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Kelly
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July 3, 2019 at 8:19 am
We use Infusionsoft and event espresso. Recently, our API is timing out and not completing the transaction. Has anyone experienced this? Any advice?
Thanks in advance 🙂
Kelly
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Josh
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July 3, 2019 at 9:42 am
Hi Kelly,
May I ask is there a specific error message on the registration checkout page that’s showing a timeout? Or is that something that you’ve found in the site’s error logs?
In either case, if there’s a specific error message, may I ask what’s the message?
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Kelly
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July 3, 2019 at 12:15 pm
Thanks for asking!
The error we are getting is:
“The charge was null, payment failed verification; credit card id” 0.0 Invoice Id: 6472.0″
We are integrating with Infusionsoft.
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Josh
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July 3, 2019 at 12:30 pm
That’s an Infusionsoft error message and isn’t a time out error, it’s related to payment verification.
If you log into your IS account, then view a contact record for one of the users this has happened to through:
Main -> CRM -> Contacts.
Then when viewing the contact details you can click on Orders – http://take.ms/EVshb
Do you see a card listed there? If so click on the card type and you should see the details used during the card payment, can you confirm the details show there?
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Kelly
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July 3, 2019 at 1:17 pm
No, we do not see any payment information or any contact information on the invoice in infusionsoft.
Please advise.
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Josh
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July 3, 2019 at 4:18 pm
I can advise to contact Infusionsoft, they should have an idea why the payment failed verification. That part happens on their servers.
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Kelly
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July 9, 2019 at 8:31 am
Infusionsoft has responded that it is an event espresso issue.
How can I create a ticket with event espresso? Do you know?
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Josh
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July 9, 2019 at 8:36 am
Hi,
This is a support ticket with Event Espresso. May I ask what led them to the conclusion that this is an Event Espresso issue? We don’t have the access to the logs that they do, so any information you can share would be helpful.
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Kelly
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July 9, 2019 at 8:51 am
I have a detailed email from them i could send you. But, it has invoice information, can i email it?
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Kelly
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July 9, 2019 at 8:54 am
Here’s what they sent us. I deleted their screenshot.
“Our advanced support followed back up with me after providing the two test orders that came through blank. Unfortunately, as we do not have the ability to see all API calls coming from a URL, we can only see the IP address.
These are API calls from IP address 146.66.97.213 to create a blank order then add 2 products. There is an API call to charge an invoice which occurred just after these, but the orders that were provided as examples are not linked to any contacts. With no contact being linked. this means no credit card wpuld attempt to charge.
If a contact ID was sent within your API call and something went wrong, we would have returned an error message from that API call. Knowing what that error is, is very important, however as we cannot see the full details of their API call, we can only see the type of API call, when it was sent, and what IP address it came from.
They recommend following back up with Event Espresso to see if they were seeing any further information from those API calls.
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Josh
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July 9, 2019 at 9:00 am
Can you share a link to the event that was registered for? Please feel free to use the “Set as a private reply” feature which makes the reply viewable only to yourself and Event Espresso staff.
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Kelly
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July 9, 2019 at 9:44 am
This reply has been marked as private.
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Josh
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July 9, 2019 at 10:34 am
Hi,
That page says “We’re sorry, but all ticket sales have ended.” so I can’t really test doing a registration there.
What I did find is there’s some server-side caching happening, which could explain why no contact was synced to Infusionsoft.
Can you check with your web host to see if the caching can be excluded for the registration-checkout page?
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Kelly
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July 9, 2019 at 11:10 am
This reply has been marked as private.
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Josh
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July 9, 2019 at 11:15 am
Do you have any custom plugins activated that hook into the Infusionsoft add-on?
What you could also do is try a registration with all other plugins temporarily deactivated, leaving only the EE + EE Infusionsoft add-on activated.
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Kelly
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July 9, 2019 at 11:17 am
we are using version 4.9.66.
do you think that is the issue?
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Kelly
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July 9, 2019 at 11:21 am
We do have 3 custom plugins from the developer who set this up, to send tags to infusionsoft by ticket type.
This has been working well for 8 months though.
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Josh
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July 9, 2019 at 11:42 am
Having an out of date version of EE4 could be an issue, I can advise to update to the current version of EE4. The custom code may need to be updated as well. When this type of problem starts happening all of a sudden it’s usually a case where the server’s PHP version was updated from 5 to 7, and the custom plug has some code that’s not compatible with PHP 7.
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