Ticket Form Data Is Missing On Random Orders

[Sean Aguilar]

I use the ticket plugin to collect form data when customers buy tickets. About 1 in 20 tickets have no data – even though I set the fields to be required. This requires me to follow up with the customer to get the data…this is a huge hassle. I can’t figure out why some customer’s data isn’t collected.

[Patricia]

Hey Sean,

Thank you for reaching out to us!

I hope you’re having a good week/day. Firstly, I’d like to apologize for the delay in response. Thank you for your patience all this while! It’s been really busy in the forums lately, and we’re doing our best to adhere to our Scope of Support / Terms for you and everyone else.

I’ve ran some tests and believe that I’ve found the reason why some of your tickets don’t have the required data: for example, if you decide to buy two tickets, you are asked to fill the attendee info for both tickets in the event/ticket form, but if you decide to buy one more ticket while in the cart (before checkout), that third ticket will be added to the same order, but without the required attendee info.

To confirm if this is the same issue you are experiencing, could you please let me know if the tickets with the details missing are linked to the same order number (as you can see here)?

Thanks!

Patricia

[Sean Aguilar]

Unfortunately it doesn’t look like any of the orders with missing info are part of an order with two tickets. There were a couple of orders with two tickets but they have all their data.

[Patricia]

Hi Sean,

I’m sorry to hear that! I’ve ran a few more tests, but wasn’t able to reproduce the issue: all tickets with required fields won’t allow me to proceed to cart unless I fill them, the only exception is the one I mentioned in my previous reply.

Curiously, one thing that I noticed is: if I fill the required fields with one space and nothing else, I’m allowed to proceed. I believe that’s the glitch: some of your attendees are filling the required fields with blank spaces and are allowed to proceed after that.

Could you please let me know if you can reproduce this from your end as well?

Thanks!

[Patricia]

Hi Sean,

This is just a quick follow up to let you know that I’ve logged a feature request to prevent this and linked this thread to that report.

I cannot guarantee when this feature will be implemented, as it’s in the development team’s hands now, but the good news is that you will be contacted as soon as a solution is available.

If you have any other questions, please let me know and I’ll be happy to assist!

Best Regards,

Patricia

[Victor]

Hi Sean!

Just wanted to share with you that a new release of our plugins is out, including a the feature request in this topic 🙂

Find out more about this release → https://theeventscalendar.com/maintenance-release-for-the-week-of-27-may-2018/

We appreciate your patience while we worked on this.

Please update the plugins and let us know if it 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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