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Registration Confirmation Emails not sent

Posted: July 9, 2024 at 1:05 pm

Viewing 5 reply threads


whiscreative

July 9, 2024 at 1:05 pm

Someone registered for an event, and typically there are 4 emails sent
2x Payment Confirmation (to both the buyer and the admin)
2x Registration Confirmation (to both thew buyer and the admin)

However this one registration only sent the payment confirmation emails not the registration confirmation. I looked at other buyers for the same event and they all sent all 4 emails.

The only difference I see, is that this buyer had “Payment Declined” (so 2 emails sent for this), then 1 minute later they successfully paid?

Please advise, as this order was missed as the admin didnt get the email


Rio

  • Support Staff

July 9, 2024 at 7:39 pm

The only difference I see, is that this buyer had “Payment Declined” (so 2 emails sent for this), then 1 minute later they successfully paid?

I’m not sure why it was declined then receive, possibly wrong credentials on the first try? What payment used? anyway, can you confirm if you did receive the payment?

You also mention that the admin did not receive the confirmation email? Can you confirm if there’s message generated in your EE dashboard.
https://drive.google.com/file/d/1vLYuKD2lB9YA3sbHQRh1CDx-zRpUBOdI/view

thanks.


whiscreative

July 9, 2024 at 7:55 pm

Yes, they successfully paid
But then neither the buyer or the admin got the Registration Confirmation email that they normally get?
I looked in the MESSAGES for EE, and the only ones for this person are the ones in the screenshot (2 for declined payment and 2 for payment successful)


Rio

  • Support Staff

July 9, 2024 at 9:58 pm

We will try to recreate that issue.

For now, you can push registration confirmation by going to your EE dashboard -? Registration -> Click resend registration Detail.
https://monosnap.com/file/jLMHJjxrgo7OQrDb2KIRgOGXAVzLZC

If you can send us what payment method used that would be great. the more information you will give, the more likely we can recreate the issue.

thanks


whiscreative

July 10, 2024 at 10:52 am

They used a CC on Stripe. Do you need somthing more specific?
I know i can re send it, the issue is more that they didn’t get it in the first place and so the website admin didn’t know they had registered. It was only becuase the buyer followed up and said they didn’t get a confirmation that it was noticed.


Tony

  • Support Staff

July 10, 2024 at 11:15 am

Hi there,

If you view the EE Transaction for this (Right the Registration in Event Espresso -> Registrations, click Reg Date value to view the transaction).

Theres an option in the transaction to view additional details:

https://monosnap.com/file/KP9RIntNHxzOk28jacpZQRaoWcInc7

What does this transaction show there?


whiscreative

July 10, 2024 at 11:19 am

This reply has been marked as private.


Rio

  • Support Staff

July 10, 2024 at 11:08 pm

This reply has been marked as private.
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