Event Ticket Plus not auto sending tickets after numerous updates

[Anonymous]

Hi, it seems even after this latest update, the auto send is still not working. I’ve updated Woocommerce, Event Tickets, Events Calendar, WordPress, The Theme ‘Eventica’ and also de-activated all other plugins to check, but still nothing. It only sends the confirmation email to say thanks for the tickets, but the second email for the tickets nowhere to be seen. Tried a few times. Here’s the website URL: https://www.ticketstroom.com.

Regards

[Geoff B.]

Good evening Sabatha and welcome back!

Thank you for reaching out to us.

We are sorry to hear about the ticket email not being sent out.
I would love to help you with this topic.

Typically, the ticket email is only sent once the WooCommerce order has been set to “Complete”.

Can you confirm if that is the case ? And if so, are you changing the order status manually or automatically ?

If that still does not work. A lot of our users had success with installing, configuring and testing a plugin such as: https://wordpress.org/plugins/easy-wp-smtp/

Let me know how that goes.

Best regards,
Geoff B.

[Anonymous]

Hi Geoff, many thanks, here’s answers to your questions:

Typically, the ticket email is only sent once the WooCommerce order has been set to “Complete”. – THIS IS THE CASE

If that still does not work. A lot of our users had success with installing, configuring and testing a plugin such as: https://wordpress.org/plugins/easy-wp-smtp/ – ALREADY TRIED THIS AND STILL NOTHING

If I go to my Woocommerce – Settings – Emails – Tickets – I click in there and only get one option:

“Subject Your tickets from {Ticketstroom}
(Defaults to Your tickets from {site_title})”

There should be a few other fields in there but all have been missing since the change over to Event Tickets Plus. I’ve also updated all plugins and deactivated all plugins and all the other suggestions, but still fields are missing as well as if you backup one step to: Woocommerce – Settings – Emails – and at the bottom where it says: ‘Tickets’ there’s nothing under the ‘Recipients’ column, whereas all the other options have ‘customer’ except for the admin options at the top, but the ‘Tickets’ option at the bottom just has a blank space and even if you click on the ‘configure’ icon, it only gives the field as mentioned above and no other fields….something is definately wrong with that section / function..

Please assist,this has been going on for almost a year unresolved, it’s a big concern as we have more and more orders coming through and have to use a third party email campaigner to send off the tickets manually each time where we draw the order and ticket numbers from the Attendee list…very time consuming and not convenient for both admin and customer:( A bit dissapointing as previously the ‘Woocommerce Tickets’ worked seamlessly without these issues. It seems a very faulty ‘new’ plugin has been swapped for a nice working system??? how could this have been allowed without proper testing?

Thanks Geoff, I know you are doing your best to help and we appreciate this, but after a year of the same issues faced by myself and others it seems, I would’ve thought this would be resolved already or reverted back to the Woocommerce Tickets plugin?

Can you assist with reactivating that Woocommerce Tickets one and getting that up and running for us? I think it’s safe to say that the Event Tickets Plus is a bit of a failure in comparison to the previous Woocommerce Tickets Plugin…

Thanks Geoff

[Anonymous]

I also go to my cpanel under: woocommerce/templates/emails/…

and usually there are all the options in there that relate to the wordpress dashboard section: ‘Woocommerce – Settings – Emails – ….’ I see all the others, but I don’t see any file in there for the ‘Tickets’ option (see screenshots for the meaning)

[Geoff B.]

Good evening Sabatha,

Thank you for writing back and clarifying things.

I am sorry to hear that this has been an ongoing issue for you.
I would like to help clarify each point separately.

Event Ticket Plus not auto sending tickets

There are 2 ways to deal with this:

1. Go to Events -> Settings -> Tickets and look for the option at the bottom of the screen
2. If that does not work, try adding the following snippet to the functions.php file of your WordPress theme: https://docs.woocommerce.com/document/automatically-complete-orders/

If I go to my Woocommerce – Settings – Emails – Tickets – I click in there and only get one option. There should be a few other fields in there but all have been missing since the change over to Event Tickets Plus.

You are correct in the screenshot you have sent me. These are the only options available in Event Tickets Plus.

As much as I totally understand your frustration, these options are not something that is broken per se. They are actually not related to the issue of auto-sending tickets.

