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Received payment for Event, but there is not a Registration.

Posted: February 20, 2018 at 8:32 am


WBNM

February 20, 2018 at 8:32 am

Good Morning,

On our site BonitaEsteroRealtors.com we have recieved payment for registered events through our payment gateway, but the registrations and transactions records are not in the back end of Events espresso. Why would this be and how do I locate these records?


Josh

  • Support Staff

February 20, 2018 at 1:21 pm

Hi there,

This can be caused by caching that’s not set up correctly. May I ask have any registrations been recorded in the back end, and is there a caching plugin set up on your website?


WBNM

February 21, 2018 at 2:52 pm

Yes, there have been registration recorded on the backend it seems to do this randomly. and yes we do have a caching plugin on the backend.


Josh

  • Support Staff

February 21, 2018 at 2:53 pm

You’ll need to configure your site’s caching with this guide to avoid missing registrations:

https://eventespresso.com/wiki/setup-nocache-exclusion-rules-event-espresso/


WBNM

February 21, 2018 at 3:04 pm

Oka, Thank you, I have initiated this change, I hope this solves it . Thank you.


WBNM

February 21, 2018 at 3:05 pm

Oh, I have another question unrelated. I have a Calendar add on for this site as well but it will not update, why is that ?


Josh

  • Support Staff

February 21, 2018 at 6:31 pm

In order to answer why it won’t update it will help to know exactly which version of the Calendar version you have installed right now. Can you get the version number? Also, is the calendar plugin activated at the moment?


WBNM

February 27, 2018 at 7:11 am

The Version is 3.2.9 and yes the calendar is activated.


Josh

  • Support Staff

February 27, 2018 at 7:36 am

I’m sorry I didn’t catch this before. Your account actually does not have a support license for the Event Espresso 4 calendar add-on. The account currently has a license for Event Grid add-on, but no calendar add-on.

I can advise to contact the sales team and let them know which add-ons you need for your site. They’ll be able to help you get the best license for your needs.


WBNM

February 27, 2018 at 8:12 am

Good Morning, We actually have 2 accounts with you since we were not able to have develper Licenses for both EE3 and EE4 on the same account and it was purchased through our other account are we not able to use them interchangeably?


Josh

  • Support Staff

February 27, 2018 at 8:17 am

The support keys actually cannot be used interchangeably on the same site. (One key per site) So if the other account has a license key that’s not assigned to a site right now, you can remove the WBNM key from the site, request a reset, then after the key is reset you can place the other account’s key on that site.

The Sales team may be able to help you consolidate your licenses if you contact them.

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Support forum for Event Espresso 3 and Event Espresso 4.
Documentation for EE3 and EE4
Documentation for Event Espresso 3

Documentation for Event Espresso 4

Status: closed

Updated by  Josh 9 months, 2 weeks ago ago

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