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Updates to custom confirmation email not working

Posted: January 24, 2019 at 1:02 pm


thestarfishalliance

January 24, 2019 at 1:02 pm

On a ticket sale, we send a custom email to the attendee. We went in and updated the content of the email and the system is still sending the old email. Running EE4


Tony

  • Support Staff

January 25, 2019 at 4:07 am

Hi there,

Each message template has multiple ‘contexts’ in which it’s used. F9r example a ‘registraion approved’ message can be sent to the admin, registrant and also the primary registrant.

Each of those contexts can be edited independently so it sounds like you are editing the wrong context, likely the admin context as that’s the default.

See here:

https://eventespresso.com/wiki/messages-system-working-with-message-contexts/


thestarfishalliance

January 29, 2019 at 12:22 pm

I’m editing the correct template, Payment Received the Primary Registrant message. If I use the Send Test button, it is good. Updates are there. When I do a test purchase, the old message is sent out.


Josh

  • Support Staff

January 29, 2019 at 2:26 pm

Hi,

If you’re working with a custom message template (vs. the default template), then you’ll also need to assign the custom message template within the event. Is the custom message template selected within the Event editor?


thestarfishalliance

February 4, 2019 at 8:24 am

Yes, we are using the custom templates and everything is assigned correctly. When we first set it up, everything worked fine for months, until we edited the custom message being sent out. If we click the send test button it works fine and the edited message is sent out. On purchase, the old message is sent. Our whole issue is with the message not updating on edit.


Josh

  • Support Staff

February 4, 2019 at 8:53 am

The message not updating on edit would likely be a validation. After you’ve made the edits, then click save, is there a validation error printed at the top of the page?


thestarfishalliance

February 4, 2019 at 8:56 am

I go back in later and the template edits are saved just fine and look good. No error on save.


Josh

  • Support Staff

February 4, 2019 at 8:58 am

OK, so the message is updated on edit? May I ask are there more than one custom message templates you’re working with?


Tony

  • Support Staff

February 4, 2019 at 9:02 am

Can you please add a screenshot of the page you are editing the template on?

For example – https://monosnap.com/file/e4z2fcDew3x8iB1Npd5SbktI6RdPOc

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

It still sounds you are either on the wrong context, or editing the wrong message template (for example a custom template is in use on the event and you are editing the default template).

Does the event have a custom message template set on it?

You can view that in the event editor (Event Espresso -> Events -> {click the event}), then at the bottom of the page in the notifications section look at the ’email’ tab, does it say ‘Global’ for all of the messages?

Like this – http://take.ms/xojt1F


thestarfishalliance

February 4, 2019 at 9:03 am

Yes, the updates are saving fine. Working with only 1 template. I’m going in and creating a new template now, want to see if that works. I need to get this fixed ASAP.


thestarfishalliance

February 4, 2019 at 9:11 am

How do I delete a custom notification template? I tried making a new custom template and it still fails to work. I’m done. time to find a new plugin.


Tony

  • Support Staff

February 4, 2019 at 9:37 am

How do I delete a custom notification template?

Currently, in the latest version of EE there’s a bug preventing the link to delete custom templates from displaying, we’ve fixed in the next version of EE.

I tried making a new custom template and it still fails to work.

I’ve just tested using a custom message template for payment received (as you mentioned that above) and its working for me so this is going to be a config issue, that we can help you with, but you’ll need to work with us.

I’m done. time to find a new plugin.

We are here to help and can find the problem but only if you are willing to work with us to find the problem.

I’m happy to take a quick look in the admin if you prefer? If so you’ll need to send login details using this form:

https://eventespresso.com/send-login-details/

If you have multiple events don’t forget to include details of the event I need to look at in the message section of the above form.


thestarfishalliance

February 4, 2019 at 10:08 am

Info sent.


Tony

  • Support Staff

February 4, 2019 at 11:14 am

This was resolved via email but just adding details here in case anyone runs into something similar.

The correct custom ‘Payment Received’ template mentioned above was actually being triggered, however, the payment received email is only triggered when an actual payment is received and a notification is sent to Event Espresso from the payment provider. A single registration could have multiple payments (although we don’t’ currently support this on the front end) so a ‘Payment Received’ email should basically just be an acknowledgement of that payment and not used as a registration confirmation email.

The ‘Registration Approved’ email is the message template triggered when you register onto an event and pay in full (or the event is free), that email can be considered a ‘confirmation email’ and can include all of the event details needed as if your Registration is Approved, you apply to the sold values for the event regardless of payment status.

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Updated by  Tony 2 months, 2 weeks ago ago

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