Support

August 15, 2022 at 5:54 am

Hi there,

Apologies for the delay.

I’d like to take a look at the registration/transaction/whatever is currently available within Event Espresso for this.

Can you add some more details on the registration so I know where to take a look?

You can either reply here an set your reply to be private, or email support[at]eventespresso.com and I’ll reply to that 🙂

August 15, 2022 at 7:13 am

The line items for that additional registration are missing from the transaction and when a registration has no line items linked to it, EE will delete the registration when it runs garbage collection (registrations should never have no line items unless those have been removed for the registration to be remove removed).

You can’t ‘fix’ that registration as it is no longer there to fix, it will need to be re-created on the front end and then the payment can be manually re-applied within the admin.

All the details used for the registration can be found in the emails sent out by Event Espresso to re-create and those are logged in Event Espresso -> Messages -> message activity.

I can walk you through how to recreate this if needed?

Side note – we see issues like this with caching and I think this is a good indication that it’s time to move hosting. Caching is enabled on the sever (I can see it in the request headers) and I know from previous posts your with GoDaddy.

August 18, 2022 at 8:08 am

My apologies for the delayed reply.

You can’t create a ‘group’ registration from the admin which means you can’t add a ticket from Event A and Event B into a single transaction when doing it that way. You can add them separately but I’m guessing you want them in a single transaction?

You can add them separately and then apply the payments to each individual registration if you prefer, or you can group them into a single transaction as they ‘normally’ would be?

If you want them as normal, use the Front end of the site and register onto the tickets as if you were the user. Select the ticket from both of the events and input the registration details required (Use the correct first name, last name and email address, the others can be updated in the admin later if needed if required).

Then stop at the Payment Options section.

In the admin you’ll see the new registrations showing up as pending payment.

I can then walk you through applying the payment from the ‘old’ transaction into that new one, but does everything above make sense so far?

August 23, 2022 at 8:47 am

So from there, you’ll have 2 transactions, here’s an example from my site:

https://monosnap.com/file/ugoVAkGNae9kMscpn1rUH4npNXstGg

The top ones are the new registrations I’ve just created and stopped at the payment options, the bottom are the ‘original’ registrations.

Right click on the TXN Date one from each of the groups so you have both transactions open in separate tabs.

Here is an example of the original transaction: https://monosnap.com/file/kJ5nvnENj5FSJugCweAEFHs8IUBNjA

That payment is what we will be copying over to the new transaction.

This is the ‘new’ transaction to which we want to apply the payment to: https://monosnap.com/file/9WJ5sMC1zW22Y0gp7qkZtpKYAhXIjm

Click Apply Payment, it will load another modal with some default values:
https://monosnap.com/file/lFOeeLmFySUxdtqV5mahyZKFK8Sydd

Copy the details from the original payment into the relevant fields. So I have both tabs open in separate windows like this: https://monosnap.com/file/HjRgvIERLfJzY6oJMwP7juXEXtfUhI

Most of the details are self-explanatory. If you don’t have a value just leave it empty 🙂

You’ll want to Apply the payment to all registrations and set them to Approved… but you may want to UNcheck the checkbox which triggers the payment messages as it may confuse your user (they’ll get an email saying payment has been applied)

If you click the ‘Registration Messages’ checkbox the user will get an registration Approved message when you click the ‘Apply payment’ button.

So here is an example of how mine looks, I’ve just copied the values over to the fields here: https://monosnap.com/file/J1OzVsINAd4PeZ7iwBOSKmy64sj248

Click Apply payment and the transaction should then show as complete.

Now you can either completely remove the other registration(s) from earlier, or just mark them as cancelled.

Does that help?