Tickets won't email

[Carolina]

Event Tickets Plus is not working for me. When operations are marked as completed in Woo Commerce, tickets are not sent to customers, neither automatic nor manually.
I need an answer quickly because site is live and attendees are worrying about not receiving their tickets.

[Jay]

I had the same problem which I just fixed a few hours ago.

Turned out the server was missing the PHP module ‘gd’.

It was a matter of logging into the server and installing the package with “apt-get install php5-gd” and then restarting the web server.

I would contact your web host and ask them to look over php error logs. You’ll need to put a few orders through with the debug option enabled in the Events options.

[Carolina]

Support for this plugin is a disgrace. It’s pretty expensive and supposedly works out of the box but it doesn’t and no one cares

[Jennie]

I agree with Caroline. It should just work – fine if you know what you’re doing like Jay – but me? No idea so I’m having to wait for my web guy to get back to me. Meanwhile, I have a live event with no emails or tickets going out. Its a good look – not!

[Geoff]

Hey folks and thanks for reaching out!

Support for this plugin is a disgrace. It’s pretty expensive and supposedly works out of the box but it doesn’t and no one cares

@Carolina, I’m definitely bummed to hear this. Based on Jay’s response, it seems pretty clear that there was a server issue at play. I completely understand the frustration of something not working when it’s expected to, but a server is something our plugins have no control over and would have otherwise worked if the correct modules were in place. In other words, it sounds like (at least in Jay’s circumstance) an issue with the hosting service rather than the plugin itself, though the plugin was affected by that issue.

I really am sorry to hear that this experience gave you a poor impression of Event Tickets Plus. I can assure you that we do care deeply about the quality of our plugins and when issues are reported to us.

In the event that the issue is not server-related for you (as it was in Jay’s), then let’s try troubleshooting this by looking into some additional questions:

• Is it possible the emails are actually being sent, but are being automatically placed in recipients’ junk folders?
• Are order receipts successfully being sent for non-ticket purchases?
• If the answer to the above is no, what happens if you temporarily deactivate Event Tickets Plus and place an order – do the emails come through?
• If they don’t come through for non-ticket purchases, whether or not Event Tickets Plus is active, perhaps there is some other conflict blocking WooCommerce or stopping wp_mail() (the part of WordPress that sends emails) from working?
• Ultimately, would you be able to run through our standard troubleshooting steps – but be sure not to deactivate WooCommerce itself – and see if you can uncover any conflicts?

Let’s start here and see what we find.

Thanks,
Geoff

[Carolina]

Hi

GD module in PHP was installed so it wasn’t a server related issue. ANYWAY, i’ve told the hosting people to give me a hand and as a result the page is DOWN and i’m receiving hundreds of calls from customers that can’t buy their tickets. So i’m regretting having installed this plugin!

YES, order receipts are being sent.
Can you tell me which plugin one might be conflictin? I don’t have the list of plugins installed as the page is Down.

[Viacheslav]

Order receipts are sent for me too, but no event mails are being sent. And I have no idea where to search for the solution.

[Geoff]

Thanks for following up, @Carolina and I’m certainly sorry to hear about the continued frustration.

I’ve been trying this on my own test site and have been unable to reproduce the same issue — in other words, tickets are send just like order receipts when I test them out.

Of course, that doesn’t mean it’s not an issue — just means we need to dig a little deeper.

What was the result of you going through the troubleshooting steps I provided? Did it make any difference when the site was in default conditions, meaning a a default WordPress theme was activated (like Twenty Sixteen) and all other plugins deactivated (except for WooCommerce)?

i’ve told the hosting people to give me a hand and as a result the page is DOWN

Will you please send me a link to the page in question, even if it is down? Do you happen to know what the host did to cause the page to go down? I’m not sure how the plugin itself would cause the page to go down but I’d be happy to look into it as best I can!

YES, order receipts are being sent.

Just to clarify, the customers are receiving the order receipts and these are not the purchase notifications that you get as an admin, correct?

So i’m regretting having installed this plugin!

I’m definitely sorry to hear this. I did check your account and you are within our 30-day refund period. While I’d hate to lose you as a customer, I don’t want you to feel locked or trapped into something you regret and I’d would be happy to refund the purchase if you would like.

Thanks,
Geoff

[Anonymous]

Thanks for all the efforts, but I think this plugin is full of bugs. I set the tickets to autosend once payments have been made, I used to use Woocommerce Tickets with Events Calendar with absolutely no problems, now with the upgrade, I see that Attendee lists aren’t being updated at all, the autosend for tickets not sending at all, I’ve disabled plugins and made sure that woocommerce is disabled, all other emails can send out with no issues from the site, ran all updates, tried another theme including the theme you suggested, refreshed, cleared cache, done the troubleshooting steps…and and and. Still absolutely no success, just seems to be getting worse by the day, lots of enquiries and payments, but customers cancelling due to these errors. Oh and the checkout page is set to ‘allow guest checkout’ but the payment gateway we are using (Payfast – well supported by Woocommerce) keeps picking up that the checkout is set to NOT allow guests to checkout!! I’ve also restored old versions of events ticket plus and events calendar and events ticket and and and, but still no luck. Log files show up nothing…Very bad for business. Please assist with what direction from here, besides all the above you have already mentioned. Can someone perhaps login to our system and check, maybe you will have better luck or know-how..URGENT please, Regards

[Geoff]

Hi Sabathia and thanks for chiming in! Would be so kind as to open up a new thread? While your description of the issues sound similar to the one brought up by the original poster, they do appear to be different and we would like to support you directly with them rather than piggybacking on this thread and possibly crossing wires.

Thanks and we’ll see you in the other thread!

Geoff

[Support Droid]

This topic has not been active for quite some time and will now be closed.

If you still need assistance please simply open a new topic (linking to this one if necessary)
and one of the team will be only too happy to help.

[Author]

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