Tickets Email not sending after completed order

[Lars]

I currently have a problem with the completed order email and the tickets email. It happens as follows: when setting an order as completed the tickets Email is not send.

The only way to send the tickets email is through the “resend tickets Email” in an order.

Furthermore. I’m using the PDF Tickets plugin and the PDF is not being attached to the email from the Tickets, which is terrible because the format in the HTML Tickets email looks completely different to what I already have in the PDF.

• This topic was modified 8 years, 2 months ago by Lars.
• This topic was modified 8 years, 2 months ago by Leah.

[Geoff B.]

Good evening Lars and welcome to the Events Calendar Support forum!

Thank you for reaching out to us.

We are sorry to hear about the issues you have bumped into with the emailing of tickets.
I would love to help you with this topic.

when setting an order as completed the tickets Email is not send.

There are a few potential reasons for that. The most common causes are:

1. Issues with the WPmail service
2. The emails somehow being flagged as spam

You can have the system send tickets from any chosen email address by simply installing, configuring and testing the following plugin: https://wordpress.org/plugins/easy-wp-smtp/

Using a real SMTP server with authentication will bypass the built-in WP mail functionality altogether.

Please make sure you configure and test the settings using the plugin’s built-in tool.

This solves 90% of similar issues.

Furthermore. I’m using the PDF Tickets plugin and the PDF is not being attached to the email from the Tickets, which is terrible because the format in the HTML Tickets email looks completely different to what I already have in the PDF.

By the sound of it, it looks like there is some type of conflict at play.
This is usually because of:

1. A conflict with another plugin (as a side note, at this point we do not offer official Polylang support for our Event Tickets plugins)
2. A conflict with your WordPress theme
3. A template customization for the Events Calendar that requires updating

When it comes to that type of issue, it is preferable to troubleshoot in a staging environment if you have one.

A first quick test is to simply temporarily revert back to a default WordPress theme such as twenty-sixteen to see if the issue persists.

The next step would be to go through our testing for conflicts procedure and let us know what you find out.

Basically the goal here is to revert back to a bare WordPress installation to see if the problem persists. It also allows us to pinpoint what the cause of the issue is.

But, before you do that, there are 2 things I would advise:

1. Make a backup of your database
2. Consider activating a “Maintenance Page” plugin if you are doing this on your live site (to minimize impact on your visitors)

Let me know how that goes.

Geoff B.

[Lars]

Hello Geoff,

I’ve been trying to fix this issues. I installed, configured and tested the Easy-WP-SMTP Plugin that solved my problem with some “order complete” emails not being sent to customer.

However I still have a problem with the PDF Tickets plugin, the PDF tickets are still not being attached to the Tickets email. I tried deleting temporarily my customization and deactivating plugins that could be interfering with this and my customers still get nothing attached to the email.

Could this be because of some Woocommerce/ events calendar / events ticket plus update? I’ve noticed that the PDF Tickets Plugin hasn’t been updated since its first release.

I hope you can help me, the event we’re hosting is coming soon and customers are getting irritated because of not getting their tickets yet.

Thanks in advance and best regards

[Geoff B.]

Good afternoon Lars,

I am glad to hear you are making progress on this.

As for the PDF not being attached to the email, it does seem like there is some type of conflict there.

By the sound of it, it looks like there is some type of conflict at play.
This is usually because of:

1. A conflict with another plugin
2. A conflict with your WordPress theme
3. A template customization for the Events Calendar that requires updating

When it comes to that type of issue, it is preferable to troubleshoot in a staging environment if you have one.

A first quick test is to simply temporarily revert back to a default WordPress theme such as twenty-sixteen to see if the issue persists.

The next step would be to go through our testing for conflicts procedure and let us know what you find out.

Basically the goal here is to revert back to a bare WordPress installation to see if the problem persists. It also allows us to pinpoint what the cause of the issue is.

But, before you do that, there are 2 things I would advise:

1. Make a backup of your database
2. Consider activating a “Maintenance Page” plugin if you are doing this on your live site (to minimize impact on your visitors)

Let me know how that goes.

Geoff B.

[Geoff B.]

Additionally, could you please send me a copy of the latest version of your WordPress theme / child theme via a link to a .zip file link (stored Dropbox or Google Drive) so that I can run some tests on my end ? I recommend a private reply for that purpose.

Please ensure you are using the latest files as found on your actual website.
This way I will get access to any updates or customizations you might have made.

[Lars]

This reply is private.

[Geoff B.]

Good afternoon Lars,

Thank you for the theme files.

I have ran some tests and I would like to recommend a couple of things before you contact your hosting provider.

First and foremost, I would recommend a full backup (wp-content and database). What would be even better is if you had a staging/testing environment to play in.

Next here are my suggestions:

1. The version of Fruitful you are using is almost 2 years old and contains some pretty outdated WooCommerce templates. Please update to the latest version.
2. Your WooCommerce version is a bit behind. Please update that as well.
3. I am noticing that you are using Polylang. Although this is a great plugin, I believe the author has only made the Events Calendar compatible with it, not Event Tickets or Event Tickets Plus at this point. Furthermore, I believe you need the Pro version of Polylang to get that (but I might be mistaken). So my next suggestion is “can you temporarily deactivate Polylang” to see if that helps.

Let me know how that goes.

Best regards,
Geoff B.

 

[Lars]

This reply is private.

[Lars]

This reply is private.

[Geoff B.]

Good evening Lars,

First of all, major kudos to you. Your efforts to troubleshoot the issue are quite remarkable.

As suggested in the troubleshooting link I sent earlier, the best approach is to deactivate everything and return to a barebones installation (this is best done on a testing or staging copy of your site – or at least while a maintenance page plugin is up and running).

In any case, the error messages you are getting seem to be related to deprecated ways of accessing certain parts of the email templates.

Provided you have upgraded everything (even all of your plugins), the possible culprits are:

1. Fruitful, even at the latest version does not seem to have fully updated WooCommerce templates (which is a bit surprising). Try temporarily reverting back to a default WordPress theme such as twenty-sixteen to see if that helps.
2. If you have performed any type of customizations, please temporarily remove them (switching to a default WordPress theme usually solves that)
3. Deactivate all non-essential plugins (including WooCommerce booster) and reactivate them one-by-one

I believe this should enable you to find out precisely what the cause of the bug is.

Let me know how that goes.

Best regards,
Geoff B.

[Lars]

Hello Geoff,

I’ve tried everything to get the PDF attachments in the emails. As you said I downloaded all my data and hosted my site local so I could test if any plugin or theme was the source of the problem. Sadly I didn’t find a solution, went through all the errors I could find in the logs and fixed them but without any luck.

Have you tested the PDF plugin with the current versions of your products and Woocommerce? It seems really odd to me.

Anyways we ran out of time and we will have to send the standard ticket email to our customers, since the version we have developed now, only maintains the its format if it is on a pdf.

[Geoff B.]

Good evening Lars,

I am really sorry your efforts were not met with more success.

Yes, absolutely. We have tested things with the very latest version.
In fact, I just did that again just to be extra sure.

One thing that might be worth a shot is to deactivate and reinstall all the plugins and the extension.

The other thing I am curious about is do you see the PDFs in your /wp-content/uploads/ folder and are they being correctly generated ?

Best regards,

Geoff B.

[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

[Cliff]

Hi. We published an update to PDF Tickets at https://theeventscalendar.com/extensions/pdf-tickets/

Version 1.1.0 fixes the issue of PDFs not being attached to emails as you reported.

See the changelog, update to Version 1.1.0, and let us know how it works for you.

Thanks for contributing by sharing your feedback!

[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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