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Registration/Transaction Status Aren't Right

Posted: October 14, 2015 at 12:02 pm


Laurita Winery

October 14, 2015 at 12:02 pm

Hello,

I am confused on some of the statuses for my events. This happens almost every event and I cannot figure out why. Some of the statuses work fine, others are confusing and I am wondering what they mean. Below are the different combinations of registration/transaction statuses we have. How can a registration be pending if the transaction is complete? Also, can you explain what each of these statuses mean?

  • Approved/Complete
  • Approved/Incomplete
  • Pending/Complete


Tony

  • Support Staff

October 14, 2015 at 1:12 pm

Hi there,

A registration can have a status of Approved, Pending Payment, Incomplete, Not Approved, Declined and Cancelled – http://take.ms/XLoiF

A transaction can have a status of Overpaid, Complete, Incomplete, Abandoned and Failed – http://take.ms/ln4yY

Technically a registration of any status can have a transaction of any status, although EE will update the registrations automatically as the transactions are updated.

For example, if you register onto an event and select PayPal, then pay in full. When EE updates the Transaction to Complete it will update the Registration to Approved.

Approved registrations apply to your ‘Sold’ values within the event, all of the other registration status do not.

So… Approved/Complete usually means the user paid in full and EE automatically update the registration. The registration is approved and the current payments applied to the transaction match the amount owed.

Approved/Incomplete usually happens if the registration has been manually updated and the status changed. Incomplete transactions has payment that do not add up to the full amount owed (or no payments at all) If you view the transaction for that Registration is there a completed payment, for the full amount? If so what gateway was this using?

Both of the registrations above apply to the event and ‘have a spot’ within the attendee limits.

Pending/Complete – this is strange and should not happen automatically. Do you apply payment manually to the transactions? If so can you check if a manual payment has been applied to that transaction. The transaction seems to have a payment that adds up to the amount owed, but the registration has not been updated to Complete, this registration does NOT apply to the events sold values.


Laurita Winery

October 14, 2015 at 1:37 pm

Thank you for this!

To answer your questions: we do not go in and manually update any of the registrations or transactions. So for Approved/Incomplete it is most likely that someone did not finish they payment? We are using PayPal by the way.


Tony

  • Support Staff

October 14, 2015 at 4:42 pm

So for Approved/Incomplete it is most likely that someone did not finish they payment?

To answer that we need to know what your Default Registration Status is set to for the event and if the transaction has a payment within it?


Laurita Winery

October 15, 2015 at 8:03 am

The default Registration status is Pending Payment. And yes the transaction has a payment associated with it. Please see my screeenshots.

http://grab.by/LcSO
http://grab.by/LcSK


Lorenzo Orlando Caum

  • Support Staff

October 15, 2015 at 10:45 am

Hi, could you let us know if a payment is appearing on the transaction details screen for the registration that you mentioned?


Lorenzo


Laurita Winery

October 15, 2015 at 11:12 am

In my first link it shows that no money was accepted. but my second link shows that money was accepted and it give a Payment Method Response of Approved.


Lorenzo Orlando Caum

  • Support Staff

October 15, 2015 at 11:17 am

Okay, when you view the transaction under the transaction details screen, are any payments shown there?


Lorenzo


Laurita Winery

October 19, 2015 at 8:57 am

Yes there are payments shown there.

http://grab.by/Licq
http://grab.by/LicK


Tony

  • Support Staff

October 21, 2015 at 2:52 am

Hmm, something has prevented that registration from finalizing properly.

This section – http://take.ms/8QXHr

Should all show complete when the registration is finalized. Can you check how much memory is available to your site please?

You can do this by going to Event Espresso -> Maintenance -> System Status

Then search for ‘wp_memory’ you’ll find a section that shows a value for that, what is it currently set to?


Laurita Winery

October 21, 2015 at 7:07 am

wp_memory 40M – We recommend setting memory to at least 64MB. See: Increasing memory allocated to PHP ”

May I ask what this has to do with the registration/transaction status showing incorrectly?


Tony

  • Support Staff

October 21, 2015 at 7:20 am

Everything you do on the site uses memory, so if you site is running low on memory and EE attempts to update the database, but that request takes the site over the memory limit, the update will fail.

Its rare, but when a site is running low on memory it’s the first thing to fix as it can cause strange issues.

I would recommend upping the memory limit to at least 96MB, you can do this by adding something like:

define( 'WP_MEMORY_LIMIT', '96M' );

To your wp-config.php file.

https://codex.wordpress.org/Editing_wp-config.php#Increasing_memory_allocated_to_PHP

If all registrations were failing in the same way we would suspect an issue with the IPN, as some are working its more likely to be an issue elsewhere.


Laurita Winery

October 22, 2015 at 8:46 am

I have updated the WP-Config.php file. What would be my next steps?


Lorenzo Orlando Caum

  • Support Staff

October 22, 2015 at 9:59 am

Hi, could you monitor the site for the next transaction that comes in and let us know if it updates correctly?


Lorenzo


Laurita Winery

October 22, 2015 at 12:24 pm

I will definitely monitor the site to see if this happens again. But I think we are losing focus on my main question here, what does this registration/transaction combo mean? Pending/Complete?


Tony

  • Support Staff

October 22, 2015 at 1:02 pm

Pending/Complete is not a normal Registration/Transaction status combination and shouldn’t be happening.

It means your transaction updated to Complete (a payment was applied that matched the amount owed)

But the Registration status didn’t update for some reason and stayed at Pending Payment.

So that means your attendee has paid but currently does not hold a place within the event ‘sold’ values. You’ll need to update the registration status to approved on that registration so they do apply.


Laurita Winery

October 22, 2015 at 1:04 pm

Tony that was a perfect answer! Let’s hope the memory limit quick fix was our solution to this problem!


Tony

  • Support Staff

October 22, 2015 at 1:41 pm

40MB is rather low and I can’t see any other reasons for this not to update.

You could setup error logging using:

define( 'WP_DEBUG', true ); // Or false
if ( WP_DEBUG ) {
    define( 'WP_DEBUG_LOG', true );
    define( 'WP_DEBUG_DISPLAY', false );
    @ini_set( 'display_errors', 0 );
}

Within wp-config.php, which should create a debug.log file within /wp-content/ and store any errors thrown on that site. So if this does come up again that might hold a clue to the problem.

However note that that file can become rather large if left for a long time and your site (usually the theme) is throwing multiple notices or warnings.


Laurita Winery

October 23, 2015 at 7:22 am

Thank you for all your help! I’ve set up the error log and I will come back if I see anything suspicious!

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Updated by  Laurita Winery 4 years ago ago

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