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cmcgroep
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June 21, 2019 at 4:30 am
We have made a setup for an event with tickets. The problem we have now is that when we create a free ticket in the backend we cannot seem to send the confirmation mails. Any idea how to solve this?
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Josh
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June 21, 2019 at 5:41 am
Hi,
Can you go to your site’s Tools > Site Health page and check to see if there’s a warning or an error about scheduled tasks?
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cmcgroep
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June 21, 2019 at 6:49 am
It’s giving no problems for the scheduled tasks. I would like to resend the payment received message for a ticket. I tried to change the status back and forth and select the ‘resend messages option’ but that doesnt seem to work. I tried to press the email button in te most right column on the page with all the registrations but that also doesnt seem to work. Any suggestions what else I could try?
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Josh
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June 21, 2019 at 7:01 am
Can you verify whether *other* emails (like a WordPress password reset email) get sent from your site?
You can install this plugin to verify whether the mail actually gets sent or not:
https://wordpress.org/plugins/wp-mail-logging/
It’s important to discern whether the emails are actually not getting sent, or if they’re actually getting sent, but not received. If you find that they’re getting sent, can you check to see whether the emails are getting trapped in the spam folder?
In most cases, setting up a third party service to deliver email will resolve email delivery issues. The built-in mail servers (especially those that are used for shared hosting accounts) can be unreliable. We recommend using a service like Mandrill, Postmark, or any of the other services listed in our documentation for sending transactional email. More info here:
https://eventespresso.com/wiki/postmark-app-mandrill-transactional-email-handling-services/
Alternatively, you could also use a gmail account and configure a plugin like the WP Mail SMTP plugin to send the emails.
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cmcgroep
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June 21, 2019 at 12:41 pm
Email functionality seems to work. I created a new account and got my confirmation mail.
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Josh
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June 21, 2019 at 12:43 pm
Can you install the email log plugin (mentioned in my other reply) to see if confirmation emails get logged as sent?
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cmcgroep
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June 21, 2019 at 2:06 pm
Ok, thnx for that suggestion, that didn’t solve my problem but it did point me towards where some things seem to go wrong.
Let me rephrase the issue I’m having. When I go to the messages screen an for instance press the edit button for the reservation approved message (This is the button on the far right in the row of the specific message) I go to the edit screen of this message. In this edit screen at the top I have a pull down to switch to another role who can receive this message. When i then change to primary registrant I see a different mail (or at least different to:) then when I would go to the messages screen and hit the textlink with ‘edit primary registrant’. Shouldn’t these be the same?
When I do the first route described the [PRIMARY_REGISTRANT_EMAIL] isn’t in the to field which might be the issue. I tried to change the to: adress through this first route but it doesn’t want to save it there ….
Hope you understand my description.
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Josh
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June 21, 2019 at 3:12 pm
Are there any error messages when you try to save changes to the email template?
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cmcgroep
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June 23, 2019 at 11:28 am
It doesnt give an error. It says it has saved the template succesfull. When I go back to the list and then back to the template I see the old setting again.
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Tony
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June 24, 2019 at 7:54 am
Hi there,
Let me rephrase the issue I’m having. When I go to the messages screen an for instance press the edit button for the reservation approved message (This is the button on the far right in the row of the specific message)
This doesn’t sound right to me, it sounds like you mean your clicking the ‘Create Custom’ button?
So to confirm, you go to Event Espresso -> Messages -> Default Message Templates
Then on the list, you find the ‘Registration Approved’ message type and click the far right button? This one – https://monosnap.com/file/1zDHJuY7L6PAe6CkYypeqizzI765IZ
If so, then what that button does is create a new ‘instance’ of the template under the ‘Custom message templates’ tab, and that’s what you are editing rather than the default one, which is what you see when you do this:
When i then change to primary registrant I see a different mail (or at least different to:) then when I would go to the messages screen and hit the textlink with ‘edit primary registrant’.
At that point, your editing the ‘Default’ Registration Approved message template.
So it sounds like at first you created a new custom instance and edited that instance, then you edited the default template, which is a separate template.
If you open the ‘Custom message templates’ tab at the top, do you have custom ‘Registration Approved’ templates listed there?
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The ‘Default Message Templates’ are the templates used by all of your events by default, you are free to edit those templates should you wish just so long as you are aware that they are used by all events by default.
‘Custom message templates’ allow you to create an ‘instance’ of a template and assign that specific message template to an event.
Say for example you want to include the dates of the event in all of your event emails, except if you event is an ‘online’ event and you want to hide the dates. You would have a specific ‘online’ registration approved custom message template that you set on those specific event typos.
So having said that:
Shouldn’t these be the same?
Not always, an certainly not from creating a custom template and editing that specific template.
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It’s not really clear what you are trying to achieve from the above and I’m not even sure if the above will fix the problem you are running into.
The ‘Primary Registrant’ context for the Registration Approved message type is disabled by default and most people don’t want to enable it, it sends an additional email to the primary registrant along with their usual ‘registrant’ email.
