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Payment Processing issue after latest update

Posted: May 31, 2022 at 2:12 pm


Drio LLC

May 31, 2022 at 2:12 pm

Hi,

My site, capitalwineschool.com is not allowing checkout for users.

We’ve had 5 separate people say they were not able to proceed to the payment page, but I don’t have any details beyond that one instance where they said they were being told that they had not completed all the required registration fields even though they have.

I just tried registering for a class on my phone and had the same experience – I completed all the required fields on the registration form, and when I clicked “proceed to payment options” it takes me to a “registration checkout” where I am asked to complete the required fields, even though I’ve already done so (see screenshot below). Normally I would now show up as an abandoned registration, but none of these (including mine) are even making it that far.

I don’t know if maybe this is only an issue for people trying to register on their phones.

Rachel


Joao Victor

  • Support Staff

May 31, 2022 at 4:23 pm

Hi there!

Thanks for contacting us.
It seems to be a conflict, but could you share your Website Access and details through this link: https://eventespresso.com/send-login-details/ – we will investigate this deeper and get back to you further information as soon as possible!

We are waiting for your details.


Drio LLC

June 1, 2022 at 10:30 am

I did send over the details last night. Please let me know if there is anything else that you need.


Tony

  • Support Staff

June 2, 2022 at 6:05 am

Hi there,

I’ve been looking into this but so far have been unable to reproduce with both Desktop and Mobile browsers.

However, something that does stand out with your report and testing registrations on your site is that you are using checkbox reCAPTCHA. The error you are reporting where the checkout page reloads and states you need to enter all details has been reported before with reCAPTCHA v2 (checkbox) so I recommend updating to use reCAPTCHA v3 (invisible).

Create a v3 key here: https://www.google.com/recaptcha/admin/create

Then use that key within Event Espresso -> Registration Form -> Reg Form Settings.

Enable ‘Invisible reCAPTCHA Protection’ on the Registration form.

Then retest on mobile, does it work for you then?


Drio LLC

June 9, 2022 at 1:14 pm

Thank you, this appeared to work and have no issues, until it didn’t! Now we seem to have intermittant issues on the checkout process & we need your help from here.

Our client has has multiple customers call to let them know that they are unable to complete the checkout process. They go to the registration page and they fill out the form and when they try to checkout it pushes them back to the registration page and does not proceed to the payment page. I have spoken with the client to ask for any errors that their customers might have experienced, but they have let me know that there isn’t an error, but they just get stuck. On the backend it shows that they have abandoned the cart. Another caveat to this is the following:

Another individual this morning who attempted to register and ran into the same issue. Her registration showed up as “abandoned” so my client sent her a “payment reminder” email. She was able to successfully make payment via the link in that email, but it didn’t register in EE like it normally would. Usually when my client prompts the system to send a payment reminder email and the person makes payment via the link in that email, it automatically filters through and is approved in EE. It did not do that this time. My client saw the PayPal notification that they had received payment from her, but had to manually go in and enter the payment info because it didn’t automatically happen in EE.


Drio LLC

June 10, 2022 at 2:55 pm

Hello, checking in here. Have you had a chance to look into these issues?


Edgar Antillon

June 11, 2022 at 2:01 pm

We are also having checkout issues. Individuals get stuck on a page that states they cannot proceed until all information is completed, as if a required field is missing, but it’s not missing.

concealedcarryforfree.com


Edgar Antillon

June 11, 2022 at 3:08 pm

We disabled the reCAPTCHA, and it is working. However, this is not an ideal long term solution.


Drio LLC

June 11, 2022 at 3:09 pm

Thank you, what is the long-term solution?


Edgar Antillon

June 11, 2022 at 8:01 pm

I have no clue. I’m a user of EE. Don’t work for them. Just been using them long enough to know they have issues almost every update. Often, the solution they recommend isn’t really a solution. Like what I’m having to do with disabling reCAPTCHA entirely…which is not a proper solution.

A few updates back, their “solution” was to revert to the previous version.

Another update they said not to use the current php version…which again isn’t really a solution. We’ll see what they say on Monday.


Drio LLC

June 13, 2022 at 8:09 am

Thank you. It seems that this issue is still persisting but the payment reminder email that my client sent after a failed payment did go through.


Drio LLC

June 14, 2022 at 10:23 am

Hi, can EE support staff please review the updates on this ticket? This is affecting my client’s revenue from their website.


Tony

  • Support Staff

June 15, 2022 at 11:33 am

Hi there,

Apologies for the delayed reply here.

We found an issue with some setups and 4.10.30.p when using reCaptcha v2 (Checkbox), especially if another plugin is also adding their own reCaptcha scripts to all pages (Contact Form 7 does this for example).

