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Russell
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July 27, 2015 at 2:16 pm
Hello,
So today a customer came to the site and booked a ticket! and better still paid in full for it!
Paypal sent me an email telling me I had been paid, but instead of a ticket name it just gave a EE reg code.
I had emails from the site telling me of a new registered user (I have EE set to auto create a user on order) But no event registration email.
In the admin section there is no booking to match the reg code sent to me by Paypal.
Any ideas why this happened and how to add the booking so I can issue the tickets?
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Josh
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July 28, 2015 at 8:34 am
Can you go to your PayPal account, look up the transaction in the IPN History, then resend the notification? Sometimes the PayPal notification does not make it back to the site.
You can also check the transaction logs in Event Espresso > Payment Methods > Logs to find the missing transaction.
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Russell
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July 28, 2015 at 11:06 am
I will look at that, but would I not still have an incomplete checkout registering in the admin screens?
And the reg code for the event in paypal matches the format of EE reg code but I dont have a registration to match it to, complete or otherwise
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Josh
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July 28, 2015 at 12:32 pm
Hi Russell,
It could be that the incomplete transaction may be listed under “Abandoned” or “Failed”. You may have a better idea of what happened after you check in the transaction logs.
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Russell
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July 28, 2015 at 1:19 pm
Ok so the paypal IPN matches the email I had from them detailing the payment. I have resent the IPN but still no ticket showing in admin. I had already checked the abandoned and failed registrations. I have double checked them and still nothing.
I have even gone into the database and manually looked for the reg code that was on the paypal email, but its not there.
I have checked my emails for the 27 July and I had the new user registration email and the paypal one but no event registration email.
The only thing I can think of is that the customer has already bought and paid for 2 tickets back in march. So could the error ave come from that?
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Josh
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July 28, 2015 at 1:37 pm
I don’t think that would be the case. Did you look in Event Espresso > Payment Methods > Logs and check the transactions for July 27?
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Russell
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July 28, 2015 at 1:56 pm
OK so there I have found 4 entry’s for the day, the time stamp is out but when I look at the details it has the right customer details in it. Each say that payment was received.
In the log if I click on “view txn 1305” there is nothing there other than this message: “There is no attached contact for this transaction. The transaction either failed due to an error or was abandoned.”
In failed registrations I have 4 records. but the Reg code on these do not match the one EE sent to paypal. and the time stamps don’t match. The failed registrations where at 9.50am and the paypal log was for 11.04am
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Russell
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July 29, 2015 at 5:10 am
Happen again today. This time no trace in payment history or in failed or abandoned.
The customer has gone through the reg process. I receved the email for a new user registration and the paypal payment but no ticket sold in admin and no registration for the user
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Josh
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July 29, 2015 at 11:23 am
Can you check with them to see if they returned to your site from PayPal?
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Russell
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July 29, 2015 at 11:37 am
So I have looked a bit closer at this and the one thing that I see is that I do have a failed purchase for today’s customer. BUT the reg code generated by EE does not match the one sent to paypal also the time stamps for them dont match. is that normal? surely the reg code should be the same in ee as the one sent to paypal? My guess is this is why the payments aren’t linking back
I will ask the customers if they returned from paypal. just in case
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Josh
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July 30, 2015 at 12:22 pm
I’m not sure where you’re finding a reg ID in PayPal, but the transaction ID’s should match. The Transaction ID in the PayPal Transaction Details appears near the top, and the same txn ID will appear in Event Espresso > Transactions:
https://www.evernote.com/shard/s4/sh/cdefb099-410e-4a1c-b759-75260516c664/ee09da75955ec60667046f5241f9c9e0
The timestamps can vary because EE records the time of the registration when the registration process starts on your site, and the payment at PayPal happens minutes later. Please also note that PayPal’s timezone might not match your site’s timezone.
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Russell
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July 30, 2015 at 1:50 pm
So the reg code im referring to that paypal has is appearing in the payment notification email in place of the ticket name.
