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Michael Mansell
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August 29, 2014 at 12:35 am
With both Paypal Payments Pro and now Stripe Payments activated and all API credentials entered correctly when I do a live test on the payment page of Event registration, It acts like it is processing and then it show the “Thank you for your order but the payment status says “Incomplete” and nothing is processed through Stipe. I’m having this issue with both Paypal Payments Pro and Stripe payment. Can you please help me resolve this issue so we can accept credit cards directly on our site. I have an SSL activated on the site also. This is the website it isn’t working on: http://NightFallAZ.com
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Dean
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August 29, 2014 at 2:48 am
Hi,
The Event Espresso plugin was deactivated on your site when I checked it.
Have there been any errors come back from either gateway? Either on screen or in your sites error logs?
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Michael Mansell
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August 29, 2014 at 9:38 am
Deactivated? No, it is activated. Why do you say it is deactivated? Try clicking on “Buy Tickets” on the website.
I have to get this issue resolved today or I’m going to be forced to scrape EE.
The site is giving me no error messages.
Please help. 🙁
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Josh
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August 29, 2014 at 12:39 pm
Hi Michael,
The reason that Dean thinks Event Espresso is deactivated is because the default Main Registration page is deactivated. You can see this by navigating to:
http://nightfallaz.com/event-registration/
Did you set up an different Main Registration page? If so, what’s the URL?
Also, can you try temporarily removing the customized files from /wp-content/uploads/espresso/templates? I’m wondering if one of the customized files have a bug in the code that’s preventing the payment process from going through as expected.
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Michael Mansell
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August 29, 2014 at 12:47 pm
I stated it in my last post. Click the “Buy Tickets Online” button. Go here https://nightfallaz.com/tickets/?ee=1 Can I please get you to help me resolve this today? Who can I talked to get this resolved?
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Michael Mansell
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August 29, 2014 at 2:38 pm
Please, somebody in support? Can you help me with this today? 520-990-3607 I hate to sound desperate but I’ve tried everything I know how to and it still doesn’t work and I have to have this operational by the weekend or we will lose a lot of money.
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Josh
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August 29, 2014 at 2:50 pm
Hi Michael,
Can you let me know what you’ve tried already?
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Michael Mansell
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August 29, 2014 at 2:53 pm
I’ve tried using both Paypal Payments Pro and Stripe now and neither work. Can I give you access to the site so you can go in and fix it for me? Please? Also, Event espresso is emailing me the registration confirmation with the ticket download rather emailing it to the customer.
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Josh
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August 29, 2014 at 3:00 pm
Hi Michael,
Have you tried removing the custom files from /wp-content/uploads/espresso/templates? There are a lot of files that were copied over to that location and can potentially break things if code was altered or removed. I made a screenshot of the files that were copied over from the Event Espresso plugin and the ones that can affect the checkout were marked with an arrow. Can you try removing these?
There are a few other potential causes to this issue. You can rule these out one by one:
1) A theme conflict. You can rule this out by temporarily switching to the default WordPress theme.
2) A plugin conflict. You can rule this out by temporarily deactivating any other installed WordPress plugins.
It may also help to turn on debug mode. You can set wp_debug to true by editing the wp-config.php file.
You can use an [FTP client][1] and [a text editor][2] to access change this line to the site’s wp-config.php file:
define(‘WP_DEBUG’, true);
[1]: http://codex.wordpress.org/FTP_Clients
[2]: http://codex.wordpress.org/Editing_Files#Acceptable_External_Editors
If you’d prefer someone from Event Espresso staff to run through the troubleshooting steps, we can work through them for up to 30 minutes if you purchase a priority support token.
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Michael Mansell
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August 29, 2014 at 3:13 pm
but I use those custom templates to get the checkout process to say and look like what my client needs. Yes, I need you to fix this today. I’m buying the support ticket right now. Will you fix it today?
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Josh
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August 29, 2014 at 3:16 pm
We can work on troubleshooting today for up to 30 minutes per support token that’s purchased.
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Michael Mansell
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August 29, 2014 at 3:18 pm
Ok, I paid for and submitted all info to get you to fix it. Please confirm. Thank you.
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Josh
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August 29, 2014 at 3:30 pm
Hi Michael,
Have you contacted WPEngine and asked them to disabled caching for the pages that run the Event Espresso checkout?
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Michael Mansell
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August 29, 2014 at 3:31 pm
Yes I did.
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Michael Mansell
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August 29, 2014 at 4:12 pm
Yes tickets are also not being emailed to the purchaser. They a purchase confirmation with an invoice link but no ticket. Can you please fix this too?
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Josh
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August 29, 2014 at 4:16 pm
I have found two issues so far:
1) Headway’s caching needs to be disabled. I’ll need to look into this some more.
and
2) There’s a mismatch with the https redirect configuration. I’ve verified that payments process correctly when they are done via the Thank You page (which isn’t set up to redirect to https). However, the tickets page is set to load as https.
So the current flow of the registration process looks like this:
Register on the /tickets page
make first attempt to pay on https://yoursite.com/tickets, it fails
make second attempt to pay on http://yoursite.com/thank-you, test payment works. Since https is required on every page that handles the payment, can you check with WPEngine and ask them to secure the thank-you page?
I don’t know whether this will solve the issue for you, but it may help.
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Michael Mansell
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August 29, 2014 at 4:29 pm
Ok, I have added that page to the secure SSL.
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Michael Mansell
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August 29, 2014 at 4:30 pm
I have also disabled headway caching.
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Josh
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August 29, 2014 at 4:45 pm
Great! I went through and tested the Stripe payments with my test credentials using 4242424242424242 as the credit card number and the test payment completes.
So it looks like the Headway caching issue was a red herring, and changing the Thank You page so it loads as https was all that was needed here.
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Michael Mansell
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August 29, 2014 at 4:49 pm
Yep! I just testing myself and it works great now! How about the issue with the tickets not being emailed to the buyer?
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Josh
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August 29, 2014 at 5:03 pm
Hi Michael,
I added the [ticket_link] shortcode to the email messages. If you create new events in the future that have custom email messages set, you’ll need to be sure to add the [ticket_link] shortcode to the email messages where you want the ticket links to display.
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Michael Mansell
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August 29, 2014 at 5:16 pm
thank you, that is the shortcake I couldn’t find.
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Michael Mansell
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August 29, 2014 at 5:19 pm
Can you change the text on the ticket cancelation page (http://nightfallaz.com/registration-cancelled/) to so say “transaction canceled” instead of Registration Canceled” and “you have canceled your purchase” and have a link that says “Return to the tickets page” and link it to: http://nightfallaz.com/tickets/?ee=1
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Josh
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August 29, 2014 at 7:46 pm
Hi Mike. You can add the link by editing the page. We recommend using atranslation function to change the default text.
If you prefer that support staff make these edits, we require the purchase of additional support minutes.
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