Help Desk

Please verify your API key is correctly entered on the settings page

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    Hello, we have paid for the Event Tickets Plus just today but we can’t use it :_(

    We have made the setup in WordPress, put the api key in the android app (Event Tickets Plus) and everything seems to be ok… but we always get the “Please verify your API key is correctly entered on the settings page” when we try to scan the QR code sent by email to the user.

    Thanks in advance for your support.

    Best regards,
    David.

    Posts: 6978 Topics: 2
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    Hi David,

    Thanks for reaching out!

    Sorry for this issue.

    Please try exiting from the application and then removing it from the “running in background” list as well to make sure it is fully closed.

    Then start again. Check if your API key is still in place and then try a scan.

    Let me know how that goes.

    Cheers,
    Andras

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    The API key is case sensitive, so make sure you enter it as you see it.

    A.

    Posts: 8 Topics: 1
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    Hello. Thanks for your answer. I understand a lot of people is coming back from holidays and your support team could have more tickets these days.

    Simple solutions like restart the app or focus in the case sensitive api key doens’t work. Please let me know what do you need in order to make any test you need to solve this issue.

    Thanks for your support.

    Best regards,
    David.

    Posts: 6978 Topics: 2
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    Hi David,

    Thanks for your understanding.

    restart the app

    I found that simply exiting the app usually does not help, because the app still stays running in the background.

    The app also needs to be removed from the recent apps list. I believe on an iPhone that’s a long-press of the button, on android it’s the button with the square(s). Remove from that list and then start the app again.

    Phone restart will also do that, but shouldn’t be necessary.

    Additionally what I can do is, if you can share with me your api key in a private reply, I will then buy a fee child ticket on your site and test if I can check myself in on my mobile.

    Andras

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    Hello. I have reinstalled wordpress. The default theme is active and I only have installed the following plugins:
    * Event Tickets Extension: PDF Tickets
    * Event Tickets Plus
    * Pasarela de pago exprés de PayPal para WooCommerce
    * The Events Calendar
    * Tickets del evento
    * WooCommerce
    * WP Mail SMTP

    The same error continues.

    Best regards.

    Posts: 6978 Topics: 2
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    Thanks!

    I looped in 2 developers on this and they are going to take a look as well.

    One of them suggested it might be a server side config issue.

    We’ll keep you posted!

    Thanks for your patience!

    Andras

    Posts: 8 Topics: 1
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    Hello, any news?

    El jue., 13 sept. 2018 a las 10:19, The Events Calendar (
    noreply@theeventscalendar.com) escribió:

    Posts: 6978 Topics: 2
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    Hi David,

    Thank you for your patience so far!

    We are investigating the issue.

    I would like to ask for some additional information from you, which might help us.

    Where is your site hosted and what kind of package do you have?

    What is your server running, Windows or Linux?

    Which ‘program’ do you use to sell tickets on your website? WooCommerce or the built-in Tribe Commerce or both?

    Thanks,
    Andras

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    Hi David,

    Can you share with me your currently used QR code scanner API key? Thanks!

    A.

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    Hi David,

    One thing that came to me while having a discussion with a colleague, is the REST API blocked or enabled on your site?

    Also we could use a little help from you to be able to progress with troubleshooting this.

    Would you be able to:

    • Set up a test event in the future, with a free ticket (with unlimited capacity), so we can make purchases and receive QR codes
    • Share with us your current API key and leave it unchanged for some time so we can run some tests?

    That would enable us to run some tests with the process and find out what could be the issue.

    Thanks!

    Andras

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    I am receiving the same error and my client is eager to move forward from this issue.

    Posts: 6978 Topics: 2
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    Hi @fillmoreharvard,

    Thanks for chiming in here.

    I would kindly like to ask you to open a new ticket with your issue on our new support platform and well be happy to help you out.

    You can log in here:

    https://support.theeventscalendar.com/

    If you have a problem logging in with your current account, then please register a new account with the same email address.

    To have a quick start it would be great if you could do the following and share it in the ticket you open:

    • Create a test event in the future (couple months ahead) and share the URL
    • Create a test ticket for it, which our support team can purchase for free
    • Please set up an API key for the QR code scanner under Events > Settings > Tickets tab and share the API key

    With this our support team will be able to make a free ticket purchase and then test the scanning and the response of the App which might already uncover some issues.

    Also please add the following to the ticket:

    (Internal ref: #115267, pls ping Andras with the issue)

    Thanks,
    Andras

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