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azbex
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November 14, 2017 at 9:49 am
Hello,
I recently opened registration for an event with payment options including Invoice and Paypal Express. I noticed that I didn’t have any registrations coming in through Paypal which is not normal.
This morning I received an email from a registrant saying that she had paid through Paypal and never received a confirmation of payment and also received an email requesting payment. I am very concerned that a number of my registrants may have thought they paid through Paypal without any payment actually going through.
I went into the Paypal Express payment option and insured that my API Username, Password, etc. were correct, which they were.
When I went into the general settings however it appeared that the Support License Key had not been properly reset by who had set up the event initially. I have requested to have a reset and am waiting for this to take place.
Can you tell me is this the cause of the payments not going through? Or do I need to look for other problems.
It’s very concerning that registrants can get through the whole process with Paypal with no payment actually coming through.
Help!
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Josh
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November 14, 2017 at 10:01 am
Hello Rebekah,
The support license key has zero affect on the function of Event Espresso, including the PayPal Express gateway. Have you tried testing a payment for an event registration on your site? Do you get redirected to the correct PayPal account when you hit PayPal.com?
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azbex
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November 14, 2017 at 10:36 am
Hi Josh,
Yes, we have tested it several times. It redirects to the correct Paypal page and when clicking the payment button it simply directs back to the “registration checkout” page on our event website.
It does not appear that any transaction is actually taking place.
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Josh
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November 14, 2017 at 11:03 am
Can you check the logs in Event Espresso > Payment Methods > Logs for errors?
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azbex
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November 14, 2017 at 11:44 am
Okay, I did this and found about seven pages worth of logs. When I look into some of them they show last method of payment “Paypal Express” and for status “Incomplete”.
Quite a few others simply say “No longer exists” and “Unable to find transaction”
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Josh
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November 14, 2017 at 2:06 pm
Hi Rebekah,
I checked your site and it’s running a version of Event Espresso that’s 30 versions behind the current version of Event Espresso 4. Can you please update to the current version, then try that payment with PayPal again?
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azbex
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November 14, 2017 at 2:41 pm
Wow, I feel silly 🙁 Thanks Josh! That worked! Payments seem to be going through fine now.
For those people who’s payments did not go through in the error logs, is there a way to complete the payment on our end now that it is working, or will we have to contact them and let them know they will have to redo their payment?
Thanks,
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Josh
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November 14, 2017 at 2:52 pm
Hi Rebekah,
I think you’ll need to contact them because you probably do not have their payment authorization or information.
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