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edwardkay
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October 1, 2024 at 4:58 am
We have an event with one ticket type. There are 68 approved registrations.
The ticket shows 100 tickets have been sold, but 68 registrations – see https://drive.google.com/file/d/1MoXz4Ymy1Bj6QS_xZvRxaN_-FcdTzTEA/view?usp=sharing
Clicking on both the ‘sold’ and ‘reg list’ links takes us to the registrations – where there are 68 rows.
There are no registrations with multiple tickets. The max quantity per ticket is 1.
This was causing an issue as we had set the max quantity of tickets (event capacity) to 100, and then the event was showing as sold out. This is incorrect as there are only 68 registrations.
Why is there the discrepancy here? Where does the ‘100 sold’ number come from?
Thanks
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Tony
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October 1, 2024 at 5:08 am
Hi there,
Which payment method was/is primarily used for those registrations?
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Tony
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October 1, 2024 at 5:16 am
Actually, ignore me … I completely missing it’s a free ticket.
With that event editor open in one tab, open another and go to Event Espresso -> Events -> Default Settings.
Set Activate Advanced Editor? to Legacy editor and save.
Now refresh the event editor you had open previously.
Can you add a screenshot of how the Ticket & Datetimes section looks here?
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edwardkay
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October 1, 2024 at 6:53 am
Thanks for the speedy reply.
Please see https://drive.google.com/file/d/1TDScu1tJOXygFuPR2sqQrWrKxgOnSQO1/view?usp=sharing
The tickets with a black label are our default tickets. They’re not used on this event.
The sold / registered numbers for the free ticket have increased by 3 as we’ve had 3 more registrations since I opened this thread.
(For paid tickets we use Stripe).
Thanks
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Tony
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October 1, 2024 at 8:00 am
Hmm, there’s something strange here.
Although you’ve mentioned the expired tickets aren’t used on that event, there are registrations linked/sold within that event for them.
The total of the sold values from all of the tickets equals the total amount of sold on the datetime, so these aren’t just random numbers from something else.
What’s the history of that specific event inside Event Espresso?
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Tony
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October 1, 2024 at 8:02 am
Can you post a link for that specific event?
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edwardkay
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October 1, 2024 at 8:36 am
I see what you mean re the totals.
I’m not sure of the specific history of the event. (It was set up by another team member who is away at the moment). We’re on WP Engine so we don’t have post revisions available.
Is there any specific data I can provide re history that would be helpful?
(I’ll send the URL in a private reply)
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edwardkay
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October 1, 2024 at 8:37 am
This reply has been marked as private.
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Tony
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October 1, 2024 at 8:54 am
Hmm, hard to say really.
I’ve seen something like this happen with Paid registrations when using PayPal Standard, what could happen there is the user could return from the site at the same time the IPN would hit, causing the sold value to be incremented with both requests and that over time would add up.
I’ve never seen this happen with Free registrations (that’s why initially I assumed it was a paid ticket).
Have any attendees been moved using the attendee mover add-on on this event?
And Imports using the importer add-on?
I’m just running through possible causes to see if we can narrow this down a little.
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edwardkay
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October 1, 2024 at 9:55 am
This reply has been marked as private.
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Tony
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October 2, 2024 at 6:34 pm
Unfortunately not, nothing stands out within that code as problematic.
Can you set up a new, clean test event to run registrations on and see if this can be reproduced there?
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edwardkay
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October 4, 2024 at 2:53 am
Hi Tony,
Many thanks for reviewing the code, appreciate it.
I tried creating a new event as you suggested, and noticed that before I even saved the event, many of the ticket types have a value in the sold field that corresponds to the discrepancies we’re seeing. See https://drive.google.com/file/d/107ZwM5Ws0m7J0rkPhRXeWw1EDiSXjDQz/view?usp=sharing
Where are these sold numbers coming from, given it’s a new event?
Would it just be a case of resetting it to 0 somehow?
PS: I’m a dev so am very comfortable with code / DB data edits. I also have a local dev copy of the site where we can experiment if needs be. This screenshot is from my local dev copy, so it has the same issue. Thanks
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Tony
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October 4, 2024 at 2:57 am
Yeah, that shouldn’t happen.
Did you create a brand new event, or duplicate another?
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edwardkay
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October 4, 2024 at 3:08 am
I created a brand new event: Events -> Add new event.
The TKT_sold values for the new ticket records added to the event in the DB are non-zero: https://drive.google.com/file/d/1V7FnzAFawOnL7-OAgs5lYXb9diq_lRwy/view?usp=sharing
I added another brand new event, and that had further new rows in wp_esp_ticket table, again with the same non-zero TKT_sold values.
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Tony
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October 4, 2024 at 6:06 am
Ok, I can reproduce this, it’s from creating default tickets from existing tickets that already have a sold count, the default ticket copies the value to the DB and then the tickets create from those then use the value.
I’ll create a ticket to fix this.
On your local site, open the esp_ticket table, search for any rows where TKT_is_default = 1:
SELECT * FROM 'wp_esp_ticket' WHERE 'TKT_is_default' = 1 ORDER BY 'TKT_is_default' ASC
Your DB prefix may be different, mine on this site is wp_
I’m guessing you’ll how a row for each of these:
https://drive.google.com/file/d/107ZwM5Ws0m7J0rkPhRXeWw1EDiSXjDQz/view
And the TKT_sold value of each of those default rows matches the above.
If so, edit each of them (again only the rows where TKT_is_default == 1 and set TKT_sold to 0.
Then create a new event… now you should have 0 sold on all of those new tickets within that event, correct?
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edwardkay
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October 4, 2024 at 6:39 am
Thanks Tony. That is correct.
The default tickets did have a non-zero value for TXT_sold. I ran UPDATE wp_esp_ticket set TKT_sold = 0 WHERE TKT_is_default = '1', and then when creating a new event the sold count was 0 as expected.
I presume it’s safe to run this update on our production site and so resolve the issue? Are there any potential side effects in EE I should be aware of? (I’ll take the usual precautions of a backup prior to the change).
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Tony
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October 4, 2024 at 6:45 am
None that I can think of, default tickets should not have a sold value set and I think any fix we add will be to first set the sold value to 0 when creating a default ticket but also make sure that when we use a default ticket we also set sold to 0 at that point on the tickets created from defaults.
It doesn’t make sense to have defaults with sold values so nothing comes to mind for side effects.
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edwardkay
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October 4, 2024 at 6:54 am
Agreed.
Thanks for the confirmation, and for all your help on this issue. I’m pleased there was a clear resolution and that a broader fix is in the pipeline. Really appreciate it. Have a lovely weekend when it comes.
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Tony
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October 4, 2024 at 7:08 am
You’re most welcome and thank you, the same to you 🙂
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