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Payment Process Issues / Registration shown complete while Payment failed

Posted: January 20, 2017 at 10:56 am


January 20, 2017 at 10:56 am

Hi there,

Our client is experiencing issues with the payment system not completing payments. They are using Stripe for the payment system and a couple of their registrants have been experiencing difficulties completing the payment. The system kicks them out while in the back-end of the Event Espresso plugin the payment/registration is listed as complete. Last registrant had an error saying that his email is incorrect while it is completely fine and is listed in the back end. Unfortunately due to the fact that this is not a testing site and registrants of our client cannot be contacted directly we cannot provide with the screenshot of what issues they’ve experienced. Please advise on where this can be broken an how to make sure that all payments are getting fully completed/processed. Thank you!



  • Support Staff

January 20, 2017 at 11:05 am

Hi Alex,

Can you find out if the email address validation error was the result of typing the email address on the registration form, or was it the result of typing the email address into the Stripe Checkout modal field that asks for an email address?


January 20, 2017 at 1:07 pm

Unfortunately this is something I cannot find out. I did request our client to give get more details from their registrants in future. This is all we have to go on with at the moment. Would you need to look at the site and the account to test things out?


January 20, 2017 at 1:29 pm

I’ve tried going through the process of registration and email is being input in EE part prior to clicking Pay Now which opens the Stripe Pop-up. Our stripe account API is 2012 version, would upgrading our Stripe API solve the issue?


  • Support Staff

January 20, 2017 at 2:22 pm

It’s not clear exactly what the issue is. You can get more information about the transaction and the API calls to Stripe to help narrow things down.

The Transaction records are in Event Espresso > Transactions. Within each transaction record there’s a link to view more information about the specific transaction (it will even have the user’s browser info).

The API calls are logged and you can find those in Event Espresso > Payment Methods > Logs. There should be several API calls for each transaction. If you can find the failed transactions, you can compare the API calls to the API calls for the successful transactions and possibly find an error message.


January 20, 2017 at 2:49 pm

Thank you Josh! I’ve checked the logs and there are couple things for the most recent transactions:
1. There is a transaction that went through but never appeared in the registrations;
2. There is a failed registration which does not appear in transaction logs;
Our client said that there was a transaction where a person paid twice since they have not received any confirmation and our client had to refund them. This is something I’ve observed as the most recent transaction where the person paid twice… Do you need website details to look in detail at this?


  • Support Staff

January 23, 2017 at 10:12 am

Did you check to see if the client trashed the registration after they refunded them?

Along with that, it sounds like there may be an issue with the PHP sessions, and Event Espresso does have a setting that can help with this: You go to Event Espresso > General Settings > Admin options and set Encode Session Data? to Yes, then Save the page. Encoding the session data will help prevent the registration data from getting dropped.


January 23, 2017 at 1:47 pm

Thank you for the tip Josh! I’ve gone into the back-end and changed that setting, we will have to see if it works. In regards to the registration: no, it has not been trashed or refunded at the time of it being not visible in the registration list. Here is a quote from one of the registrants from today:

There is an issue with the online payment for the upcoming workshop. I’ve tried to sign up but when it gets to the end there is an error saying either the from address (mine) or the to address (IAMA) is invalid. Not sure if has finalized the payment; I’ve either paid 10 times or not at all.

There is also a question about emailing services: We have installed MailGun on the server since it had a free tier and the email volume of our client would not exceed 1000 emails a month. Once setting the plugin up with the API it gave a message about 5 recipient limit on a free account. Does that mean that using MailGun would only send emails to 5 people?


  • Support Staff

January 23, 2017 at 3:01 pm

You’ll have to check with MailGun on what they mean by a 5 recipient limit.

The “error saying either the from address (mine) or the to address (IAMA) is invalid” sounds like something isn’t quite set right in the Email Message templates in Event Espresso > Messages > Default Message Templates. Can you make sure that the To: and From: fields are correct for the activated templates?

Emails that go to Event Admin should have either [EVENT_AUTHOR_EMAIL] or
[CO_EMAIL] set in the To: field. The From: field should have:

Emails that go to the Registrant should have
From: [CO_EMAIL]


January 23, 2017 at 3:33 pm

Thank you for your reply Josh! I will check with MailGun service for details, would you recommend another service that has a free tier for volume under 1000 a month which is compatible with Event Espresso?

I have looked into the message templates that you’ve mentioned. Here are what they are set to for the ones that just have Primary Registrant and the Admin:
And here is what is posted for the templates that features the Primary Registrant, Admin and Secondary Registrants:
I’ve noticed they feature [CO_FORMATTED_EMAIL] instead of the [CO_EMAIL] like you mentioned and some fields are empty. Could this have happened after the recent update on the plugin that they go reset?


  • Support Staff

January 23, 2017 at 3:43 pm

Could this have happened after the recent update on the plugin that they go reset?

Absolutely not, because the default templates use [CO_EMAIL].

When a message template has a blank To: field, that means the message will not be sent. It’s recommended to use the non-formatted shortcodes unless you’re certain that your mail server can use the formatted versions.


January 23, 2017 at 4:55 pm

Thank you Josh, I have set all the fields to the proper shortcodes you’ve mentioned. Hopefully it all works well, we will be able to tell with the next batch of registrations.

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Updated by  media32 3 years, 4 months ago ago

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