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urgent… not receiving payments

Posted: March 12, 2013 at 1:33 pm


bdeevers

March 12, 2013 at 1:33 pm

I have WP 3.5.1 and EE 3.1.3 Right after upgrading both WP and EE i have experienced problems. First with templates which has been resolved, thank you… Now we are not seeing payments get processed. our Authorize.net settings appear to be in order. We’ve gotten emails from customers saying that CC payments are not going through plus no payments have been deposited for nearly 2 weeks. What could be happening?


bdeevers

March 12, 2013 at 2:17 pm

i noticed that i had the previous EE plugin still present in my plugins folder. it was deactivated but perhaps is confusing the system?


Josh

  • Support Staff

March 12, 2013 at 3:28 pm

Hi there,

It’s best practice to remove all the old code from the server when upgrading.

I’d recommend checking and making sure that your add-ons are all up to date and using the latest versions available from your account page. Also, I’d check for any old gateway files/folders in /wp-content/uploads/espresso/gateways. If there is anything in there that was copied over from the older version of Event Espresso, these will not have the updated pricing functions that were updated in Event Espresso 3.1.28 and will override the newer gateway code.


bdeevers

March 12, 2013 at 3:41 pm

Hmm, all of my addons are up-to-date and I checked /wp-content/uploads/espresso/gateways – and that directory is empty.


Josh

  • Support Staff

March 13, 2013 at 6:35 am

Hi there,

In this case, I’d recommend setting up the authorize.net payment settings to use test mode and run a test, it will show debug info in test mode that may help narrow down the issue.

Also, can you check to see if there is a custom_functions.php file installed in /wp-content/uploads/espresso/templates? If so, are there any custom functions added there, and if so, what functions are in there?


bdeevers

March 13, 2013 at 7:49 am

i will try the test mode with the authorize.net setting, meanwhile, no custom_functions.php in /wp-content/uploads/espresso/templates — which is actually named /wp-content/uploads/espresso/templates-2013-03-08-13-14-39 – that ok?


bdeevers

March 13, 2013 at 8:36 am

i checked the authorize.net account and could see that there have been no settled transactions since March 4. That’s the day i updated EE and WP. What could blow up our gateway from updating the software. i haven’t done any custom coding to templates.


bdeevers

March 13, 2013 at 11:43 am

hi guys, i conducted a test transaction and got no feedback from the dbug feature. people have registered but we haven’t received payments… so we fear that our clients are going to wonder where their money went! this all happened when i updated EE on March 4th. I can’t imagine why i would ever want to update the software again if it’s going to put us out of business.


Josh

  • Support Staff

March 13, 2013 at 12:03 pm

Hi there,

I can assure you that the gateways are tested before releasing any changes to them. In this case, both the authorize.net AIM and SIM gateways are working on our test servers. So I’m not sure why they are not working on your site. Do you know which version you had updated from?

Can you tell us which authorize.net gateway you are using, AIM or SIM?

You had mentioned that there are no settled transactions since the update. Are there any transactions that were sent from your site since then – just not settled?


bdeevers

March 13, 2013 at 12:08 pm

hi josh, numerous transactions sent. none are settled. we are using AIM. 2 transactions were by me for testing and are unsettled. while paying on our site the payment looks confirmed and normal like i’ve paid. i’m going to reset the transaction key with auth.net… if that doesn’t work i’m going to send this to you guys as a priority support token.


bdeevers

March 13, 2013 at 12:10 pm

sorry, don’t recall the previous version of EE, it was fairly recent and i got rid of it from the plugins page in an attempt clean house.


bdeevers

March 13, 2013 at 12:17 pm

Less comforting is that when i check Authorize.net there are NO RECORDS. there is nothing to be settled. I’m wondering what to tell all of my registered clients that think they’ve paid and try to maintain any level of trust.


Josh

  • Support Staff

March 13, 2013 at 12:57 pm

Hi there,

The first thing that I would recommending checking is the AIM log in ID and AIM transaction keys are correctly entered under the authnet AIM settings under Event Espresso>Payment settings.

I’ll log in to your site with the credentials and look through the other settings and try to narrow down what’s causing this.


Josh

  • Support Staff

March 13, 2013 at 1:00 pm

Hi Brian,

I just tried logging in to your site with the credentials you sent and they do not work. Can you double check and send them via this form:

http://eventespresso.com/send-login-details/

Thanks.


Chris Reynolds

  • Support Staff

March 13, 2013 at 3:01 pm

Brian —

I just took a quick look at your site and it looks like you’re using the Espresso HTTPS plugin. We have stopped developing that plugin as it was originally forked from the WordPress HTTPS/SSL plugin which had a period of time where it was no longer working for many of our users. WordPress HTTPS/SSL has since been updated and it’s recommended that you use that plugin (as instructed in our documentation) rather than the Espresso HTTPS plugin.

