Ticket availability malfunction

[instadesign]

My client contacted me saying they’d noticed tickets for one of their events were no longer displaying on the website. When I looked at the event in the back end, the first thing I noticed was a warning icon next to the Available figure in the ticket, saying that the number of available tickets did not match the stock quantity in the product. Sure enough, there were only 16 tickets available yet in the product the stock quantity still showed 41 (total capacity).

Note that tickets had been selling successfully, including 2 this morning, and no changes have been made to plugins/ other related aspects of the site today.

Anyhow so I adjusted the stock level to 16 as instructed by the warning, saved the product, went back to the event and the warning was gone, however the ticket was still not showing on the front end. I refreshed and found the product stock level had reset itself to 41!

I repeated these steps, carefully, and the same thing happened again 3 times. Finally I did it one more time and the stock level has stayed at 16 and the warning is gone. However the ticket still doesn’t show on the front end.

I’ve checked and double checked that the timezone and end sale times are correct, I even tried removing the end sale time and changing capacity to unlimited, and the ticket still doesn’t show up!

I then tried to create a new ticket for the event from scratch and this doesn’t show up either!

I’m not using any caching currently, the site goes through Cloudflare but that is paused… I checked .htaccess for anything odd, all the usual stuff, to no effect.

In the browser I just have an empty ticket table:

<table class="tribe-events-tickets">

</table>

The event is this evening and my client understandably is not happy, they really need to sell the remaining 16 tickets!

Urgent help needed and any solutions greatly appreciated!

[Andras]

Hello instadesign,

Thanks for using our plugins and welcome to the forums!

I apologize for the slight delay in replying, we are experiencing heavy loads in our support forums at the moment.

I’m really sorry about this issue with the ticket sales. Let me try to help you with this.

I repeated these steps, carefully, and the same thing happened again 3 times.

Not sure why the stock levels did not change. Since the products are handled by WooCommerce it could be an issue there.

I even tried removing the end sale time…

I did some test to see what could be happening. What I found is that if you remove the end sale time, then at saving 12:00am will be automatically inserted and saved. That is basically the very first moment of the day so on that day the ticket will not be shown any more.

When creating a ticket then the start date / time will automatically be the actual time and date, and the end date will be the end date and time of the event.

What might influence the showing of the tickets is a difference in timezone.

• What is your WordPress timezone set to?
• What is the timezone setting for your events, under Events > Settings > General tab (bottom of the page)
• What is the timezone of the event itself?
• What timezone are you at?

I will try to do some more investigation until you get back to me with these.

Cheers,
Andras

[instadesign]

Hi Andras,

Thanks for your response. Obviously this event has now passed but I want to make sure the same thing doesn’t happen again.

In response to your questions:

What is your WordPress timezone set to?

GMT

What is the timezone setting for your events, under Events > Settings > General tab (bottom of the page)

It had a button prompting to update the database which I’ve now clicked and now I’ve selected ‘use the sitewide timezone everywhere’

What is the timezone of the event itself?

UTC. However this is odd: when I click ‘timezone:UTC’ in the event it shows GMT in the dropdown. I select GMT and update, and once more it shows UTC.

What timezone are you at?

GMT

[Andras]

Hi,

Thanks for your reply.

I wasn’t able to find a ‘GMT’ timezone neither in the WordPress settings, nor in the event settings. Are you using London timezone?

I did some further testing and we seem to have a bug. The end sale <span style=”text-decoration: underline;”>time</span> is not respected at the moment, so if you want ticket sales to go on still on the day of the event, then set the end sale date to the next day.

We already have a bugticket filed for this, I will add your thread to it.

I am going to set the status of this ticket to “pending fix” and we will update it once the fix is released. If you have any new questions or issues please create a new ticket and we’ll help you out.

Thanks and cheers,
Andras

[instadesign]

Hi Andreas,

Thanks for your response. We will try this out. Could I ask for some compensation on behalf of my client for loss of sales?

Screenshots attached showing GMT timezone in WordPress settings and individual event settings.

Thanks,

Henry

[Andras]

This reply is private.

[instadesign]

Hi Andreas,

I replied here on the forum and definitely dropped my images into the dropzone… trying again now I think maybe I just didn’t wait long enough for the uploads to complete.

Thanks,

Henry

[instadesign]

This reply is private.

[Andras]

This reply is private.

[Victor]

Hello Henry!

Just wanted to share with you that a new release for Event Tickets and Event Tickets Plus is out, including a fix for this issue 🙂

Find out more about this release → https://theeventscalendar.com/event-tickets-and-event-tickets-plus-4-6-1-1/

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

Best,
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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