Order Being Placed Using IgniteWoo gift certificates, inventory not working

[William Huff]

Hello,

We have a website – http://www.tspoons.com – using:

WooCommerce
Events Calendar Pro
Events Tickets Plus
IgniteWoo WP Gift Certificate

BEFORE we did the latest updates to all the plugins (approx one month ago), everything worked seemlessly; SINCE then, we have some issues, all of which are time/mission critical. In fact a phone number to call would be great as the support delays are costing us money.

Our issue is this: when people complete an order using one gift certificate or multiple gift certificates, two problems:
1. The email to the customer and admin is NOT going out
2. The inventory count is NOT adjusting

I am in contact with the gift certificate developer to investigate his end; I would like you guys to investigate yours. Happy to give you admin access to the site to see for yourself what is going on. I have a list of orders you could check and verify what’s happening. Please advise ASAP.

[Victor]

Hi William!

I’m sorry you are experiencing those issues. Let me help you with them.

I’m not familiar with the IgniteWoo WP Gift Certificate plugin, so I’m not really sure how it could be affecting our plugins.

Unfortunately, we only provide support through our Help Desk. You can learn more about what support we can give in the following article > https://theeventscalendar.com/knowledgebase/what-support-is-provided-for-license-holders/

two problems:
1. The email to the customer and admin is NOT going out
2. The inventory count is NOT adjusting

1. Is this the ticket email that is not being sent to the customer or the order email? Please let me know about it.

2. I’m not really sure what you mean by this. Is the ticket stock not being reduced? Could you please let me know where exactly you see this problem.

Could you please share with us a copy of the plugin and let us know more about its functionality alongside our plugins? I will try to run some tests to reproduce the issue you are having and see what I can find.

Thanks,
Victor

[William Huff]

Yes it is not sending the tickets/admin notification to the customer when
they checkout entirely using one gift certificate OR when they use multiple
gift certificates to pay for the order.

When someone uses a COMBINATION of gift certificate AND credit card/Paypal,
the system DOES send everything properly.

I don’t know if I can get you a copy of the IgniteWoo gift certificate
plugin; will have to check.

Please advise.

Thanks.

WH

—
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[Victor]

Hi William!

Thanks for following up with this.

Unfortunately, we are limited in the amount of support we can give for implementations with third party plugins like the IgniteWoo gift certificate > https://theeventscalendar.com/knowledgebase/what-support-is-provided-for-license-holders/

That said, we would like to help as much possible to identify the source of the problem. The only way for us to do that is reproducing the issue on our end for which we’ll need a copy of the plugin.

You can send us a copy of the plugin in a private reply if you’d like.

Thanks,
Victor

[William Huff]

I will see if I can do that without having to buy another copy and another license.

Will advise.

Thanks.

WH

[Victor]

Sure William! Please let us know about that.

Thanks,
Victor

[William Huff]

We now have new issues related to Calendar/Tickets Plus, updating events with attendees and firing emails.

We had three orders come in last week:

1. one paid with credit card, it updated the event with her name but we never got the email notices.
2. Two others, we received the notice of payment and registration, but the events did not update with the attendee information.

Please advise ASAP. This is a live site for a thriving business that relies DAILY on proper functioning of Event Calendar Pro/Events Tickets Plus and WooCommerce.

[Victor]

Hi William!

I’m sorry to hear about those issues. Let me try to help with each of them.

1. Could you please verify the email was not sent to your spam folder? Do you have any email logs for your site where you can see if the emails were sent? Are you receiving other emails from your site?

2. Just to confirm I understand the issue you are having, are the attendee records not being generated or is the attendee information missing for some attendees? Did it happen for the same event or different ones? Could you please share a link to the event/s?

To make sure we are not dealing with a theme or plugin conflict, you should go through the steps provided in our Testing for Conflicts guide > https://theeventscalendar.com/knowledgebase/testing-for-conflicts/.

We always suggest to setup a dev/staging site so you can test things out without disrupting the live site. It’s also a good idea to make a full backup of your site, both database and files so in case something goes wrong you can always restore your site.

Additionally, 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 how that goes.

Thanks,
Victor

[William Huff]

Okay let’s go through these one at a time:

1. No not in spam, yes we have an email log, yes we are receiving emails from site.

2. On several orders – no order notices came through, but we noticed an attendee added in an event. Two times an order update cam through, but the attendees didn’t show up in the event.
   We WERE having a problem with the Gift Certificate plugin, but the developer of that plugin figured out what was going on and fixed issues related to the gift certificates.

3. We already did the conflict checking with theme and plugins.

4. We already have been doing the test site testing AND live site testing (since the site is live and these errors are still happening…)

5. I don’t know how to get to the wp_debug log but will try.

6. Do you possibly need admin access to the site itself to check things?

Please advise. This issue has been going on for A MONTH and we need to get it fixed ASAP PLEASE.

WH

[William Huff]

Below is the debug log…

UPDATE – tried to upload both a text doc and a word doc with the debug log and it gave me the red error message “you can’t upload files of this type” while at the same time, trying to upload it?

Come on guys; I have been trying to get this fixed for a month! PLEASE give me a phone number and a tech so we can knock this out? What is the point of paying for a premium plugin if we can’t get support by phone or AT LEAST chat?

Please advise.

Thanks.

[William Huff]

This reply is private.

[Victor]

This reply is private.

[William Huff]

Checking now – will advise.

WH

[Victor]

Thank you William. Please keep us posted.

[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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