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Summerfoundation06
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May 17, 2022 at 7:16 pm
Hi,
Our client had a workshop scheduled in for last week, and they exported attendee list and contacted everyone. Some users did not appear in this export or in the Registrants section, two that the client is aware of are named Vanessa and Julie.
Our client cannot see them booked into this session, Vanessa booked on behalf of her and Julie. Vanessa had registered to another event previously and her details came up fine in event espresso, but they did not contain the details of the latest event that they booked into.
Julie and Vanessa forwarded me their confirmation email, so it looks like they definitely registered. Registration Code for their order is 510-48-2-726a – which doesn’t come up with any results and is missing from the CSV export.
This has me a little concerned there may be other people that have registered but are not coming up on event espresso. Would you be able to take a look into this and see if I am missing anything or what the issue could have been?
Thank you.
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Tony
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May 18, 2022 at 6:38 am
Hi there,
Do you have any caching enabled on the site at all?
The reg code is made up of: {TXN_ID}-{TKT_ID}-{reg_url}
Which means when we look at 510-48-2-726a, it means 510 is the transaction ID and we can check for that in the admin.
Go to Event Espresso -> Transactions.
Click on any transaction there to edit it, in the address bar of the browser you’ll see something like &TXN_ID=2620 as part of the URL.
Change that to be &TXN_ID=510 and press enter, what do you see on the page shown?
Or if you’d like I can check this myself if you can send temp login details using this form:
https://eventespresso.com/send-login-details/
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Summerfoundation06
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May 19, 2022 at 4:12 pm
Hi Tony, thanks for your reply.
I tried this and the error message appeared:
An error has occurred:
An error occurred and the details for the transaction with the ID # 510 could not be retrieved.
Let me know if there is something we can do about this or if you would like the login.
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Tony
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May 24, 2022 at 10:43 pm
Hi there,
So the above error means that there is no transaction with ID 510 in the database to display.
I checked into this using the login credentials provided and can confirm there is no transaction #510 available and that the registrations are not simply being omitted from the CSV but have been removed the site.
Unfortunately, I can’t tell you why they have been removed as I can’t view any details of them.
Do you keep regular backups of the site?
If so do you have a backup from around April 21st? Based on comparing other Transactions ID’s that is when the above registration would have been created so I’d like to take a look at the database and see if anything stands out there if possible.
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Summerfoundation06
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June 2, 2022 at 9:37 pm
Hi Tony,
I checked the backup and unfortunately there was no transaction of #510 available on the 21st April or the days around that date.
What is the best way I can get the backup to you?
Thanks
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Joao Victor
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June 5, 2022 at 8:29 pm
Hi there!
Thanks for getting back to us.
You can ask for help from your hosting company if you can find the backup that shows us when the order with ID 510 was created. Without this information, it’s harder to debug it.
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