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rbschool
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January 25, 2022 at 12:40 pm
Good Afternoon,
We are having a major issue with all events on our site. The stripe gateway is processing payments for events but in the last 48+ hours, they are not getting assigned to the events as paid so registrations aren’t processing correctly. Some parents have been double billed also as the transaction doesn’t complete. Please help!!
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rbschool
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January 25, 2022 at 12:47 pm
PS – I tried removing and relinking the stripe account. I don’t know if it has worked yet. Right now I am having to manually apply payments.
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Tony
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January 25, 2022 at 12:59 pm
Hi there,
If you go to Dashboard -> Event Espresso -> General Settings -> Critical Pages (tab at the top)
Find the Thank you page setup in the list, what does it show for Pages Status and Shortcode?
If you click on ‘Link’ for that thank you page, what is the URL it takes you to? (You can mark your reply private if preferred).
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rbschool
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January 25, 2022 at 1:02 pm
This reply has been marked as private.
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Tony
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January 25, 2022 at 1:10 pm
Can I take a look over the payment logs on the site and see if anything stands out there?
If so I’ll need temp login details for the site which you can send using this form:
https://eventespresso.com/send-login-details/
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rbschool
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January 25, 2022 at 1:18 pm
just sent it over. thanks!
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Tony
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January 25, 2022 at 2:17 pm
Hmm, there are no payment logs saved at all.
Do you have FTP credentials at all? I’d like to add some quick debugging code to the Stripe payment method, right now there is nothing to show what is happening so I need some additional info.
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rbschool
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January 25, 2022 at 2:35 pm
This reply has been marked as private.
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rbschool
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January 25, 2022 at 2:36 pm
This reply has been marked as private.
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Tony
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January 25, 2022 at 3:14 pm
Thank you.
So, I don’t have a fix right now, but what I have done on your site is add some additional logging so that it should capture what is happening the next time this happens.
We’ll need to wait for another transaction to go through to see if that helps (or if you’d like to switch to debug mode I can test again if preferred, it’s against Strip’s TOS to do ‘live’ test payments).
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rbschool
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January 27, 2022 at 11:26 am
Just tried to run a registration and it said cannot be completed, please refresh the page and try again.
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Tony
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January 28, 2022 at 3:29 am
Hmm, ok.
Can you check the servers error logs to see if anything shows around the time you got the above?
That a catch-all error EE shows when a fatal is thrown and it doesn’t have additional details to display back. So something should be saved in the logs.
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rbschool
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January 31, 2022 at 7:07 am
how do I send the log file?
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Tony
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January 31, 2022 at 7:19 am
You can send it via email to support[at]eventespresso.com
However, it does depend on how big it is, if its more than 10MB you’ll need to use something like WeTransfer to send the file over:
https://wetransfer.com/
Or host the file somewhere I can access it and I’ll take a look.
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