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Registrations made, but not found on database

Posted: August 26, 2017 at 1:24 pm


CARLOS DURAN

August 26, 2017 at 1:24 pm

I have EE 3.x installed and have been using it for years without trouble until now; on two events that I published recently, some registrations get lost; I know they were made because people get the confirmation emails, but when I check their registration ID’s (they’re custom by the way) to mark them manually as payed, I can’t found them on my attendee listing. I have no errors in my hosting log, no trace of the registrations, nothing. It’s very hard to debug this without some kind of evidence, thus I’m asking for help.


Tony

  • Support Staff

August 28, 2017 at 3:57 am

Hi Carlos,

Has the user in question made multiple registrations on the site?

For example did they register once within Person A details, then go back and re-register with Person B details and so on?

What can happen with EE3 is if the user registers onto the event, then uses the back button on the browser and registers they basically overwrite the original registration with the new one. We have warnings within EE starting now to use the back button but if the user above ignored those it may explain where the registrations have gone.


CARLOS DURAN

August 28, 2017 at 8:41 am

Hi Tony;

First thanks for answering.

Regarding your suspicions, the users are from other states so it’s hard to tell what they are doing. However, if what you say is true, I should have at least *one* registration, right? but I have none instead.

Some details about my setup:

– I have several (previous, expired) events in my database, with thousands of registries; most of them use the same custom registration ID. I don’t know if this affects in any sense.
– I use a custom registration ID; the one I use is actually a bank reference (alphanumeric with mod10 digit check); people register at the site, they take their registration ID to the bank, then when the bank issues my balance, which I get as a text file with all the deposits by reference number, so when I get this text file I then feed it to a custom routine to mark the corresponding register as payed.
– In the past when I couldn’t find the registration ID I had to go directly to the database, and all the time it was just error at the bank (mistakenly capturing 2 for Z, I for 1, and so on), but this time I have references that are nowhere to be found in the database.

I did some registrations at work but couln’t find who the culprit is. Today I’m going to stress the registration workflow to see if I can find the error, I’ll let you know if something happens. In the meantime, if you need any info or want to check something up at my site, you just have to ask.

Thank you in advance.


Josh

  • Support Staff

August 28, 2017 at 9:00 am

However, if what you say is true, I should have at least *one* registration, right? but I have none instead.

So you have zero registrations for the event, but someone got an email confirmation for that event?


CARLOS DURAN

August 29, 2017 at 9:20 am

Hi Josh,

No, some registrations are sent, but when I check in the DB they aren’t nowhere to be found. I ran some tests at work, and found some warnings, this for example:

PHP Warning: array_merge(): Argument #2 is not an array in /home/cursillosd/domains/cursillosdemexico.org/public_html/wp-content/plugins/event-espresso/gateways/process_payments.php on line 30, referer: https://outlook.live.com/

Testing yesterday I made 30 registrations, 9 of them failed; no trace of them in the database, but those that failed did receive the email with the link to their ticket, however when clicked they get redirected to the home page, because the registration ID can’t be found.


Tony

  • Support Staff

August 29, 2017 at 10:50 am

That error is most likely another symptom of whatever is causing the problem.

The line number referecne above is basically an array of data pulled from the attendee table using the attendee_id, if for some reason no info is found you’ll get that error.

However, if what you say is true, I should have at least *one* registration, right? but I have none instead.

Yes, but if they are registering multiple user and using different details, how do you know which registration is replacing which? As in how do know you don’t have one registration for the user?

Testing yesterday I made 30 registrations, 9 of them failed; no trace of them in the database, but those that failed did receive the email with the link to their ticket, however when clicked they get redirected to the home page, because the registration ID can’t be found.

Can you post the exact steps you are taking to add the registrations?

The more details the better on this as it’ll help narrow down what is happening.


CARLOS DURAN

August 29, 2017 at 12:11 pm

Hi Tony:

The key here is that people register *and* receive the email with details, but the data is not in the database…

As for the steps for the registrations I made, I just gave the links to fellow coworkers and told ’em to register, nothing fancy or elaborate. Out of 30 registrations, 9 seemed to be made, but didn’t; when they received the email and clicked on their names, they were taken to the home page instead of their respective tickets. Then I searched and the data was nowhere to be found.

Again, anything you need, I’ll provide; versions I’m using, even access to the site, you just have to ask.

Thanks in advance.


Tony

  • Support Staff

August 29, 2017 at 12:42 pm

The key here is that people register *and* receive the email with details, but the data is not in the database…

Yeah, I understand.

Have the users also paid or are these free tickets?

If you go to Event Espresso -> General Settings -> Email Settings.

