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Payment not being recorded

Posted: November 10, 2012 at 7:25 am

Geo Loo

November 10, 2012 at 7:25 am

Hello. I have two problems:

When payment is indeed received (as proven by my PayPal getting a payment), the payment rarely records as matched. Instead, I have to go through and adjust each payment.

This is the payment registered page.

I am getting way more registrations than actual payments. This implies people think they are registered even when they clearly are not.

The event where this problem is happening most is this one:

I’m really concerned that a lot of people think they have registered and paid when… they have not. And, of course, if the haven’t I need to delete their entries.

Geo Loo

November 10, 2012 at 7:48 am

Additionally, as I am attempting to match the payments manually, I am getting this message: An error occured. The primary attendee details could not be retrieved from the database. Could this be related to why the payments aren’t being matched?

Geo Loo

November 10, 2012 at 10:21 am

Is there something I’m overlooking here? This is sort of mission critical, and I would really appreciate reply.


  • Support Staff

November 10, 2012 at 3:35 pm

Hi there,

Sorry for the delay with this reply. From the link you’ve posted, it looks like the page settings are not set correctly. Can you check and verify that the thank you page is set to the Auto-return URL page in Event Espresso>General Settings? Please see this section of the set up guide for more details:

If that is set correctly, there may be a plugin that’s creating a conflict with the shortcode on that page. So you could try ruling this out by deactivating other active plugins and re-testing.

With your second question: Event Espresso is designed to accept registrations without payment. This allows for offline payment methods and events where payment is made at the door or arrival. Unpaid registrations do not count toward the maximum number of spots, so in order to reserve a spot, registrations made without paying would need to be updated to a completed or a pending status.

There are three payment statuses in Event Espresso:

Incomplete This is the default payment status. While Incomplete is set
as the default, all attendee information is recorded when they
register, but those registrations do not count against the total
number of available spaces. That changes when an IPN message is sent
from the payment gateway or the payment status for that attendee is
updated manually. If you have no credit card processing gateway active
and are using the Invoice gateway, the status will change to Pending
when the user downloads the invoice.

Pending This means the attendee
has not paid, but they do have a space reserved for them in the event.
When a user downloads an invoice, their payment status changes from
Incomplete to Pending, reserving a space for them but not indicating
that they have paid (since that would need to be recorded manually).

Complete This means a payment notification has been received from the
payment gateway or the attendee has been marked as paid manually from
the back-end.

You may also need to configure the PayPal gateway so that the Instant Payment Notification will reach your site when someone pays. Please see this guide that we have prepared to help configure and troubleshoot the PayPal gateway:

If PayPal payments are getting updated automatically sometimes, and not other times, we highly recommend installing a simplified transactions page template that can be downloaded from here:

Geo Loo

November 10, 2012 at 4:21 pm

Hello. Thank you for your message.

The Thank You page is indeed the auto return url.

As for plugins:
you’re not seriously asking me to take apart my website, and to wait for a sale after every permutation of the plugins, are you?

What should I do instead?

As for accepting registrations without payment, how do I turn that off? For my events, except for occasional free events, there is no registration without payment. I am surprised any venue that sells tickets would expect otherwise.

As for IPN, I cannot use that without causing problems, because I receive PayPal payments via other methods, too, and that causes problems with IPN. What should I do instead?

Thank you for your replies.

I look forward to your helping me fix these problems efficiently

Thank you.

Geo Loo

November 10, 2012 at 4:36 pm

Something else very strange is happening.

Go here, and “register” for an event. Notice that the price is listed as $12.

Hit submit, and then, follow through to the PayPal page.
The price is now listed as $20.88 with a $7.81 discount.

I have no idea from where those numbers are coming.

Geo Loo

November 10, 2012 at 4:54 pm

There is all sorts of crazy stuff going on with the ticket prices. Please contact me via email for log-in information.

Sidney Harrell

November 10, 2012 at 8:53 pm

The IPN message is how Event Espresso receives the payment information from PayPal in order to update the records to reflect a completed payment.

I tried duplicating the pricing problem on and I am not seeing the same problem.

If you would like to send in login information so we can take a look and try to further diagnose the problem, you can use the form here: and choose the option “I am sending login info as requested.” please make sure to include the link to this forum thread.


Geo Loo

November 10, 2012 at 11:14 pm

FYI re-enabled the PayPal IPN for

Jonathan Wilson

November 15, 2012 at 1:51 pm

Hello Geo,

Are you still having issues with you site, or can we close this thread?

Geo Loo

November 15, 2012 at 4:18 pm

I have had so many issues with the plugin that I have stopped using Event Espresso.

I want a refund.


  • Support Staff

November 15, 2012 at 5:01 pm

Hi there,

Support staff is not authorized to process refund requests over the forums. Please contact the sales team via the contact form:

The support post ‘Payment not being recorded’ is closed to new replies.

Have a question about this support post? Create a new support post in our support forums and include a link to this existing support post so we can help you.

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