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ty bonlando
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September 19, 2023 at 8:20 pm
Hello…me again…
This is the first time selling tickets to our festival on EE version 5, and in the last few days since launching we have received 3 emails saying their payment did not go through, so they tried again. They then realized that their payments went through (some retried 3 times) when the confirmation emails went through.
These are done with Stripe.
I had thought I solved it as we were on Legacy for the first 2 issues, but then it just happened again on Enterprise.
This is not happening often as other purchases have gone through ok – i’m currently trying to replicate the issue with a test page using $1 tickets, and i’m unable to thus far.
Any ideas?
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Tony
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September 20, 2023 at 2:27 am
Hi there,
I had thought I solved it as we were on Legacy for the first 2 issues, but then it just happened again on Enterprise.
Legacy and Enterprise? What are referring to here, please?
Do you mean the Legacy and Elements integration type within the Stripe payment method?
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If you open the EE transaction for one of these users (Event Espresso -> Registrations -> {find registration} -> {click on TXN Date column value}).
Does it show the multiple payments there?
Does it show anything you would consider an error/warning in the ‘gateway response’ field for those payments?
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ty bonlando
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September 20, 2023 at 10:44 am
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Tony
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September 20, 2023 at 12:01 pm
What error is it that they are shown?
If they don’t show multiple ‘payments’ within a transaction then it sounds like its not a ‘Stripe’/Payment error, but a server error thrown after the payment has been complete, leaving them believing it did now.
Any errors in your server error logs around the same time these payments were made?
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ty bonlando
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September 20, 2023 at 2:23 pm
This reply has been marked as private.
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ty bonlando
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September 20, 2023 at 2:40 pm
This reply has been marked as private.
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Tony
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September 20, 2023 at 3:54 pm
The error shown says “This registration step could not be completed. Please refresh the page and try again”
If you are getting that error is usually means there is a fatal error being thrown on that request, that would usually be logged within the PHP error logs.
Try enabling WP_DEBUG_LOG using this snippet:
https://eventespresso.com/wiki/troubleshooting-checklist/#wpdebug
That goes in your site wp-config.php file and replaces the single line that is usually:
define( 'WP_DEBUG', true );
it also turns out this same error happens with PayPal. So it’s not limited to stripe.
Then it’s a server error rather than a payment error.
We’ll need the full error being thrown from the logs to narrow this down as it could be anything currently.
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ty bonlando
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September 20, 2023 at 4:35 pm
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Tony
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September 20, 2023 at 9:58 pm
The line right above that sack trace would be a fatal error, can you add that here please.
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