What is ‘Send registration confirmation emails before payment is received?’ set to?

Did the users above that made the 9 registrations make multiple registrations or just a single registration that is now missing? We’ve seen something similar happen previously but only when the user is registering multiple times and using the back button.

It’s unlikely looking over the site will help without knowing what steps to take to reproduce.


CARLOS DURAN

August 29, 2017 at 1:52 pm

Hi Tony,

On the tickets being paid or free; they are issued and then the attendee goes to the bank to deposit their event entry fee using their system-generated registration ID – it’s actually a mod10 bank reference.

‘Send registration confirmation emails before payment is received?’ is set to ‘yes’, and I can’t change it, because it’s a requirement (because of the bank reference thing).

Some stats on the 9 registrations that failed;

– They were made by three users.
– Only one of the users used the “back” button, but reloaded the page every time he did so; everyone else entered the event link directly in the address bar to get a new registration page.
– One of them failed at first try.
– Some registrations actually were placed correctly (the user even got to open the ticket), and later they were gone – nowhere to be found.
– Every user had at least one registration failure.

Hope this helps.


CARLOS DURAN

August 30, 2017 at 11:50 am

Any ideas?


Tony

  • Support Staff

August 30, 2017 at 2:12 pm

On the tickets being paid or free; they are issued and then the attendee goes to the bank to deposit their event entry fee using their system-generated registration ID – it’s actually a mod10 bank reference.

So as far as EE is concerned, they are paid tickets. They have a cost set on them in EE right? Regardless of how they are actually paid, the tickets have a cost so they are ‘paid tickets’.

‘Send registration confirmation emails before payment is received?’ is set to ‘yes’, and I can’t change it, because it’s a requirement (because of the bank reference thing).

Which means that even if your registrants are not clicking the link to finalize the registration they receive the email, meaning they can overwrite the registration multiple times and receive an email on each instance of the registration.

All of your users are required to click the link within the payment method to finalize each individual registration – http://take.ms/WlUsX

So are you 100% sure you test users clicked that link, then navigated to the event page again, without using the back button, and still had problems with registrations?

I’ve just added some registrations to one of your events, with ID 17. How many times do I show up on your registration list?


CARLOS DURAN

August 30, 2017 at 2:37 pm

Hi Tony,

You show up just once.


Tony

  • Support Staff

August 30, 2017 at 2:49 pm

Ok, I made 3 and I have emails for 3.

Clicking on the links for those registrations takes me to none existing pages other than for the last registration. The reason for that is I purposefully didn’t click the finalize link and re-registered onto the event both with using the back button and navigating to the event in a new tab.

Clicking the link (or not) and then clicking back causes your session to overwrite your previous session.

Not clicking the link and then navigating to the event in a new tab leaves the session open so the same happens and the registration is overwritten.

So I have ‘TonyFirst’, ‘TonySecond’ and ‘TonyThird’ registrations, the last one is the only one that actually exists now because TonySecond replaced TonyFirst and then TonyThird replaced TonySecond.

Again, it sounds like your problem is users re-registering without closing their session, which is exactly what I’ve just done above. They still receive the email as its set to send before the session is closed, but they then make a new registration and replace it with another.


CARLOS DURAN

August 30, 2017 at 2:53 pm

Regarding my tests, I just confirmed with my testers and all of them reached the last page in the registration flow (fill form -> confirm -> payment options), so yes, they still experienced problems.

But also I have to point that this is not my first event, I have used EE for 14 previous events totalling almost 21K attendees, and didn’t experienced this problem before, and that’s why I’m puzzled, so either somethings happening, or I have been very, very lucky for all those years. 🙁


CARLOS DURAN

August 30, 2017 at 3:01 pm

Ok, I get what you are saying.

What can I do to avoid clicking that link?


Tony

  • Support Staff

August 30, 2017 at 3:02 pm

Regarding my tests, I just confirmed with my testers and all of them reached the last page in the registration flow (fill form -> confirm -> payment options), so yes, they still experienced problems.

The payment options is not the last page. The thank you page is, that page can also display payment options (and on your site it does) but at that point, the session has been closed.

Did they click the link to actually finalize the registration?

You’ll see the payment options AFTER you click that link, and that may look similar, but it’s not the same page.

Whilst I understand you’ve used EE for multiple registrations, the only time we’ve seen this issue is when users are overwriting their own registrations, ingoring the warnings within EE when using the back button or not finalizing the registration using the link I highlighed above.

The way EE3 handles registrations has not changed in a very long time, so there’s nothing new been added that can effect this.

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Updated by  Tony 2 years, 3 months ago ago

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