Let me try and clarify to you my understanding of the time line here and whats happening. this is looking at the first instance of this in my site.
Email from wordpress: new user registration 09:59
Email from Paypal: Payment receved 10:05
That it. no event registration email.
Here is a screen grab of the reference in the paypal email https://www.iwanttogotothat.com/paypal.jpg
and here is a screen grab of my failed registrations for Monday, the first day I had this happen https://www.iwanttogotothat.com/fail.jpg
As you can see the EE reg codes start 1303 there and the paypal one is 1305
now in Event Espresso > Payment Methods > Logs I find this https://www.iwanttogotothat.com/log.jpg
Thats the first instance, the second one was almost identical except that there was no trace of the transaction in Event Espresso > Payment Methods > Logs
When I said the time stamps dont match i meant between the email for a new user and the time of the failed registration. almost an hour apart. Could this be due to GMT/BST?
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Josh
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July 30, 2015 at 2:08 pm
Not likely. There’s a transaction lock that happens for about 1 hour so that when someone doesn’t return from PayPal, the data from the IPN does not get overwritten.
Can you check to make sure that the Instant Payment Notification listener page on your site is correctly set up and publicly accessible?
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Russell
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July 30, 2015 at 2:17 pm
Sorry, how do i do that?? I guess it is because I have received registrations and payments via paypal between the 2 instances.
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Russell
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July 30, 2015 at 2:31 pm
Dont know if its related. just checked i was running the most up to date EE and found that users was an old 1.somthig version. So updated to 2.0.1.p
During the upgrade the database update said i had 51 of 30 records updated and the process indicator went to 161%
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Russell
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July 30, 2015 at 3:06 pm
I have also set up a My Events page with the shortcode [ESPRESSO_MY_EVENTS] this doesn’t work either.
could all this be related to the same problem?
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Josh
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July 30, 2015 at 3:20 pm
I think they are two separate issues, but we can help you with with both of them here. Can you let us know the URL of the page you have set up for the IPN Listener page (usually the Transactions page), and the URL of the page you have set up with the [ESPRESSO_MY_EVENTS] shortcode?
This way we can investigate further.
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Russell
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July 31, 2015 at 1:51 am
The transactions page is https://www.iwanttogotothat.com/transactions
And My Events page is https://www.iwanttogotothat.com/my-events/
Thanks
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Russell
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July 31, 2015 at 6:25 am
Today i have had 2 different customers come to the site and register for tickets then abandon them at the payment stage. There details have been recorded by EE so alls good.
The 2 customers resisted with 2 different email addresses and 2 different postal addresses. They registered about 70 mins apart.
30 mins after the last one registered I get a payment notification from PayPal telling me the first of these 2 customers has paid. Brilliant! BUT the payment has been logged agents the other customer! It might be they are for the same people. I don’t know yet, I have sent email to the person who has paid to ask them to confirm the name the booking is in. Just another bit of the puzzle maybe?
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Josh
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July 31, 2015 at 8:27 am
Hi Russell,
Can you disable the “Subscribe to our mailing list” script on the transactions page? That may be interfering with the IPN listener.
Re: the My Events page, can you temporarily make that a publicly available page so we can take a look at it?
One thing that may help with the abandoned transactions is you can set your PayPal account to automatically return to your site after payment. Is that set up in your account?
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Russell
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July 31, 2015 at 8:36 am
The My Events page is already public it can be found here https://www.iwanttogotothat.com/my-events/
I have PayPal to auto return
and I have disabled the pop up for email subscription for now
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Russell
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July 31, 2015 at 2:21 pm
any news???
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Josh
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July 31, 2015 at 2:53 pm
Hi Russell,
The link to your my-events page redirects to a log in form, so I can’t see it. However, there is an update to the WP user integration add-on that fixes a few issues we’ve uncovered with the [ESPRESSO_MY_EVENTS] shortcode. You can update to the latest version by going to your Event Espresso > General Settings page, save, then an update notification will appear on your WP Plugins page.
