Support

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.

April 6, 2018 at 7:51 am

Hi Declan,

Is the caching plugin still deactivated or was it reactivated?

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

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

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?

April 9, 2018 at 3:01 pm

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

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?

April 10, 2018 at 7:00 am

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

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.

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.