Missing Attendee Information

[Ken]

Hi there,

We’re missing attendee information on about 10% of our tickets, even though the fields are required. We’ve tried a few scenerios to try and replicate, but with no luck (e.g. leaving the cart page and then going back, increasing and decreasing the number tickets). Can you have a look and see if you can find any potential pattern?

I’ll follow up with a private reply with a URL and some screenshots.

Thanks!

[Ken]

This reply is private.

[Victor]

Hi Alnis!

Thanks for getting in touch with us. Let me help you with this issue.

I don’t see anything strange from your attendee list or your system information that would indicate an error.

The only thing I can think of is the following: Even though the attendee information is required when selecting the number of tickets, once in the WooCommerce cart, the user can also increase the number of tickets to buy without. This results in additional tickets not having attendee information.

To prevent this situation, I found a snippet to make the cart quantity input field non-editable (readonly) only for Event Tickets Plus products. You can test it out and see if it works for your site.

https://gist.github.com/cliffordp/66bf05df61ee269c60ff20d6f39e2cab

I do recommend to setup a dev/staging site so you can test this without disrupting the live site.

I hope that helps. Let me know how it goes.

Best,
Victor

[Ken]

Thanks Victor!

I saw your note about increasing the amount of tickets in another thread, but I don’t think that’s what’s happening here, because in all of the cases of missing information it looks like only one ticket was purchased (see the previously attached attendee list for reference).

Also, I tried adding then removing a ticket from the shopping cart to see if that was the issue, but it still worked. So I’m still not sure what’s causing the missing info.

[Victor]

Hi Alnis!

Thanks for checking that out.

It does seem strange that missing attendee information is happening for single ticket purchases.

This could be some conflict with a theme or plugin, but if you are unable to reproduce this yourself on your live site, then it will be hard to find the source of the problem testing for conflicts.

I’d suggest doing the following: Enable WP_DEBUG and WP_DEBUG_LOG. This will create a debug.log file inside the /wp-content directory.

After that, wait until you get one ticket purchase with no attendee information. If 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.

Let us know how that goes.

Thanks,
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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