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Russell
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July 31, 2015 at 3:27 pm
I assumed that was what it was meant to do. I guess not.
OK so I have done the upgrade and the page is now displaying events I have registered for. Just a bit of feedback on this new feature, getting the tickets is to complicated. I only managed it by going to edit attendee details then clicking “Update Attendee Information” this did send the ticket email. But it could do with being on its own button.
The other thing is when the page loads the colour code for the event status shows as “Pending Payment Registration, Upcoming Event” it’s not until you click on the actions cog that the colour code updates to the correct colour. Again confusing to the end user.
Just need to figure out why some event registrations are not being saved before the customer is being passed to paypal
But it’s looking very good ????
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Russell
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July 31, 2015 at 3:28 pm
Sorry the ? At the end of that last post was a smiley from my android keyboard 🙂
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Josh
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July 31, 2015 at 3:34 pm
Hi Russell,
I suspect that the registrations are being saved before they go to PayPal, because that’s when first get saved, but they’re not getting properly updated and possibly even deleted later somehow.
Now that the IPN listener page isn’t loading that Subscribe to a newsletter script, perhaps the IPN listener can function as expected if it wasn’t before.
One thing that may help to troubleshoot, and it’s a good practice to implement anyway, is set up a plugin to take a database snapshot every 24 hours. This way, if one registration goes missing, you can check the database snapshot for the day the registration was made.
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Russell
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August 2, 2015 at 6:49 am
OK I will take a look at that. Got a 3rd one today.
I have taken screen shots of everything I have looked at with this.
So the user registers for a ticket. I get the new user registration email and the event registration email just as I should. The registration code in the email is 1395-12-1-223f
I then get the payment notification email from Paypal again in place of the ticket name i get the registration code. this code matches the one in the event registration email https://www.iwanttogotothat.com/eeerrors/6.jpg
So I check the resisted users of the site and the new customer is there. I look at there profile and find details of there registration. BUT the transaction number is missing but again the registration number is there and matches. https://www.iwanttogotothat.com/eeerrors/1.jpg
In the registration page the most recent registration number begins with 1391 NOT 1395 https://www.iwanttogotothat.com/eeerrors/2.jpg
I check incomplete and the most recent reg number there is 1394 https://www.iwanttogotothat.com/eeerrors/3.jpg
in EE – Payment Methods – Logs I can see the payment details from Paypal for 1395 https://www.iwanttogotothat.com/eeerrors/4.jpg
But when you open the log it says overpaid. https://www.iwanttogotothat.com/eeerrors/5.jpg
So for some reason when using paypal not all of my registration are saving. As you can see from the screen grab I am also using stripe, Not had any problems with this payment method yet.
While writing this post, I have had another user register and complete checkout via paypal successfully. So its not every time.
Also I have tried to add registrations manually to EE, but when it comes to applying payment all i get is a Gray bar across the top of my screen. probably unrelated, but still a problem
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Russell
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August 2, 2015 at 6:57 am
Could this error be related to the Stripe payment module? I did not have the problem before I installed the module. Just in case I will deactivate it
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Russell
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August 2, 2015 at 1:45 pm
So its not the Stripe plug in, I have deactivated and deleted it and just had the same thing again. Interestingly with the same ticket setup as the one this morning. 1 adult ticket and 2 children.
Between the 2 incidence today I have had 12 fully successful registrations all via paypal.
The hunt goes on
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Russell
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August 2, 2015 at 1:50 pm
Just checked the error from this morning and still not showing up in the registrations list.
Checked the user profile again and its changed it now shows no events registered and looks like this https://www.iwanttogotothat.com/eeerrors/7.jpg
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Russell
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August 2, 2015 at 1:53 pm
Sorry I was mistaken this mornings was for 3 adults. but it was for 3 tickets.
