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Payment Status Not Updating – WorldPay

Posted: January 7, 2013 at 5:04 am


mbrammall

January 7, 2013 at 5:04 am

We have changed the payment method on agilekrc.com from PayPal to WorldPay and have run into a problem.

When customers pay via WorldPay, their payment status in Event Espresso remains ‘Incomplete’. Both the CMS admin & customer receives the WorldPay payment confirmation email, but neither receive the payment email from the Event Espresso system.

However, the registration email arrives. (so normally the customer receives two emails from Event Espresso as part of their booking, but only one is being sent)

The payment status updated fine when we used PayPal so the issue is linked with the WorldPay integration.

If you can help resolve the issue it would be greatly appreciated.

Many thanks
mel


mbrammall

January 7, 2013 at 11:17 am

In addition, I read previous support posts and have activated the ‘Enable Shopper Response’ and ‘Payment Response URL’ in the Merchant account but still no joy. Need help desperately as this is on a live site.


Josh

  • Support Staff

January 7, 2013 at 12:24 pm

Hi there,

What did you enter as the payment response URL in the merchant account?


mbrammall

January 7, 2013 at 12:33 pm

This one:
http://agilekrc.com/thank-you/


Josh

  • Support Staff

January 7, 2013 at 5:01 pm

That should be the correct URL. Can you turn on full logging in the Event Espresso>General settings and run a test registration, then check the log file for any errors? If you have access to the PHP error logs you can also check for errors at the times when these earlier registrations went through but did not get an updated payment status.


mbrammall

January 22, 2013 at 10:50 am

Hi Seth/Josh, Yes, the payment is showing as complete in EE admin. Many thanks, mel
* * *? From: Seth Shoultes Reply-To: Date: Tue, 22 Jan 2013 07:04:11 -0700 To: Melanie Brammall Cc: Joshua Feck , Subject: Re: URGENT SUPPORT NEEDED.. TOKEN PURCHASED : ) It is usually best to post these questions in the forums, because we get so many emails, they end up getting lost or just don’t show up sometimes. In the forums, we can at least track the replies. Are the payments showing as completed in the Event Espresso admin? Seth Shoultes Sent from my phone. Please excuse any typos.

