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Payment & Registrations going through twice

Posted: June 25, 2013 at 10:57 pm

Von Nostrand

June 25, 2013 at 10:57 pm

Hi Guys

The last little while I am starting to get registrations and payments going through twice. I am using (previously with NAB gateway.

EE sends out two admin emails of new registration, the attendees list the new attendee only once and NAB lists two credit card payments (within 10-15 seconds of each other).

Any ideas on why this might be happening and where I could look to try to fix it?


Von Nostrand

June 25, 2013 at 11:06 pm

I have also just noticed that it is now sending a Registration Confirmation Email in addition to the Payment Confirmation Email even though ‘Send registration confirmation emails before payment is received?’ is set to “no”



June 26, 2013 at 12:35 am



Have you done any testing on the payments? Can you recreate this?

Often duplicate payments is a user error, where they click the button more than once, however I have been testing the NAB setup with and cannot recreate the issue.

It may be worthwhile to add a message to the payment page to advise users to only click the button once and see if that stops the duplicates from happening. If not we can certainly look into it in more detail.

‘Send registration confirmation emails before payment is received?’ If the payment is marked as recieved, it will send the email. So it looks like it is performing the correct behaviour.


Von Nostrand

June 26, 2013 at 1:23 am

Hi Dean

Thanks for the help once again. I will try and do some testing later tonight and see if If the double press is the problem here.

Re The rego email – the problem was my understanding of the setup similar to here.

I have had to use the workaround as suggested by Josh. I think it would be more user intuitive if you had the option to select whether registration emails are sent or not (i.e just one email once payment is completed) and also had the option to have a custom Email Subject similar to the Payment Confirmation Email.



Von Nostrand

June 26, 2013 at 2:34 am

Ok I ran a couple of tests

When I try the double click or multi/click on the submit payment button (NAB gateway) I received two duplicate payment confirmation emails (really registration confirmation emails) and only one payment was collected. So I am not sure how to force the double payment.

For the attendee that registered today whose payment was collected twice & received two emails,  it has the same transaction ID listed in my NAB account. I don’t know if that is telling us anything??


June 26, 2013 at 2:39 am


Well the email situation is being looked at in 4.0 and beyond, it will be more flexible.

Regarding NAB, honestly not sure. Is there any way to get more information from the customer, see what browser they were using and if possible the process they used?

Von Nostrand

June 26, 2013 at 3:22 am

Yes I did contact the attendee, he said he didn’t notice anything unusual and only noticed something was up when he received duplicate emails. I will try and contact the other attendees whose payments were collected twice.

I added this to the payment submit button to stop a double press and a tooltip title. It seems to work?

<input type=”submit” value=”<?php _e(‘Complete Payment’, ‘event_espresso’);?>” class=”submit-payment-btn” onClick=”this.disabled=true; this.value=’Sending…’;” title=”Only Click Once”/>

I also added this to the credit card type selection to ensure users are choosing their card type rather than for them to forget to choose a value and Visa being selected

<option value=” disabled selected style=’display:none;’>Please Choose</option>


June 26, 2013 at 3:57 am

Ok, please let me know if you find out any more information, it would be good to find out the cause of this.

Von Nostrand

June 28, 2013 at 12:18 am

Hi Dean/Guys

Unfortunately I am still having this problem with duplicate payments through the NAB gateway. I would say it occurring at least 50% of registrations. I have had a look myself but I can’t seem to work out what is happening and can’t replicate the problem myself.

One of the customers I had today which had a duplicate payment says that he completed the registration and payment and when on the Payment Overview page it refreshed on him and noticed that it displayed a new transaction ID. He said he pressed on the submit payment button only once.