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Josh
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August 3, 2015 at 7:51 am
Hi Russell,
I learned from looking at your screenshots that your site is running the WP-Optimize plugin. It’s possible that this is the cause of the missing transactions. Can you go to the WP-Optimize settings and look at the options under Auto Clean-Up Settings? You’ll find an option to Remove transient options there. This option must be left un-checked while running Event Espresso because Event Espresso uses transient options to store transaction data. When another plugin or script like WP Optimize is deleting some of the transients prematurely, it’s basically deleting the transactions record while the transactions are in progress.
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Russell
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August 4, 2015 at 1:59 am
I don’t have wp-optimize set to auto clean. I do it manually about once a month. I have double checked the settings and it’s definitely not set to auto and the option to remove transient options is not ticked.
I was travelling yesterday so no database optimization took place but I still had another transaction not save. 3 successful but one unsuccessful.
I don’t know enugh to be sure but as paypal does not get the ticket name and only gets the amount and registration code if it was due to transient options being deleted this would have to have happened at amn exact moment in the registration process?
Again I will delete wp-optimize just in case
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Russell
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August 4, 2015 at 2:37 am
When I checked wp-optimize there where 70ish transient options does this mean that the ticket details can be retrieved?
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Russell
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August 4, 2015 at 5:13 am
OK bit more information that I have just found. when using the embedded code in my facebook page or from the event organisers website, you can select the number of tickets you want, then you click on the Add to Event Cart button and you get transferred to the the event page on my site. Not the registration page.
There is no mention that you have tickets in the basket. so a user would select the tickets again on my site, then press Add to Event Cart again. This is when you can see you have just doubled up on ticket orders.
so a user then needs to edit the basket. I have just tested the ticket ordering this way and the reservation was successfully recorded in EE and the ticket names where sent to paypal.
Now I did not complete the paypal payment as the reservation has been recorded in EE. But I am still getting the grey bar at the top of the transaction page when I try to delete a payment or apply one manually, or edit the payment.
I have downloaded a fresh copy of EE core and uploaded that and deleted all the old files, just in case one was corrupt or had been changed, but that not helped ither
This event is on Saturday and I now have 8 transactions in my paypal account that are not showing up in EE. I need to get this sorted out. 🙁
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Russell
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August 4, 2015 at 6:25 am
The Embed code error was being caused by the EE Multi Event registration module. So I have disabled that now, and when a user arrives from Facebook or the event organisers site via the embedded ticket selector they are properly taken to the registration checkout page.
Is there anything I can do to try and recall the 8 lost transactions between EE and paypal?
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Josh
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August 4, 2015 at 7:27 am
You can check the transaction logs in Event Espresso > Payment Methods > Logs to find the missing transactions.
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Russell
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August 4, 2015 at 7:37 am
Yes I know, but as I have said, this does not show what ticket has been purchased! https://www.iwanttogotothat.com/eeerrors/5.jpg it just shows the amount, and that its over paid.
The PayPal email is no help as this just has an amount and the EE reg code https://www.iwanttogotothat.com/eeerrors/6.jpg
This events is over 2 days with ticket options for one or both days for children and adults.
So far I have over 100 successful registrations for this event, its just the 8 that I am having these problems with.
I cant add them manually at the moment as I cant update the payments. Let alone know what ticket or combinations of tickets the customer has paid for.
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Josh
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August 4, 2015 at 7:55 am
You can also add the Event Espresso Mini cart Widget to your sidebar to help clarify that there’s already an event in the cart when they arrive from Facebook via the embedded ticket selector.
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Russell
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August 4, 2015 at 8:22 am
Thanks, but for a better user experience I will keep multi event disabled so the registration flows better for these customers.
But is there ANY way, short of emailing the customers, to find out what tickets are sold to the 8 that ee did not save?
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Josh
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August 4, 2015 at 8:41 am
Russell,
You’re looking in the wrong place for the transaction logs. The transaction logs are in Event Espresso > Payment Methods > then click the logs tab.