If you are however interested in customizing your emails, this is actually possible via some template customization.
You might want to read our Themer’s guide to get a sense of how that works.

Let me know how that goes.

Best regards,
Geoff B.

[Anonymous]

Hi Geoff, many thanks for the response, but I feel we are going around in circles again. Basically the Themer’s guide doesnt resolve my query as stated about the auto ticket send issue. I’ve inserted that coding as per: https://docs.woocommerce.com/document/automatically-complete-orders/ as instructed before in a few tickets sent previously and this still doesnt resolve the issue.

As mentioned numerous times, we were using the ‘Woocommerce Tickets’ plugin successfully previously and all settings under: ‘Woocommerce – Settings – Emails’ were in order (to be specific, the ‘Tickets’ field at the bottom) had all it’s relevant fields in place and didnt show up as a blank space where either the ‘customer’ or ‘admin email’ should be displaying. And auto ticket send was working nicely along with all other features, BUT, as soon as the plugin changeover happened to ‘Event Tickets Plus’ all of a sudden those settings were blank and no matter what updates I did, no matter what plugins I deactivated, no matter what coding I inserted into the ‘functions.php’ and no matter what ever else Events Calendar suggested, the end result is that the auto send is still not working. Almost a year now. In the forum, I did see that people were experiencing the same issues and you also said that it was a problem with this new plugin…hence my conclusion that the new plugin fails in that specific area in comparison to the previously working ‘Woocommerce Tickets’ plugin, which on both occassions, we’ve had to pay for?? why put customers through all this for such a long time and not just revert back to a previously working plugin? I did also try other themes and, and, and….but still nothing is sorting this issue out. The server has all permissions in check and there’s no smtp blocking or any type of mail blocking on this.

Okay, can you perhaps do this then: provide a live demo site link that uses the events tickets plus and events calendar and woocommerce, etc. and let me see how the auto send works on that, I want to see what theme you are using, exactly what settings you have also on a backend demo login and I want to cross-reference that with our current site and see exactly where these issues may by sitting or hiding…I’ve really tried everything from my side along with my own experiments and clearing cache, reverting back to older versions of all plugins, then only updating all necessary ticket plugins, then all of the plugins updated at the same time, tried with 2010, 2012, 2015 themes and and and..

If you can provide that demo along with backend logins, then let’s see what could be the issue, this is the only next logical step to finalise this after about a year long’s worth of frustration:( (We do appreciate the plugin and your work, but as a paid for solution, I would like this to be resolved like yesterday please, we cannot waste anymore time on this)

Many thanks Geoff, I hope you can appreciate where we are coming from.

Regards

[Geoff B.]

Good evening Sabatha,

Thank you for taking the time to provide me with a more detailed background of your situation.
I totally understand where you are coming from and how frustrating that must be.

I would like to try to make things better.

Full disclosure, I must say that I am very unpleasantly surprised that the snippet from Woo did not work for you.
It looks like something is blocking it’s effects.

As mentioned numerous times, we were using the ‘Woocommerce Tickets’ plugin successfully previously and all settings under: ‘Woocommerce – Settings – Emails’ were in order (to be specific, the ‘Tickets’ field at the bottom) had all it’s relevant fields in place and didnt show up as a blank space where either the ‘customer’ or ‘admin email’ should be displaying.

I will bring this very topic to the weekly support team meeting tomorrow, since I totally agree with you that this a great functionality to have (as you had in WooCommerce tickets).

However, this specific set of functionality has never been in Event Tickets Plus to the best of my knowledge.
I will investigate a bit further to try to find out why that is the case.

I will report my findings.

And auto ticket send was working nicely along with all other features, BUT, as soon as the plugin changeover happened to ‘Event Tickets Plus’ all of a sudden those settings were blank and no matter what updates I did, no matter what plugins I deactivated, no matter what coding I inserted into the ‘functions.php’ and no matter what ever else Events Calendar suggested, the end result is that the auto send is still not working.

Here again I have to say that I am very sorry that your efforts were not met with more success.

Could you please send me a copy of your WordPress theme / child theme in a .zip file link (via Dropbox or Google Drive) so that I can run some tests on my end ?

Please ensure you are using the latest files as found on your actual website.
This way I will get access to any updates you might have made.