Now looking at my NAB transact account it looks like it is the same E.E Transaction Reference for two separate payments with different NAB transaction IDs. The duplicate payments were 3:30 apart in time. One yesterdays was 56s, another 11s, another 35s, another 25s

Any ideas on what the problem is? thanks


  • Support Staff

June 29, 2013 at 9:55 pm

HI Von,

That’s a good clue. So, do you have the [txn_id] shortcode in your payment confirmation email? Can you try removing that shortcode/link for now to see if the rate at which this happens is decreased? That will also help us understand if the duplicate transaction is happening after the initial purchase or afterward.

Von Nostrand

June 29, 2013 at 10:52 pm

Hi Garth

thanks for the reply. Re: [txn_id] I don’t and haven’t used the [txn_id] shortcode. At the moment I am using Josh’s work around mnentioned above, ie no payment confirmation email but a registration confirmation after payment.

Hope this helps

Seth Shoultes

  • Support Staff

June 29, 2013 at 11:53 pm

Hi Von,

Can you please post the URL of the registration page? Also, can you please send a list of installed plugins and the name, website (if any), and developer of your theme?

  • This reply was modified 10 years, 10 months ago by  Seth Shoultes.

Von Nostrand

July 2, 2013 at 12:17 am

Hi Guys

Just wondering if you were able to have a look at this one yet?

Another issue I discovered the other day was a fatal error when payments details are declined. I in-putted incorrect cc details into the form and it can back with a white screen “Looks like there was a problem with your payment details. Please try again” repeated over and over again with a fatal error message line 364 includes/process-registration/payment_page.php memory size exhausted, Not sure if this is meant to happen or not


  • Support Staff

July 2, 2013 at 3:12 pm

Hi Von,

Seth last asked for a list of the plugins you have installed, the name of your theme and the developer who created it so he can debug further.

What payment gateway are you using and experiencing the issue above?

Von Nostrand

July 3, 2013 at 5:47 am

Hi Garth

Thanks for the reply. I sent Seth, Dean and yourself an email on the 30/6 with all the details to the questions as well as login details for my site if you needed them. Let me know if you would like me to resend this.

Gateway: NAB

Theme: I am the ‘developer’ of the theme. It is just a child theme of
twentyeleven – mainly CSS changes, include sidebar for templates, only 2 functions – one to display WP Page Navi and the other to adjust header dimensions

Plugin List:
Contact Form 7
Event Espresso
Event Espresso – Attendee Mover Tool
Event Espresso – Calendar
Fast Secure Contact Form
Flexi Quote Rotator
Google Analytics for WordPress
Google XML Sitemaps
Network Publisher
Q and A FAQ and Knowledge Base for WordPress
Widget Context

Let me know if you need anything else.

I estimate this issue is occurring about 50% of the time. Some attendees sign up without issue. Others they are charged twice as described above.


  • Support Staff

July 3, 2013 at 8:14 am

Can you please post the URL of the registration page so we can take a look at it? We’ll need to run a few test registrations to investigate the issue, so when you see a signup with names like “Test Test” you can delete those.

Von Nostrand

July 3, 2013 at 5:38 pm

Hi Josh

No problems. I have just sent you the same email I sent the other guys with all the website details. Feel free to have a play and I will just ignore all test registrations.

Thanks for your help


  • Support Staff

July 5, 2013 at 1:27 pm

I’ve been testing this out on my dev server and haven’t been able to reproduce the issue with the duplicate emails getting sent out. I was able to reproduce the issue you posted about with the fatal error when you use an invalid cc number, and created a ticket for it so someone on the dev team can take a look. It might even be related since it seems to be repeating itself.

Von Nostrand

July 6, 2013 at 1:52 am

Thanks for your help Josh.

Yes I can’t replicate the double cc charge either. I have completed a number of registrations and payments using the EE front end and haven’t had a double payment myself. However for some reason, every so often, users get charged twice and the NAB transaction account lists these all with the same EE rego ID but different NAB transaction IDs. I don’t even know where to start looking to solve this.

Anyway I will see how it goes over the next couple of days and report back.


July 8, 2013 at 3:45 am

Yes, please let us know your findings, we would like to get to the bottom of this.

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