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Missing reg & txn record but user got ticket notice and paid

Posted: October 4, 2019 at 9:15 am

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ICLE

October 4, 2019 at 9:15 am

*redacted*

A user got this email, the link to tickets does not work. The user does not have a registration nor a transaction yet shows a charge on their card (FirstData Payeezy)

What might cause this?
Willing to cash in support token to solve this quickly.

We have a couple dozen like this out of five or six hundred successful transactions and registrations. Pretty urgent and needs to be solved quickly as we have thousands of registrations expected in the next few weeks.

  • This topic was modified 5 years, 1 month ago by Josh. Reason: removed screenshot which contains personal identifiable information


Josh

  • Support Staff

    •

October 4, 2019 at 9:27 am

Hi,

The first thing to check is if there’s a dev/staging site that has the same event. They may have registered on that site, which would explain why you’re not seeing the registration on the production site.


ICLE

October 4, 2019 at 9:41 am

Event is not on dev.

If the site was restored from 4am backup, would this reflect records lost in the intervening time? The site was restored approximatley at 11AM.

How can we rebuild these records from the payeezy logs if these are our only clue?


Josh

  • Support Staff

    •

October 4, 2019 at 10:07 am

Yes if on Sept 17 you restored the db to a backup taken at 4am that day, any registrations that came in from 4am to 11am would not be in the the backup. The registration email time says 10:25am, so it would not have been in the backup.

You could manually add the registrations via the wp-admin using the records from your payment provider.

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Status: closed

Updated by Josh 5 years, 1 month ago ago

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