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Registration Checkout not Loading Confirmation/Receipt Page

Posted: April 19, 2018 at 2:42 pm


Laurita Winery

April 19, 2018 at 2:42 pm

We have an event that is selling $500.00 tickets along with tickets that cost $8.00, $25.00, and $50.00 tickets. All tickets except the $500.00 ticket allow users to fully go through the checkout process. Unfortunately when a user attempts to buy our $500.00 ticket, they are not redirected to a Confirmation/Receipt Page, the website is stuck at the Checkout page. The weird part, their transaction is “incomplete” in the backend and PayPal receives the money from the user.

Can you please help us troubleshoot? I’ve already tested all other ticket types, and they all work properly. I changed the default registration status to “approved” but that did not do anything.

Is there a limit to how expensive tickets can be?


Josh

  • Support Staff

April 19, 2018 at 2:55 pm

There’s no limit in that regard. May I ask are you using PayPal Express or PayPal Standard?


Laurita Winery

April 19, 2018 at 3:15 pm

We are using paypal Pro.


Josh

  • Support Staff

April 19, 2018 at 3:26 pm

In that case you can go to Event Espresso > Transactions and check the transaction item, there will be table labeled Payment Details, and in that table, a Gateway Response column. Is there a message in that column?


Laurita Winery

April 19, 2018 at 3:55 pm

There is nothing there. I attached a screenshot.

Screenshot


Tony

  • Support Staff

April 20, 2018 at 4:33 am

I changed the default registration status to “approved” but that did not do anything.

Where did you change that? There are 2 settings for it, one in the event itself, and another used as the default for new events under Event Espresso -> Events -> Default settings.

Please change that back to ‘Pending Payment’ unless you want all of the registrations to apply to your ‘sold’ values regardless of payment.

We have an event that is selling $500.00 tickets along with tickets that cost $8.00, $25.00, and $50.00 tickets. All tickets except the $500.00 ticket allow users to fully go through the checkout process. Unfortunately when a user attempts to buy our $500.00 ticket, they are not redirected to a Confirmation/Receipt Page, the website is stuck at the Checkout page.

The fact that the lower value tickets are working would lead me to believe that EE is received an unexpected response from PayPal with those values.

As there is nothing in the gateway response field we’ll need more info from the payment logs, rather than trying to work through that on the forum, can I take a quick look in the admin?

If so you can send temporary login details using:

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


Laurita Winery

April 20, 2018 at 6:27 am

I changed the default registration status to “approved” but that did not do anything.

I changed this on the event itself.

Login details are being sent at the link you provided.


Josh

  • Support Staff

April 20, 2018 at 7:05 am

Hi Jason,

I’m afraid the log in information you sent is incorrect. Can you doublecheck the information then resend?


Laurita Winery

April 20, 2018 at 7:11 am

Please re-try. Sorry about that, I forgot I had to “approve” users after they were created.


Josh

  • Support Staff

April 20, 2018 at 10:10 am

Thanks for fixing. I checked and there is no response from PayPal whenever the transaction includes one of those VIP tickets.

Whenever we see unexpected results with specific tickets using PayPal, it’s usually something related to a character encoding issue. For example, within the Payment details item fields, there’s a L_DESCn field that’s included in the request. This field has a character limit of 127 characters and is required to only include single-byte characters.

Event Espresso sends the Line Item Description from what’s input as the Ticket Description, and strips any characters beyond the 127 character limit. The tricky part with this is the multibyte characters because there are ways to input a multi-byte character into this field (e.g. copy and paste from Microsoft Word), and there are other fields taken from the event content that get passed to PayPal.

So one way to rule out any issues related to multibyte characters within the event content would be to create a new event with minimal content, set a ticket price to $500.00, and test a payment.

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Status: closed

Updated by  Josh 1 year, 2 months ago ago

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