[Jaime Marchwinski]

Hi Jennifer,

Thanks so much for reaching out!

I’m sorry that you haven’t received a response so far, as we do not work over the weekend.  But we are here to help you now!

As far as setting the time format, you can set this in WordPress globally, by following the settings listed in the following article: https://theeventscalendar.com/knowledgebase/setting-the-time-format/

As a first step, let’s try to rule out if 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 it goes!

 

Thanks,

Jaime

[Jaime Marchwinski]

Hi Niels,

Thanks so much for reaching out!

I’m sorry to hear that you are having an issue with your orders.  Unfortunately, as per our Support Policy, we cannot log in to your site, but we will do our best to help you here.

Is the example you provided the only order missing from the Attendees List?  If there are others, can you see a pattern for the reason why these orders are not registering as Attendees?  It is possible that some payment gateways do not add to the Attendee List.  The example that you provided me with purchased with a direct bank transfer.  If you set the order to Completed, do you see any changes?

I see that there are other orders marked as On Hold that do show up on your list, however the one missing from the list is marked as Guest.  Does altering this field change anything?

Here is a forum thread where a customer created some custom code to fix the issue, you are welcome to try out a similar solution: https://theeventscalendar.com/support/forums/topic/attendees-missing/

Please let me know how it goes and if you have any other questions along the way!

 

Thanks,

Jaime

 

[Jaime Marchwinski]

Hi Joffrey,

Thanks so much for reaching out again!

I’m sorry to hear that you are having an issue with the way that states are displaying on your site.  As a first step, please update all of your plugins to their most recent version.

Can you confirm that you have not entered state abbreviations for your events?  I am trying to replicate the issue on my end and want to ensure that I have similar conditions to your setup.  Please let me know if there’s anything else I should know.

Another thing that may interact with what appears in that area is Location Search.  If you have Location Search configured, it may pull state information from there.  You can read more about that here: https://theeventscalendar.com/knowledgebase/events-calendar-pro-location-search/

Please let me know how it goes, and if you have any other questions along the way!

 

Thanks,

Jaime

[Jaime Marchwinski]

Hi Colin,

Thanks so much for reaching out!

As a first step, you can merge duplicate venues and organizers by going to Events Settings<General<Merge Duplicates.  Of course, before doing this, it is always advised to create a backup of your database.

You can enable Advanced Post Manager for venues and organizers.  Here is more information on how to configure that: https://theeventscalendar.com/knowledgebase/filter-and-sort-events-with-advanced-post-manager/

Let me know how it goes and if you have any other questions along the way!

 

Thanks,

Jaime

[Jaime Marchwinski]

Hi Dennis,

I can certainly understand your confusion.  As for the four deleted attendees at the top, do you have any idea as to where these could have come from?  It could be a test order that was deleted or something similar.  You can check in your list of Attendees and see what the total number is there, and that should be able to shed some light on how many people will actually be attending the event.

As for the total_sales custom field, you will want to add the actual number of attendees there, which is 343, and click Update.  It is still 343, as you started with 358 – 4 deleted – 11 cancelled = 343.

I hope this helps to provide some clarity for you, please let me know if you have any other questions on this topic!

 

Thanks,

Jaime

[Jaime Marchwinski]

Hi Chris,

I’m sorry that I couldn’t give you a better answer.  One other thing I would suggest would be to take a look at your Admin roles and permissions, and see if you could alter things to do what you are looking for.

You are welcome back in our support forums any time, and please don’t hesitate to reach out if something else comes up!

For now, I am going to close this thread.

 

Thanks,

Jaime

 

[Jaime Marchwinski]

Hi Alyson,

I believe what you are seeing may be a result of a conflict with your Enfold, although there may be more at play as well.  When you were testing for conflicts, did you try switching to a default theme?  If so, were the results any different?

I took a quick look at your Events Settings, and noticed that some of your Display settings are missing.  After doing some digging, I found that this is something that Enfold (your theme) does automatically.  I found a thread on Enfold’s support forum that may help you to get these options back: http://www.kriesi.at/support/topic/default-template-settings-missing-from-event-calendar-pro/

Please let me know how this goes!

 

Thanks,

Jaime

[Jaime Marchwinski]

Hi Melanie,

Thanks so much for updating your plugins and for working with us through this process.

