Help Desk

Paypal sandbox account

  • Posts: 6232 Topics: 17
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    Hi!

    Just wanted to share with you that a new release of our plugins is out, including a fix for this issue.

    Find out more about this release → https://theeventscalendar.com/maintenance-release-week-17-june-2018/

    We apologize for the delay and appreciate your patience while we worked on this.

    Please update the plugins and let us know if the fix works for your site.

    If you have missing orders for some of your previous ticket payments, then you can generate them by re-sending the PayPal IPN notifications. To do this, navigate to your IPN notification history (Profile and Settings > My selling tools > Instant Payment Notification > IPN History Page).

    Best,
    Victor

    Posts: 50 Topics: 7
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    Hi all!

    Thanks for the plugins update! It seemed to have solved the most important problems:
    1. I can successfully make a purchase and this fact is communicated to the website
    2. I can see paypal orders and attendees on the backend
    3. The stock decreases as it should (with simple tickets)
    4. The buyer receives emails from both paypal and the website

    That’s all great!

    However, here is a list of problems I’ve noticed:

    1. The stock works fine with simple tickets but not with shared tickets. I’m attaching some screenshots. Basically, I have a shared capacity of 6 – an early bird special and a regular price. When a purchase is made during early bird special, the stock decreases to 5 as it should, but the regular stock remains 6, which is wrong – it should also be 5 at this point. When later I bought a regular priced ticket, the regular stock decreased by 1 (now 5). That shows to me that for some reason the shared tickets do not talk to each other. This is one of the reasons we bought Tickets Plus plugin and our 30 day trial expires in couple of days.

    2. Another problem with shared tickets is that when I set up the early bird ticket to stop selling tickets after let’s say 1PM it should stop selling early tickets at 1PM. Instead it doesn’t stop until at least 3-4 hours later. I’m attaching screenshot of our website settings which is basically set to New York Time. The plugin is set to use this time on all tickets.

    3. Even with simple tickets, the stock on ‘Attendees’ page didn’t change even though it recorded a new attendee. This is minor problem, though.

    Again, we have 3 of your premium plugins and our 30 days trial is running out. We need the solution as fast as possible!!

    Now it’s apparent that we are not going to use Aggregator, so who do I speak to about refund for that plugin?

    Thanks.

    Posts: 50 Topics: 7
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    two more

    Posts: 2356
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    Hi again,

    I’m glad to hear the PayPal issues are fixed for you now.

    Regarding the stock issues, when were these tickets originally created? It may be possible that if they were created while there was a certain bug present, that they won’t behave correctly even though the original problem has been patched. I do see that a similar issue was fixed back at the very end of May. Were these events or tickets created just around then?

    If these tickets were created awhile back, you could try the following: Set up a new ticket with the right capacity settings. Then move the already sold tickets to this one. Then delete the ‘old’ ticket which is causing the capacity issue. Are the purchased tickets actual purchases? Or just test purchases? If the latter, you could skip the steps with moving anything, and just try re creating them and testing again.

    For the timezone issues, can you tell me what you have set for the following:

    Events > Settings > General > Time Zone Mode

    and, the timezone that is set for one of the events in question, in the “Time and Date” section of the settings.

    To request a refund for Aggregator, you can fill out the form on the bottom of the Refunds page.

    Thanks,
    Sky

    Posts: 50 Topics: 7
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    Sky,
    The ticket in question was published on May 20. So I went ahead and created a new test event today at 4:45AM. I set up an early bird special to stop selling at 5AM today. I set up a regular ticket to start selling at 5AM. You can see the result in my first screenshot that was made a few minutes after 5AM. Now it shows both tickets at the same time.

    Setting in Events….General is Use the site-wide zone (screenshot)
    These were real purchases, not sandbox transactions.

    Now about the stock issue:

    As you can see from my first screenshot the stock is wrong. The regular price stock should be 5 at this time.

    Other questions/issues:
    1. Is it possible to have a validated phone number field to be required when someone is making a purchase? Right now I see there is only a text field available, which is not enough
    2. When creating tickets I set a certain SKU (like 1234) but this is not showing up anywhere. Instead another random code is assigned. Does it mean that it only works with woocommerce?
    3. Have the same issue with Paypal not accepting a payment when a user has made a purchase before.
    4. Our 30 day trial runs out in two days. We want to stay with you guys but all these problems are simply unacceptable. At this time I would like to request extension of the trial period for both Events Calendar Pro and Event Tickets Plus.

    Thanks.

    Posts: 50 Topics: 7
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    Any idea why this is happening?

    Posts: 2356
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    Hi again,

    Ticket Stock Issue

    When you tested the new tickets, were they on the same event as the existing ones from May 20? I think for this test to work, we would need to delete the existing tickets since they are shared. Since these are actual tickets that have been sold to attendees, we may need to create a test event and try out the new tickets there, so they are not sharing capacity with the old tickets.

