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T R
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August 9, 2017 at 9:59 pm
Hi there, we have had this happen several times (1-2 per week). Someone shows up to our event with their confirmation registration email, however their name is not on the registration list, the registration code is nowhere to be seen, and there is no email record in the ‘Messages’ section of Event Espresso. We require users to be registered in order to register for an event as well. But the registration doesn’t show up in their history/dashboard either. It’s quite confusing and have no idea why.
How is this possible? And how can we find a solution to this?
Thanks for any information.
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Tony
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August 10, 2017 at 2:55 am
Hi there,
That’s very strange, all registration emails go through the messages system so they should at the very least show up there.
Just to confirm a few things:
the registration code is nowhere to be seen
The registration code shows on the email but not within EE?
How are you checking this? Event Espresso -> Registrations and then inputting the full registration code into search?
We require users to be registered in order to register for an event as well. But the registration doesn’t show up in their history/dashboard either.
Do the details used on the email match the users account details exactly?
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T R
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August 10, 2017 at 3:45 am
Hi Tony,
– Yes, it shows on the email
– I typed it into the search box on the registrations list page, and nothing matched. I even looked in the trash tab
– Yes, I even looked at their profile on the back-end where the event list is and the event was not there.
They have registered for other events with no issues, but for some reason, it happens occasionally.
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Josh
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August 10, 2017 at 12:49 pm
Hi T R,
The first digits of the registration code before the first dash will match the transaction ID. If you check the Event Espresso > Transactions page in the admin is there a gap in the transaction ID sequenced where their transaction should be recorded?
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T R
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August 10, 2017 at 9:58 pm
Hi there, yes there is. The two transactions/registrations with the issue start with 10096 and 10098 (from the email). There is a gap between 10093 and 10104 in the transaction list.
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Josh
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August 10, 2017 at 10:07 pm
Those transactions may still be in the database then. If they haven’t been deleted, they can be viewed by going to these URLs:
yoursite.com/wp-admin/admin.php?page=espresso_transactions&action=view_transaction&TXN_ID=10096
and
yoursite.com/wp-admin/admin.php?page=espresso_transactions&action=view_transaction&TXN_ID=10098
You’ll swap in your site’s domain for yoursite.com from the above to URLs.
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T R
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August 10, 2017 at 10:53 pm
Thanks, so just tried that and all I get is blank white page with nothing loaded :/ I figured the next step might be to search my database directly, so did a search in PHPmyAdmin and the only thing I could see that might be related was this that I found (found in the esp_extra_meta table): https://pasteboard.co/GF6E6h4.png
Not sure if that 10096 number is relating to the event or not though.
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T R
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August 10, 2017 at 10:59 pm
Decided to a search for the other one and came up with these in the same table for 10098
https://pasteboard.co/GF6GJ9g.png
https://pasteboard.co/GF6GQ5d.png
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Josh
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August 11, 2017 at 8:10 am
That’s some solid advice from the esp_extra_meta table item you found. If your server gets to the point where it hits a memory limit while processing the registrations then they may not get finalized properly. If they don’t get finalized properly their data could be incomplete. Can you check with your host about bumping up the amount of memory available to PHP?
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T R
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August 13, 2017 at 9:08 pm
Thanks for that, I’m on WP Engine with 512M of memory already, which is their max apparently. So I would need to get them to bump it up further? Is there anything else that could be done?
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Josh
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August 14, 2017 at 9:28 am
No actually you set your WordPress config (or wp-config.php) file to use that max amount. The default is much lower. So you add some code towards the end of the file, before it has the note about where to stop editing:
define( 'WP_MEMORY_LIMIT', '512M' );
/* That's all, stop editing! Happy blogging. */
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T R
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August 14, 2017 at 10:00 am
Yup, I already had that activated.
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Josh
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August 14, 2017 at 10:02 am
In that case it may have been a timeout issue that triggered the error you saw in the log. 512MB is more than sufficient.
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T R
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August 14, 2017 at 10:05 am
Is there anything I could do lower the chances of it happening again? Since it’s happened several times now, would like to do what I can to decrease the chances of it happening again.
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Josh
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August 14, 2017 at 10:48 am
Hi T R,
Is there a chance that someone went into the admin and deleted those registrations? It’s not clear what caused the registrations to be deleted in the first place. One thing you could do is run daily backups in case specific data gets deleted later, you can check the daily backup from the date that the registration was made.
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