It’s worth noting here that soft 404s may not be a big issue, if they aren’t affecting anything on your site.  I know that you are concerned about your SEO, and that is a common issue.  Please take a look at this Knowledgebase article that we have about this exact issue, to give you some more insight and explanation: https://theeventscalendar.com/knowledgebase/404_and_seo/

If you are still concerned about seeing these 404s, you may want to explore the settings that you have in your Yoast SEO plugin.  The following forum threads have addressed the same issue and may be able to point you to some ideas about what to try next:

• https://theeventscalendar.com/support/forums/topic/google-crawl-error-increase-in-soft-404-pages/
• https://theeventscalendar.com/support/forums/topic/soft-404-errors-in-google-continued-in-latest-version-2/

If you are still experiencing the issue, please make sure that your Yoast SEO Plugin and your WordPress version are also up to date.

Please let me know how it goes and if you have any other questions along the way!

 

Thanks,

Jaime

[Jaime Marchwinski]

Hi Camilla,

Welcome and thanks for reaching out!

Under WooCommerce Settings<Checkout, you have the option to choose your cart and checkout pages, as well as a few other options, so that may be a good place to start.

You can also try a third-party plugin, such as Redirection, which may be able to give you the results you are looking for.  We are not affiliated with this plugin in any way, so I cannot guarantee compatibility, but it is worth a try!

Let me know how it goes!

 

Thanks,

Jaime

[Jaime Marchwinski]

Hi Helen,

Thanks so much for reaching out!

Yes, the email template is located at wp-content/plugins/event-tickets/src/views/tickets/email.php.  You do not want to overwrite the original plugin code, but rather, you should make a copy of that template in order to edit it safely.

You will want to make a copy of that template and place it in wp-content/themes/your-theme/tribe-events/tickets/email.php.

Here is our Themer’s Guide for more information: https://theeventscalendar.com/knowledgebase/themers-guide/

Depending on what it is that you are trying to edit, you may want to also look at the tickets/orders-rsvp.php template and the tickets/rsvp.php template.

I hope this helps to point you in the right direction, let me know how it goes!

 

Thanks,

Jaime

[Jaime Marchwinski]

Hi Mo,

Thanks so much for reaching out!

I’m sorry to hear that your site is running slowly with use of our plugins.

As a first step, please have a look at our Performance Considerations and see if there is anything you can adjust in order to help your site run better:

https://theeventscalendar.com/knowledgebase/performance-considerations/

After that, you may be interested in caching, so take a look at this article:  https://theeventscalendar.com/knowledgebase/caching-basics/

Let me know how it goes and if you need any further assistance on this topic!

 

Thanks,

Jaime

[Jaime Marchwinski]

Hi Robert,

Thanks so much for reaching out!

You are welcome to view our templates in our Themer’s Guide, however we do not have any templates available for apps at this time.

I’m sure you have already seen our API article, but here it is anyway: https://theeventscalendar.com/the-events-calendar-wordpress-rest-api/

I’m sorry we don’t have any more information for you, please let me know if there’s anything else we can assist you with!

 

Thanks,

Jaime

[Jaime Marchwinski]

Hi Chris,

Thanks so much for reaching out!

Unfortunately, there currently is no way to export attendee data, without logging in.  You can read more about your options for exporting attendee data here: https://theeventscalendar.com/knowledgebase/managing-your-orders-and-attendees/#exporting-attendees

You could try a third-party plugin, such as WP All Export, which gives you lots of options for customizing the data exported, and may be able to getting you closer to what you are trying to achieve.

I hope this helps!  Please let me know if you have any other questions on this topic!

 

Thanks,

Jaime

[Jaime Marchwinski]

Glad we could help, you are welcome back in our support forums any time!

For now, I am going to close this thread.

Have a great weekend!

[Jaime Marchwinski]

Hi Alyson,

As per our support policy, I unfortunately cannot log in to your site to take a look.  Let’s try to do some troubleshooting here first, and I’ll try to address all of your issues.

Under Event Settings>Display, you can set a Default View, as well as a Default Mobile View.  Can you confirm that you have done this and it is still showing the wrong view?  Although you cannot provide me with links (if the site is in maintenance mode), perhaps some screenshots would be helpful.

In the meantime, please make sure that all of your plugins are up to date.  If you are still having issues, as a first step, let’s try to rule out if 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!

 

Thanks,

Jaime

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