Almost a year now. In the forum, I did see that people were experiencing the same issues and you also said that it was a problem with this new plugin…hence my conclusion that the new plugin fails in that specific area in comparison to the previously working ‘Woocommerce Tickets’ plugin, which on both occassions, we’ve had to pay for??

I can see how you would come to this conclusion.

I will have to agree with you that some of the functionalities differ between the 2 plugins.
As you might guess, we normally aim at providing more functionality when we do updates, not less.

This is why I would like to find out more about this specific area.

That being said, as stated earlier, it looks like there is a some kind of customization that is preventing at least the automatic order completion from happening.

I would certainly love to be able to pinpoint why in your specific case.

why put customers through all this for such a long time and not just revert back to a previously working plugin? I did also try other themes and, and, and….but still nothing is sorting this issue out. The server has all permissions in check and there’s no smtp blocking or any type of mail blocking on this.

Once again, I am very sorry to hear that you had such a frustrating experience so far by some unfortunate turn of events.
But please know that this is very far from our intention.

With that in mind, you are bringing an interesting point in that last paragraph.

If I understand correctly, you are saying that the Orders are indeed marked Complete (which would mean that that part works), but that the email is not sent.

Can you confirm ?

More specifically I would need to have an answer for the point above in the 2 scenarios:

1. With the “Autocomplete Orders” plugin deactivated – with the checkbox under Events -> Settings -> Tickets
2. With the “Autocomplete Orders” plugin deactivated – with the snippet from Woo

In other words, I would highly recommend discontinuing the use of WooCommerce – Autocomplete Orders.

The reason for this is because that most plugins aimed at auto-completing orders do not run through the full loop.
As a result, the tickets do not get sent.

Okay, can you perhaps do this then: provide a live demo site link that uses the events tickets plus and events calendar and woocommerce, etc. and let me see how the auto send works on that, I want to see what theme you are using, exactly what settings you have also on a backend demo login and I want to cross-reference that with our current site and see exactly where these issues may by sitting or hiding…I’ve really tried everything from my side along with my own experiments and clearing cache, reverting back to older versions of all plugins, then only updating all necessary ticket plugins, then all of the plugins updated at the same time, tried with 2010, 2012, 2015 themes and and and..

That is a very generous offer on your end.
I would prefer to spare you the extra work if possible.

You have done a lot so far.
With your permission, I would like to pursue this as far as possible with the workload on our end.

You did mention downgrading to previous versions. Technically, it would be possible to revert back to Wootickets should you be interested in doing that at some point. I could assist you with that process.

But please note that aside from downgrading to the proper versions for that, we are slowly phasing out support for WooTickets.

If you can provide that demo along with backend logins, then let’s see what could be the issue, this is the only next logical step to finalise this after about a year long’s worth of frustration:( (We do appreciate the plugin and your work, but as a paid for solution, I would like this to be resolved like yesterday please, we cannot waste anymore time on this)

I would like nothing more than to see this resolved for good for you.
I realize you have been waiting a very long time for this.

On top of all that I have suggested above, I will present your request to the head of support.

One thing is for sure though, I am very interested in seeing this through with you.

Best regards,

Geoff B.

 

[Geoff B.]

Good evening Sabatha,

As promised, I asked specific questions about WooTickets versus Event Tickets Plus in regards to the WooCommerce Email control.
This was done as part of our weekly team meeting.

 

‘Woocommerce – Settings – Emails’ were in order (to be specific, the ‘Tickets’ field at the bottom) had all it’s relevant fields in place and didnt show up as a blank space where either the ‘customer’ or ‘admin email’ should be displaying.

Our product director confirmed that there should have been no loss of functionality in the plugin itself while moving from WooTickets to Event Tickets Plus. In fact, the WooCommerce portion of Event Tickets Plus was built straight on the code of WooTickets.

To be extra sure, a colleague tested an install with the latest version of WooTickets available.
The options available to configure WooCommerce emails in regards to the tickets are exactly the same unfortunately.
They have not changed on our end.

I believe it is possible that there might have been some template customization on your install. At least, it’s the only logical explanation that I can think of.

In any case, I am quite certain we can address the automatic email issue.
With that in mind my earlier offer and questions are still valid.

