Tickets not being sent via email (and I have marked order as "completed")

[robbo870]

I have tested this and when I place an order for a ticket, I get:

– one email to say my order has been received
– when I marked it as “complete” I get another email to say it’s complete
– but I don’t receive a third email like in your primer video to say “here is your ticket” with the security code etc.

Am I doing something wrong? My client has told me that over 100 tickets have already been sold and that nobody receives the tickets.

I do notice that the 2nd email to say the order has been “completed” also doesn’t say “you’ll recieve your tickets in another email” like your primer video does.

So, I need some help in finding out what’s going wrong and where. Thanks.

[Barry]

That is odd, particularly as it sounds like the other emails are indeed being dispatched and received.

I do notice that the 2nd email to say the order has been “completed” also doesn’t say “you’ll recieve your tickets in another email” like your primer video does.

This is definitely a bit concerning. Once the order is completed, the customer should indeed receive an appropriate order is complete email and it should include some text as follows:

You’ll receive your tickets in another email.

The email containing the actual tickets should be dispatched almost immediately after this. The fact that you don’t see the above text, though, has me wondering if something else other than email/hosting woes is at play.

It doesn’t look like you’ve been able to run through our standard troubleshooting/conflict test steps yet – would you be able to give those a go and see if that uncovers anything?

[robbo870]

You’re right!! There is a conflict…

I tested after following all the steps so now I’ll go through the theme and each plugin and I’ll update to let you know which one is causing the conflict.

[robbo870]

I don’t understand, but now I have re-activated all my plugins and my theme and everything is still working… at least for my testing purposes.

I will double check with my client tomorrow (I want to confirm before I close the ticket) but it looks like it’s all working!

I don’t suppose there is a way to re-send the tickets via email to the existing customers who didn’t receive them? For example, marking all the orders as processing and then marking them as complete again?

Thanks!

[robbo870]

Another update, I searched the forum and saw that there is an option to resend tickets when you click into the order. Cheers Barry, all is working now.

[Barry]

There is indeed a way 🙂

Just for the benefit of others hitting this thread, simply edit the orders via WooCommerce and look for the Order Actions dropdown – you can choose to resend emails from there.

Glad everything’s sorted here and I’ll go ahead and close this thread. Of course, if we can help with anything else, please don’t hesitate to create new threads as needed and one of the team will be only too happy to help.

Last but not least, we’re always interested to hear about our users’ experiences with The Events Calendar in general and if you’d like to leave a note on our plugin review page we would love to hear from you 🙂

Thanks again!

[Author]

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