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Russell
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August 4, 2015 at 9:47 am
Sorry Josh No im not!
http://www.iwanttogotothat.com/eeerrors/4.jpg this is a screen shot from yesterdays missing Transaction taken from EE/Payment Methods/Logs
This is what it looks like when i click on the reg code on the right of the screen http://www.iwanttogotothat.com/eeerrors/5.jpg
I have already posed these screen grabs for you!
Like I say this is for one of yesterdays, the one from today does not appear in EE/Payment Methods/Logs at all! The missing transaction from today was 1464 http://www.iwanttogotothat.com/eeerrors/8.jpg
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Russell
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August 4, 2015 at 10:07 am
When I click on the ID number on the left I see all the information going to and from PayPal on yesterdays I find that “item_name1” shows as “Payment of 33 for 1395-12-1-223f”
On a transaction that has been properly saved by EE i get the ticket name. I guess this is the line that PayPal uses to put into its emails and systems to show users what has been paid for. Because this is the exact wording I had on the email from Paypal for this transaction.
Now my other problem of just getting a grey line at the top of my screen when I try to manually edit, delete or apply a payment method.
I found the same error detailed here: https://eventespresso.com/topic/cannot-delete-transactions/
My site was using English UK so I changed it to English US same problem. I turned off all plugins including some EE ones, still there.
My site runs on twentyfourteen theme so that not it. Cant help by think that the issues are related somehow.
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Russell
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August 4, 2015 at 10:23 am
Checking the Server Error log for the last 5 unsaved registrations I do find the same error with corrisponnding Date/Time stamps to the paypal emails.
All 5 have the same error message. (I have removed the exact path)
PHP Catchable fatal error: Argument 1 passed to EE_Registration_Processor::trigger_registration_update_notifications() must be an instance of EE_Registration, null given, called in /event-espresso-core-reg/core/business/EE_Transaction_Processor.class.php on line 538 and defined in /event-espresso-core-reg/core/business/EE_Registration_Processor.class.php on line 444
The first 3 are different. the 1st and 3rd don’t seam to appear at all in the log but the second one does. But its error message is differnt:
OMNode::cloneNode(): ID invoice already defined in /event-espresso-core-reg/core/third_party_libs/dompdf/include/frame_decorator.cls.php on line 429
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Josh
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August 4, 2015 at 12:56 pm
Have any of these happened since the WP Optimize plugin has been removed?
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Russell
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August 4, 2015 at 1:03 pm
I deactivated the plug-in at about 10am GMT today. But like I said, I had it set to manual not automatic.
But no no lost registrations so far today.
If it is WP optimize it strange that I have had that installed for about 6 months and set in exactly the same way, but the errors only started on the 27th of July. This event has been on the site and tickets selling from April
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Russell
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August 4, 2015 at 1:07 pm
Of the 8 payments from paypal, the first 3 all corectly registered on the site, I thought they where errors because paypal didn’t have a ticket name for them, just said “Payment of xx for xxxx-xx-x-xxxx” just like the unsaved errors.
Only the last 5 have had this error.
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Josh
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August 4, 2015 at 1:39 pm
Hi Russell,
If it’s not WP Optimize, then something else is deleting some of your Event Espresso registration data while the registration is in progress. It may help to review your other plugins installed on the site to see if they also have the capability to delete transients from the WP options table. Any type of caching mechanism that runs garbage collection at intervals would also be suspect.
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Russell
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August 4, 2015 at 2:14 pm
Will look at the list again, but nothing new has been installed in weeks.
I don’t have any Caching on the site or server, one of the first things I checked.
as to not being able to edit/apply/delete payments in the admin screen. Like i said I have deactivated ALL non EE plugins and a few EE ones as well, checked the language setings, but still cant change payment status. any ideas???
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Josh
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August 5, 2015 at 9:35 am
We do have a known issue that we are working on a fix for, where after you update or delete a payment, the payment details table does not get updated until **after** you refresh the page. So after you go to change the payment status, does the status update after you refresh the page?
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