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This registration step could not be completed. Please refresh the page

Posted: September 11, 2023 at 6:26 pm


sherryMNVC

September 11, 2023 at 6:26 pm

Can you please advise on what to do to fix this error? It was running fine last week. Now no one can register. Please help


sherryMNVC

September 11, 2023 at 6:26 pm

https://mnvc.org/
here is the website


sherryMNVC

September 11, 2023 at 6:28 pm

Plus registration is not rendering correctly on mobile


Rio

  • Support Staff

September 11, 2023 at 8:02 pm

I did try to register and was able to proceed till i need to checkout the event. Can you give me the link of registration where you experience this problem?

Please send me recordings too. you can use loom to do it.
https://www.loom.com/

thanks


sherryMNVC

September 11, 2023 at 8:40 pm

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sherryMNVC

September 11, 2023 at 8:42 pm

That was with a real credit card for a dummy event for $1.
How can I run a test transaction without putting in a real credit card?


sherryMNVC

September 11, 2023 at 8:50 pm

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Rio

  • Support Staff

September 12, 2023 at 12:04 am

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Tony

  • Support Staff

September 12, 2023 at 12:30 am

Hi there,

“This registration step could not be completed…” errors are generally thrown when there is a fatal error on the request and there isn’t another error to display.

Does the transaction show as paid in Event Espresso?

Go to Event Espresso -> Messages -> Settings.

What is the ‘generate and send messages’ option set to currently?


sherryMNVC

September 12, 2023 at 6:16 am

User receveid a Failed Payment Message –

Your payment FAILED for the following transaction and ticket purchases:

Payment Details:

Payment Status: Abandoned
Transaction ID: 2763
Total Cost: $1.00 (USD)
Payment Method: Pay with Credit Card
Payment Amount: $1.00 (USD)
Amount Due: $1.00 (USD)
Please retry your payment, or choose an alternate payment method to reserve your space.

It is showing in EE as Abandoned.


sherryMNVC

September 12, 2023 at 6:20 am

Generate and send messages is set to send on a separate request


Tony

  • Support Staff

September 12, 2023 at 11:29 am

Hmmm, I think I need to check the payment logs to see what is going on, can I take a look in the admin?

If so send temp login details over using this form:

https://eventespresso.com/send-login-details/


sherryMNVC

September 12, 2023 at 12:16 pm

Thank you! I will set you up a temp login


sherryMNVC

September 12, 2023 at 12:44 pm

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Tony

  • Support Staff

September 12, 2023 at 3:01 pm

Ok, the last time I saw this it was an issue with the Stripe connection.

When did you connect Stripe to the site?

Go to Event Espresso -> Payment methods -> Stripe.

Click the disconnect button and wait a few seconds for that to process. Refresh the page to be sure.

Then go back to the Stripe payment and reconnect it to your Stripe account, following the onscreen instructions to connect.


sherryMNVC

September 12, 2023 at 3:24 pm

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sherryMNVC

September 12, 2023 at 3:25 pm

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Tony

  • Support Staff

September 12, 2023 at 3:32 pm

I did that and it completely lost the connection with Stripe.

When you disconnect with Stripe, that’s what happens, you clear the connection between your site and your Stripe account. So yes you need to reconnect to Stripe using the Stripe account you want to connect to the site.

Or ask the user managing the account to do it, if they are already logged into Stripe on their browser and then click the connect button it will use their current session.

Can you send me better instructions on how to connect with Stripe?

I can’t give you better instructions than clicking the connect button and following the on screen instructions, those are from Stripe themselves and the steps you need to take depends on what details they want based on your account.


sherryMNVC

September 12, 2023 at 3:38 pm

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Tony

  • Support Staff

September 12, 2023 at 3:51 pm

Yes, I logged into the site and checked the Stripe checkout process.

The error being thrown is stating there is no Payment/Intent ID and that happens when the connection between the site and Stripe is invalid, which is why I suggested the above.

I can test reconnecting Stripe with my test account in the meantime (I’ll do it now) but either way you’ll need those Stripe credentials to reconnect the correct afterwards.


Tony

  • Support Staff

September 12, 2023 at 4:09 pm

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sherryMNVC

September 13, 2023 at 8:35 am

Thank you! I’ll contact our server. If not, do you think if we downgraading PHP to 7.4 it would still work? OR eventually will we be required to upgrade to PHP 8 anyway?


