Home Forums Event Espresso Premium Registration Approved emails not sending after payment

Registration Approved emails not sending after payment

Posted: April 29, 2021 at 1:54 pm


April 29, 2021 at 1:54 pm

When a user purchases a single or multiple tickets to an event and enters information for each attendee, after paying (via paypal) the only email that is generated is “Payment Received” to the primary registrant as well as the event admin. Clicking “Resend email” from the “Registration Details/Thank you” page as the user triggers a “We’re sorry…” error on the front end.

If the user uses a coupon so that no payment is needed or registers for a free event, the registration approved emails are all properly generated and sent.

As an admin, clicking “Resend Registration details” on the registration successfully kicks off all emails that should go out with approval (Reg details as well as group registration details).

All associated templates are marked as active, and the system is set to send emails “on the same request.” These messages are not failing to send, but are not being generated at all. The registrations are properly transitioning from “Pending payment” status to “Approved” with payment. We are unsure when this stopped working, but we are currently on EE 4.10.10p.


  • Support Staff

April 30, 2021 at 2:01 am

Hi there,

The thank you page triggers those registration emails on the front end, however, it isn’t fully loading for me on your site.

If I select Invoice to finalize my registration the thank you page loads but leaves this section:

loading transaction and payment information…

There is normally an ajax request sent on that page to load the details in the background but that isn’t happening on your site, likely due to this JavaScript error being thrown:

Uncaught TypeError: Cannot read property 'querySelectorAll' of undefined
    at runFrameworkNav (?e_reg_url_link=1-09316b0b968fe997350b9fa60051c376:807)
    at ?e_reg_url_link=1-09316b0b968fe997350b9fa60051c376:916

Is that custom JS something you’ve added yourself?


April 30, 2021 at 7:44 am

Yes, that’s custom code that we’ve added. I’ve gone in and corrected the error, but I don’t think it was related to this issue as the transaction and payment information still does not load on the thank you page.


  • Support Staff

April 30, 2021 at 8:02 am

Ahh, apologies, I should have also checked for the heartbeat API!

The above relies on heartbeat and on your site it’s not loading, as your using WP Engine they disable it by default.

Adding the snippet at the bottom of this page to your site should fix it:


April 30, 2021 at 9:12 am

So that did fix the transaction data not loading on the thank you page, but the approval emails are still not being generated for users after successful payment. Only the ‘payment received’ emails are going out. See Screenshot:


April 30, 2021 at 9:14 am

Sorry, missed a redaction in the first screenshot. Here’s an updated one:


  • Support Staff

May 4, 2021 at 5:32 am

Hmm, strange.

If you’re getting to that point the emails should be triggered.

Once your payment is complete you are being redirected back to the thank you page, correct? (From your opening post it sounds like you are but just double-checking).

Is the event using a custom Registration Approved template or the global ones (the templates listed in the default templates)?

From your screenshot, if you click on the TXN Date value it will load the EE_Transaction for those registrations. Below the line item table will be a ‘view additional transaction session details’ link, click that.

Does it show all registrations steps as complete?


May 4, 2021 at 7:29 am

Yes, once payment is complete we are being redirected back to the thank you page.

This event is using the ‘global’ template. This event specifically is one we setup just to try to identify the cause of this issue, so we’ve left it as ‘vanilla’ as possible.

Following your steps, the status shown for that transaction is:

“Attendee Information : Completed
Finalize Registration : Completed”


  • Support Staff

May 6, 2021 at 4:30 am

Hi there,

Apologies for the delay, I spent some time investigating this and troubleshooting our PayPal PayFlow Pro payment method but could not reproduce the problem.

Then I realized your PayFlow payment method is an offsite payment method, our PayFlow payment method is onsite.

Is this a custom payment method you have created yourselves?


May 6, 2021 at 7:41 am

Yes – When we first implemented event espresso several years ago, we forked the onsite payment method plugin to support the offsite paypal integration that we are required to use. This has been working for us without issue for at least 4 years now. Transactions are still getting properly updated as ‘paid’ with the data coming over, and then moving into approved status. Looking through the docs here, I don’t see any changes recently that would have impacted this unless I’m missing something.

If necessary to assist troubleshooting, I’m happy to open a priority support request and grant access to our staging server.


  • Support Staff

May 6, 2021 at 10:02 am

Can you send me a copy of the payment method so I can take a look at that first and see if anything stands out?

Have you always kept up with EE4 core updates or have you recently updated from an older version?


May 6, 2021 at 10:40 am

Sure. Let me package it up and I will supply a link as a private reply.

We have kept up to date. We generally stay within 1-2 releases from the current release. No major jumps recently though that I am aware of.


May 6, 2021 at 10:40 am

This reply has been marked as private.


May 12, 2021 at 7:18 am

Were you able to take a look through this to see if anything stands out? I’m still able to open a priority support request if you need me to.

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