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Craig Penner
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October 28, 2015 at 3:25 pm
Continuing to have problems with 2CO since an EE update a number of months ago. The latest fix seems to help with events published after the fix, but not the events before. Still getting incomplete registrations and users are unable to receive any indication that their payments are going through. Maybe one in 10 payments actually do go through.
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Josh
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October 28, 2015 at 3:50 pm
Hi there,
We received your priority support request. I was able to log into the WordPress dashboard, but it appears the account you made for us does not allow access to Event Espresso or WordPress > Plugins. Can you send full WordPress Administrator access and also FTP access so we can investigate?
Thank you.
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Craig Penner
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October 28, 2015 at 4:09 pm
Yes will do
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Craig Penner
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October 28, 2015 at 4:10 pm
OK Done
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Craig Penner
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October 28, 2015 at 4:11 pm
FTP – is this our webhost login info?
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Craig Penner
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October 28, 2015 at 9:03 pm
Hi, I sent everything over late this afternoon. Did you receive?
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Josh
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October 29, 2015 at 8:25 am
Yes, thank you. Can you give us a few examples of the registrations where 2Checkout did not update the payment status? The piece of information we need is the Reg ID.
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Josh
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October 29, 2015 at 9:36 am
Specifically, they would be only the registrations that came in after Oct. 27 (that was the day the update to the current of Event Espresso 3 was done) There are currently eight registrations since Oct. 27, which of the eight did not complete from 2Checkout?
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Craig Penner
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October 29, 2015 at 10:00 am
9-56316299beb50
9-5631334c6a554
Thank you
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Josh
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October 29, 2015 at 10:01 am
Update, you now have 9 registrations since the 27th of October, and the last one that came in has a Completed payment status through 2Checkout.
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Josh
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October 29, 2015 at 10:04 am
So you have 2 out of 8 through 2Checkout that did not get marked as completed since the update. Is that correct? Can you verify that those were paid at 2Checkout’s end?
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Craig Penner
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October 29, 2015 at 11:48 am
They were not paid. The registrant thought they were. We saw the registration form came through, but no payment. We had to call her, manually enter it for her and then it went through.
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Josh
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October 29, 2015 at 12:54 pm
Thanks for confirming. So it looks like the transactions that flow from Event Espresso to 2Checkout are getting updated correctly since the last software update. Are there any other transactions that I should look at where they did not get updated after paying at 2Checkout?
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Craig Penner
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October 29, 2015 at 1:20 pm
But didn’t those 2 that I showed you attempt to flow to 2Checkout and failed? No, there are no others besides those 2.
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Craig Penner
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October 29, 2015 at 1:22 pm
Wait, here is another one from an hour ago: 16-563265cd9a41
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Josh
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October 29, 2015 at 1:31 pm
Hi there,
But didn’t those 2 that I showed you attempt to flow to 2Checkout and failed? No, there are no others besides those 2.
If they did not pay at 2Checkout, then Event Espresso will not update the status to completed.
Wait, here is another one from an hour ago: 16-563265cd9a41
Can you log into your 2Checkout account and check if the registration for 16-563265cd9a41 actually paid at 2Checkout?
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Craig Penner
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October 30, 2015 at 4:30 pm
Hi Josh,
Here is another one from today:
9-5633ebc80d1a5
Registration at EE came in fine.
They paid at 2Checkout, we received the payment, but EE is not receiving the payment, so the registrant applied twice. EE shows it as unpaid.
Please take a look when you get a chance.
Thank you
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Josh
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October 31, 2015 at 12:32 pm
It looks like they applied twice and selected a different price for the second registration. Did they pay for the first selected ticket, the second one, or both?
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Craig Penner
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October 31, 2015 at 6:17 pm
She paid for the second one: 9-5633ebc80d1a5
Went through in 2CO, but she did not receive notification of payment, and EE does not register her as paid. Thanks for looking into this.
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Josh
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November 2, 2015 at 12:15 pm
Thanks that helps to know which one was paid for. One thing I found was there is a caching plugin installed on this, but it was deactivated with the caching feature still left on. What should have been done is caching be turned off, then deactivate the plugin. Having the caching still on could break things for the older events. I’ve disabled the caching so it can no longer serve up old cached versions of the Registration and Thank you pages.
I’ve also activated some error logging and will check back through the logs later. Can you let us know if any more registrations do not get updated by 2Checkout?
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Craig Penner
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November 2, 2015 at 9:38 pm
Thanks Josh.
Yes, one more:
This was from yesterday. It is a new offering, so probably not affected by cache?
Reg ID#: 16-5636455d98913
2Checkout: Sale # 105736099854
There another from today that there is no payment — not sure if they intend to send it or it didn’t work. I wrote to them and am waiting to hear back.
16-563817d2d1ad4
Thanks
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Josh
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November 3, 2015 at 7:57 am
Yes the 16-5636455d98913 registration may have been affected by the cache because caching was still in effect on November 1.
One thing to keep in mind about some of these is if they do not pay at 2Checkout because they either change their mind, or their credit card is declined, 2Checkout will not send anything back to your site informing you that the payment did not go through. So it’s good that you wrote them to find out what happened.
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Craig Penner
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November 3, 2015 at 8:42 am
OK here is another one from this morning:
2Checkout ID: Sale # 105737899974
ID# 16-5638cbe870939 and 16-5638cb91d65eb
Brenda Bly
Looks like she registered twice, as she could not tell her payment went through. We do not show her as paid in EE, but 2CO does.
Thanks
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Josh
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November 3, 2015 at 1:14 pm
Can you contact the last individual there where their payment didn’t get updated from 2Checkout and ask them which web browser they use (eg, Internet Explorer, Firefox, their iPad…) Also it would be very helpful to know if there was an error message displayed on your site after they returned from 2Checkout.
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Craig Penner
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November 3, 2015 at 7:10 pm
We did not receive any error messages. We never have, even with all of the incomplete registrations these past few months.
I will attempt to contact Brenda Bly and see which web browser she uses.
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Josh
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November 4, 2015 at 7:17 am
It will also be good to find out if Brenda saw any error messages.
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Craig Penner
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November 4, 2015 at 3:01 pm
Here is another one:
OK, this woman has tried to register a couple of times, Noga Liron. She tried again today, unsuccessfully. 11-563a3604bd715
She uses Explorer.
She was able to complete the registration form, then not able to submit a payment. She writes:
“I did get to the payment page all the information was accepted and it just wouldn’t let it go through…I got an error message that The payment was not processed.”
I asked Brenda (the previous error we were discussing) and she does not know what browser she was using at the time. She has to ask her IT department.
Thanks
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Josh
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November 4, 2015 at 6:29 pm
Can you contact 2Checkout and find out if they have an error code for the payment that was not processed?
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Craig Penner
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November 7, 2015 at 9:25 pm
Sure. Here is another integration error today.
2Checkout received payment, but EE is not registering this.
16-563e561a2d026
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Josh
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November 9, 2015 at 9:32 am
One thing you could ask 2Checkout is if any of these transactions are initially getting flagged with a fraud wait, then later getting approved. If there are, we could set the default payment status to Pending and that will help prevent anyone going back to pay again because they thought their payment failed.
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