Can you provide more details on what it is you are trying to do?
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Josh
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June 24, 2019 at 7:55 am
If you switch message contexts do you see your changed setting?
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cmcgroep
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June 25, 2019 at 6:05 am
@tony thanks very much for your message. Your message did help me to find out something but the mail issue still remains. The button on the far right of the global messages lists has a bad translation to dutch therefore I didn’t notice every time I pressed it I create a new template (the dutch suggests it is an edit button not a ‘create new from template’-button. So that cleared up that mystery.
I’m gonna go back to the basis of the problem and will try to explain it as clear as possible. We have a registration for an event which takes place in a few steps in which the buyer selects a main and some sub events. The main event is paid and the sub events are free workshops during the event.
There was a registration which didn’t go as it should which resulted in the user only registering for the main event and not for the workshops (sub events). To fix this our admin made a new registration for this person with a price of zero. The only problem is that the ‘payment received’ email is not send. I’m guessing this mail isn’t send because there is no payment for a zero price registration?
If I am correct it is also not possible to connect the sub events to the (paid) main event registration this user has already done. Even if it were possible resending the message would only result in sending the original message not generating a new one (am I correct?)
So my conclusion was that we would have to use another e-mail for the ticket. I thought the ‘registration approved’ mail might do the job. The problem I am now having is that this email doesn’t seem to be send and I can’t find out why it isn’t send:
– When i go to the main event page in the backend and check which emails should be used the ‘registration approved’ is set to ‘global’
– When I then go to the list of global messages and click on the edit main registrant link for the registration approved message I see that this email is enabled with a switch so it should be send right?
– as mentioned I tested if emails get send and this does seem to work, wordpress registration mails get send and when I resend old messages from the event system that also works….
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Tony
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June 25, 2019 at 7:05 am
I’m guessing this mail isn’t send because there is no payment for a zero price registration?
Correct, if there’s no price on a ticket you can have a payment towards said ticket and therefore no ‘Payment Received’ email.
If I am correct it is also not possible to connect the sub events to the (paid) main event registration this user has already done. Even if it were possible resending the message would only result in sending the original message not generating a new one (am I correct?)
Setting the ‘sub-events’ aside a second (as EE doesn’t support them) then this is incorrect, you can retrigger the registration emails for a registration in Event Espresso -> Registrations.
Click on this icon –
https://monosnap.com/file/XiGmBZBMcG488CJULkmUJx0c5DveDj
That button is context-aware, meaning if your registration is Approved, it triggers the registration approve message to be regenerated. If it’s Pending Payment it triggers the Registration Pending Payment message template and so on.
Now, your reply is based on the Payment Received email which we do not have the option to regenerate at this time.
So my conclusion was that we would have to use another e-mail for the ticket. I thought the ‘registration approved’ mail might do the job. The problem I am now having is that this email doesn’t seem to be send and I can’t find out why it isn’t send:
Another email for the ticket? May I ask why?
My apologies but I’m still not sure what it is your trying to do.
– When i go to the main event page in the backend and check which emails should be used the ‘registration approved’ is set to ‘global’
Ok, that means your event is using the Default Message Template for Registration Approved messages.
– When I then go to the list of global messages and click on the edit main registrant link for the registration approved message I see that this email is enabled with a switch so it should be send right?
Correct, as long as there is a valid shortcode in use in the ‘TO’ field of the template.
What is currently in that field? If you can add a screenshot that shows the same as this – https://monosnap.com/file/3FRu5feiASYk0YGb3Y56rbGpvuMf9H
That shows all the information we need to check.
Also, when you say it doesn’t send, if you look in Event Espresso -> Messages -> Message activity
Can you see the email listed there? If so what colour ‘status bar’ does it have (the bar to the left of each message).
– as mentioned I tested if emails get send and this does seem to work, wordpress registration mails get send and when I resend old messages from the event system that also works….
How are you resending the old messages?
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cmcgroep
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June 25, 2019 at 8:46 am
@tony, all of a sudden a lot of mails seem to have been send. So it does seem to have been some sort of queuing issue. Which seems quite strange to me because some of the messages were send but others weren’t. Could there be some reason why not all messages in the queue are processed?
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Tony
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June 25, 2019 at 11:46 am
Payment received emails skip the message queue as if there’s any message you want straight away, its usually the payment received message. So was it payment received emails that sent?
The message queue uses wp_cron which relies on front end hits on your site. I’m guessing you get enough traffic to trigger those checks?
You could try switching the messages to send on the same request so they no longer use wp_cron.
Go to Event Espresso -> Messages -> Settings
Send the send messages on setting to ‘on same request’.
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cmcgroep
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June 25, 2019 at 12:40 pm
@tony, thanx for that tip. I have changed the setting and will now wait to see what happens. If there will be any problems in the future I will respond here again, for now: really thanks for your patience and help!
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