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toan.ngo1
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May 23, 2016 at 7:57 pm
Good Evening,
Our organization has multiple events. We have had over 150 users register. However, after one of our events this past weekend. 2 Registrants that registered and had their printed out tickets are no where to be found on the back-end. We have a copy of their ticket, which you can see below, and we have confirmation from PayPal of their payment. However, I queried in the back-end and through the database tables and I am unable to find the registrants anywhere.
Please see the attached screenshot.
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Josh
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May 24, 2016 at 9:18 am
Did you check the Registration’s Trash? Along with that, you can also do a search for the reg code, which is 3573-2-1-a3d4.
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toan.ngo1
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May 24, 2016 at 9:33 am
Josh, I did do a search on the Reg Code under Registrations and I did check the trash. It is quite odd to say the least, but we need the registrants contact information.
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Josh
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May 24, 2016 at 10:28 am
The other place you can check is in Event Espresso > Payment Methods > Logs. Since you have the confirmation from PayPal of Payment, you can get the date/time of payment and find the matching payment logs that PayPal should have sent to your site. There will be at least 3 log entries for the transaction there in the payment logs.
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toan.ngo1
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May 24, 2016 at 7:54 pm
I can’t find the 2 registrants anywhere in the logs. I searched by the transaction ID from PayPal. I did do a different user and was able to find them, but not the two that are missing.
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Tony
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May 25, 2016 at 5:11 am
Rather than searching for the PayPal Txn ID within the payment method section, check the date/time the payment was made within PayPal and filter the list to view around those times.
If there is a problem with the Registration/Transaction within EE you can not rely on the details being pulling from those during the searching. So you need to manually confirm if there are log entries for that payment around the correct date and time.
Then you can check within the log to see if it matches any details you have.
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toan.ngo1
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May 25, 2016 at 5:25 am
Tony,
I went into PayPal and verified the two missing transactions – One made on April 25, 2016 at 1900 and the other on April 26 at 1700.
In the logs, I have NO transactions for the 26th and the one on the 25th, None of the 10 records were it.
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Tony
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May 25, 2016 at 5:49 am
Event Espresso > Payment Methods > Logs does not list transactions, it lists log entries linked to transactions.
It may sound like I’m being picky when I say that and I don’t mean to be, but its important because if you have no entries in the logs for those dates that relate to those payment, then it would appear EE did not receive any response from PayPal at all for those registrations.
If EE received IPN’s or any other payment data from PayPal it would add entries to the logs even if there was no Registration/Transaction available for the payment it should be applying to. The entry would show no valid transaction but it would list the variables passed on that request… or it would throw a fatal error.
Can you check within the server error logs around the same time again and see if there are any fatal errors from EE at all?
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toan.ngo1
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May 25, 2016 at 6:52 am
Tony, I’ll check the server logs today. But if EE did not receive a response from PayPal, wouldn’t that not generate a ticket. The user had a ticket at the event? I”m just confused. Sorry!
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Tony
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May 25, 2016 at 8:38 am
That’s correct, if no information was received then they should not have a ticket which is why we are asking to double check within the logs. It’s really strange that no information can be found there.
What do you have set for the default registration status for your events? It is set within the event editor for each event, in this example it is Pending payment – http://take.ms/DHBGCd
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toan.ngo1
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May 25, 2016 at 9:00 am
Tony,
Default is pending payments and I have no pending payments from the user.
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toan.ngo1
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May 25, 2016 at 9:09 am
I can provide you with the login if needed.
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Josh
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May 25, 2016 at 1:17 pm
A log in to the WordPress admin may not really help. You might look right in the database (with a tool like phpmyadmin) for transaction ID 3573 in the esp_transaction table. The first part of the reg code is the transaction ID.
You could also try going to
yoursite.com/wp-admin/admin.php?page=espresso_transactions&action=view_transaction&TXN_ID=3573
If you see a blank page though, that means the transaction was deleted.
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toan.ngo1
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May 25, 2016 at 7:18 pm
I went into the Transaction table and I was unable to locate the transaction for 3573.
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toan.ngo1
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May 25, 2016 at 7:18 pm
If I goto the link you provided above with my URL I get the following ”
Fatal error: Call to a member function ID() on a non-object in /home/content/p3pnexwpnas13_data02/25/3257925/html/wp-content/plugins/event-espresso-core-reg/admin_pages/transactions/Transactions_Admin_Page.core.php on line 713″
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Josh
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May 26, 2016 at 6:36 am
The error means that the transaction associated with the registration was deleted. If you have a backup of the database that was made shortly after the registration was made, you should be able to get that transaction and registration info from the backup.
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toan.ngo1
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May 27, 2016 at 11:03 pm
Josh, it is a concern, as we didn’t delete the record. Any idea on how it could have gotten deleted or how we can prevent this from happening again?
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Josh
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May 31, 2016 at 8:44 am
Can you check your server’s PHP error logs for around the time that transaction 3573 was made?
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