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linguarum
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October 16, 2017 at 8:21 am
Having a problem with registrations. It appears two registrations for different events got switched. Last Thursday, Melanie signed up for the course OSHA Lab Standard, reg code 77-430-1-66ec. But now when I search registrations or transactions, there is no record of “Melanie” or her address in the system. The reg code 77-430-1-66ec now belongs to another person, Colleen. But I have a printout of the approved registration that clearly shows Melanie with reg code 77-430-1-66ec. How do I switch the records back? Whose credit card was charged? Melanie or Colleen? How did this happen? How do I prevent it from happening again?
Thanks!
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Josh
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October 16, 2017 at 9:32 am
Hi there,
Are you sure that they didn’t edit the original registration? There is a way to go back to the site later and edit the registration information via the confirmation link in the email.
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linguarum
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October 16, 2017 at 9:36 am
Colleen and Melanie do not know each other and they live thousands of miles apart in two different states. I don’t think they would have done that..
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Josh
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October 16, 2017 at 9:47 am
Do you happen to know whether there are any caching plugins installed on the website and/or if there is any caching happening on the web server side?
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linguarum
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October 16, 2017 at 10:14 am
I have no idea – you’re welcome to log in to my WordPress and look around. Where can I send you login details?
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Josh
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October 16, 2017 at 10:23 am
I’m afraid that if your web host has server side caching in place it may not be evident from looking at the WordPress dashboard. Server side caching happens outside of WordPress. If you go to the WordPress > Plugins page does it include any caching plugins there?
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linguarum
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October 16, 2017 at 10:39 am
I don’t see anything on the plugins page that mentions caching. Other than that, how would I tell?
In any case, what I need right now is how to fix the records for these two customers so that they are each registered for the right event they paid for.
Thanks!
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Josh
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October 16, 2017 at 11:03 am
I don’t see anything on the plugins page that mentions caching. Other than that, how would I tell?
You contact your host and ask them if they do any caching. Examples of caching include opcache, APC, varnish, object caching, database caching, and/or disk caching.
In any case, what I need right now is how to fix the records for these two customers so that they are each registered for the right event they paid for.
You can manually add the registration to the event by going to Event Espresso > Events, then click on the Registrations link. That will show a list of registrations and at the top of the page you’ll see a button to add a new registration.
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linguarum
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October 16, 2017 at 1:08 pm
OK, I contacted the host and they do not do any caching.
So, I don’t need to manually add any registration. I need to switch the names on two existing registrations that have been paid.
Is there any way to have this conversation live? I need this resolved today and having the conversation on the support forum is taking too long.
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Josh
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October 16, 2017 at 1:16 pm
I’m sorry this is taking too long. I’ve replied as quickly as possible, and phone support is not available. If you want a faster resolution you can reply back with any further questions and we’ll reply right away.
Option 1: You could manually add a registration with the correct information and cancel any registrations that do not have correct information.
Option 2: Another option would be to use the Attendee Mover add-on and move each registration to the correct event.
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linguarum
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October 16, 2017 at 3:25 pm
Thanks – for the moment I think I was able to fix everything, at least from the customers’ perspective. The records are all kinds of crazy in the system now though. On the registrations list, there are actually 3 transactions for Colleen, but only one that actually belongs to her. Two of them I have cancelled, and they now say “overpaid.” Going forward, for accounting purposes, we’ll just have to remember that one of Colleen’s transactions is for Colleen, one is for Sarah, and one is for Melanie. It would be great if I could switch the names, but apparently that is not possible. Anyway, I think everything is straightened out from the customers’ perspective, so I think I’ll call it a day. I would like to go back at some point and figure out how this happened so it doesn’t happen again. If phone support is not available, is live chat or screenshare possible? Going back and forth on the support forum like this seems tedious for you and for me. Thanks!
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Josh
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October 17, 2017 at 11:44 am
I remember trying to troubleshoot something like this over a live chat and it ended up not being conducive to finding a solution. Usually when we troubleshoot, we’ll ask for temporary access to the site where we can take the time to gather any possible clues to try to find out what happened. If and when you’re interested in that process you can send the temporary access information via the secure form on this page:
https://eventespresso.com/send-login-details/
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