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Wendy
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October 30, 2015 at 8:51 am
Hello,
We have one registration that is still showing as pending payment although the registrant has made full payment already. Also for some reason, it is showing that this registrant used a different promo code than the one provided to him.
Can you help explain why both of these issues are happening? Also, should we just change his status to approved at this point?
Thanks,
Wendy
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Tony
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October 30, 2015 at 9:30 am
Hi Wendy,
If you look within the transaction for that registration, what is the status of the transaction?
Do you see the payment there and does the payment have a status of Approved?
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Wendy
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October 30, 2015 at 9:33 am
Hi Tony,
The transaction status is complete. I do see an accepted payment of $1,395. The full price of registration is $1,895 and they applied a $500 promo code.
Btw, our event is set as default not approved status.
Wendy
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Tony
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October 30, 2015 at 9:51 am
Btw, our event is set as default not approved status.
So you manually altered this registrations status to pending payment to allow the user to pay yes?
Also, should we just change his status to approved at this point?
As the payment is shown within the transaction you can manually approve the registration. You may want to send the related messages when doing this so the attendee receives the reg approved message.
Also for some reason, it is showing that this registrant used a different promo code than the one provided to him.
That is very strange, did the user place multiple registrations at all or was this a single registration?
Can you check you memory limit within Event Espresso -> Maintenance -> System Information. Search for wp_memory and post the value here.
Then search for memory_limit and also post that value here.
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Wendy
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October 30, 2015 at 9:59 am
No. Our entire event is setup as “not approved” as a default status. So everyone is not approved, until we switch them manually to “pending payment”. Then when they pay, they usually automatically get switched to approved status. But in this case, even though he paid, he stayed on “pending payment” status.
The attendee already received an email stating his registration was approved. It’s just now showing up that way in the system. That is what’s so confusing.
This was a single registration.
Here is what’s stated for wp_memory:
40M – We recommend setting memory to at least 64MB. See: Increasing memory allocated to PHP ”
And memory_limit:
global_value 128M
local_value 256M
access 7
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Tony
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October 30, 2015 at 10:15 am
No. Our entire event is setup as “not approved” as a default status. So everyone is not approved, until we switch them manually to “pending payment”.
That’s what I meant above about changing the status to Pending Payment, I’m just running through to check how the registrations are created/processed 🙂
The attendee already received an email stating his registration was approved. It’s just now showing up that way in the system. That is what’s so confusing.
Hmm, yes that is confusing.
Did you at any point see this registration set to Approved? Can I take a look at the registration and see if I can spot anything? If so please send temporary login details using this form:
https://eventespresso.com/send-login-details/
Here is what’s stated for wp_memory:
40M – We recommend setting memory to at least 64MB. See: Increasing memory allocated to PHP ”
And memory_limit:
global_value 128M
local_value 256M
access 7
wp_memory is a little low, it ‘should’ be overridden by the memory_limit values posted above, however I always recommend upping the limit anyway. You can do this using:
define( 'WP_MEMORY_LIMIT', '96M' );
Within the wp-config.php file.
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Josh
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October 30, 2015 at 10:37 am
If your site is running low on memory, it could have this effect, especially if you’re only seeing this with only one registration. Since you have more memory available, can you set this in your wp-config.php file?
define( 'WP_MEMORY_LIMIT', '128M' );
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Wendy
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October 30, 2015 at 2:01 pm
Hi Tony and Josh,
I just sent a temp login through the online form. Is there any way you can make the change to the wp memory limit while you’re in there?
Wendy
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Josh
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October 30, 2015 at 2:20 pm
Hi Wendy,
I’m afraid not because the WP_MEMORY_LIMIT is not something that can be changed in the WordPress admin. It’s changed in the wp-config.php file, which means the actual file needs to be edited, so someone would need the access to the server’s files (usually via File Transfer Protocol or FTP) to make that change.
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Tony
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October 30, 2015 at 5:25 pm
Hi Wendy,
Can you tell me the ID of the registration (or transaction) that you are referring to please?
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Wendy
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October 30, 2015 at 5:50 pm
Registrant #183 (Nikhil Sriraman)
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Tony
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October 30, 2015 at 6:48 pm
I can’t see any reason for that registration not to have been approved.
All the reg steps have been correctly finalized, and the transaction has updated correctly.
Have you increased the wp_memory_limit value?
I can see you’ve had other registrations since then, have they all worked correctly?
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Wendy
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November 1, 2015 at 6:36 pm
Tony,
Yes, I have increased the wp_memory_limit value to 128M.
All the registrations since then have worked fine.
Should we go ahead and manually set the registration to approved status then?
Wendy
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Tony
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November 2, 2015 at 4:01 am
Yes you can manually set the registration to approved.
If you leave ‘Send related messages’ unchecked when doing so they will not receive a duplicate reg approved message.
I would recommend monitoring the next few registrations to confirm they work as expected (although as your others are I would expected those to as well)
I’ll run through some testing and see if I can reproduce this.
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Wendy
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November 2, 2015 at 7:23 am
Ok will do. Thanks Tony. Let me know what you find out.
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Tony
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November 4, 2015 at 6:08 am
Hi Wendy,
I’ve run multiple registrations on a couple of live sites and not had any issues with the payments, so I suspect this was an issue with the server, be it memory or under heavy load for a moment.
Have you had any further issues since?
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