Customers are Not Receiving Tickets When Order Has Been Completed

[Annie Park]

Hello,

I am having the same issue. When we first started using this program, the tickets were sent out as the orders have been completed. But it stopped working. “Your order has been received” and “Order has been completed” emails are sent, but the tickets themselves are not coming. I checked the settings for when the tickets should be sent, I have the check box on “Completed”.

Please help!

Thank you,

Juley Pak

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PLEASE LEAVE FOR SUPPORT
Reporting the same issue as: https://theeventscalendar.com/support/forums/topic/not-sending-out-the-ticket/

[Victor]

Hi Juley!

Thanks for reaching out to us! I’d be happy to help you with that issue.

Could you please try re-sending the ticket emails by navigating to the edit order page and in Order Actions select Resend tickets email ? Does it work?

Also, do you recall making a change in your site (like a theme or plugin update) before you started experiencing this issue?

Additionally, could you please enable WP_DEBUG and WP_DEBUG_LOG ? This will create a debug.log file inside the /wp-content directory.

After that, try reproducing the issue a few times, so that in case there is an error, it will be saved into the debug.log file. Please share that log file with us so we can see if any problem from there.

Please let us know about that.

Thanks,
Victor

[Annie Park]

Hi Victor,

Thank you for responding. I went to Order Actions and clicked the “resend tickets email”, but it still didn’t work. It’S been a while, but I do remember we updated a plug-in around that time to get rid of a QR code on our tickets. Also, we had an event where we didn’t want to send out tickets, and I remember we checked the “do not send tickets” option. Then at our next event we went back to change that setting, and we did, but it didn’t work from there.

Also, I am having trouble enabling the WP_DEBUG and WP_DEBUG_LOG. I tried researching where to go for the wp-content directory, I’m not sure where to find it on my site.

Could you give me some direction please?

Thank you!

Juley Pak

[Victor]

Hi Juley!

Thanks for testing that out.

It seems like there could be a conflict with your theme, another plugin or even some custom code. To make sure we are not dealing with a conflict, please go through the steps outlined in our Testing for Conflicts guide and see if you can reproduce the same issue under default conditions.

We always suggest to setup a dev/staging site to make these tests, so you don’t disrupt your live site.

In addition to that, you should enable WP_DEBUG (https://codex.wordpress.org/Debugging_in_WordPress) and WP_DEBUG_LOG (https://codex.wordpress.org/Debugging_in_WordPress#WP_DEBUG_LOG). To do this, you’ll need to add the following lines of code into your wp-config.php file

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

You should add it right before this line:

/* That's all, stop editing! Happy blogging. */

Before enabling the debug though, I would suggest you first test for conflicts. We may be lucky and find the source of the problem just by doing that. 🙂

Let me know how it goes.

Best,
Victor

[Annie Park]

This reply is private.

[Victor]

Hi Juley!

Thanks for making those tests and for sending over the debug.log file.

I can see many errors showing up for code that is not from our plugins, which may indicate that the problem may reside somewhere else.

The next thing I would like to try here is creating a fresh test site — this will avoid any disruption to your live site and ensure that we’ve effectively got a “clean canvas” to work with.

In there activate The Events Calendar, Event Tickets, Event Tickets Plus and WooCommerce only Make sure you also switch to a default theme (like Twenty Seventeen).

After that, create a new test event with a ticket in it and make a test purchase to see if the email gets sent and if any errors show up.

If you find you can replicate the problem under these conditions it would be awesome if you could stop and let us know so we can take a look while the site is still running under default conditions.

Thanks for your help while we work on this together!

Best,
Victor

 

 

[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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