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Ticket status sold out but no tickets sold

Posted: March 2, 2018 at 7:43 pm


movingbodies

March 2, 2018 at 7:43 pm

Event Espresso 4.9.57.p / WordPress 4.9.4
Looking at our online calendar, I am finding some of our tickets are showing as sold out but I can’t see any transactions for these and so am not sure how to return the status to available.
For example, on our website as per the link below, Saturday 28 April and Sunday 29 April – https://www.movingbodies.com.au/gymnastics-party-bookings/ is showing as sold out. There are no transactions that I can see to reflect this.
Would you have any suggestions as to how I correct this. Thank you.


Josh

  • Support Staff

March 5, 2018 at 11:26 am

Hi there,

Those tickets may have been reserved and did not get released as expected. You can force them to be released back to available inventory by going to Event Espresso > Maintenance > Reset, then you click the Reset Ticket and Datetime Reserved Counts button.


movingbodies

March 5, 2018 at 7:39 pm

Does this allow you just to reset the ones that don’t have tickets sold? It won’t release all bookings?
Also if this was the case, I thought there was a ‘holding’ period then automatic release, but they still show as sold out which would mean that the timeframe has been for at least four days?


Josh

  • Support Staff

March 5, 2018 at 8:00 pm

Does this allow you just to reset the ones that don’t have tickets sold? It won’t release all bookings?

That’s correct.

Also if this was the case, I thought there was a ‘holding’ period then automatic release, but they still show as sold out which would mean that the timeframe has been for at least four days?

Normally they’re released after the holding period but we’ve seen it happen where some servers have wp_cron() disabled with no alternative cron scheduler set up, so the tickets never get released automatically.


movingbodies

March 6, 2018 at 12:05 am

So if I select Reset, there will be an option to enter dates from there? Sorry I am not overly familiar with the program and don’t want to risk losing all the current bookings without clear instruction.
Thank you.


Josh

  • Support Staff

March 6, 2018 at 7:18 am

You will not risk any current bookings and there will be no option to enter dates. The reset button only resets the temporarily reserved tickets. It does not reset bookings.


movingbodies

March 8, 2018 at 5:51 pm

OK thank you, I will give it a try.


movingbodies

March 8, 2018 at 6:11 pm

I have just done this and got the message that everything was correct and did not need resetting. The dates in question still show as booked. Is there something else to try?


Josh

  • Support Staff

March 9, 2018 at 10:25 am

If you go in to edit the event, then click publish, does the event continue to stay sold out or does its status change back to “Published”?


movingbodies

March 10, 2018 at 5:12 pm

Do you mean go into the specific date I’m trying to clear as there is no event? That’s where I’m having trouble trying to clear the dates as they are not showing in Registrations for me to edit or delete. Is this where you mean?


Josh

  • Support Staff

March 12, 2018 at 8:04 am

You go to Event Espresso > Events, then find the sold out event, go to edit it, then click Publish. If your site has another label for “Events” then you go to edit the sold out equivalent.


movingbodies

March 13, 2018 at 11:21 pm

OK I can see where you are saying, so I can now access the events however the dates I have just checked that are showing as sold out on the online calendar, are not showing as sold in the events calendar. They are showing as having 1 ticket quantity available and 0 sold. I just checked April and the Events dates match what I have as correct, but the online calendar does not match the Events calendar. Suggestions please?


Tony

  • Support Staff

March 14, 2018 at 6:48 am

Can you post a screenshot of both sections so we can see what you are referring to please?

https://eventespresso.com/wiki/troubleshooting-checklist/#screenshots


movingbodies

March 15, 2018 at 6:28 am

This link is to a word doc which has the relevant screen shots – April calendar dates in question and Events page for April. I hope you can access it.

https://1drv.ms/w/s!Akua_XzviDdIiDk_tGlhUHIHuYB9


Tony

  • Support Staff

March 15, 2018 at 3:26 pm

Hmm, ok.

Do you have limits set on the datetimes those tickets are assigned to?

Can you also add a screenshot of the datetime section?

If a datetime assigned to multiple tickets hits its limit, all of the tickets on that datetime will show sold out.


movingbodies

March 16, 2018 at 4:01 am

OK here’s the datetime for April, hoping this is what you mean.

https://1drv.ms/w/s!Akua_XzviDdIiDrO84zZaZrJaGVx

I have not been involved in the set up of this program, hence a little unfamiliar with all of this.


Tony

  • Support Staff

March 16, 2018 at 4:46 am

I have not been involved in the set up of this program, hence a little unfamiliar with all of this.

That’s ok, EE takes a little getting used to 🙂

So the problem is the limit value on the datetimes.

A quick explanation, a datetime is an ‘instance’ of an event, so that could be a specific date (which it is in your case). If you set a limit on a datetime, that’s total amount of any ticket sales that can take place for any of the tickets assigned to that datetime.

So in your case lets use the ‘Sunday 8th April’ tickets as example, theres 2 of them right? Each of those tickets has a limit of 1, so only 1 of EACH of those tickets can be sold – http://take.ms/ikIvV

However, I’m assuming those tickets are only assigned to the Sunday 8th April datetime (which they should be) – http://take.ms/MT4o1

Notice how that datetime has a limit of 1? Meaning if a single ticket from ANY of the tickets assigned to that datetime are sold, that limit is reached so the datetime is sold out, when the datetime is sold out, all of the tickets assigned to is are sold out.

That datetime needs the limit set to 2, the datetime limit is the total ticket sales for that day in your case. You want a qty of 1 on each of the tickets themselves so that only one person can book a specific time slot, but as you have multiple time slots you need a higher limit on your datetimes.

Does that make sense?

I’m assuming you know you can edit each individual ticket (the cog icon on the ticket row) and set which datetime(s) the ticket applies to, and that’s already been setup correctly?

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Updated by  Tony 3 months, 1 week ago ago

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