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Missing Transaction

Posted: July 7, 2020 at 9:14 am


July 7, 2020 at 9:14 am

HI we were just reconciling our Stripe account and we have received a payment from a camper but I cannot find her anywhere in the transactions or registrations.


  • Support Staff

July 8, 2020 at 10:46 am

Hi there,

How long ago was the payment made?

If you go to Event Espresso -> Payment methods -> logs and check the logs for around the same time the payment was made do you see any entries listed?


July 8, 2020 at 11:53 am

Well there is another issue than… I just went into our payment logs and it only dates back to 6/30/20 but our firs transaction was received was 6/22/20.


  • Support Staff

July 8, 2020 at 12:17 pm

That could be related.

If you check the settings tab in that same section how long is EE set to store logs for?


July 8, 2020 at 12:20 pm

Ahhh it is set to 7 days. If I update will it show the missing transactions?


  • Support Staff

July 8, 2020 at 12:34 pm

No, once the logs hit the threshold set they are dropped from the database so changing it now won’t show additional entries as those rows are no longer in the database.

We’d need those at least payment logs for the payment in question to see what happened here.

I’m assuming you’ve checked in Event Espresso -> Transactions for transactions made on the day of the payment to see if anything shows?


July 8, 2020 at 1:03 pm

Yes I searched through transactions and registrations sections.


  • Support Staff

July 9, 2020 at 3:57 am

Unfortunately, with no payment logs and no record of a transaction/registration, we can’t give you any additional details on what has happened here.

The registration/transaction list tables pull all of the details directly from the database so if the data isn’t shown there it isn’t in the database.

Payment logs could give some kind of indication of what happened to the users request during payment which can sometimes help identify issues (although it would still be really out of the ordinary for a registration to be dropped from the database at that point).

Any chaining enabled on the site? If so, have the EE critical pages been excluded from the cache?


  • Support Staff

July 9, 2020 at 3:58 am

Actually, have you had a look in the messages section for any emails trigger for this registrant?

Event Espresso -> Messages -> Message activity.

Can you see any emails send to the user in question for this payment?

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