We’ve pushed an update specifically to fix reCaptcha v2 in version 4.10.32.p so please update to the latest version and it should fix your issues. If not let me know and I’ll run some test registrations to see what is happening asap.

If you do not see the update available on your site, go to Event Espresso -> General Settings, make no changes and just hit save to force an update check.

The update should then show in Dashboard -> Plugins.

—-

Just been using them long enough to know they have issues almost every update.

I’m sorry you run into issues with our updates, unfortunately, due to Event Espresso being a distributed product it’s really difficult to catch all errors before we ship updates. We do a lot of testing with EE releases but we simply can’t cover every plugin/theme/server configuration out there.

We aren’t blameless and do make mistakes but it’s important to point out that a lot of the issues we run into are from other plugins doing something unexpected or even something just slightly strange we then throws out something on the request later on which EE relies on. With EE being feature-rich than most plugins people use there is more to go wrong, unfortunately.

Often, the solution they recommend isn’t really a solution. Like what I’m having to do with disabling reCAPTCHA entirely…which is not a proper solution.

A few updates back, their “solution” was to revert to the previous version.

When investigating an issue we can’t reproduce consistently or when that is preventing registrations from working the quickest solution may not always be the best, but sometimes needs must.

Sometimes the quickest solution for the end-user may well be to revert to a previous working version whilst we investigate, otherwise you could be stuck with a non-working version during the investigation, troubleshooting, fixing, testing and packaging an update.

Another update they said not to use the current php version…which again isn’t really a solution.

Currently, Event Espresso is not fully PHP8 compatible which I assume is what you are referring to here as we recommend using PHP7.4

This is a fairly complex issue to fix, WP’s unit tests (which EE’s tests rely on) were not PHP8 compatible which means ours couldn’t be. A lot of our testing and automation is based on our unit tests so we can’t just ditch those and EE’s codebase is massive, we have over 600k lines of code within Event Espresso core so changes to the codebase take time.

Some of the 3rd party libraries we use for EE were not compatible, as time has gone on they’ve started to roll updates out but we then still need to update those libraries and anything using them to be compatible with the changes etc.


Drio LLC

June 16, 2022 at 8:59 am

Hi, I ran the latest update and the client sent this over: “Hi there – just FYI, it looks like we’re back to intermittent problems. Some registrations coming through fine, some not. Some showing up as abandoned, some not showing up at all. Thanks.”

Please advise.


Drio LLC

June 16, 2022 at 9:30 am

We are getting a new error on checkout. See the image: https://www.dropbox.com/s/s6r8mug7b9q8ysa/4XnZAtvR4Sh4y0v3KrI2saJo1-MFX2HnjQ.png?dl=0

Also, can we revert back to a previous version of EE before all of the trouble started? Can you send me a zip file?

New Error


Tony

  • Support Staff

June 16, 2022 at 10:33 am

Hi there,

Any errors in the error servers logs?

I ran a test registration, which worked find, then another, which initially returned:

‘This registration step could not be completed. Please refresh the page and try again.’

That’s a ‘catch-all’ error message shown when either a fatal is thrown on the request, or no response is received.

Looking at the request, nothing is being recieved: https://monosnap.com/file/btDPAJmcOZdbryfGAA24enOzlnA0QP

Then, if I click to submit again I get the error in your screenshot:

‘The selected method of payment could not be determined. Please ensure that you have selected one before proceeding. If you continue to experience difficulties, then refresh your browser and try again, or contact {email} for assistance.’

That will be related to whatever is happening on the first request, but it shows here: https://monosnap.com/file/WwiElN0KpnZbwOolXud2pBgnPxSsPi

I’ll post a link you can use to download version 4.10.29.p in my next reply but I’m not so sure those issues are from the update.


Tony

  • Support Staff

June 16, 2022 at 10:35 am

This reply has been marked as private.


Drio LLC

June 17, 2022 at 8:16 am

Attached are the logs.

https://www.dropbox.com/s/nyavgsinvh3st9i/20220617091406_CapitalWineSchool_logs.zip?dl=0

The roll back to the older version did not seem to help.


Tony

  • Support Staff

June 20, 2022 at 8:36 am

Nothing is standing out in those log entries for me.

Do you have file access to the server? If so, can you edit the site wp-config.php file and find something like this:

define( 'WP_DEBUG', false );

Then replace that single line with the snippet here:

https://eventespresso.com/wiki/troubleshooting-checklist/#wpdebug

That tells your site to store the errors in a accessible location we can view, so I can run test registrations on until I see the issue and then check the logs for any details that way.

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