Attendee information not being stored

[Operations Manager]

Hello,

I’m currently experiencing this issue as well. It doesn’t happen for all orders but for two so far in the last week, the attendee information is not captured or displayed. They don’t even show up in the attendee’s list but show up in the completed orders.

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PLEASE LEAVE FOR SUPPORT
Reporting the same issue as: https://theeventscalendar.com/support/forums/topic/attendee-data-not-being-stored-again/

[Operations Manager]

We currently use Avada theme for this website and fusion builder/slider.

[Andras]

Hello Operations Manager,

Thanks for reaching out! Sorry about the disappearing attendee data.

This can happen in some occasions:

• when the amount of tickets is increased on the cart page, as there are no fields to as for the data
• when a users starts payment (goes to PayPal payment page for example), but cancels the payment first

Do you think this could have happened in your case?

Andras

[Operations Manager]

I don’t believe so. Both customers only bought one ticket. Also the orders have come through completely, payment and all so I don’t think it could be the second issue either.

[Andras]

Hi,

I just remembered 2 more cases when this might happen:

• The user fills out the fields with the ‘space’ characters. But even in this case the email address would need to be proper
• The user puts the ticket in the cart, but finishes the purchase much later and the attendee data ‘expires’ until then

I will try to pull in another set of eyes to take a look at this.

Andras

[echowan107]

HI, I got the same problem.

When PayPal transaction is complete, I see the “Thanks page” whit details informations. But no more attendee is added to the listing and no PayPal transaction too. Ticket total not decrease of course.

Could you help me ?

[Andras]

Hi echowan107,

Thanks for reaching out to us. I’m sorry to hear about your issue. Based on the symptoms I believe yours is a bit different. Please check our Known Issues page and look for the topic “Attendee list on back-end is empty / not updated immediately after changes”. You will also find a link to a snippet there. Please check if that works for you.

If that doesn’t solve it, then please open a separate ticket in our Help Desk detailing your issue so you can get dedicated attention. Thanks!

Cheers,
Andras

[Andras]

Hi again OpMan 😉

Has the information maybe miraculously appeared meanwhile? (We have a bug, where the info on the attendee page appears only a bit later, usually couple minutes. We’re working on this one already.)

You said:

They don’t even show up in the attendee’s list but show up in the completed orders.

Does the attendee data also show up on the orders page? Or only the order without the details?

I would like to ask some things for further investigation.

Please share your system information with me.

Please enable debugging and see if that gives and further information. For this, add the following lines to your wp-config.php file:

define('WP_DEBUG', true);
define('WP_DEBUG_LOG', true);

This will create a log file in your site’s root directory (where wp-config.php is). The log file will be interesting if this happens again.

Once I have your system information we can hopefully go further.

Cheers,
Andras

 

[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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