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Bauholz
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October 8, 2024 at 4:10 am
A client is facing an issue where tickets are being marked as “sold out” prematurely in the admin area. This appears to be happening each time a ticket is sold for this event.
- They have a ticket with a quantity of 7. After selling 2, the ticket was marked “sold out” after the 3rd sale.
- Re-saving the event clears the “sold out” status, but it reappears after each ticket sale.
- It’s unclear if this issue affects multiple events/tickets or just this one.
- The issue was spotted soon after we updated to EE v5.0.27.p.
Do you know what might be causing this behaviour? I’m reluctant to make changes on the live site to test further, but let me know if you need any more information from me.
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Tony
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October 8, 2024 at 4:20 am
Hi there,
I assume you’re using the Advanced editor?
https://eventespresso.com/wiki/new-advanced-event-editor/
If so, go to Event Espresso -> Events -> Default Settings and change ‘Activate Advanced Editor?’ to Legacy Editor. (Do this in another tab so you can switch back easily when done)
Now edit the event again and take a screenshot of DateTime ad Tickets section.
Post that here, please.
https://eventespresso.com/wiki/troubleshooting-checklist/#screenshots
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Bauholz
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October 8, 2024 at 10:47 am
Hi Tony and thanks for your reply.
I’ve posted the screenshot here
I’ve highlighted the affected date/time and ticket – it looks like there are 3 reserved tickets, which are likely to be the cause…! How do I access these and remove/resolve them?
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Bauholz
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October 8, 2024 at 10:47 am
Hi Tony and thanks for your reply.
I’ve posted the screenshot here
I’ve highlighted the affected date/time and ticket – it looks like there are 3 reserved tickets, which are likely to be the cause…! How do I access these and remove/resolve them?
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Tony
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October 8, 2024 at 1:14 pm
Reserved tickets are tickets in a current session (by default that’s 1 hour) so a user selects the ticket and it is reserved until they either complete the registration or their session expires.
If the reserve count is not being released it means either:
Your tickets are in-demand and are actually being released but then the next user is selecting the ticket and placing it in reserve again.
Or WP_CRON isn’t running (or not running reliably) to release the tickets.
You can test if you have tickets in session by going to:
Event Espresso -> Maintenance -> Reset/Delete Data (tab at the top).
Click on ‘Reset Ticket and Datetime Reserved Counts’ only.
Pay attention on that page, clicking other options there can cause you to lose data so make sure you click the right section!
Now go back to the event editor (refresh if in another tab), is the reserve count the same?
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Bauholz
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October 9, 2024 at 7:02 am
Thanks – that was really helpful, and helped us to identify the source of the problem (it was a temporary surge in tickets being added to carts but not purchased).
Thanks again for your help with this – the info about the reset/delete data tab is really helpful too.
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Tony
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October 9, 2024 at 7:34 am
You’re most welcome, I’m glad you found the cause 🙂
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