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socialsparkmedia
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August 1, 2023 at 11:05 am
One of my registrants never received the Registration Approved email, which contains a link to download materials for the class. This happens sporadically. We thought people just weren’t seeing the emails, but I investigated further on this one and see that email never went out. It went out for everyone else in that class. I’ve looked over a couple of other support tickets, so here’s some info I think is relevant:
Payment processor: Stripe
Payment method response: success
TXN ID 4077
Under Registration Session details, the one that didn’t get the email is missing Registration placed from IP, and Registrant User Agent.
I have the transaction log if you will send me the link to upload it.
If there was a way to add an attachment to these emails, that would save a lot of trouble. But it would have to be a different attachment depending on the class.
Thanks,
Fran
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socialsparkmedia
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August 1, 2023 at 11:07 am
This reply has been marked as private.
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Rio
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August 1, 2023 at 9:27 pm
If the message is labelled green, it means that it was sent. Can you check if it is in spam? Do you see any error message in your EE Dashboard?
Yes, you can send the log to us, Send it to suppport@eventespresso.com
thanks
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socialsparkmedia
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August 2, 2023 at 1:29 pm
The message isn’t labelled green because it didn’t get sent at all. The first screenshot I sent shows all of the messages sent for that person. Only the Payment Received message was sent, but the Registration Approved message was not sent.
I sent the log.
Also, this is from another ticket, but I still can’t get to the System information tab, because I get this message: There has been a critical error on this website. Please check your site admin email inbox for instructions.
I am on PHP 8.1. Everything else is at the latest version.
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Rio
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August 2, 2023 at 7:17 pm
On the screenshoot you gave, it is labelled green, can you check it again and send us the error message. You can find it here.
https://app.screencast.com/bs5Vgzjhc3oIk
About the critical error, did you receive any message in your inbox? When does the error happen? We will try to reproduce it also on our end, if we can’t reproduce it, we need to get your login details.
Thanks
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socialsparkmedia
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August 3, 2023 at 11:42 am
That green message you are referring to is the “Payment Received” message. As I stated repeatedly, it is the “Registration Approved” message that did not send. No error, no nothing. It just didn’t send. Please review the other screenshots I sent with more details. I will send another two screenshots comparing the emails sent for one student, which are correct, vs. the emails sent to this student, which are incomplete.
I will worry about the other problem after we get a handle on this one.
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socialsparkmedia
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August 3, 2023 at 11:50 am
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socialsparkmedia
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August 14, 2023 at 10:11 am
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Kbradley5
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August 14, 2023 at 8:38 pm
I am experiencing the same issue. I have been a customer for 5 years and I have never had this many issues as I have on the last few days.
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socialsparkmedia
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August 15, 2023 at 11:49 am
I can’t believe I haven’t gotten an answer yet. Last communication from them was 8/2. This is not the excellent support I’ve come to expect from EE. Where are Josh & Tony?
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Rio
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August 15, 2023 at 8:00 pm
Sorry for the delay, yes this ticket is escalated.
Did you get the chance to send the login details?
https://eventespresso.com/send-login-details/
thanks
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socialsparkmedia
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August 16, 2023 at 11:39 am
Yes, login details are sent. Thank you.
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Tony
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August 17, 2023 at 9:45 am
Hi there,
My apologies for the delayed reply.
So when the above happens it usually means the finalize registration stop either didn’t process at all or there was an error thrown on the request preventing it from completing.
I’ll be digging into this today using the credentials provided and will let you know what I find. Note that in the cases I’ve seen of this before it’s sometimes really difficult to find the cause and I may not actually be able to tell you why it happened, but I’ll do my best.
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socialsparkmedia
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August 18, 2023 at 9:28 am
Thank you, Tony. The reason this is such a big deal for us is that we send a link to download documents in this email. When people don’t get it they call us and someone has to help them get to the page to download their particular docs; it’s a pain. If you had another suggestion as to how to get documents to people only after they have completed registrations, I’m open to suggestions. It would be a different set of documents depending on the class they are taking.
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Tony
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August 18, 2023 at 2:17 pm
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socialsparkmedia
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August 21, 2023 at 10:12 am
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Rio
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August 28, 2023 at 12:03 am
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socialsparkmedia
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August 28, 2023 at 10:00 am
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