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Registration email not sending with payment email.

Posted: August 5, 2020 at 8:26 am


August 5, 2020 at 8:26 am

Hi there,
We’ve been having this problem with the system for some time now. I’ve been on to our web developer and our payment provider (Elavon), and both say that they cannot find a reason for this as they have not made any changes. Our web developer thinks it may have started happening with an update that we did on Event Espresso? The customer recieves this message on screen after they make a payment; ‘Your transaction has been successful but there was a problem connecting back to the merchant’s website. Please contact the merchant and advise them that you received this message.’ The payment email comes to us and the customer, but no registration email come sto either of us.
Can you advise on this please?



  • Support Staff

August 5, 2020 at 9:51 am

Hi Darina,

I ran a quick test registration on one of your events to see which payment method you are using and it looks like a custom integration with Realex Payments, is that correct?

With Event Espresso the checkout process builds out all of the details needed and loads the payment methods. The user selects whichever payment method they prefer and then that payment method essentially takes over the process and EE has very little control over what happens, it’s all down to the payment method itself.

A quick Google search with the error you posted lead me here:

Which suggests that Realex can’t connect with the URL the payment method sent over in its MERCHANT_RESPONSE_URL but without going through the code I can’t know for sure.

As this isn’t a payment method we created ourselves you’ll need to contact the developer who created it and have them investigate this further as we don’t provide support for payment methods we didn’t create.

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