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Registration issues.

Posted: April 6, 2018 at 2:55 am


MR DECLAN J MAIR

April 6, 2018 at 2:55 am

Hi,

Please see this previous topic – https://eventespresso.com/topic/issues-registering/

Users are reporting registrations issues, They go through the process but something fails at the payment page and they show as an abandoned booking, they’re not though, it failed.

I have some example bookings in the site if this could be investigated please.

Thanks
Declan


Tony

  • Support Staff

April 6, 2018 at 5:10 am

Hi Declan,

Have you checked the servers error logs for any errors around the same time as when the registration(s) were made?

Users are reporting registrations issues, They go through the process but something fails at the payment page and they show as an abandoned booking, they’re not though, it failed.

Depending on the error, EE may not have any way to know that the payment failed.

If you look in the transaction do you see a failed payment there?

The transaction status is set to abandonded as soon as the user adds the attendee information and opens the payment options, this is because at that point EE doesn’t have any additional info, the user may be continuing through the process (in which case the transaction status will update) or they’ve closed the browser, but EE can’t tell which is which at that specific time.


MR DECLAN J MAIR

April 6, 2018 at 7:38 am

Hi Tony,

Server logs are all ok.

Understood about the abandoned state EE applies to transactions. In this case it’s not that they are abandoning the process or closing the browser. Theres an issue making the payment. It seems the issue is occurring on mobile only – it’s something that can’t keep happening as these are regular customers having the issues it seems.

Thanks
Declan


Josh

  • Support Staff

April 6, 2018 at 7:51 am

Hi Declan,

Is the caching plugin still deactivated or was it reactivated?


MR DECLAN J MAIR

April 6, 2018 at 7:52 am

Hi Josh, caching is deactivated.


Josh

  • Support Staff

April 6, 2018 at 8:32 am

You mentioned it’s only happening on mobile, and during payment.

May I ask what’s the device/OS browser and what’s the payment method? If you’re not sure about the browser info, that can be obtained by visiting https://supportdetails.com


MR DECLAN J MAIR

April 6, 2018 at 8:52 am

Hi Josh, from speaking to customers yes it seems to be only mobile related. I don’t know the browser ect but it seems to be only on iphones. I would need to speak to the customers to get more detailed information.

thanks
declan


Josh

  • Support Staff

April 6, 2018 at 10:03 am

We’ll need to know these two items in order to troubleshoot further:

1) The selected payment method
2) The browser/OS information from supportdetails.com


MR DECLAN J MAIR

April 9, 2018 at 2:41 pm

Hi, sorry the client doesn’t want me getting in touch with these people to get this information.

Through google analytics I have been able to determine the issue is infact an iPad, not iPhone. Not able to get an OS version no, they are all happening on safari though. The payment method was BACS.

Thansk
Declan


Josh

  • Support Staff

April 9, 2018 at 2:55 pm

I’m actually not familiar with BACS. Is that a payment method that was developed by a third party?


MR DECLAN J MAIR

April 9, 2018 at 2:56 pm

No, it’s bank transfer. Payments aren’t handled on the website. People make them manually from their bank to the clients account and admin then manually apply payments.


Josh

  • Support Staff

April 9, 2018 at 3:01 pm

Is that the only payment method option, and is it set to open by default?


MR DECLAN J MAIR

April 9, 2018 at 3:07 pm

No, The website accepts BACS, Paypal and Stripe. The default option is stripe.


Josh

  • Support Staff

April 10, 2018 at 6:51 am

Can you replicate the issue with an iPad? Or is there an event that I can test with?


MR DECLAN J MAIR

April 10, 2018 at 6:53 am

Hi Josh,

I have tried to replicate it but have been unable to as of yet.

You can test with any event – Mark one of the names TEST and I’ll be able to tell from the back end.

Thanks
Declan


Josh

  • Support Staff

April 10, 2018 at 7:00 am

The events require a log in, and I do not have an account on your site.


MR DECLAN J MAIR

April 10, 2018 at 7:03 am

I’ve just created one:
testtest
6kfQ5T#eNeyq3b^$IFWDPf#E

I’ve looked at past failed events – it doesn’t seem event specific.


Josh

  • Support Staff

April 10, 2018 at 7:21 am

I’m not having any issues and I tried both an iPad and another device with mobile Safari.

One potential issue they might have is if they take more than one hour to get from starting a registration (adding tickets to the “booking basket”) to the point where they click the “Finalise Registration” button, they’ll get an error because the session has a one hour time limit.

In which case, you can extend the session time by adding the following code to a custom site plugin:

add_filter( 
'FHEE__EE_Session__construct___lifespan', 
'ee_change_reg_time_limit' 
);
function ee_change_reg_time_limit() {
 return 120 * MINUTE_IN_SECONDS;
}

Adding the above will change the session time limit to be 2 hours.


MR DECLAN J MAIR

April 10, 2018 at 7:26 am

Thanks for looking Josh. Thats not the issue. For future bookings that have errors I’m hoping to be able to capture specific details through online cha that I’ve just added.

On a similar note there are several incomplete bookings with no information against them, only the event booked. Looking at bookings that have come in successfully around the same time they are very similar, it looks like there has been some issue there to, would that be related?


Josh

  • Support Staff

April 10, 2018 at 7:47 am

How are you certain they’re not hitting the time limit?

On a similar note there are several incomplete bookings with no information against them, only the event booked

That just means someone added some things to the cart, but did not log in, just like I did earlier before I asked about log in information.


MR DECLAN J MAIR

April 10, 2018 at 8:09 am

I’m very certain they hadn’t exceeded the 1hr timeout. I tracked users on Google Analytics, ones who booked and those with errors, the max time spent on the site was 9 minutes.

Thanks
Declan


MR DECLAN J MAIR

April 12, 2018 at 10:25 am

Hi Josh,

I’ve seen a test booking from your account today. Was that you? It’s in EE as abandoned – did you recreate the issue or do it intentionally?

Thanks
Declan


Josh

  • Support Staff

April 12, 2018 at 11:52 am

Hi Declan,

Yes that was me, but I did not click the Finalize button so that’s why it’s not showing up as a finalized transaction.

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Updated by  Josh 8 months, 1 week ago ago

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