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Transaction and Registration not showing

Posted: March 2, 2018 at 8:14 pm


txhomedecor

March 2, 2018 at 8:14 pm

Hi,
We have a transaction email as well as proof of payment for an event, but the person is not showing up as registered nor is the transaction showing in EE. I’ve tried searching the logs, etc, but cannot find the cause or reason for this. We’ve also had others register as well as tested our own registration and it is successful. We’d like to find the cause of this to prevent it from happening in the future and can give the team access as required. As the event is approaching, we’d also like to take care of this sooner than later.

Thanks,

Design & Mine


Josh

  • Support Staff

March 5, 2018 at 11:28 am

Hi there,

May I ask do you have a database backup from the day or day after the transaction date?


txhomedecor

March 5, 2018 at 12:03 pm

The transaction date occurred on February 21. The closest backup I have is February 23. I can either give you temp access or can upload that and the 2 email confirmations that were sent out. Let me know which is easier on your end.

Thanks Josh.


txhomedecor

March 5, 2018 at 12:04 pm

Also for the short term, is there a way to add the registrant to the class as the transaction has already occurred?


Josh

  • Support Staff

March 5, 2018 at 12:20 pm

Hi there,

We’ll actually need both temporary access and the database backup to compare. You can complete the secure form on this page and include a download URL for the database backup.

You can add the registrant to the class by going to Event Espresso > Events, find the row of the event, then click Registrations, then click Add New Registration.


txhomedecor

March 5, 2018 at 12:46 pm

access submitted through the link. The backups can be seen through Settings -> UpdraftPlus app on the admin page.


Josh

  • Support Staff

March 5, 2018 at 12:56 pm

May I ask can you send a transaction ID or any other identifying information about the missing transaction?


txhomedecor

March 5, 2018 at 1:21 pm

Registrant Details:
*redacted*
Date: March 17, 2018 6:00pm

Keep in mind that this code does not link to the correct registration and we can’t see the Registrant in the events page either.

  • This reply was modified 3 months, 2 weeks ago by  Josh. Reason: removed personal information


Josh

  • Support Staff

March 5, 2018 at 1:55 pm

No transaction ID? The reason I ask is there were no transactions recorded on Feb 21. On Feb 20 transactions ID 1136-1140 were recorded, then on Feb 22 transactions ID 1141-1143 were recorded. The database backup has the same data.


txhomedecor

March 5, 2018 at 2:00 pm

exactly. that’s the strange part. but the money transaction took place and the email was sent out with confirmation. is there somewhere I can attach those?


Josh

  • Support Staff

March 5, 2018 at 2:07 pm

You probably need to deactivate the SiteGround caching plugin. A related support topic was opened 3 weeks ago and in the end, Siteground advised to disable their caching plugin because it was interfering with the session state.


txhomedecor

March 5, 2018 at 2:11 pm

i’ll take a look at that. weird that it’s only happened once though.


Josh

  • Support Staff

March 5, 2018 at 2:45 pm

It’s a rare occurrence because the timing of the critical moment of the registration process would have to happen exactly at the same time the caching’s garbage collection runs.


txhomedecor

March 5, 2018 at 2:53 pm

gotcha, that makes sense. thanks for the link – wouldn’t have thought to search for that.


txhomedecor

March 6, 2018 at 8:02 pm

Followed the instructions on link you mentioned above and hopefully that will solve the issue. Happily, it occurred only once and seems more a timing factor than anything else between the caching and the transaction occurring at the same time.

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Updated by  txhomedecor 3 months, 2 weeks ago ago

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