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Miller Howard
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September 27, 2016 at 2:50 pm
We currently have several transactions that have been paid via Stripe, but the Registration status is Pending Payment instead of Approved. The email notifications for the approved registrations are not being generated and sent either. This is problematic for the client because they rely on the email notifications they receive, and having to monitor and manually change registration statuses is not feasible. Do you know what might be happening here?
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Tony
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September 27, 2016 at 3:23 pm
Hi Sydney,
If you view one of those transactions you should see a payment from Stripe within that, what does it show for the ‘Gateway Response’ field?
It should look something like this – http://take.ms/QP2AH
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Miller Howard
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September 27, 2016 at 3:51 pm
The Gateway Response says succeeded.
The client only knows that these transactions are happening because they are receiving an email notification from Stripe that the payment was received.
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Tony
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September 28, 2016 at 5:34 am
The emails are triggered when the registration status changes to Approved so as your status remains as Pending Payment they won’t be sent.
Its strange that the payment would show Approved but not update the transaction status, rather than ask multiple questions can I take a look over the logs for one of these transactions?
If so you can send temporary login details using this form:
https://eventespresso.com/send-login-details/
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Miller Howard
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September 28, 2016 at 10:50 am
Login sent
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Tony
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September 29, 2016 at 5:44 am
Ok, so the payment is received and the transaction status is updated to complete, but the registration status is not being updated.
Looking over the transactions the ones that have not updated all show one of the steps to have never been initiated – http://take.ms/Xm3UX
I ran a couple of test registrations on your site and noticed the response time for the ajax requests is fairly long, what type of hosting are you using?
Currently I suspect either the user is closing their browser before they are directed to the thank you page or they there is an error being thrown before they are directed to the thank you page. In either of those cases the transaction updates but not the finalize registration step (and not the registration status).
Can you check the server errors logs to see if any errors are being thrown around the same time as the transactions?
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Miller Howard
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September 29, 2016 at 11:09 am
The site is hosted by Media Temple, on a Grid shared plan – https://mediatemple.net/webhosting/shared/faq/
Looks like the error logs are turned off by default. I have them turned on now, but there is no record of the errors for these previous transactions.
Should we consider a different hosting plan or hosting service? We have noticed that the site tends to lag, not just on the front end, but also when logged into the dashboard.
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Miller Howard
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September 30, 2016 at 11:58 am
Hello, just checking to see if you had any suggestions/observations about the hosting?
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Tony
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October 5, 2016 at 2:53 am
I just ran another test registration and the pages loaded much quicker this time.
Before switching hosts, I recommend contacting them and see if they can help. They may move you to a different location or maybe just increase the resources available to your site and see if that helps.
Have you had further problems since the last update with error logging enabled?
Without any errors we don’t know what the problem actually is yet (although it does appear to be an issue with the host) so moving may not be necessary.
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Miller Howard
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October 18, 2016 at 1:52 pm
Hi there,
Since the server error logs has been enabled, we’ve had one transaction with this same issue –
Wpuser Login : Completed
Attendee Information : Completed
Payment Options : Completed
Finalize Registration : Never Initiated
So the Transaction status was updated to complete & the customer received a Payment Received email, but the Registration status is still marked Pending Payment and the registration notification emails have not been sent.
The payment datetime stamp is 2016-10-06 4:48 pm – however, there is nothing in the server error log for that time (or even within that same hour).
Do you think that this is just a matter of the user closing the browser too soon? How would you suggest that we address this?
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Josh
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October 19, 2016 at 8:57 am
You could still check with the host to see if they can move your site to a different server or possibly increase the resources available to your site and see if that helps. You can also reach out to that customer and ask if they remember if they closed that browser window or lost connection when they were finishing checkout.
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