    Timezone Issue

    I just tested this on my local setup, and the ticket form was gone a minute after the time I had set as the end sale date. Are you actually in the New York timezone yourself?

    Other Questions

    * There is not an option for a validated phone number field.
    * The SKU field is optional and is of most use to merchants with an existing stock-keeping unit system.
    * I have not heard of anyone else having that particular PayPal issue. I can ask around to see if anyone else has encountered it.
    * Since I am helping with these issues, there will be no problem getting a refund if you still want when we conclude this support thread.

    Thanks,
    Sky

    Posts: 2356
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    Hi there,

    The PayPal issue is supposed to have been fixed in the update that was pushed out yesterday. Can you make sure that all of your plugins are updated to the latest versions?

    Thanks,
    Sky

    Posts: 50 Topics: 7
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    Sky,
    1. I created absolutely new event. I’ll keep testing but yes, it was a new event, not just a new ticket on an old event.

    2. I’m in New York time zone, you are correct.

    3. How do we submit a new feature request? We need a validated phone field.

    4. I was asking a question about SKU not to know what it is but why it’s not working for me. Sorry if I wasn’t clear. Is this yet another bug with tribe commerce?

    5. I just updated the plugin to the latest version 4.7.4.1 Hope this solves the paypal not accepting payment issue.

    I’ll let you know how it goes.

    Thanks.

    Posts: 50 Topics: 7
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    Another problem:
    On phones the buy button is pushed out of screen. See screenshot.

    Any quick fix you can suggest?

    Posts: 50 Topics: 7
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    Tested the entirely new event with the new tickets and yes both are showing an hour after the early bird was supposed to stop selling.

    Posts: 50 Topics: 7
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    This is crazy, there is another problem: It is possible to buy tickets for expired events. What’s going on here? I didn’t set any timing to start and stop the sale. The ticket should stop selling at the beginning of the event automatically.

    As far as the paypal issue it is not fixed. I’m attaching a screenshots of what happens when a returning customer wants to purchase another ticket.

    Posts: 2356
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    Hi again,

    We generally try to keep these support threads focused on one specific issue, or related problems. For any additional issues, please create a new support post.

    Feature requests can be submitted and/or voted on in our User Voice Forum

    I’m not sure if the SKU is utilized in Tribe Commerce. I have asked about this, and will let you know when I find out.

    The three issues we are dealing here

    * Ticket Stock not being correct with shared tickets
    * Paypal Payments for return customer using the same invoice number and not going through.
    * Ticket End Sales time not respecting the Timezone

    have all been reported as being recently fixed. If you are using the latest updates, and still experiencing the issues, I will need to go through the steps with you to see if I can reproduce the problems. Then I will need to create a new bug ticket explaining the steps we took.

    First, let’s focus on the PayPal issue.

    Can you provide your system information?

    Also can you clarify what you mean by “you removed the first ticket and went to pay for the second?” It sounds like you have paid for the two tickets, but are trying to buy one of the tickets again? Can you explain step by step what you are doing that leads up to this issue?

    There’s a couple of things you can try here while testing this. First, when going to purchase a ticket, do so from an incognito window. Second, please switch to the Twenty Seventeen theme and disable all non Events Calendar plugins. If it turns out there is a theme or plugin conflict, we can address that differently. But getting things working with the defaults is a good first step.

    Thanks,
    Sky

    Posts: 50 Topics: 7
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    Sky,
    I don’t have a problem creating support tickets for every issue but I’ve been here for over 2 weeks or so and the process is painfully slow. If I get 3 different techs it might take months at this rate.

    I appreciate your willingness to help. You at least know what’s going on. However, I want to comply with the way you guys do things around here. So which problems do you not want to deal with? I’ll post separate tickets for those.

    Okay, so let’s start with the fact that all our plugins are up to date.
    See our system info in the next post.
    Step by step:
    1. I buy a ticket to Test event #1 and the purchase goes through, no problem.
    2. About an 30-60 minutes later I try to buy a ticket to a test event #2 ( not the same but a different event)
    3. paypal gives me a screen now showing both tickets (see the screenshot I sent yesterday). I have to remove the ticket I already bought. I remove the first ticket.
    4. Now there is only a ticket I want to buy so I go ahead and click ‘Check out’
    5. Paypal gives me the message ‘ this invoice has been paid’ (see screenshot I sent yesterday)

    I know at this point that if I use an incognito mode or a new browser the purchase will go through as normal ( I already tested this and I tested this with the default setup – no plugins, 2017 theme). The problem is the returning customer might not clear his cache or use a new browser if he wants to buy another ticket. Is this a paypal issue, you think, or a plugin issue?

    Posts: 50 Topics: 7
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    Posts: 50 Topics: 7
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    Even though I did this a week ago, I decided to test it again.
    I disabled all the plugins and enabled 2017 theme. I opened Chrome in incognito mode and did two purchases, one right after another. Two different events. The result was as before:
    – first purchase went through
    – when I went to buy another ticket, paypal showed me both tickets
    – I removed first one (which I already paid for)
    – tried to check out and got the same invoice message

    Posts: 2356
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    Hi again,

    Thank you for the additional information, and for going through those steps.

