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Alden Robinson
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February 28, 2022 at 11:29 am
Hello,
I’m troubleshooting an intermittent problem where payment will fail but patron still receives a confirmation email. A few have arrived at shows believing they have tickets but don’t. The venue is using EE3 with Authorize.net AIM. This has been happening with <10% of transactions over the last few weeks.
I have:
– Set up full logging in EE3
– Set up mail logging
– Excluded all EE registration and payment pages from cache (venue staff switched hosting without doing this)
I will furnish more data if I get any clues.
Have you encountered this issue before, and do you have any suggestions for what else to try?
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Tony
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March 1, 2022 at 6:27 am
Hi there,
If you edit an event this has happened on and then check the ‘Event Options’ section in the sidebar, you’ll see a ‘Default Payment Status for Event:’ option, what is that set to?
To go with that setting….
In Event Espresso -> General Settings, search for ‘Default Payment Status’, what is that value set to?
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Alden Robinson
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March 1, 2022 at 7:33 am
Thanks for your response. Looking at one event where this has happened:
Default Payment Status: No Change.
General settings > Default Payment Status: “Incomplete (default)”.
I should add, in General Settings > Email, “Send Registration Confirmation Emails Before Payment is Received” is set to “No”.
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Tony
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March 2, 2022 at 11:19 am
Hmm, ok, so that’s strange.
Ok, so within Event Espresso does the registration show as Complete or Incomplete?
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Alden Robinson
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March 3, 2022 at 7:26 am
The registration within EE shows as incomplete. Staff receive a notification as well, with an invoice attached showing amount due, but no indication in the email of a failed purchase.
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Alden Robinson
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March 3, 2022 at 7:32 am
Ordinarily, when a purchase fails, staff do not receive an email.
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