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whiscreative
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September 20, 2021 at 11:04 am
I have a registration that says Pending Payment and is blue, but then the cart icon is green. If I click on the registration it says pending with no payment associated, but if I click on the green cart icon I see the payment details and it’s all complete.
Any suggestions on why this has happened?
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whiscreative
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September 20, 2021 at 11:07 am
This reply has been marked as private.
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whiscreative
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September 20, 2021 at 11:11 am
Also, if i go to the event check in screen, again it shows it in blue for pending payment but then for the payment received column it shows a green check mark.
I looked through other recent registrations and don’t see any others with this issue.
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Tony
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September 21, 2021 at 6:06 am
Hi there,
That can happen if there is an error thrown on the request to the thank you page after the user completed the payment.
Meaning they submitted payment to Stripe, Stripe responded to the request to say the payment was successful and the user is directed to the thank you page. The thank page loading finalizes the registration, triggers any messages and updates the registration status.
If you check the server error logs around the same timeframe that the payment was made, can you see any errors logged from Event Espresso?
One thing that does come to mind is messages, if they are set to trigger on ‘on the same request’ and there is an issue with the mail server at that time it can prevent the registration from completing.
Go to Event Espresso -> Messages -> Settings.
What is the ‘Generate and send all messages’ setting set to?
Also, if you go to Event Espresso -> Registrations and find the registration in question in the list, click on the <span class=”dashicons dashicons-megaphone js-ee-message-action-link ee-message-action-link-see_notifications_for”></span> icon.
What messages are shown as sent for that registration?
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whiscreative
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September 21, 2021 at 10:47 am
Thanks, in answer to your questions
Server Logs: unfortunately the host only has the last 7 days logs and this registration was on the 14th, so i just missed getting it
Generate and send all messages setting: is set to “On Same Request”
Messages that were sent:
Only the Payment Received messages x2 (one to admin and one to the customer)
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whiscreative
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September 21, 2021 at 11:02 am
This reply has been marked as private.
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