    The reason I had you try incognito mode is that I saw a report that if you were still in the same session after using Sandbox mode, there might be problems with purchases going through. Your steps and the result suggest that this is not the issue in your case.

    Creating separate tickets for additional issues will be better for everybody. People can be working on the other issues at the same time. But it is a little confusing to follow a thread when there are too many things going on at once.

    The issues we are going to focus on in this ticket are what I outlined in my last response:

    * Paypal Payments for return customer using the same invoice number and not going through.
    * Ticket Stock not being correct with shared tickets
    * Ticket End Sales time not respecting the Timezone

    I’ve had you try everything I can think of for the PayPal issue. I’m going to create a new bug ticket for this. In the meantime, can you try something for me? I see in the notes for the bug report that downgrading to a previous version was a temporary workaround. Can you try installing Event Tickets version 4.7.2, and see if that changes the results when you go to purchase a second ticket? The older versions of plugins are available on your product downloads page.

    The next of your issues to work on: the shared ticket stock problem. I’m going to set up an online testing site to fully run through this process and see if I can replicate the problem.

    Oh, and I did find out that the SKU is not utilized within Tribe Commerce. This is mostly for WooCommerce.

    Thank you for your patience, and I’m sorry that you are experiencing so many different problems with the plugins. This is definitely not a common occurrence to have so many issues at once, and we are not currently seeing widespread reports of these specific problems. I will do what I can to help get to the bottom of things though.

    I’ll follow back up after I test out the stock issue.

    Thanks,
    Sky

    Posts: 2356
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    Peggy,

    Just following back up to let you know that I was able to reproduce both the PayPal issue with the invoice being marked as already paid, and the shared ticket stock issue. I have created bug tickets for both of these things. Our developers will take a look and start working on fixes as soon as possible. Unfortunately, I cannot provide a timeline for when this will be completed. As soon as a fix is released, someone will follow back up here with you to let you know.

    For the timezone issue, can you provide a screenshot for me? I’d like to see what is showing for the timezone on one of the events that the tickets didn’t end at the right time, in the “time and date” section of the settings, just to the right of the fields.

    Thanks,
    Sky

    Posts: 50 Topics: 7
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    Sky,
    Thanks for all that info. I really hope they figure this out fast as I have to launch the site this week.

    See the screenshot showing timezone

    Thanks!

    Posts: 50 Topics: 7
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    I’m not sure but it looks like the plugin operates in PST time zone while we are in EDT. The switch happens when I set both tickets 4 hours back. Is that a possibility?

    Posts: 2356
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    Hi again,

    Thank you for the screenshot. To confirm your other settings,

    * WordPress Settings > General > Time Zone is set to “New York”,
    * Events > Settings > Time Zone Mode is set to “use sitewide timezone everywhere”

    I know you provided those earlier, but I just wanted to make sure you didn’t change anything since then.

    I tried testing the ticket end sale time again with the above settings on an online test site, and it is not respecting the settings. When I tried this on my local test site, it worked as expected. I’m wondering if it somehow has to do with the location of the actual server? In any case, I will have to create a bug ticket for this too.

    Since these issues have just been submitted as bug reports, and we have not seen any other reports on them yet, I would guess that it is unlikely that they will be resolved this week. You may be able to find older versions of the plugins that don’t have these issues, but it may be tricky to find the right version without trading one problem for another.

    Thanks,
    Sky

    Posts: 50 Topics: 7
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    Sky, thanks for all your help.

    The reason we wanted to have this plugin is to:
    1. have an early bird ticket functionality and
    2. collect phone numbers

    Unfortunately event ticket plus plugin falls flat on its face at least in both of these categories.
    It is half-baked, to tell the truth, and at this point we are not interested in paying for it while waiting for these issues to be resolved.

    We are going to be using the free version for now but please let us know when your team fixes all of the issues I raised and we would be happy to come back to it. For now, can you please send me a refund link again.

    Thanks a bunch!

    Posts: 2356
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    Peggy,

    I’m sorry the plugin didn’t meet your needs at this time. I hope you’ll check it out again in the future!

    I will submit the refund request for you, since you are past the 30 day trial period.

    Thanks,
    Sky

    Posts: 65
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    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

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    Posts: 6232 Topics: 17
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    Hi There!

    Just wanted to share with you that a new release of our plugins is out, including a fix for the tickets start/end sale dates not respecting the event timezone.

    Find out more about this release → https://theeventscalendar.com/maintenance-release-for-the-week-of-30-september-2018/

    We apologize for the delay and appreciate your patience while we worked on this.

    As always, we suggest to setup a dev/staging site so you can make all plugin updates without disrupting the live site.

    Best,
    Victor

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