Additional ticket info not submitted

[aussieaths]

Hi,

my client has has a user purchase 2 tickets to an event/program. Each ticket requires additional info. In the backend the additional info came through for one purchase but not the 2nd.
I have attached a screen shot. You can see there is no “view details” link.
Just wondering if you know how this is happening?
Here is a link to the actual event page: https://www.aussieaths.com.au/program/term3-aussie-aths-active-prep-grade-2/?tickets_process=#buy-tickets

Also a second item while I’m here.
When setting up a Ticket in the advanced section the start/end sale dates for a ticket aren’t working properly. I get an error saying “Start sale date cannot be greater than End Sale date”
if the first number in the start date (the day) is higher then the end date then it will fail – even if the year of the end date is well into the future. It only seems to look at the first number. I have attached an image.

Thanks for your help.

[Jaime Marchwinski]

Hi Owen,

Thanks so much for reaching out!

Let’s address one issue at a time here, to make sure we fully resolve each issue separately.

To start, I am unable to replicate the first issue that you are describing.  In other words, when I purchase two tickets with attendee information on my test site, the attendee information appears for both attendees.

In this case, as a first step, let’s try to rule out if there is some type of conflict at play.
This is usually because of:

• A conflict with another plugin
• A conflict with your WordPress theme
• A template customization for the Events Calendar that requires updating

When it comes to that type of issue, it is preferable to troubleshoot in a staging environment if you have one.

A first quick test is to simply temporarily revert back to a default WordPress theme such as twenty-sixteen to see if the issue persists.

The next step would be to go through our testing for conflicts procedure and let us know what you find out.

Basically the goal here is to revert back to a bare WordPress installation to see if the problem persists. It also allows us to pinpoint what the cause of the issue is.

But, before you do that, there are 2 things I would advise:

• Make a backup of your database
• Consider activating a “Maintenance Page” plugin if you are doing this on your live site (to minimize impact on your visitors)

Let me know how that goes!

 

Thanks,

Jaime

[aussieaths]

Hi,

I haven’t managed to replicate the issue either. All other forms have submitted successfully but I was just hoping you maybe had an idea on how this might happen considering the rest of the sign up & payment process worked fine.

Anyway, is there a way to edit the info submitted via the addition info form. For example we have a form where the parent is booking their child in for an event and they enter their own email address instead of the participants email address. Is there anyway for me to update the email address that was submitted (either in WordPress or directly in the database via phpMyadmin?)

cheers

[Jaime Marchwinski]

Hi Owen,

You can change the email address submitted by using the third-party plugin User Switching.

Let me know if that helps!

 

Thanks,

Jaime

[aussieaths]

Hi,

that plugin is for swicthing users. I’m not sure if you read my question properly….

Is there a way to edit the info submitted via the additional info form. For example we have a form where the parent is booking their child in for an event and they enter their own email address instead of the participants email address. Is there anyway for me to update any of the info that was submitted (either in WordPress or directly in the database via phpMyadmin?)

cheers

[Jaime Marchwinski]

Hi Owen,

The best way for you to edit the information that is submitted by your users is to switch to that user and edit the information as that user from the front end.

Let me know if you have any further questions on this issue!

 

Thanks,

Jaime

[aussieaths]

Hi again,

i think there is still a misunderstanding.

I’m talking about when a user is purchasing tickets for an event I have a number of additional fields for them to fill in. They are able to buy multiple tickets and are required to fill in the same additional info fieldset for each ticket. The user can also complete the purchase without having a user account with wordpress (as a guest) so switching to this user won’t give me the access I need.

Once the order is submitted the additional info shows up in the attendees list in a link that says “view details”- Images attached

You can expand this view details button to show all the info submitted for that ticket.

What I need to know is how to edit any of the info in the view details section. Whether it is within wordpress or maybe phyMyadmin etc. I have tried to find it in phpMyAdmin but couldn’t find it.

Cheers

[Jaime Marchwinski]

Hi Owen,

The only way to edit that information would be to switch to that user (using a third-party plugin) and edit it as the user from the front-end.

This will only work if the user is logged in and has a WordPress account.

If the user has checked out as a guest, this information an unfortunately not be edited at this time.

If this functionality is a requirement for your intended project, I’d suggest that a third-party developer would be the best way to make this feature happen on a short timeline. ? We maintain a list of developers who work with our plugins on our Knowledgebase here:

https://theeventscalendar.com/knowledgebase/find-a-customizer/

You can also add this idea to our Feature Requests, as we tend to implement ideas based on customer feedback, so your input is greatly appreciated:

https://tribe.uservoice.com/forums/195723-feature-ideas

Let me know if you have any other questions on this topic!

 

Thanks,

Jaime

[aussieaths]

But the information must be stored in the database somewhere? If you can let me know where it is stored then I can make the adjustment i need manually.

[Jaime Marchwinski]

Hi Owen,

You can find that information in the database in wp_postmeta > _tribe_tickets_meta

Let me know if that helps!

 

Thanks,

Jaime

[aussieaths]

ok thanks, I have found the database items.

In my first post I was asking about an issue where we had a user purchase 2 tickets to an event. Each ticket requires additional info. In the Attendees list the additional ticket info came through for one purchase but not the 2nd.
We have now had this happen multiple times.

It tends to somehow happen when people are submitting additional info for multiple tickets.
You can see in the image attached the latest occurrence they parchased 3 tickets and No “additional ticket info” got submitted and the attendees list shows no “view details” link.

In phpMyAdmin I can see that the data isn’t being fed to the database, it just submits empty form data.

I have tried to test this on a dev server too with a default theme and only essential “tribe” plugins but I can’t replicate the issue in that scenario either.

I haven’t actually been able to replicate the issue myself on the live site either but obviously there is something wrong somewhere. Maybe a particular browser or device? What could cause a form to not submit data?

[aussieaths]

sorry here is the screenshot and a text file with the database entries for a successful and failed submission.

[Jaime Marchwinski]

Thanks for providing me with that information.

Since you have also been unable to replicate this issue, it is difficult to troubleshoot.  However, have you tried replicating the issue on different browsers/devices?  Is there a particular payment method that is used that creates this issue? Is there any other pattern that you can find there?

Can you please enable WP_DEBUG and WP_DEBUG_LOG and share any debug messages you see?

Can you also make sure that all of your Events Calendar related plugins and WooCommerce are updated to the most recent version?

Let me know how that goes and if you have any other questions along the way!

 

Thanks,

Jaime

[Support Droid]

Hey there! This thread has been pretty quiet for the last three weeks, so we’re going to go ahead and close it to avoid confusion with other topics. If you’re still looking for help with this, please do open a new thread, reference this one and we’d be more than happy to continue the conversation over there.

Thanks so much!
The Events Calendar Support Team

[Author]

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