Support

August 18, 2016 at 10:57 am

Hi,

I urgently need someone to take a look at my event espresso registration data and plugin as I have a registrant who has provided me with an image of their registration approval ticket as well as their receipt for payment from Paypal, yet they can not be found anywhere in our approved registrations or the software at all. There has been only this one discovery however our event begins Friday and we have limited capacity and I fear there could be more who think they have registered or that did somehow but I cannot see them or count them. Ill be in trouble Friday if this happens.

So here is some history that may be relevant to your assistance. I had a developer modify the event espresso wordpress plugin to integrate an esignature document into the registration process in between the registration questions and the check out in your software. When tested it worked good. From the user perspective there is a radio button at the bottom of the registration question form that needs to be checked in order for the user to advance to check out from that page. This radio button cannot be checked manually. The user has to click on a link next to it which brings up a dialogue box with the esignature document in it for them to complete. Once complete they click the link at the bottom of the esignature form and it returns them to the registration page, checks the radio button allowing them to proceed. It is really cool and you need this for your software for people like us. To date we have had 310 successful registrations with this set up that we are aware of. However we have at least 225 incomplete registrations and I have both noted and observed at times an error message “form data could not be applied to any valid registrations” in between completing the waiver and proceeding to check out. This is what is creating the incomplete registrations.

We know this warning is plugin related and believe this issue to be the cause of the high ratio of completed to incomplete registrations. I get email confirmations of both the wavier completion and the EE event registration completion. When I get 3-4 waiver completion then one EE event registration (or no ee confirmation) I know the user struggled to get it done for whatever reason.

One issue identified causing this error was a conflict between the mailchimp plug in and the eventespresso software which we believe to be resolved. Basically we had the registration process adding the registrant info to a mailchimp email list that was empty when we tested. Later I then added a bunch of email addresses to the list manually so that it could be used to email participants from previous years as well as new participants signing up. When a registrant had an email ID that matched an existing ID in the mailchimp list that I added after testing, it created an unresolvable conflict and this generated the error for the user. We resolved this by removing all uploaded email addresses from that subscriber list to a new list and allowing the list synched with ee registration to populate on its own. This reduced the occurrence of form error for registrants.

After that tissue we noticed there were still some hang ups in various browsers under various conditions. While investigating we found an error log in the cPanel. It is a cloneID issue. I have a screen grab of it. We have attempted to resolve it without success. This is the issue or a symptom of the problem that is hanging up users on registrations. This is what we need help with. We believe.

If it is making registration more of a challenge but capturing the waiver data then we could live with that. However, this morning I got an email from a user that included an image of an ee registration ticket and receipt from paypa showing a successful payment to our account for that registration. The scary thing is it does not appear anywhere in the ee registrations as approved or pending payment. His ticket ID number was ID: 2554-2-1-c493 and his name is Christoper West.

Here is the really scary thing, as I mentioned we have a limited number of spots for this event, well I have over 225 incomplete registrations with no name or email to see who had the trouble. (we think most of the incomplete registrations were caused by the form data error between the registration infomation form and checkout hanging people up. If Christopher West received a ticket and was able to pay but ee software did not record it then there might be more. I cannot search by that ID: 2554-2-1-c493 in the ee software only name so I am concerned that some of the registrations that ee recorded as incomplete were somehow issued tickets and I wont know about it till they show up!

Thank you for you assistance with this problem.