If you also wish to tweak something in the actual email template, I would gladly assist you in doing just that.

Best regards,

Geoff B.

[Anonymous]

Hi Geoff, okay many thanks for the feedback.
I just want to keep this as simple as possible. 2 suggestions:

1. Can I give you our logins and you can take a look for yourself on how our wordpress and cpanel backend looks and implement your solutions in there (without disrupting the website as it’s vital for our online sales)

2. Are you able to send me a link or few links to your other clients websites who are using the Events Tickets plugin with woocommerce and wordpress? I want to see how their system work. I can also see for myself that if that’s the case, then it has to be something on our system then…but as mentioned, very strange as everything was working perfectly until the exact moment we installed the events ticket plugins..along with numerous updates, etc.

Right now, I’m kind of ‘working in the dark’ as from what I’ve heard, others were facing the same issues and you mentioned that it was a problem with your plugin a few support threads ago in 2016, so it leaves me wondering, is it really something with my system or where to from here as we cannot carry on this way, we are just getting too busy and ofcourse its inconvenient to quickly rush to setup a manual ticket each time as it may occur during sleeping hours or on a weekend early or late and so the customer either cancels or get’s very nervous having paid and received nothing except a receipt. Ticket send used to occur within 2-10 minutes of payment being made, it’s a disaster and a big issue..

Many thanks Geoff

[Geoff B.]

This reply is private.

[Anonymous]

This reply is private.

[Geoff B.]

This reply is private.

[Anonymous]

Hi Geoff, many thanks for all your feedback and assistance. I’ve tried all options you suggested and tested many combinations of unchecking the auto ticket send from both woocommerce and the Events columns in wordpress dashboard as well as adding that ‘auto complete’ snippet into the ‘functions.php’ file…still nothing worked, then I took off the snippet code and played around with checking just one of the ‘auto complete’ options within each category (woocommerce settings, then Events settings, then vice-versa, then both, then all of them unchecked and no snippet added and still no auto ticket send.

You mentioned trying that plugin: ‘Easy WP SMTP’ unfortunately, it does nothing and really doesnt assist me, so I tried another plugin called: ‘WP-Mail-SMTP’ that actually works and sends a test email successfully from the backend. I’m not sure why the mail send would be an issue as it really isnt because of the following:

– A test email is sent successfully from backend,
– An enquiry on the ‘Contact’ page of http://www.ticketstroom.com (front end) is successfully sent off and received
– The confirmation of order is sent to admin (two email addresses under two different domains not associated or similar)

I have since deactivated that older plugin that you mentioned: ‘Mail from’ before I did all of the above but still nothing. In my mind, there’s no doubt that there is an actual issue with the ‘Ticket send functionality’ on this new plugin, since the upgrade from ‘Wootickets’ – as mentioned, I didnt’ have to go through all these steps and spend lots of time playing around with plugins, coding, settings, forums, etc. to get the auto send function working…I simply checked the ‘Autocomplete orders’ checkbox and it worked like a charm with no issues. The tickets were auto sent upon payment within seconds, but now what happens is us the admin receives the order receipt immediately, but no tickets are sent. We’ve tried a number of different email addresses to place orders and checkout, but still no tickets.

Not sure what else to do??

Many thanks

[Anonymous]

Hi Geoff, I was playing around again with the combinations of ‘autocomplete’ unchecked under both the woocommerce section and the Events section, then also alternating with the autocomplete snippet placed in the functions.php file (not the child functions as it bombs the site out and it kicks out a white screen with errors, so only the main ‘functions.php’ Not on the child theme…okay, so for a short while it seemed to work, but now it just isn’t doing anything, basically not even sending a receipt like it did previously, just nothing, no confirmation of order to admin, no tickets, nothing and I’ve tried many different combinations of the settings and code snippet over and over.

I’ve also cleared cache a dozen tiems, but doesnt help at all…Do you think it’s a .php scripting issue where it doesn’t refresh the coding to indicate ‘new order, send receipt and send tickets’…not sure, but it worked for a bit, then seems worse now. I didnt change / add any other coding or any other settings, besides the ones mentioned above and previous email. No other plugins added since my previous email, no updates and no change of email addresses for admin, nothing..

Kindly assist with some direction, many thanks

[George]

This reply is private.

[Author]

Posts