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codingforsail
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June 23, 2021 at 9:43 am
Hi,
I’m sorry that I seem to writing (yet another) support request.
Something strange happened this morning. The customer Emma is concerned that it may not be an isolated incident, and that as a result they may be losing money. In summary £20 was billed instead of £40. All is detailed with screenshots etc in:
This happened while she was logged in as admin and had used User Switching to be in the account of her client Rachel Williams.
She’s had to do this a lot lately, because we have been experiencing a number of 503 errors. I have put all I know about the hosting at the end of the pdf document attached.
Some were caused by over-aggressive Wordfence settings blocking clients from logging in if they entered the wrong username. They say this has been fixed for a day or so but a couple of clients still experienced 503 errors this morning.
Do you have any ideas what may be wrong? Are the settings of the hosting adequate to prevent Event Espresso from giving 503 errors? Emma and I are banging our heads.
Any help much appreciated, as ever.
Best wishes,
Anita
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Tony
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June 23, 2021 at 11:57 am
Hi Anita,
Can you open up the EE Transaction (click on TXN Date value) for that group registration and add that screenshot?
Or if easier, send temp login details over and I’ll take a look:
https://eventespresso.com/send-login-details/
Do you have any ideas what may be wrong? Are the settings of the hosting adequate to prevent Event Espresso from giving 503 errors?
The details given look fine although they don’t really show the whole picture.
Is that a shared server?
Just to clarify, it’s not actually Event Espresso throwing 503’s but the server itself. It may well be a request for/from Event Espresso but a 503 doesn’t necessarily it was caused by EE itself.
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codingforsail
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June 24, 2021 at 1:52 am
I have reactivated your admin log in and sent details in your form.
While you’re logged in could you please have a look at Transaction 1814. The registrations and Receipt are correctly showing 40 participants on each of two tickets. However the Attendees registered in the transaction show 80 against the one ticket, and this is reflected in the invoice. Seems strange but I can’t tell what has happened.
I think it is a shared server, but not sure how many other sites are on it. We recently removed the test instance and put that somewhere else. I’ll find out.
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Tony
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June 24, 2021 at 7:03 am
I have reactivated your admin log in and sent details in your form.
Those registrations have been split across 2 transactions, I’ve never seen that happen before, especially with the time between them.
Can you post the exact steps taken for that registration?
With regards to TXN 1814, unless I’m missing something that looks correct.
The invoice shows 40 on 1 ticket and 40 on another for me?
I’ll add a screenshot in a private reply.
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Tony
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June 24, 2021 at 7:04 am
This reply has been marked as private.
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codingforsail
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June 24, 2021 at 8:49 am
This reply has been marked as private.
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Tony
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June 24, 2021 at 9:44 am
Ah ok, so the date showing incorrectly is actually ‘correct’.
I understand it’s not what you want to output but the shortcode you are using there is the [PRIMARY_REGISTRANT_DATETIME_LIST].
The ‘Primary Registrant’ is the ‘first’ registrant of a group, it’s the 1/XX registration and will have a * next to it in the registration list. That registrant is the one EE considers to be ‘handling’ the transaction etc.
So [PRIMARY_REGISTRANT_DATETIME_LIST] is basically saying ‘Loop over the datetimes assigned to the ticket on the first registration and output the DATETIME_LIST section for each of them’. When put in that context, it’s the first registration’s DateTime dates that are being output which is ‘correct’.
To output something like what you are looking for I think we would need to include just the [DATETIME_LIST] shortcode within the Invoice template (you currently can’t use it) so that you could output something like [DATETIME_START] - [DATETIME_END] from that section, which in your case would then be:
28 June 2021 6:30 pm - 28 June 2021 8:30 pm
5 July 2021 6:30 pm - 5 July 2021 8:30 pm
Right now that’s not possible to do but I’ve created a ticket to see if it’s something we can add in a future version. For the time being you’ll need to remove that [PRIMARY_REGISTRANT_DATETIME_LIST] to prevent the confusing date output.
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codingforsail
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June 25, 2021 at 12:54 am
Thank you. I have created a custom invoice for that event and removed the [PRIMARY_REGISTRANT_DATETIME] shortcode.
There is a [DATETIME_LIST] section for the invoice but I couldn’t use it as you said. On the live site this gave me an error and the list of valid shortcodes. On the beta site, it appeared to save but hadn’t.
On the Beta site, I cannot create a custom invoice. I go into the Event, and the Notifications section, click “Create New Custom”, enter the Name for Template and Description and Create Template. I just see a spinning cog which doesn’t go away and the only thing I can do is close the window.
Emma is going to try and list out the steps taken regarding the original issue of this ticket.
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codingforsail
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June 25, 2021 at 8:19 am
This is the steps Emma took regarding the original issue;
When I made the booking on Wednesday I did the following:
Found the username and switched to their account.
Went via the calendar to the after school sailing session and added two of each of the activities for 2 different dates to the basket.
Proceeded to registrations.
Completed the participant details.
ticked the 2 required boxes
Selected to proceed to payments.
Choose the credit card option
Completed the customers card details
Selected pay now.
I hope this helps.
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