    • *On Jan 22, 2013 3:39 AM, “Melanie Brammall” wrote: Hi Seth, Nobody else replied to my email, so thanks for getting in touch… I don’t think it’s a server problem as the ‘Booking Confirmation’ email goes out from EE fine. The payment confirmation email worked when we used PayPal as a payment method, but stopped once we changed to WorldPay. If it’s any help the website is hosted on Media Temple (DV package). I look forward to hearing from you. Many thanks, melanie
    • *? From: Seth Shoultes Reply-To: Date: Mon, 21 Jan 2013 20:04:22 -0700 To: Melanie Brammall Cc: , Joshua Feck Subject: Re: URGENT SUPPORT NEEDED.. TOKEN PURCHASED : ) Hi Melanie, Did anyone help you with this? It sounds like there may be a problem with your server not sending emails. Are other plugins sending emails from the server? Seth Shoultes Sent from my phone. Please excuse any typos.
    • *On Jan 21, 2013 8:19 AM, “Melanie Brammall” wrote: Hi Josh, We have now updated all EE add-ons to the latest version but still have the same problem with the payment confirmation email.
  • On a test transaction (live site) the attendee is marked as ‘complete’.. So the payment confirmation email should have automatically triggered but something is going wrong. Please can you take a look? We’re stumped as to what to do. Many thanks, melanie
    • *? From: Josh Feck Reply-To: Date: Fri, 11 Jan 2013 10:24:43 -0500 To: Melanie Brammall Cc: Subject: Re: URGENT SUPPORT NEEDED.. TOKEN PURCHASED : ) It’s possible that it will help. Version 1.9 of the members add-on will likely break a few things when run with the current versioni of Event Espresso. 1.9 isn’t compatible, 1.9.6 is compatible.
    • *On Fri, Jan 11, 2013 at 7:17 AM, Melanie Brammall wrote: Hi Josh, Thanks for looking into it for me… I have carried out a transaction and the payment email from EE still doesn’t arrive with the customer. Do you think updating the EE add-on’s will solve the problem? Many thanks, mel
    • *? From: Josh Feck Reply-To: Date: Thu, 10 Jan 2013 16:54:51 -0500 To: Melanie Brammall Cc: Subject: Re: URGENT SUPPORT NEEDED.. TOKEN PURCHASED : ) Hi Melanie, In this case, the “Force HTTPS on Return URL” option in the Event Espresso>Payment Settings>WorldPay Settings was checked. This should only be checked if there is an the corrent type of SSL certificate installed on your site, which doesn’t appear to be the case, since  https://agilkrc.com throws a big warning if you try to navigate to that address in a browser. I’ve unchecked the box and updated the WorldPay settings. While I was in the admin, I noticed that none of the Event Espresso add-ons had been updated.  I’d recommend updating to the latest version of the add-ons, you’ll likely encounter some issues with the Members add-on when running version 1.9 alongside the latest version of Event Espresso. The calendar should work until WordPress gets updated to WP 3.5, at that point, you’ll need to update the calendar.
    • *On Thu, Jan 10, 2013 at 4:30 PM, Melanie Brammall wrote: Hi Josh, WorldPay is in live mode on agilekrc.com       Many thanks Mel Point Creative t. moderated      
    • *? From: Josh Feck Date: Thu, 10 Jan 2013 16:23:46 -0500 To: Melanie Brammall ReplyTo: moderated       Cc: Event Espresso Support Subject: Re: URGENT SUPPORT NEEDED.. TOKEN PURCHASED : ) Hi Melanie, I can take a look, it might be that whatever it is that should be firing the email function isn’t happening. Is the WorldPay account in test or live mode? In the future, can you cc the moderated      address? This way, if I’m not around, someone else from the support team will be able to help.
    • *On Thu, Jan 10, 2013 at 11:36 AM, Melanie Brammall wrote: Forgot to mention this from our developer: Email worked when… Event Espresso 3.1.15.p with paypal, on transaction complete user would get redirected back to the /thank-you page We are now using… The latest version of event epresso with worldpay, instead of redirecting the user the thank you page, the page is pulled into worldpay. Everything is working apart from the customer payment confirmation email from EE.
    • *? From: Melanie Brammall <moderated      > Date: Thu, 10 Jan 2013 16:33:41 +0000 To: <moderated      > Conversation: URGENT SUPPORT NEEDED.. TOKEN PURCHASED : ) Subject: Re: URGENT SUPPORT NEEDED.. TOKEN PURCHASED : ) Hi Josh, Following up on your previous email, we have now upgraded EE which has resolved most of the issues. We’re stuck on getting the ‘payment confirmation’ email to send from EE to the customer and wonder if you can help with this? All other emails send successful – WorldPay confo to attendee & client, EE booking confo to attendee & client, EE payment email to client only. The payment email to the attendee should look like the one below. – It was working before we changed the payment method from PayPal to WorldPay. Would it be possible for you to provide instructions on how to fix this… Or to fix this from your side? – If needed I can purchase another support credit if time has run out. Please let me know. Many thanks, melanie -–|-–| Forwarded Message From:moderated   > Date: Wed, 27 Jun 2012 10:52:41 +0100 To: Melanie Brammall Subject: Payment Received for Test event

This Is An Automated Response Thank You Melanie Brammall We have just received a payment in the amount of £0.40 for your registration to Test event. Transaction ID: 1XN99885WJ297403V moderated

