 2014 at 10:13 am
i just renamed my old event_espresso plugin and uploaded a freshly downloaded .zip via the wp-admin.
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Lorenzo Orlando Caum
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October 16, 2014 at 11:25 am
Hi,
Thanks for trying a reinstall. Did this correct the issue?
—
Lorenzo
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mgregor
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October 17, 2014 at 7:08 am
i’m waiting to hear if another registration came in last night. i’ll let you know.
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mgregor
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October 20, 2014 at 10:02 am
my understanding is that some registrations arrived with both ee and authorize confirmations, but now some are coming in with just the authorize confirmations and not EE. i’m asking her to send me screenshots of the confirmations she’s getting.
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Josh
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October 20, 2014 at 12:49 pm
Hi there,
Usually in cases where only some of the emails are landing in the emails we ask them to check their spam folder.
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mgregor
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October 21, 2014 at 6:55 am
hmm. something’s not right. here are three screenshots.
http://imgur.com/a/yIfFR
they show emails received over the past weekend from AuthNet, EE and an empty Spam folder.
thanks.
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Josh
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October 21, 2014 at 8:10 am
Hi there,
You can troubleshoot this further by installing the email log plugin:
https://wordpress.org/plugins/email-log/
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mgregor
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October 23, 2014 at 2:34 pm
hi… i see in the log there have been some successful registrations in the last day, but we are not getting any emails from EE now at all.
here’s a screenshot of the log.
redacted – loc
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Lorenzo Orlando Caum
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October 23, 2014 at 4:01 pm
Hi there, I’ve hidden your most recent image as our support forums are semi-public.
Could you setup a transactional email service like Mandrill or Postmark App?
https://eventespresso.com/wiki/postmark-app-mandrill-transactional-email-handling-services/
These help ensure that emails are delivered to the inbox instead of being lost or marked as spam. Mandrill offers a generous free tier up to 12,000 emails per month.
—
Lorenzo
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mgregor
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October 27, 2014 at 7:17 am
i can… i am really trying hard to avoid installing a bunch of extra plugins though. it was working before so it stands to reason it would work without adding an extra plugin, right?
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mgregor
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October 27, 2014 at 7:27 am
is WP-Mail-SMTP similar to the plugins you recommended? this site was loaded with so many plugins that were throwing errors….
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mgregor
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October 27, 2014 at 7:36 am
also, that link for mandrill is throwing a 502 error on your site.
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Lorenzo Orlando Caum
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October 28, 2014 at 10:00 am
Hi,
Please try this link again:
https://eventespresso.com/wiki/postmark-app-mandrill-transactional-email-handling-services/
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Lorenzo
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mgregor
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November 5, 2014 at 4:59 am
that link works now, thanks. can you answer my previous question? (is WP-Mail-SMTP similar to the plugins you recommended? this site was loaded with so many plugins that were throwing errors….) i’m hestitant to install something that might overlap/interfere with something the old developer did.
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Tony
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November 5, 2014 at 5:20 am
Kind of yes.
WP-Mail-SMTP allows you to set a server that will be used for your outgoing mail rather than using your host.
The wpMandrill plugin for Mandrill (which is the service I use) does effectively the same thing, only it does not provide you with options for the server, it just sends all of you transactional email through Mandrill.
If you like to test this, save your details from the WP-Mail-SMTP plugin, then de-activate it. (Don’t delete it just yet)
Then follow the steps here:
http://blog.mailchimp.com/transactional-email-plugin-for-WordPress/
To setup wpMandrill and connect your site with your Mandrill account.
Your emails will then be sent through Mandrill’s servers and should works as expected.
If all works as expected you can remove the SMTP plugin.
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mgregor
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November 13, 2014 at 10:44 am
thank you for the explanation, i’ve installed the plugin, but we’re still not getting confirmation emails from both systems consistently, although the undelivered emails are seeming to happen less frequently.
additionally, as far as i can tell, mandrill does not help me see *which* emails failed or why. how is mandrill going to help solve this problem? what am i looking for? where do i look?
thanks for holding my hand through this. 🙂
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Lorenzo Orlando Caum
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November 13, 2014 at 11:09 am
Hi,
How was the site upgraded to Event Espresso 3.1.3.36? Was this done manually via SFTP or FTP?
Are there any customizations to any custom templates?
Also, are you currently using Mandrill, Postmark app, or the WP-SMTP email plugin?
—
Lorenzo
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mgregor
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November 17, 2014 at 4:26 pm
the first time i upgraded, i did it through the plugin menu in the wp-admin. then i did an ftp upload of new files after starting the support process. i have not modified any templates and removed the ones that were there, forcing the defaults, i believe earlier in this thread. i have mandrill installed and running now. she views her email through a web browser. thank you!
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Josh
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November 17, 2014 at 5:35 pm
Unlike your host’s email server, Mandrill is built to ensure transactional email delivery. Plus, you can track email delivery within your Mandrill account. If you’re using SMTP with Mandrill, they let you view the last 100 failed API calls for your account as well.
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mgregor
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November 21, 2014 at 8:57 am
i have data from mandrill and my client. the issue since 11/11 is that authorize email delivery to us on EE purchases are inconsistent. out of ~125 emails we did not receive authorize confirmation on 16. the payment was secured though. help.
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Lorenzo Orlando Caum
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November 21, 2014 at 12:32 pm
Hi,
Were payments actually received for those sixteen registrations? A payment needs to be received before that email will go out to the recipient.
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Lorenzo
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mgregor
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November 21, 2014 at 2:56 pm
yes, i believe so. i will verify with the client.
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mgregor
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November 21, 2014 at 5:08 pm
yes. the payments were successful.
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mgregor
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December 1, 2014 at 7:26 am
*bump* happy post-turkey day. any thoughts on how my client can get the EE/Authnet emails matching up again?
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Tony
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December 3, 2014 at 3:34 am
Hi,
Have you contacted Auth.net regarding this?
Re-reading the thread, some auth.net emails are being received, others are not, however it appears EE is functioning correctly. The Auth.net confirmation email is sent from their server, not yours, EE has no control over this email (other than sending the customers email address to Auth.net, which it must be doing or none of the auth.net emails would work)
Looking at the registrations that have NOT sent confirmation emails, can you see if those registrants have made multiple registrations at all?
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mgregor
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December 11, 2014 at 8:46 am
i will ask her to look at the failed emails and see if they were multiple registrations (or are you asking if they are repeat customers?). thank you for answering.
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Tony
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December 12, 2014 at 5:34 am
(or are you asking if they are repeat customers?).
To clarify I’m thinking more of a user registering (and paying for) multiple attendees in more than one registration.
Say you have Event X and you register yourself onto that event, you then pay using Auth.net
You also want to register your friend, so you then click back a few times and get to the event again, then input their details, go through to Auth.net and pay again…
What I’m wondering is if these users are making quick transactions with a short amount of time between them?
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mgregor
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December 16, 2014 at 6:45 am
we had a call with auth net. they think it’s a godaddy problem, but we added a gmail account to the system to see if somehow the missing forms come thru to that one instead. we’ll watch it for a few days.
we looked for a pattern. there wasn’t much consistency. some were single registrations, others were multiple. how can we tell you if they were quick transactions? looking at the time of the transactions in authnet?
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Josh
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December 17, 2014 at 12:36 pm
Yes, if there are only minutes between the transactions time, it could be they were registering multiple times from the same computer.
It may be that auth net is on to something. We typically recommend not hosting on Godaddy because many folks have had numerous issues with the hosting there.
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