No additional field saved when cancelled

[pepe]

Hi,
We are having problems with event tickets plus, when one customer buys the ticket and for some reason the payment gateway fails the additional data is not saved.
Is there any way to solve this bug?

At the same time, is there any option for the admin page to edit the additional fields to repair this cases?

[Victor]

Hi pepe!

I’m sorry you’re having this issue. Let me help you troubleshoot it.

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 payment gateway failure 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.

Thanks,
Victor

[pepe]

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[Victor]

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[Victor]

Hello Pepe!

Thanks for coming back and sharing all that info with us.

The PHP errors do not seem to be related to the issue here.

How can I validate the cancelled order?

If you want to change the order status, you can do so by editing the order through WooCommerce, then select the new status and save.

Even if you cancel an order and then change the status to processing or any other status, the attendee info should still be there because it gets saved as soon as the order gets created and is always linked to the WooCommerce order, regardless of the status. So I’m thinking there could be a plugin or even a theme conflict of some sort that is preventing the attendee info from being saved in the first place.

I see you are using the WooCommerce Checkout Manager plugin. While I’m not sure how that plugin works, there is a possibility this might be triggering the error if the plugin is making a customization to the checkout process.

To narrow the problem down, could you please go through the complete steps in this guide > https://theeventscalendar.com/knowledgebase/testing-for-conflicts/ and let me know what you can find in the process?

I know your site is live, so I’d suggest you create a dev/staging site to make all the tests so it doesn’t disrupt anything in the live site.

Let us know how that goes.

I noticed you are from Spain, so feel free to write in Spanish if that’s more convenient to you, as it’s also my native language.

Best,
Victor

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[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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