Support

March 4, 2022 at 12:49 pm

Hi there,

That’s odd, it looks like the user-submitted 2 payments at once (double-clicked the button maybe?) but I’m pretty sure we disable the button on click.

The value shown here:

Under the amount paid in the registration list, it shows $0.00.

Is a value saved within the registration itself, which may have been overridden by that second payment to save as 0.00

(Note I’m just guessing here on what I can see in your screenshots, it’s an odd update that shouldn’t normally happen)

Can I take a look at the payment logs within the site? If so I’ll need temp login details which you send over using this form:

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

March 7, 2022 at 5:04 am

Hmm, unfortunately, the payment logs don’t show any issues with this.

It’s an odd issue because the payment has obviously successfully applied but for some reason not updated within the single registration record, I also checked the CSV export for that specific registration and it shows the payment correctly there.

To fix this it may need to be manually updated via the database as it’s not expected for that value not to update so it’s not something we have in the UI.

I’ll double-check this with our developers.

March 8, 2022 at 7:58 am

Hmm, the first step before moving forward is to create a database backup, just in case anything goes wrong.

Can you run a backup before we move forward?

March 10, 2022 at 5:13 am

I did some digging into this to try and find a way to do this through the UI but in short, it’s not expected for that field not to update so there isn’t one that I can say will definitely work.

I think the best method for updating this is via the DB using something like phpMyAdmin (assuming you are comfortable doing so?) which you will usually have available through your host’s control panel.

First create a database backup just to be safe, we are only updating a single value which shouldn’t be difficult but better safe than sorry.

Then in phpMyAdmin option up your sites Database and find the esp_registration table (it will likely have a prefix and that could be anything depending on your host).

The registration ID we are interested in is 2335.

Click on the REG_ID column to sort by ID and do is DESC so the highest ID is first, then scroll through to find the row with REG_ID 2335.

(I’ve duplicated this on my site with REG_ID 4320, so thats what I’ll use in my screenshots)

Here is my registration: https://monosnap.com/file/VXLa3vHKTv7Twz3uz5iaTKLQmjI3KK
(Shows as no payment like yours)

In the transaction I have a payment set: https://monosnap.com/file/JV2JLRrtADL0gBLjkyCHrz3EcRMHdf
(I manually editing REG_paid on the registration row to show this, so it should mimic your issue)

So when you find the row 2335 scroll all the way to the right to find the ‘REG_paid’ column, here’s mine: https://monosnap.com/file/ZuwL0HGmXJPlZIDoUSpfTFiDKf6Sgr

(If you click the checkbox on the left for the the row it will highlight it for you, just be careful not to apply any other actions to it as you’ve now selected it 🙂 )

Rind REG_paid, double click on it to edit and set the correct price (3 decimal places), click on an empty space when finished to make the change. Thats should be it.

Go back to the Registration List and refresh, does it show the correct value?

—

Side note – I generally will not request your host login details as I don’t want nor need them 99.99% of the time. However if the above is something you don’t feel comfortable doing I’m more than happy to apply the above change for you but will need some form of phpMyadmin access, be that through your hosting account or a plugin (not really recommended that way tho).

March 10, 2022 at 2:39 pm

You’re most welcome.

Any further issues please let me know.