    • *? From: Josh Feck Reply-To: Date: Tue, 8 Jan 2013 15:46:14 -0500 To: Melanie Brammall Cc: Event Espresso Support Subject: Re: URGENT SUPPORT NEEDED.. TOKEN PURCHASED : ) Hi Melanie, A lot of bugs have been fixed since 3.1.15.P, and we are in a much better position to support the current version of Event Espresso than one that was released over one year ago. I’m curious why the developer doesn’t think things should be brought up to date? On Tue, Jan 8, 2013 at 2:19 PM, Melanie Brammall <moderated      > wrote:
    • *Hi Josh, Thanks for getting the site live again promptly! Regarding the Payment Response URL, I have tried all of the options below without luck. The thank you page doesn’t appear, and the payment status in EE remains incomplete. Is the only option to upgrade?.. Our Developer has said with so many plugins and custom diary it won’t be easy. And finally, do you have any suggestions to fix the discount not showing up on WorldPay? Many thanks, melanie — Melanie Brammall Communications Director moderated
    • *? From: Josh Feck Reply-To: Date: Tue, 8 Jan 2013 13:48:28 -0500 To: Melanie Brammall <moderated        > Cc: Event Espresso Support Subject: Re: URGENT SUPPORT NEEDED.. TOKEN PURCHASED : ) Hi Melanie, I’m sorry for all the trouble. This is the first time that I’ve ever seen the full logging option cause this. In this case, the server would not permit a log file be created there and threw a fatal error when Event Espresso tried to create a log file. I deactivated Event Espresso via FTP first, then I manually created a log file, set the permissions so PHP could access it, and was able to reactivate Event Espresso and set the logging option to off. I also wasn’t aware that you had an older version of Event Espresso installed. The plugin has changed quite a bit from 3.1.15.P. In the case of the WorldPay payment response URL, it may have been different in 3.1.15.P. Some of the gateways around that time used the page with the [ESPRESSO_TXN_PAGE] shortcode as the payment response URL. So for your site it could be: http://agilekrc.com/transactions/ There may be a redirect happening too, so if the above doesn’t work, you could try the URLs that have the page ID instead. The thank you page is: moderated The transactions page is: moderated It may also help to update to the latest version of Event Espresso and its add-ons. There are full instructions on how to update here: http://eventespresso.com/wiki/updating-event-espresso/
    • *On Tue, Jan 8, 2013 at 12:53  PM, Melanie Brammall wrote: We have a couple of issues… Most importantly, a support request from Josh suggested I activated ‘Full logging’ which I did but now I can’t access the website! The support post is here: http://eventespresso.com/topic/payment-status-not-updating-worldpay/#post-30353 Access details for the website are as follows: Agilekrc.com ~ The issue we are trying to fix is updating the ‘Payment’ status which I believe is linked to the Payment Response URL entered into WorldPay. We have used the URL of moderated but WorldPay comes back with a 404 callback failure. I have spoken with WorldPay and they think the URL is incorrect. We also have an issue with the course discount amount not transferring to the WorldPay transaction pages (we tested using a 10% earlybird booking). If you can fix it would be a huge relief! The site is down now, so obviously the first priority is resolving the ‘Full logging’ issue above. I look forward to hearing from you shortly. Many thanks, melanie


Josh

  • Support Staff

January 22, 2013 at 11:52 am

Hi Melanie,

I’m sorry for the trouble. Can you check the settings for the default payment status and verify that they are set as incomplete or pending? There is a global setting in Event Espresso>General Settings, and individual events can be set to No Change or override the global settings in the event editor.

If either are set to complete, the payment email will not fire, and the payment will be automatically set to complete whether the payment was made or not.

If the payment status isn’t set to complete, we will need to get a developer involved, and we will need to somehow get WorldPay developer account testing credentials. Do you or your developer have access to a WorldPay test account?


mbrammall

January 24, 2013 at 10:38 am

Hi Josh,
The default payment status (under General Settings) is set to ‘Incomplete’.

Our client has a WorldPay account which includes a test are (used for Sandbox mode)… Do you require direct access to it yourselves? Or can you provide instructions on what our developer should do?

Many thanks,
melanie


Josh

  • Support Staff

January 24, 2013 at 11:17 am

Do you have a set of test credentials that you can let us use on one of our servers? If that is possible, please send them to our support email address and we can try to sort this out.

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