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MR DECLAN J MAIR
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January 16, 2017 at 7:04 am
Hi,
I’m getting reports of registration failures from people…
I’ve tried to replicate but been unable to.
They are saying that when they are going through the registration stage – on one of the screens there is a recaptcha, they fill this out but are then taken back to re-register rather than forward to the payment options…
Site is http://www.adambrowntennisacademy.com/ – any help much appreciated!
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Tony
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January 16, 2017 at 7:16 am
Hi there,
It sounds like they aren’t completing the reCaptcha correctly.
I ran a quick registration on one of your events and didn’t run into any problems.
Do you know which browser they are using?
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MR DECLAN J MAIR
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January 16, 2017 at 9:08 am
Hi, sorry no they didn’t say which browser. On my tests I used Chrome & Safari. Even if they failed the recaptcha shouldn’t it keep them on the page?
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Josh
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January 16, 2017 at 11:09 am
The reCaptcha test that Event Espresso adds is on the same page as the registration form. So if they’re seeing a reCaptcha form on another page, that reCaptcha form isn’t being added by Event Espresso.
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MR DECLAN J MAIR
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January 17, 2017 at 9:09 am
Hi… it’s the EE registration page this is happening.
Customer journey as follows:
1. choose event/tickets – hit register now.
2. Registration form, recaptcha at the bottom of that page.
3. Payment details.
On completing the recaptcha some users are being taken backwards and having to re-register again. On my tests, I failed the recaptcha but was kept on the same page…
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Tony
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January 17, 2017 at 9:41 am
When they are taken back, where do they go back to? The Registration from? Or is the ticket selection lost and they start completely fresh?
Do you have access to the server errors logs?
If so take a look within those and check if any errors are being thrown by Event Espresso.
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MR DECLAN J MAIR
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January 17, 2017 at 9:56 am
Hi, this is what I was told – “complete the spam test and then the payment option disappears and it sends me back to reregister”.
Sounds to me like it looses their ticket selection to.
Are these logs obtainable from the EE in the wordpress end of from the host server end?
Thanks
Declan
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Tony
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January 18, 2017 at 7:26 am
The error logs are on the server.
You can often uses plugins such as: https://wordpress.org/plugins/error-log-monitor/
However it does depend on your server setup if they will work or not.
“complete the spam test and then the payment option disappears and it sends me back to reregister”
I would recommend contacting these uses and asking for specifics, its not clear if the reCaptch is showing within the payment options (which it shouldn’t be). It’s also not clear if the user is directed right back out of the registration form to select tickets again or back to the registration form.
As we can’t reproduce this the small details will matter as they all point to different areas of the code to investigate.
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