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Andras,
We updated the core theme which fixed the javascript errors (well, I’m not seeing them any longer, so I’m assuming they are now solved since console is not throwing those errors for those specific pages, referencing your screenshot), but it still seems the front-end tickets do not count down. I also checked the events themselves, but do not clearly see where the event/attendees are set. Can you clarify this for me?
Thanks a lot!
Andras,
Thanks for the input and suggestions. I’ll try these. Also that error could be from the Divi version we are using… so we will be performing the new update this week, or early next. I’ll report back with any updates! Thanks a lot!
Andras, thanks for everything! We have some updates now. Below are the responses I received from the client and their users regarding the ticket issues. Please give these a read and check out the screenshots. Let me know of a direction to go.
Explanation 1:
One parent wanted two tickets for 2 children for event 1 on 31 Aug. She entered ‘2’ tickets and clicked the ‘buy now’ button. It took her to PayPal to pay but did not ask for any child information for either ticket. I have included a screen shot (one email in 2 parts) of her confirmation – which gives her 2 tickets on one email.Explanation 2:
It looks like the issue is with one particular event, so it seems isolated. If anyone books this event – it doesn’t give the option to fill in a form.3 issues relating to this event:
1. a customer has booked into 31 August club for 1 ticket (no option given to fill in a form)
2. customers have booked into 31 August club for 2 tickets (no option given to fill in a form)
3. a customer has booked into 31 August for 2 tickets plus Mining & Crafting 14 August for 2 tickets (no option to fill in a form)
Anyone booking one to more tickets to any of the other events have all filled in the form and details are showing, so it seems the issue is with the one actual event on 31 August.
Please note the ticket counter still isn’t working on any of the events on the front or back end.
Additional Comments
Also it seems like some events still have the ticket countdown issue – do you have any suggestions on what I could check?Andras,
Thanks again for your patience… still waiting on the much needed feedback on my end. Hopefully we hear something this coming week! I’m sorry this is taking so long, but I am pushing for them to get this to us as quickly as possible!
Much appreciated!
Andras,
Just letting you know we are waiting on a response from the client. Hopefully we will hear something by the end of today! I just didn’t want to leave you hanging.
Thanks again!
Andras! Thanks for the educated answers here. Awesome.
1.) Tickets Not Counting Down
Good to know you were able to verify this was a bug. Luckily the front-end experience for the user does not show this error, so from a professional standpoint that’s okay… but in the back-end for the website owner, this could be frustrating. I’m looking forward to an update on this!2.) Purchaser Details Not Showing
Thanks for the reply here as well. I have reached out to the person with this issue and have asked for a detailed description on how their customers are making these additional purchases. Hopefully I have something soon for you.Thanks again, Andras. Hope to get this sorted quickly!
Barry,
So, this update DOES fix the issue. I appreciate your team finally getting on this release so we can get this out to our clients.
I trust that the issues with this ticket and how it was handled so poorly, wasting weeks of precious time in which my client wasn’t able to operate, will be addressed.
I’m marking this issue as resolved. Have a great day.
Micha
Victor,
Thank you! I’ll be giving this a test as soon as I can. I’ll reply back here with what I discover. I appreciate the update before this week’s end – now let’s hope it works!
Barry,
The end of this week will be roughly 3 weeks without these payment/booking working and we only have a maybe. This is just one disappointment after another here.
I would understand the length of this ticket, the slow turn around, the lack of experience in troubleshooting from a junior support staff, running me through things and re-questioning things already answered, and after finally admitting it’s your fault and a patch will “maybe” come this week… if this were some minor design or maybe even a medium level issue.
However, this is neither. It should be high priority because it is DIRECTLY effecting this client’s revenue stream! I bet you would have all hands on deck if some code bug was messing with your revenue stream, but your clients don’t get the privilege or priority here?
As a developer myself, I have to deal with support and sometimes we mess up too. This I get. But we are one mistake after another here and now we can’t even get a solid turn around time?
