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PayPal Registrants not in Attendee List

Posted: May 29, 2019 at 3:59 pm


Keith Johnston

May 29, 2019 at 3:59 pm

I have a customer that registered via EE4, paid via paypal but they are not listed in the registrant list nor is there any record of them. All we have is the paypal receipt, there is no record of them in the system.


Josh

  • Support Staff

May 29, 2019 at 4:24 pm

Hi,

May I ask does the PayPal receipt have the event or ticket name? Also, what you could do is go to Event Espresso > Messages and check for any emails that were sent out at or after that registration occurred. In this case there could be an issue with server caching where they were served a cached version of the registration form, but a good first place to check is the Messages Activity list to see if any messages were sent out at that time.


Keith Johnston

May 29, 2019 at 4:41 pm

Hi Josh,

Yes, the paypal receipt does have the event/ticket name. There is nothing in the messages section with the email or name of the attendee. Any other suggestions? I am pretty stumped.


Josh

  • Support Staff

May 29, 2019 at 5:06 pm

Actually the name and email for the registration could be different than what’s on the PayPal receipt because the payer could have different information than the attendee. The important thing to look for was at what time was the payment made and compare that to when the messages went out.


Keith Johnston

May 29, 2019 at 6:10 pm

Yes, we figured that, there were only a few registrations that day so it was not hard to check.


Josh

  • Support Staff

May 29, 2019 at 6:21 pm

Right, and if you’re still having trouble finding the registration, you could check on the Event Espresso > Transactions page, under either Abandoned Transactions or Incomplete Transactions.


Keith Johnston

May 29, 2019 at 6:33 pm

Hi Josh, Yes, we know… and have checked everywhere under the hood and can’t find where this one came from or where it went. The only reason we know it exists is because of the PayPal receipt which is why I am a little concerned. Is it a one off weird instance or will it pop up in a big way as we get closer to the conference.


Josh

  • Support Staff

May 29, 2019 at 7:31 pm

Neither really. Unless the host restored to a database backup from an earlier point or the registration was moved to the trash, then deleted, the registration will still be in the database.

Also, if the payment was less than 7 days ago, there will be additional logs in Event Espresso > Payment Methods > Logs, so you could check there too.


Keith Johnston

May 29, 2019 at 10:49 pm

This reply has been marked as private.


Josh

  • Support Staff

May 29, 2019 at 11:23 pm

Did you check with the client to see if they may have mistakenly moved that registration to the trash? This happens, there’s actually another active topic where an event was moved to the trash, so its tickets were no longer valid.


Keith Johnston

May 30, 2019 at 12:09 am

This reply has been marked as private.


Josh

  • Support Staff

May 30, 2019 at 5:37 am

Can you send a backup of the site’s database that was made around the 22nd? If so, please send it along with the transaction details to support @ eventespresso.com and we can review.


Josh

  • Support Staff

May 30, 2019 at 12:54 pm

The link you emailed for the database backup says it requires permission. Can you allow that file to be opened? Thanks.


Josh

  • Support Staff

May 30, 2019 at 3:12 pm

Hi,

Can you send a database backup that was taken after the registration in question? The reason I ask is because the database backup was taken at 3:00 am on May 22 which was prior to the timestamp of the payment (May 22 at 9:00 CDT). So ideally a backup taken sometime around May 23 would be fine.

Also, we only need the database backup, we do not need the entire wp-content folder from your site.

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Updated by  Josh 10 months, 1 week ago ago

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