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MR DECLAN J MAIR
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January 11, 2018 at 2:34 pm
Hi,
I have an odd issue happening.
We have set the registration so users have to be logged in to book.
Users are reporting they are unable to pay as they keep being asked to register although they’re already logged in? I have the booking showing as abandoned in the registrations page.
 
When looking through EE setting I got this error message on the Payment Methods settings tab?
Really need this resolved asap!
Thanks
Declan
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Josh
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January 11, 2018 at 2:51 pm
Hi Declan,
May I ask are you able to replicate what they reported, where you’re logged into of the website, but it tells you to log in? The reason I ask is because when I’m logged out of your website, it tells me to log in, but that’s expected.
With regards to the “unexpected end of file” in payment_settings.template.php on line 22, I checked my copy of that file and it has no line 22. It ends on line 21 with a closing </div> tag. Can you remove anything after line 21 from your copy?
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MR DECLAN J MAIR
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January 11, 2018 at 3:01 pm
Hi Tony,
I did try to replicate it but was unable to. I created a new customer user to test it also.
I’ve changed that bit on the template – I’ve never touched the plugin files so weird it got there.
Thanks
Declan
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Josh
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January 11, 2018 at 3:52 pm
They may not have been logged in then.
One thing you can do that may help get to the bottom of this would be to install a plugin that keeps track of when users log in. Then you’ll know when they’ve logged in. You’ll find some plugins listed here:
https://wordpress.org/search/Login+log+plugin
One other thing to keep in mind is if they’ve logged in previously to the website, they may need to log in again if it’s been some time since the last time they’ve logged into the website.
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MR DECLAN J MAIR
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January 11, 2018 at 4:06 pm
Hi Josh,
That wasn’t the case here – they logged in to complete the purchase, remained shown as logged in when on the payment screen but then promoted to log in again (which they already were) in order to pay… it appears they got caught in this loop.
Thanks
Declan
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Tony
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January 12, 2018 at 3:11 am
I’ve changed that bit on the template – I’ve never touched the plugin files so weird it got there.
Can I ask what was in that file on line 22?
In the message above, the user is getting an error when trying to submit the message which I assume is why it’s a screenshot above. Have you investigated why they were getting that error? (It may be related to the login error)
Are the users already logged into the site before they register onto the event or are they starting the registration, creating an account and then logging in?
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MR DECLAN J MAIR
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January 12, 2018 at 3:44 am
Hi Tony,
The text on line 22 was <php (not closed)
The image above with the message was a recaptcha issue on the form, not related to the login issue.
Users on the site are a mix of being logged in and logged out and also creating new accounts…
Thanks
Declan
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Tony
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January 12, 2018 at 3:58 am
Users on the site are a mix of being logged in and logged out and also creating new accounts…
Which of those are running into the problem?
Without being able to reproduce we need to narrow this down some as it really could be anything at this time. If you test a registration where you are logged out, create an account and then try to proceed, does it show the error then?
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MR DECLAN J MAIR
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January 12, 2018 at 4:02 am
Hi,
The issue appears to be with users who were logged out, they then logged in but at the payment stage were asked to log in again despite being logged in.
In my own tests, I attempted a booking whilst being logged in. I also attempted one where I attempted to make my booking, created a new account and then proceeded with my booking when logged in. Both seemed to work ok.
Do you need admin access to look further?
Thanks
Declan
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Tony
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January 12, 2018 at 6:32 am
Not without steps to be able to reproduce as I don’t know what to look for.
Have you had more than the above user report this?
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MR DECLAN J MAIR
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January 12, 2018 at 6:48 am
Hi,
There have been a few yes. In looking through the registration records some are showing as abandonded whilst some others are showing as Pending Payment but haven’t finalised the registration process.
Thanks
Declan
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Tony
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January 12, 2018 at 6:57 am
With the above your looking specifically at registrations that have reported this?
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MR DECLAN J MAIR
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January 12, 2018 at 7:00 am
Not all have reported these issues no, I just looked at all failed booking over the last few days but these seem consistent with what users have reported.
Thanks
Declan
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Tony
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January 12, 2018 at 7:20 am
Ok, I’ll try logging in as a user to see if I can reproduce but without seeing the problem its hard to say what it is.
If you can send login details using this form:
https://eventespresso.com/send-login-details/
With details of an event I can use to test I’ll see if it happens for me.
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MR DECLAN J MAIR
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January 12, 2018 at 7:26 am
Thanks Tony. I forgot to mention which event to book, any will be ok but one with issues is “Tuesdays Adult Advanced 6.30pm – 8.00pm (3 week block)” found here: https://adambrowntennisacademy.com/tennis-classes/gleneagles-tennis-classes/gleneagles-adult-classes/
Thanks
Declan
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MR DECLAN J MAIR
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January 16, 2018 at 2:15 am
Hi, is there any update to this?
Thanks
Declan
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Tony
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January 16, 2018 at 3:20 am
Hi Declan,
I’ve run a couple of tests on your site now and can’t reproduce any issues with logging in. I’ve tested both with the admin account and a new account I created, selected tickets and logged into the account when required.
Unfortunately without being able to reproduce or have an error from the logs I have no idea what the problem is. I’d recommend requesting some screenshots from the next user that reports this so you can see exactly what they see on the screen.
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