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Missing Emails?

Posted: February 9, 2017 at 4:33 am


MichaelSmithDesign

February 9, 2017 at 4:33 am

Hi

My client has Event Expresso installed and set-up to accept payments through Worldpay. Approximately 10% of the sales don’t receive the confirmation ticket from Event Expresso, but do get a payment received confirmation from Worldpay.

I have checked the Worldpay settings and they are OK.

Have I missed something in Event Expresso?

Below are the General settings:
Email Settings:
Send payment confirmation emails? YES
Send registration confirmation emails before payment is received? NO
Use fancy email headers? NO

Default Payment Status (this value will be automatically filled in for each person’s payment status, until payment is made, for each event): Incomplete (default)

Below is the system status.

Event Espresso version 3.1.37.11.P
WordPress version WP 4.7.2

Installed plugins
Backup by BackupGuard version 1.1.33,
Black Studio TinyMCE Widget by Black Studio version 2.3.1,
Envira Gallery by Thomas Griffin version 1.4.1.8,
Event Espresso – Ticketing by Event Espresso version 2.2.0.p,
Event Espresso by Event Espresso version 3.1.37.11.P,
Limit Login Attempts by Johan Eenfeldt version 1.7.1,
MailChimp for WordPress by ibericode version 4.0.13,
Pinterest Verify by Phil Derksen version 1.0.4,
Slider Revolution by ThemePunch version 5.2.5.1,
Page Builder by SiteOrigin by SiteOrigin version 2.4.24,
SiteOrigin Widgets Bundle by SiteOrigin version 1.8.1,
Yoast SEO by Team Yoast version 4.2.1

Any help will be appreciated.


Lorenzo Orlando Caum

  • Support Staff

February 9, 2017 at 6:03 am

Hello,

Try setting up a free transactional email service:

https://eventespresso.com/wiki/postmark-app-mandrill-transactional-email-handling-services/

That will take over sending emails from the local email server and is more reliable.


Lorenzo


MichaelSmithDesign

February 14, 2017 at 3:21 am

OK

I have set up MailGun as per instructions and emails are still not being sent?

This issue is wasting far too much of my time and may consider dropping this application from the website and use another event app.

Regards


Lorenzo Orlando Caum

  • Support Staff

February 14, 2017 at 8:13 am

Hi,

The transactional email service will track those emails.

If you are currently using one such as MailGun, then you’ll be able to see if they were sent through the service.

Have any of the guests reported the emails being in the junk or spam email folders?


Lorenzo


MichaelSmithDesign

February 14, 2017 at 8:43 am

Hi

So MailGun just reports messages that aren’t sent.

We have asked customers to check Junk/Spam and none of them have reported this happening. The customer is only getting a payment confirmation from WorldPay, but no event ticket. This is happening to most transactions via WorldPay.

Regards


Josh

  • Support Staff

February 14, 2017 at 12:31 pm

Did you check the status of the registration in Event Espresso’s registration list table? It’s possible that your server didn’t receive the payment notification from WorldPay, so then without that, it will not send tickets or payment confirmation emails.


MichaelSmithDesign

February 17, 2017 at 2:38 am

Hi

Where is the registration list table?

To clarify – all the customers get Payment Confirmation from WorldPay.

About 10% – 20% of customers do not get their confirmation email or Event Espresso tickets. However, the Attendee Report status for WorldPay shows the transaction as complete. Therefore, WorldPay is communicating with Event Espresso.

I solution to this problem would be appreciated.

Regards


Josh

  • Support Staff

February 17, 2017 at 10:57 am

The Registration List Table is in Event Espresso > Events > Registrations.

You might consider dropping Event Espresso 3 and going with a more reliable solution like Event Smart.


MichaelSmithDesign

February 17, 2017 at 11:04 am

We are hosted on a cloud hosting platform with Vidahost.
Using php 5.6

Discovered this error in the EE system status?

Session save path
Warning: is_dir(): Unable to find the wrapper "tcp" – did you forget to enable it when you configured PHP? in /var/sites/t/tuppennybarn.co.uk/public_html/wp-content/plugins/event-espresso/includes/espresso-admin-status.php on line 295

Warning: is_dir(): Unable to find the wrapper "tcp" – did you forget to enable it when you configured PHP? in /var/sites/t/tuppennybarn.co.uk/public_html/wp-content/plugins/event-espresso/includes/espresso-admin-status.php on line 295
tcp://10.168.1.55:11211?persistent=0&weight=1&timeout=5&retry_interval=15 does not exist – contact your host to resolve the problem.
Session name PHPSESSID
Remote Posting/IPN


hoffman

February 20, 2017 at 3:55 am

We’re having exactly the same issue. Payments are being taken, Worldpay is sending us and the customer confirmations, but the messages from EE aren’t arriving. In ‘failed messages’ I’m being told: “Unable to send message because the “html” messenger is not active or not installed” Does that help at all?


frogmorris

February 22, 2017 at 10:42 am

This has been happening to us as well, with almost exactly 10% of e-mails failing. We spend most of our admin time resending tickets to unhappy clients!

We are using PayPal, and not WorldPay

This is a typical error message:

“Message was not executed successfully.
Messenger and Message Type were valid and active, but the messenger send method failed.
The email did not send successfully.
The WordPress wp_mail function is used for sending mails but does not give any useful information when an email fails to send.
It is possible the “to” address (w.g.raynaud@qmul.ac.uk) or “from” address (Angel Comedy Club ) is invalid.”


Josh

  • Support Staff

February 22, 2017 at 11:49 am

The last part of the error message (“from” address (Angel Comedy Club ) is invalid.”) suggests you need to change the from field in the email templates. I can advise putting the [CO_EMAIL] short code in the from field.


frogmorris

February 27, 2017 at 7:01 am

The from field is set to [CO_FORMATTED_EMAIL]. As this is the case for all e-mails, and all events have the same ‘author’, why would 10% fail?

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