Support

August 8, 2019 at 12:59 pm

Hi,

May I ask what price does the payment options page show? In other words, after you complete the registration form the next step shows the breakdown of the line items. Does it show the correct price there?

August 15, 2019 at 7:31 am

Josh – NOt only are the products there, but when I click update it is adding more of the exact name into Infusionsoft. See image here https://www.screencast.com/t/xNPVYyCV

So just by clicking to edit the event, making no changes at all and just hitting update you get an additional duplicate product in InfusionSoft?

Where do I find the payment options page?

If you add a test registration onto that event, proceed through the attendee information step and it’ll show you payment options. Does everything look correct there with the correct price/breakdown shown at the top?

—

Do you have an order for the above registration in InfusionSoft?

Can you find the contact for the above user in InfusionSoft?

August 15, 2019 at 12:39 pm

Yes – as per the screenshot – shown it created exact products without an update.

The screenshot shows is 4 products with the same name but you can have products with the same name without them being duplicates of the same ticket.

It was creating 2 products for the events, as I had a typo in one ticket type.

Updating a ticket should not create an additional ticket, the ticket is linked to the product when its created, so changing the text should update the product, not create a new one.

See here, event created with 2 tickets – https://monosnap.com/file/CgmvWXIItAkVpTiFi205VchSPUxLrG

In IS I have 2 products – https://monosnap.com/file/rKjQWFNq2q9ZmdE0sBRRYj6RF6j0bV

Update the tickets to have ‘Update’ on the end of the name in EE and in IS those products update – https://monosnap.com/file/Qv9ieHiq9PVbLtsn3CbvYuhxL2RS3y

Ifs that doesn’t happen on your site there’s an issue with saving the product ID to the database on your site.

Went to Infusionsoft and deleted ALL of the products with that name – then went back to EE and updated the event again (NO Changes) to get it back into Infusionsoft.

Be careful deleting products/contact/orders in IS.

EE saves the ID of the product it created and links it to the ticket, removing that product breaks the relationship and the above only worked because the IS add-on triple checks the ID linked to the ticket and if it can’t find one creates a new one.

Registrations are now coming through correctly, but this has now happened on 2 different events set up in EE.

Do you know the steps to reproduce the problem as so far I’ve not been able to/

Langdon and Strathmore (That when people starting registering it did not charge it correctly, and then created a second event.) I have followed the same steps to make sure that it would accept registrations and processed the extra charges directly inside of Infusionsoft.

How are you creating the tickets in the event originally? What the exact steps taken when you create a ticket? It sounds like something is breaking during the initial creation (the relationship for the product) on your site but again I’ve not bee able to reproduce.

After I do this it seems to work okay – but we are now live on all events and I need to additional dates (ticket types later on) AND I am not sure if it will create new products again doing it this way.

It should do with tickets, but I still advise against it.

I have done a recording of a test on an upcoming event…

The payment options on that step look correct, but if thats a working event it doesn’t help unfortunately.