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Payment worked, but no info recorded

Posted: September 5, 2018 at 12:00 pm


AllisonNGA

September 5, 2018 at 12:00 pm

We have a signup that completed through PayPal, deposited the money into our account, but there is no record of that signup in Event Espresso. Anyone have any idea where it could have gone or how that’s possible?


Josh

  • Support Staff

September 5, 2018 at 12:03 pm

Hi,

May I ask was that with PayPal Standard, PayPal Pro, or PayPal Express?


AllisonNGA

September 5, 2018 at 12:22 pm

In looking at the transaction at PayPal, this line may be what we’re talking about

Payment Type: Website Payments Pro

Client has told me they have PayPal Pro


Josh

  • Support Staff

September 5, 2018 at 12:30 pm

If you go to Event Espresso > Transactions are there any transactions listed there (also check the Failed filter) that occurred around the same time as the transaction in PayPal?


AllisonNGA

September 5, 2018 at 12:42 pm

None for 2 hours prior or 16 hours after.

None in Failed or Abandoned filters within a week of that


Josh

  • Support Staff

September 5, 2018 at 12:43 pm

Does the PayPal transaction list the event the registration was for?


AllisonNGA

September 5, 2018 at 12:59 pm

Yes, with all order details correct


Josh

  • Support Staff

September 5, 2018 at 1:12 pm

Are there any gaps in the transaction IDs in Event Espresso > Transactions between the transactions that occurred before and after the transaction from PayPal?


AllisonNGA

September 5, 2018 at 1:22 pm

Yes, it skips from 478 to 480 in the time frame where the transaction would have occurred. I have looked for that ID and can’t find it.


AllisonNGA

September 5, 2018 at 1:28 pm

My mistake. I did find Transaction 479, but it is not the one that we are discussing where we received the payment correctly but no record of it in Event Espresso.


Josh

  • Support Staff

September 5, 2018 at 1:55 pm

So there are no gaps in transaction IDs from when that transaction occurred?
The one possibility I can think of is the host moved the site onto a different server right after the transaction was made, where the backup made for the new server was made just before the transaction. Can you check with the host to see if they moved the site to a new server on that date?


AllisonNGA

September 5, 2018 at 2:08 pm

No it was not moved to a new server. We have our own server and do not use a hosting provider.


Josh

  • Support Staff

September 5, 2018 at 2:29 pm

That’s the only possibility I can think of if there are no gaps in the transaction IDs. If you find another gap in the transaction IDs that’s a bit earlier that could be your missing transaction.

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Status: closed

Updated by  Josh 2 weeks, 4 days ago ago

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