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mpurse
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April 21, 2015 at 5:04 am
Since last week, any customer paying for our events via paypal doesn’t seem to have their place confirmed. The payment is successful but is not registered on the site. The transaction code is entered as a zero and marked incomplete.
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mpurse
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April 21, 2015 at 5:16 am
And here is a screen shot of what the customer sees, even after a successful paypal payment is made: http://awesomescreenshot.com/00f4uc4p06
The result is many of our customers end up paying twice for their courses which we then have to refund. It’s a bit of a nightmare.
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Tony
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April 21, 2015 at 10:13 am
Hi,
When users make a second payment does it then show that the registration is paid?
Have you installed any security plugins between when this worked and now? (or any plugins for that matter)
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mpurse
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April 22, 2015 at 2:16 am
Yes, second time it seems to go through. Nothing new installed.
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Tony
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April 23, 2015 at 5:23 am
On the site if you look within /wp-content/uploads/espresso/logs/
You should find a paypal.ipn_results.log file.
Within that file are there any errors?
Search for:
Errors resulting from the execution of curl transfer:
and see if any errors are within that line, a normal response would be something like:
Errors resulting from the execution of curl transfer: [04/29/2014 10:57 AM] – SUCCESS!
If you are unsure, please send a copy to support[at]eventespresso.com or provide FTP details (using THIS form) so we can take a look.
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mpurse
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April 23, 2015 at 5:28 am
Thanks Tony, sent you the log. Lots of those errors that you mentioned.
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Tony
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April 23, 2015 at 5:53 am
Do you have caching enabled on your site?
This can be either through a plugin or server side caching (it is becoming increasingly common for hosts to start running caching server side so you may need to check with your host if they are doing so)
I see you made a test payment, were you logged in or out of the site when doing so?
The only errors in that file show this:
Using BUILT-IN PHP curl methods
Success Setting host: https://www.paypal.com/cgi-bin/webscr
Success Setting request type to post
Success Setting post fields: cmd=_notify-validate
Success Setting Fain On Error
Success Setting return transfer
Success Setting Timeout
Success Setting verbose mode
Errors resulting from the execution of curl transfer: [04/21/2015 12:12 PM] – FAIL: IPN Validation Failed . /cgi-bin/webscr : http://www.paypal.com
IPN POST Vars from gateway:
IPN Response from gateway Server:
INVALID
Which means the IPN validation is failing, but there should also be variables displayed within that message.
Do you have security plugins installed?
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mpurse
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April 23, 2015 at 9:16 am
I was logged in but I did another test earlier when I wasn’t and had the same issue. We turned off all caching for EE pages due to issues with our other payment gateway.
I can see on another thread that another customer is having similar issues (but using EE4).
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Tony
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April 23, 2015 at 9:29 am
EE4 is drastically different to EE3 so if the two issues are linked, its likely an issue with PayPal somehow, but for now we’ll keep troubleshooting independently.
Within the log file, the final payment (which I assumed was your test payment as its for ‘test’) was successful, did that payment not complete?
So to be clear, both test registrations failed. One when logged in and one logged out?
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mpurse
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April 23, 2015 at 9:39 am
The test you see was unsuccessful the first time, then returned me to the unsuccessful payment page, where I paid again and this time it was successful. I was signed in both times. I will do a new one now, signed out.
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mpurse
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April 23, 2015 at 9:43 am
Was signed out. Same issue. First time returned to an unsuccessful page, so I pay AGAIN. Then it’s successful.
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Lorenzo Orlando Caum
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April 24, 2015 at 8:05 am
Hi, could you send us a link to the event?
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Lorenzo
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mpurse
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May 4, 2015 at 11:08 am
It’s not specific to one event but here is one of them that it has happened to, just this weekend:
https://www.thegoodlifecentre.co.uk/event-registration-2/?ee=1007
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Lorenzo Orlando Caum
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May 5, 2015 at 9:55 am
Thanks for the link. Could you ensure that the four WordPress pages with the Event Espresso shortcodes are published publicly?
You can confirm by going to each page in WP-admin –> Pages. Then view each page and ensure that it has the shortcode set.
Also, please go to this page and trash and permanently delete it:
https://www.thegoodlifecentre.co.uk/event-registration/
That is a duplicate page with a shortcode that helps with registrations.
Once that is done, go to Event Espresso –> General Settings –> Page Settings and check that each page is selected. If one or more isn’t, then select the correct page and then save changes.
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Lorenzo
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mpurse
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May 5, 2015 at 9:59 am
I’ve done all that.
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mpurse
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May 5, 2015 at 10:01 am
And I just did another test. Same problem… 🙁
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Lorenzo Orlando Caum
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May 5, 2015 at 10:03 am
Alright, could you try retesting again? The core registration shortcode was appearing twice on your site so that could be contributing to this issue.
If that does not help, then I would briefly test with only Event Espresso running.
Also, who is your hosting provider?
We want to rule out that caching isn’t being forced since you mentioned that it works on some attempts.
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Lorenzo
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mpurse
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May 5, 2015 at 10:10 am
Doesn’t help. Same problem. Though I find if I wait until the paypal confirmation of payment comes through to my inbox, then refresh the page, I will get a successful payment page – does that help?
Hosting provider is Cloudnext.co.uk
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Lorenzo Orlando Caum
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May 5, 2015 at 10:34 am
Okay, so in this case it is working but it is delayed for a few seconds.
Is auto return for PayPal enabled?
Could you confirm?
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Lorenzo
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mpurse
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May 5, 2015 at 11:01 am
I can confirm that it is enabled.
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mpurse
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May 6, 2015 at 7:54 am
What should I do to resolve this? I think I see a lot of threads on this forum relating to paypal problems like this at the moment.
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Tony
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May 6, 2015 at 2:23 pm
Hi mpurse,
We found that accents or symbols within the event name have started causing the IPN to fail when updating the registration status.
We have released version 3.1.37.3.P to address this, can you update to the latest version and retest please?
Along with that, do you event names have accents or symbols?
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mpurse
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May 6, 2015 at 2:37 pm
Updated, retested (no accents or symbols in this event, though some do have dashes in the names, this one didn’t). Same problem: http://awesomescreenshot.com/07d4vyzd93
But if I wait until the paypal confirmation email comes to my inbox and then just refresh the screen, it shows as paid: http://awesomescreenshot.com/0ba4vyzn02
So there is some sort of delay in the response it seems.
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Tony
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May 6, 2015 at 2:49 pm
This means that the IPN that is being sent from PayPal’s servers to your site, is being sent after the user has been re-directed back to the thank you page.
Event Espresso does not know a payment has been made until the IPN hits your site, if PayPal are slow sending this then the above happens.
Basically what should happen is:
1. User registers and selects PayPal.
2. User pays through PayPal.
3. PayPal sends an IPN to your site which updates the registration status.
4. User is redirected back to your site which shows the current registration status.
When the IPN is delayed numbers 3 and 4 swap, so the user loads the thank you page while the registration is still incomplete.
The IPN hits the site and updates the registration, so when they refresh they see the correct status.
Unfortunately as the IPN is sent from PayPals servers there isn’t much we can do to improve this response time.
You could try installing the Simplified Transactions Template available here:
https://eventespresso.com/wiki/how-to-set-up-paypal-ipn/#troubleshooting
Which allows your site to process the IPN as quickly as possible once it has been received and see if that makes a difference.
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