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Cheri Henney
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April 2, 2015 at 9:28 am
Several random attendee records have not been recorded in Event Espresso, but have successful records of payment in Authorize.net. I am currently using Event Espresso – 3.1.37.1.P. The attendees have received their confirmation letters, and I can find their payment records in Authorize.net, but there are no records of them in EE at all (not even under a different event). Any help is appreciated. They are not in the max count of the events which is causing me a huge amount of work, and disgruntled paying guests.
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Lorenzo Orlando Caum
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April 2, 2015 at 9:51 am
Hi Cheri,
What version of Event Espresso are you using?
Also, are you currently or were you recently using any caching services such as Cloudflare, WP super cache, W3 total cache?
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Lorenzo
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Tony
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April 2, 2015 at 10:02 am
Also do you know if these attendees have made multiple bookings?
For example have they registered attendee 1, paid, then clicked back and registered attendee 2 and paid?
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Cheri Henney
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April 2, 2015 at 10:50 am
Tony, the version of EE is in my original description – EE 3.1.37.1.P
No, these missing records were not making multiple bookings. Just the one booking, recorded in AuthNet, plus they received the confirmation email from EE, yet no record shows in EE.
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Tony
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April 2, 2015 at 12:43 pm
Hi Cheri,
OK, thank you.
Could you also answer @lorenzo’s question on caching, this could be in the form of plugins or server side caching (you may need to check with your host to see if they run any)
Who is your hosting company?
You mention this happens for random attendees, so some Auth.net payments are working for some but not all attendees?
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Cheri Henney
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April 2, 2015 at 4:03 pm
Sorry, totally forgot to respond to the Caching question. I do not believe so, but I will also check with my hosting company. It is a small hosting company that is owned by a friend of mine.
Yes, it is random. Out of 100 successful registrations that pay through Authnet, maybe 2 to 5 are missing. I don’t know for sure how many because I haven’t discovered them all yet as I don’t know who is missing. They occur on different days, for different events, for different people, paying at different times during the day. Nothing consistent that I can find.
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Dean
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April 3, 2015 at 3:14 am
One other option to check, have you spoken to any of the affected customers? If so, did they mention registering more than once? It *might* be that they are hitting the back button and over riding their original registration. We added some checks in to help prevent that but it could in theory still happen.
This is perhaps more likely as the check we use is JavaScript based and your site has a JavaScript error on it, which may stop this warning message from appearing.
The error is related to the Flexslider.
Please let us know what you host and customer say.
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Cheri Henney
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April 3, 2015 at 10:41 am
Also, it does not appear that the customers are causing this issue by hitting the back button.
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Lorenzo Orlando Caum
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April 6, 2015 at 7:41 am
Hi Cheri, were you able to follow up with your friend regarding caching services on the site? Here are some examples:
Cloudflare
WP super cache
W3 total cache
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Lorenzo
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Cheri Henney
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April 7, 2015 at 9:14 am
Definitely no caching
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Lorenzo Orlando Caum
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April 7, 2015 at 9:43 am
Thanks for checking into this Cheri. I wanted to revisit this comment:
Also, it does not appear that the customers are causing this issue by hitting the back button.
Here is an overview of the registration flow:
1) Attendee arrives at single event page
2) Attendee adds their registration information and clicks on the Register button
3) Attendee then confirms registration details
–> At this point, their information is recorded in Event Espresso
4) Attendee then completes a payment if one is required
5) Attendee arrives at thank you page and a confirmation email is sent out to the merchant and attendee.
If I understand this issue correctly, you are receiving payments but those records are not appearing in Event Espresso. It is possible to duplicate this issue by using the back button to move backwards and then starting a new registration. There is a warning to prevent this but you can get past it by clicking to confirm.
If this happens, then the prior registration would be removed and a new one would be added.
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Lorenzo
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Cheri Henney
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April 7, 2015 at 10:19 am
Backing up and starting a new registration wouldn’t do this, as it would appear as a second attendee. We don’t have these guests as attendees at all in EE. My web guy also searched the full database and they are not in EE as attendees under any status. So they are completing step 3 and step 4, but 3 is failing somehow.
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Josh
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April 10, 2015 at 3:30 pm
Hi Cheri,
It turns out that if they back up and start a new registration **before** their session is cleared, then it would not record a second attendee. Instead, the original attendee record would be replaced when they submit the second set of registration details on the same session.
Since there is a JavaScript error on the webpage, I can advise checking with your web guy to see if he can remove the Flexslider code from both the registration and thank you pages in order to make sure everything works on the registration pages across all web browsers when people register on your site.
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Cheri Henney
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April 10, 2015 at 6:14 pm
OK I totally get it … I stand corrected. I have forwarded to my web guy and he will give it a go. Thank you so much.
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Dean
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April 13, 2015 at 12:44 am
Hi,
Please let us know if you need any further assistance with this topic.
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Cheri Henney
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April 16, 2015 at 9:47 am
I am still having guests call with missing records, but don’t know if it is still happening. I will create a new topic if I see new occurrences. Thank you very much for your help.
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Lorenzo Orlando Caum
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April 16, 2015 at 1:46 pm
Thanks. If you see this again and create a new support post, then please do include a link to this original support post as that will bring us up to speed so we don’t ask the same questions again.
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Lorenzo
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