I went through a test transaction myself, putting in an invalid (test) credit card number (4242424242424242, often used for testing purposes), and it went through fine, so I’m fairly certain these people are not being charged anything. Additionally, though you do have the Espresso HTTPS plugin active, it wasn’t forcing SSL as it should have been doing when I was on the registration pages. This shouldn’t be a problem in the strictest sense (transactions should still go through even when not on an SSL encrypted server, though it’s against PCI compliance laws) at least not with the transactions themselves.

I tried to access your site via FTP with the ftp credentials you sent to see if you have any modified gateway files in your /wp-content/uploads/espresso/gateways folder, since I could see that you’ve done a lot of work with the templates/design, but I get a “No route to host” and “Failed to retrieve directory listing” after I log in with the credentials you sent. If you do have modified gateway files, I highly recommend renaming that directory to /wp-content/uploads/espresso/gatewaysOLD and try testing a transaction again. And if you have made changes to the templates in /wp-content/uploads/espresso/templates, I would temporarily disable them by renaming the templates directory to something else as well, to rule out any issues caused by outdated template files.


bdeevers

March 13, 2013 at 3:10 pm

Have I been using the Espresso HTTPS plugin since day one? Everything was peachy until March 4 when I grabbed the latest EE from my account and uploaded to my site. I don’t recall ever seeing anything labeled as HTTPS vs HTTPS/SSL and why would everything break the day i updated. If you haven’t burned my 30 minute token, I’d love to get you FTP access to clean this up for me. I am fried with this stuff.


Chris Reynolds

  • Support Staff

March 13, 2013 at 3:47 pm

I have no idea if you have been using Espresso HTTPS since day one. I do know that SSL is required by Authorize.net AIM and I can tell you that it’s been over a year since we’ve update Espresso HTTPS, whereas WordPress HTTPS was updated last month. You wouldn’t have gotten a copy of Espresso HTTPS from your account page because it never made the move to our new website, so presumably you were using it with the previous version of Event Espresso. There wasn’t a copy of WordPress HTTPS/SSL installed on your site. That’s downloadable here: http://wordpress.org/extend/plugins/wordpress-https/

I will use the info you emailed to do some further investigating on your server. It’s possible the issue is some old gateway files, but I need to confirm that.


Chris Reynolds

  • Support Staff

March 13, 2013 at 4:11 pm

FIXED!


Chris Reynolds

  • Support Staff

March 13, 2013 at 4:19 pm

Okay, so here was the problem: http://d.pr/i/JgFg

Your default payment status was (for some reason) set to Complete. Since these aren’t free events, it was taking you to the payment page, but never actually processing the credit card at all because the registration was already complete.

You also had 2 HTTPS plugins installed — both the (outdated) Espresso HTTPS and the WordPress HTTPS plugin. I deactivated the Espresso HTTPS plugin. You also had outdated versions of the Groupon add-on (which would have caused problems with payments, had anyone used a Groupon code) and an old version of the social media add-on (which probably wouldn’t have done anything negative, particularly). I updated both of those.

Finally, most of your Event Espresso pages did not have SSL turned on (the transactions page did, but the other pages did not), so I turned on SSL on the pages that needed it (again, reference for configuring HTTPS is here).

So, to confirm, NO ONE who has “paid” since the update has actually paid so you will probably want to set those transactions to incomplete and resend their registration email which should have a link to the payment page.


bdeevers

March 13, 2013 at 4:24 pm

Awesome… I’m still fuzzy on the Espresso https versions your talking about because until you mentioned it i haven’t seen my plugins labeled as such, but if we are past that – great. Thank you for clearing this up. I should’ve spent the $65 token a long time ago.


Chris Reynolds

  • Support Staff

March 13, 2013 at 4:36 pm

I took a screencap when I saw the two plugins together: http://d.pr/i/kiCo

Ultimately, that wasn’t the issue anyway, and that was partially because they weren’t really being used since, as I said, the Event Espresso pages weren’t being set to use HTTPS (except the transactions page).


bdeevers

March 13, 2013 at 4:38 pm

So ongoing do I need to mess with any https settings with these pages? As we add/update events i’m assuming they will be processed appropriately?


Josh

  • Support Staff

March 13, 2013 at 5:39 pm

The https settings shouldn’t need any changing as you add new events. All the events get processed through the same two event and payment pages.

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Updated by  Josh 6 years, 9 months ago ago

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