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Problem with event messages going out twice

Posted: September 23, 2020 at 3:59 pm


Wendy

September 23, 2020 at 3:59 pm

This has been happening today where both admin and registrant messages are going out twice. I’m not sure if there is a system wide glitch or if I need to change something on my end. I recently made some text modifications to the custom messages but didn’t change anything with the setup.


Tony

  • Support Staff

September 24, 2020 at 5:21 am

Hi there,

Can you add some details on what changes you made to the custom messages?

By ‘Custom Messages’ is that a template listed in Event Espresso -> Messages -> Custom Message Templates?


Wendy

September 24, 2020 at 6:18 am

I just updated some of the text in the message itself in the text box. No changes to anything else.


Tony

  • Support Staff

September 24, 2020 at 6:30 am

By ‘Custom Messages’ is that a template listed in Event Espresso -> Messages -> Custom Message Templates?

So you didn’t change any shortcodes?


Wendy

September 24, 2020 at 6:58 am

No


Wendy

September 24, 2020 at 7:00 am

However I did recently install a stmp plugin because I was having trouble with delivery. Could that be it?


Tony

  • Support Staff

September 24, 2020 at 7:10 am

If it only started after that then yes.

Which SMTP plugin are you using?

I’m assuming you are only using one plugin and don’t have multiple plugins trying to send your emails?


Wendy

September 24, 2020 at 8:18 am

We’re using WP Mail SMTP and it’s the only plugin to send emails. It was installed a couple weeks ago and messages were not going out twice until yesterday. The other thing that may be related is that I created two complimentary ticket types yesterday and it looks like these are the ticket messages that are going out twice. Is there a reason for that? Oh also our event is setup as “not approved” by default because we approve each registrant so not sure if that makes a difference. Just to clarify, they are getting each of the messages twice though.


Tony

  • Support Staff

September 24, 2020 at 8:40 am

Do you mind if I take a quick look in the admin at the messages?

I need more details on the messages and we can do that with multiple screenshots if preferred but it will be much quicker to take a look.

If that’s ok you can send temp login details using this form:

https://eventespresso.com/send-login-details/

If not let me know and I’ll guide you through what I need.


Wendy

September 24, 2020 at 8:49 am

I just completed the form so you should be able to login and take a look now.


Tony

  • Support Staff

September 24, 2020 at 9:32 am

Hmm, yeah that’s a strange one as I can’t see any issues with your messages.

I did add a registration of my own to trigger messages and I’ve only received one so far, I’m waiting for a little as some of them show as sending an hour later.


Wendy

September 24, 2020 at 10:34 am

Hi Tony, I just saw the second message go out to you.


Wendy

September 24, 2020 at 10:35 am

The second message seems to go out about an hour after the first.


Tony

  • Support Staff

September 24, 2020 at 10:49 am

Do you mind if I install WP Crontrol on the site to view the crons jobs that are active?


Wendy

September 24, 2020 at 11:00 am

Please go ahead. Thank you.


Tony

  • Support Staff

September 24, 2020 at 11:16 am

Thank you, I’ve managed to reproduce this locally and will investigate further there.

I’ll keep you posted with any findings.


Tony

  • Support Staff

September 24, 2020 at 2:33 pm

Quick question Wendy, do you normally use the Not Approved status on your events?

The reason I ask is I can only reproduce this with the default registration status set as Not Approved in the event.


Wendy

September 24, 2020 at 2:36 pm

Yes that has been the way we setup our event the past several years because we need to approve our registrants. We haven’t had this issue in the past. The only thing that is different is that this is the first time we have made free tickets available on the public ticket selector, and it seems that the multiple messages are only going out to those free tickets.


Wendy

September 24, 2020 at 2:43 pm

Also it seems that once we approve the registration for the free tickets, they are only getting one approval email and not two. So looks like it’s the not approved emails that are going out twice for some reason.


Tony

  • Support Staff

September 24, 2020 at 2:52 pm

Yeah, looks like the Not Approved registrations on free tickets that trigger this and it looks like it’s been in the core code for a while.

I have an event with a paid ticket and a free ticket.

Registering on the free ticket I can trigger multiple emails by trigging the function used to check if the registration has been abandoned (it runs automatically roughly an hour after the registration was started) if the registration still has the ‘Not Approved’ status.

Registering on the paid tick and doing the same thing doesn’t re-trigger messages.

There’s no quick fix for this unfortunately but I’ve created a ticket to investigate further.


Wendy

September 24, 2020 at 3:05 pm

Ok do you have any idea how long it will take to resolve this issue?

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Updated by  Wendy 1 month ago ago

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