Support

August 13, 2019 at 8:06 am

Hi there,

There is no time limit within EE for how long the promoted registration has to finalize. That text was added to the email so the user is aware they need to either register or contact the admin before their place is lost to the next person.

The time given to the user is up to you, the admin, you can manually set that registration to be cancelled and the next person in the queue will be promoted.

August 14, 2019 at 6:35 am

If a user contacts us and doesn’t want to sign up, we simply set it as cancelled and does the add-on auto promote the next person in the queue?

Yes, but to trigger the promotion you’ll need to cancel the registration and then open/refresh the event editor (if you have it open in another tab) to trigger promotion of the next registration.

I’ve also noticed there isn’t an email sent to the admin when the user signs up. Is that normal or should it still send the ‘Registration Approved’ email?

At which point is this?

Is this when the sign up as a waitlist registration or after they have been promoted and used the link in the email to pay?

August 14, 2019 at 6:57 am

Hmm yeah, that should be triggering the email.

There’s technically no difference to any normal registration switching from Pending Payment to Approved, a waitlist is a normal registration with a status of Waitlist, its then promoted to ‘Pending Payment’ and when they pay it will switch to Approved and so should trigger the emails.

Double check that your ‘Event Admin’ context is enabled on the Registration Approved template (Event Espresso -> Messages -> Default message templates -> Registration Approved, check that the ‘Event admin’ link is blue and not grey)

August 15, 2019 at 3:04 am

So to clarify, is it sending the email to the registrant but not the admin, or is it not sending the emails to either?

When I replied yesterday I ran a test on a couple of test sites to confirm this worked, heres one of them – https://monosnap.com/file/CAP1QMSKTTUdPUpmf2Z7SPWQMkrPu9

If you find the registration in Event Espresso -> Registrations
(View viewing the registrations for an individual event in Event Espresso -> Events -> {hover over event} -> Event)

In the actions column you’ll have an icon for that registration (see HERE), click that and EE will list all of the messages saved in the system for that registration.

Can you add a screenshot of that list here? You can set the post to private as it will show both your email and your registrants.

August 15, 2019 at 3:41 am

That doesn’t look like it’s a filtered list for a registration that shows the problem, it looks like a list of all messages as there’s registration cancelled messages etc.

Did you click the above icon on a registration that was a waitlist registration which then paid and didn’t trigger an admin email?

August 15, 2019 at 5:14 am

OK, so the registration for that user (the one that was waitlisted) now has a status of Approved?

Which payment method did they use?

It may be quicker for me to take a quick over the registration so if you prefer for me to do that you can send temp login details using this form:

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

(Note if doing that, I’ll need at least the REG ID of the registration I need to look at)

August 15, 2019 at 7:04 am

There isn’t a payment, it’s a free event.

Ok, that’s the problem.

The auto-promotion function is checking if the transaction is free and if so it marks the registration as approved.

So when the user clicks through to ‘Finalize’ their registration they are already approved, SPCO checks this and doesn’t ‘retrigger’ the Approved emails as they would be duplicates.

Switching the status to Approved on promotion for free tickets was/is intended, but I understand the lack of messages makes that a problem.

I’ve created a ticket to investigate this further.