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David St. Charles
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March 16, 2013 at 10:14 pm
Hi,
I’m a bit puzzled about the Offline Payment option. The process works great as far as a user registering on my site, however there are no email notifications sent to the admin that someone has registered using the Offline Payment option and the person that registers does not receive an email with their registration details that they submitted like our Authorize.net payment option. I combed through the forums and tried all kinds of suggestions that were similar to our issue but still can’t get any results.
I’ve tried sending the email through another email account using the WP mail SMTP plugin. I’ve tried PHP email. I’ve tried changing the primary email account to a different email address. I’ve tried disabling all non EE plugins. Nothing seems to work.
There is an option under Attendee Reports to “Resend Registration Details” so this tells me that the registrant should get an email when they register even when choosing the Offline Payment option, right?
Since this has happened to others, could this be a bug? We have found that we can manually send all the information an offline registrant needs but the problem is that the administrator of the event doesn’t even get an email notification to let them know that action needs to be taken.
Can you please explain how this payment option is supposed to work as it pertains to Offline Payments and if we are supposed to get emails along with the potential attendee why isn’t it working properly? What can we do to get this working? Our registration opens up Monday morning.
Here is a link to our registration page so you can at least test the registrants user experience.
https://shtsrotaryclassic.com/registration/
Thank you.
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David St. Charles
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March 17, 2013 at 11:38 am
One thing I forgot to mention. The option under Attendee Reports, “Resend Registration Details”. When I click the icon to send the registrant/attendee does get an email. Just thought I would point this out because there doesn’t seem to be an issue with actually receiving email, just sending emails automatically.
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Dean
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March 18, 2013 at 3:39 am
Hello,
Can you go to the General Settings and scroll down to the Email Settings and see whether the option “Send registration confirmation emails before payment is received?” is set to No or Yes.
If it is set to No then no email will go to the offline payment attendees as their payment isnt completed.
There are two ways to resolve that, either set that option to yes, so everyone will get an email regardless of payment status. Or in the individual events set the “Default Payment Status for Event: ” to Completed, but be aware that any payment (declined card for example) will egt marked as completed.
If the “Send registration confirmation emails before payment is received?” is set to Yes already, then I would check the events “Default Payment Status for Event: ” and see if it has been set to Incomplete.
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mblair
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April 3, 2013 at 7:38 am
I’m having the same problem. I’ve checked everything you mentioned and all is set up as you suggest. Still no emails. We only accept offline payments and this has worked perfectly in the past. Any other ideas or suggestions? Our site is http://Motors-Drives.com Thanks!
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Dean
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April 3, 2013 at 7:47 am
@mblair.
If you have tried all of the above and still nothing it could be the email server set up, especially true if you are using shared hosting. Have you tried an SMTP plugin or a service such as Mandrill or PostMark?
The former has provided some clients with improved email reliability, the latter two have provided even more reliability (paid services, though Mandrill offers a free option)
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mblair
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April 3, 2013 at 9:07 am
I added the SMTP plugin and now the email confirmations are working. Unfortunately, I am still not receiving an email notification that someone has registered.
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Josh
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April 3, 2013 at 10:44 am
Hi mblair,
The first thing to check is the spam folder to see if they are ending up there. Also, what are the email options set to in Event Espresso>General settings>Email settings for your site?
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mblair
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April 3, 2013 at 11:56 am
Nothing in my Spam folder and all setting are as you suggested. I even set up Mandrill and everything works there except I’m still not getting the confirmation email. I deleted the EE plugin and reinstalled it, same problem. Any other ideas?
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Josh
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April 3, 2013 at 12:34 pm
What are the email options set to in Event Espresso>General settings>Email settings for your site?
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mblair
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April 3, 2013 at 1:35 pm
Send payment confirmation emails? YES
Send registration confirmation emails before payment is received? YES
Use fancy email headers? NO
Default Payment Status for Event: Pending (I’ve always had it at Pending and it’s always worked in the past.)
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Sidney Harrell
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April 4, 2013 at 10:20 am
Under Event Espresso->General Settings->Organization Settings->Contact Information->Primary contact email:, check and make sure it hasn’t gotten messed up, somehow. Also, under the event settings, check the “Alternate Email Address” field and make sure it is blank.
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mblair
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April 4, 2013 at 10:36 am
Sidney,
I checked both places and each was as it should be.
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Josh
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April 5, 2013 at 9:00 am
Hi there,
The plugin that one of our developer’s put together for mandrill has a log feature, so you can look in there to see if there were any delivery problems to your inbox. Another thing you can try is testing out a different email address for the primary contact email.
I have seen it before where the ISP for the primary contact email was blocking the auto-generated emails that get sent on when there are registration, so these were not even making it into the spam folder.
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