On this same note, you should really have a priority system like low, medium, high, etc. to classify these tickets and this one, should be high since it’s effecting revenue.
Please try to give me something more solid. Our client is asking and is getting sick of hearing “we’re waiting on Tribe to give us an answer”.
Micha
Thank you for the acknowledgement of the issue! Glad we’re making some headway. I assume this is being handled as high priority on your end – do you happen to have an ETA when we can see some updates and a solution?
Thanks!!!
Barry,
I am getting my client to do the #1 and #3. I can not install that http request plugin at this time. This is a very large multisite that these sites are on. Currently only two sites are using this plugin, but if/when we get the bugs worked out, we’ll be licensing for the network. Currently, it’s just for these two.
Because this is a large multisite network, we can not just randomly add new plugins without testing. While this plugin may be safe, the addition of any new code must be more carefully considered and run through our internal checks to be installed. It took me several days to get the testing plugin Jamie wanted installed for the same reasons.
I’ll confirm back when I have more info for you on #1 and #3. In the meantime, please please please get your team on why that setting to confirm booking before the paypal transaction working correctly!
Micha
Barry,
I appreciate you coming online and trying to help here. I understand “you’re trying to help”, but if you read the above, we have several times of very wasted conversation, questioning, and troubleshooting logic. Even after I told her the theme could not have been the issue, we still somehow spend 4 communications back and forth trying to sort that crap out.
that’s fine if we’re face to face… but we’re not. You’re relies have been around 18-24 hours or so, essentially a day. So, a wasted communication is wasting a day! That is absolutely unacceptable to me. I’m completely pissed at your team’s response to this ticket… and looks like we not how someone else that is have the same trouble.
Simply put: your team need to do better and quit making excuses.
Next, before I touch on your suggestions, you and Jamie have BOTH consistently ignored the fact that the option to confirm the booking BEFORE the PayPal is complete IS ON.
Very literally, what should be happening is as soon as the pay now button is clicked, the reservation is made! I need you to fix that like NOW. If we have that working, we can at least ensure that the client gets her info. It’s rather unlikely that someone would go through that and not complete the process, but even if so, it’s the lesser of two evils here and having this fixed would allow us the time to better troubleshoot this without having our client breathing down our necks and conversely, us breathing down yours.
So, before we start blaming this and blaming that… I want you guy to verify that this setting is broken. I’ve tried it on several sites and it DOES NOT complete the booking unless the PayPal transaction goes through, even though the setting CLEARLY says it’s supposed to do this before the PayPal transaction.
Seriously guys… this is enough of this crap. Fix your problems… then we can talk about how to identify the clients problems!!!
I’ll review your PayPal suggestions and start working on that. In the meantime, please get your devs on fixing this. It’s beyond ridiculous that you haven’t even acknowledged this as many times as I’ve brought it up. This thread is just a sad excuse for support. I expect more.
Micha
Jaimne,
Goodness! Why are we still asking questions I’ve answered already? One more time…
User goes to event and fills out ticket (with custom fields), the user is then redirect to PayPal after clicking the pay button, the user pays, then the user must click “return to site”, then the owner is done. From there, the client is getting the PayPal order, but the event ticket is NOT being registered. No registration whatsoever.
HOWEVER, and like I’ve also said a number of times, the client did have a week or so with successful payments and registrations, then they stoped. However, not updates to settings, plugins, themes, etc. happened.
ALSO… your setting in the tickets tab for “Decrease available ticket stock as soon as a Pending order is created.” and “Only decrease available ticket stock if an order is confirmed as Completed by PayPal.” do not make a difference. This illustrates a further problem on your end though, because even if the IPN is having an issue, the first option should decrease the stock and book the event as soon as the pay now button is clicked, even if the payment doesn’t complete.
I need better service here guys. I don’t know what to do, but this has been 9 days on a critical issue and we’re talking in circles. Jaime, once again, I request that you please pass me off to senior support agent that will take additional steps in this matter without going full circle asking questions that have already been answered and wasting yet another day.
Please, have someone higher up follow up.
Micha