Tony

  • Support Staff

September 13, 2023 at 8:53 am

If it worked previously then it was likely enable already within the version of PHP7.4 installed on your server but isn’t within the version of PHP8 they have installed.

PHP7 is now EOL so ultimately everyone ‘should’ be updating to PHP8 ‘soon’, how soon that actually is I can’t tell you 🙂


sherryMNVC

September 13, 2023 at 8:55 am

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sherryMNVC

September 13, 2023 at 9:01 am

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Tony

  • Support Staff

September 13, 2023 at 9:05 am

Server said they can not enable php_uname() since we are on shared server.

Poor excuse tbh, I have server shared hosting packages and have the option to enable/disable functions, including the above. But… that’s their setup so up to them.

Will EE continue to work if I downgrade to php 7.4?

EE itself works fine with PHP7.4, that’s our minimum required version.

How can I test the connection and test the payment?

Connect Strie in debug/sandbox mode.

Event Espresso -> Payment methods -> Stripe

If you have the account connected you need to disconnect again.

Then set “Sandbox Mode On? (AKA: debug mode)” to Yes and save the settings.

Then reconnect again, now your account is connected in test mode.

When you use Stripe in debug mode the checkout page will show you test card numbers you can use.

When finished, disconnect again, set sandbox mode to No, save, reconnect.


sherryMNVC

September 13, 2023 at 10:12 am

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sherryMNVC

September 13, 2023 at 10:14 am

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Tony

  • Support Staff

September 13, 2023 at 10:26 am

We don’t have the stripe account connected yet. Switched Sandbox to yes and attempted to test. It did not work.

Thats not how this all works.

You NEED a Stripe account connected in either live mode or test mode (sandbox mode tells your Stripe account to connect in test mode).

You can’t test payments WITHOUT a Stripe account connected.

If you want to test this separately you can create your own dev/test account with Stripe:

https://stripe.com/

It takes minutes to set up and you only need the test account.

Then you can connect to your own account in sandbox mode to confirm.

Error said no payment information found. See video

Thats expected if there is no Stripe account connected.

Before I go to the trouble to contact the third party account person to reconnect, I need to be sure it will actually work and will not have to disconnect again.

Again, that’s not how this works. It could event work with my/your test account connect and still fail once they reconnect. I can’t give you a guarantee that it will work as its based on your server and your account.

I appreciate your help so far but what else can be done to get this fixed for good?

The issue is from your server’s config, we can’t stop them from changing things on the server and causing issues.

Have you reverted to PHP7.4?


sherryMNVC

September 13, 2023 at 10:33 am

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sherryMNVC

September 13, 2023 at 10:45 am

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Tony

  • Support Staff

September 13, 2023 at 10:50 am

Awesome.

Will we be good to run on PHP 7.4 for a long time?

PHP7 is end of life and has been for almost a year so I can’t say how long your host will support it.

I’ll create a ticket to investigate if we can use a version of the Stripe SDK that doesn’t use php_uname() which will prevent the current fatal error you are getting, but there’s also no guarantee that your host hasn’t disabled some other function required elsewhere within the SDK which then throws a fatal after that so then I can’t guarantee that will work.


sherryMNVC

September 13, 2023 at 10:53 am

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Tony

  • Support Staff

September 13, 2023 at 11:05 am

I run PHP7.4, PHP8.0.XX, PHP8.1.XX and PHP8.2.XX across multiple different servers and hosting platforms including shared hosting (to test against what people will be using with EE) and so far I’ve not run into this issue.

The problem here is from the host blocking the above function on the version of PHP installed on their servers with no option to enable them again. We can work around that within our code but the Stripe SDK/library isn’t one we control, its one we use, so it’s a slightly more tricky as technically its not our code.

But the same issue can come up with pretty much any function a host decides to block, if PHP includes X function and then a host blocks that function, anywhere trying to use it throws a fatal error. So yes, other folks could run into this, if their host decides to block that PHP core function.


sherryMNVC

September 13, 2023 at 1:59 pm

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Tony

  • Support Staff

September 13, 2023 at 3:14 pm

Once you click pay you are waiting for the request to be sent, processed and returned from Stripe, that should be fairly quick.

Unless its the processing taking place after that, when exactly is it slow?

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