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User emails being sent to an old address

Posted: November 19, 2022 at 3:41 pm


FRAdmin

November 19, 2022 at 3:41 pm

Some Users being sent their Registration Approval emails to an old email address, not the one in their current User details.

i.e. If I look at the User via the ‘Users’ menu, they have their correct current email address, but if I click on the ‘Edit Contact’ icon next to their registration which has been approved, and look at the ‘Contact Details’ box on the right, it is showing an old email address, not used for a couple of years at least.

Could you please let us know why this is happening, and how we can put it right.


Tony

  • Support Staff

November 21, 2022 at 3:34 am

Hi there,

The WP_User account and the EE_Contact are 2 separate entities, they are linked within EE using the User ID but are stored separately.

It sounds like users have updated their email address outside of Event Espresso’s registration form, so now when they register it pulls in the details from their EE_Contact which are outdated.

When registering I assume these users see the old email address on the registration form?

Can they not update that during registration (which should then update the EE_Contact for any future registrations)?


FRAdmin

November 21, 2022 at 5:41 am

I don’t quite understand what you are saying about users updationg their email addresses. What we currently do is if we are notified of a change of address (by email), we edit the ‘User’ and amend the email address. Our Users register once, when they first attend their first one of our annual events, then use the same registration for future years i.e. they don’t re-register each year.

If this is what is causing the problem, how should we go about updating the email address when notified of a change?

p.s. I have just changed the emaiol address on our EE account as the one that was getting notifications previously (inclduing for your reply above) is for someone who no longer works for us. I hope this doesn’t cause any confusion.


Tony

  • Support Staff

November 21, 2022 at 6:01 am

Our Users register once, when they first attend their first one of our annual events, then use the same registration for future years i.e. they don’t re-register each year.

By re-register do you mean a new WP user account?

Do they not ‘register’ onto a new EE event each year? I’m assuming that’s what is happening for them t get the registration-approved email sent to the wrong address.

If this is what is causing the problem, how should we go about updating the email address when notified of a change?

Yes, that’s the issue.

Changing the email address of the WP User account will not automatically update the EE_Contact currently. So when doing this you need to update both the WP User account and the EE_Contact with the correct email.


FRAdmin

November 21, 2022 at 6:22 am

How do I access the EE_Contact? I can’t see it on the EE Dashboard menu.


FRAdmin

November 21, 2022 at 7:05 am

Do I have to find their registration from a past event, click on the then update the Contact via the ‘edit contact’ icon? Surely yhere must be a better way than this?


Tony

  • Support Staff

November 21, 2022 at 8:23 am

When you edit a user, if that user account is linked with an EE_Contact there will be a link on the edit profile page.

Like this: https://monosnap.com/file/78fo284JYOIIoSLtFGm6Aeg2rsC4ZJ

I assume you are editing their profile through the Dashboard?

So Dashboard -> Users -> {user} -> Edit.

At the bottom of that page you should see the above button and a list of registrations linked to that account.

Click view contact and it takes you to the EE_Contact.

Is that what you are looking for?


FRAdmin

November 21, 2022 at 9:12 am

I can see that as your screenshot shows, and I can view the linked ‘contact’. Previously I have never looked at one where the email address in the ‘contact info email’ in User has been different to the ‘contact email’, so it never occurred to me that they could be different. In future I’ll make sure we update both.

But I do not understand why there can be two different contact emails for the same person – why doesn’t updating one of them update both, as it seems unlikely that someone would request to change their ‘User’ email address, and not want all future emails to go to that address?


Tony

  • Support Staff

November 21, 2022 at 3:59 pm

Actually, I checked the code for the add-on and it hooks into the profile update page and will sync changes to an EE_Contact that is linked to a WP User account already.

I tested this by changing a WP User account on a test site and it updated the linked EE_Contact.

EE uses the EE_Contact details when generating emails so this will be an issue with the WP user account changes not syncing with the EE_Contact, but how they aren’t syncing I’m not sure.

Do you use a Membership plugin at all? OR have a member update area other than within the admin?

But I do not understand why there can be two different contact emails for the same person – why doesn’t updating one of them update both, as it seems unlikely that someone would request to change their ‘User’ email address, and not want all future emails to go to that address?

Basically because they are 2 separate entities.

EE_Contacts exist regardless of WP_Users, some of our EE users don’t use the WP user integration add-on and so don’t use the WP_User linked with contacts at all.


FRAdmin

November 22, 2022 at 6:17 am

The only plug-in used that looks relevant is ‘Event Espresso – WP Users (EE4.6+)’. Within this, ‘Always sync contact information with WP user profile?’ is set to ‘Yes’.

There are no membership update areas other than the standard ‘Users’ menu option.


Tony

  • Support Staff

November 22, 2022 at 6:37 am

Within this, ‘Always sync contact information with WP user profile?’ is set to ‘Yes’.

This doesn’t matter within the admin, it hooks into the profile_update hook and syncs the details regardless.

There are no membership update areas other than the standard ‘Users’ menu option.

Then unfortunately I can’t tell you how those records have now remove out of sync but to fix the Registration Emails the EE_COntact needs to match the WP User account if it has been updated somewhere.


FRAdmin

November 22, 2022 at 10:44 am

Thanks for the update. It sounds like we’ll never know how it’s happened, but will keep an eye on it in case it’s an ongoing problem.

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