Stripe payment confirmed but Ticket not sold and confirmation not sent

Hi @florenciabergesio,

Thanks for reaching out to us. Sorry to hear that you are having this issue here.

There are a few potential reason behind emails not being sent. One would be WPMail Service issue and the emails flagged as Spam. Could you check your Spam folder and see if marked as one?

Could you try installing WP Mail SMTP? And make sure that emails are sent. Using SMTP Server with authentication will bypass the built-in mail functions. Moreover, please make sure you configure the test settings using the plugin’s built-in tool.

See the article with the steps outlined here: https://theeventscalendar.com/knowledgebase/k/smtp-email-deliverability-issues/.

Let me know how it goes, I’d be glad to help you out further.

Best,
Abz

Hi @abzlevelup
I think you misunderstood. The mails are being sent correctly when the purchase goes through correctly.

The problem is: The events ticket DID NOT PROCESS THE PURCHASE even though Stripe did process the purchase correctly.

That means that Stripe took the money correctly, but The events ticket plugin HAD AN ERROR and didn’t even register the purchase.

Hi @florenciabergesio,

Apologies for the confusion, and appreciate you giving me more context here.

That’s not good and quite unusual. I would need more information. Could you provide me the version of The Event Tickets? Moreover, are you using WooCommerce + Stripe or Tickets Commerce + Stripe? Also, do you happen to capture the error after the checkout — would be good if you could provide us a screenshot/screen recording?

I would recommend reconnecting the Stripe, and see if that makes a difference. Lastly, please do test for conflicts there might be another plugin that’s causing the issue. We would suggest doing this test on a staging site as well, just to be safe.

Let me know how it goes, and how would you like to proceed. Please do keep me posted.

Best,
Abz

Hi @abzlevelup
I am using Woocommerce with Stripe for other parts of the site.
I’m using The Events Tickets with Enable Tickets Commerce active.

The ticket purchase DID NOT display any error. It DID make the purchase with stripe. It DID NOT show any confirmation message via wordpress and it DID NOT lower the counter for available tickets, so there was NOTHING for us to take a screenshot. Unfortunately, we were not screen recording.

Plugin versions:
The event tickets: 5.3.2
Woocommerce: 5.9.1

Other plugins: WooCommerce Stripe Gateway 6.3.0

I’m going to test for conflicts and try (yet again) to connect to Stripe, but as far as I can see this is an error with this specific plugin.

Something that I forgot to mention and now I think that it might be good to know: I could not connect the Stripe webhook. I followed the instructions and I also followed this video: https://www.youtube.com/watch?v=DSRoyQ54lSE and I even commented on the video asking for help, since the plugin never authenticated the webhook, no matter how many times I tried or how much time I waited, or how many different webhooks I created.
I have successfully created and connected a stripe webhook to Woocommerce in the past, so I know that it is working from Stripe’s end and the problem is in this plugin as well

Hi @florenciabergesio, thank you so much for providing me more information here. This would definitely help us replicate and debug the issue you’re having. I’m also sharing this information to our team.

Yes, please do try testing for conflicts. I suspect that this could a conflict, could you try using Woo + Stripe instead of Tickets Commerce? There might be a bottleneck between the two when both enabled with Stripe. I would also recommend creating a staging server for testing.

Apologies for the inconvenience. Hang tight for now, and I’d get back to you as soon as I know more.

Have a great day.

Best,
Abz

Hi @florenciabergesio,

I would need more information for us to replicate the issue:

1. What settings are you using to decrease ticket availability?
2. Which payment methods used for the different purchases?

We’d like to dig deeper into this a little further, could you send us your Stripe Account ID and Stripe Order Number (the order that was registered on Stripe), to [email protected]. Please notify us in this ticket whenever you have sent it.

I also heard back from our dev, saying:

Credit Card purchases are confirmed automatically, so they don’t need webhooks working for the Order to be properly updated and ticket counts to be updated.

Other methods have delayed confirmation (because they depend on banking routing to work) and these need webhooks working for the Orders to be updated. Depending on which settings they are using for ticket availability, this changes when we send out the emails with tickets, which could explain the difference and boil it down to an issue with their webhooks setup. We have other customers using Woo+Stripe and TC+Stripe and that works.

Looking forward to your response. Again, appreciate your time and patience.

Best,
Abz

Hi @abzlevelup
I’ve sent the information you requested via email.
I don’t understand some of the things you told me.

You asked me if I could “try using Woo + Stripe instead of Tickets Commerce”. I don’t understand how to set up the events ticket in that way, could you refer a tutorial on how to sell your tickets via woo?

I’ve used woo + stripe in other parts of the site and I already know that it works correctly.

And for the 2 questions you sent me last:
What settings are you using to decrease ticket availability?: I don’t understand that question. Is there more than one method? I created an event with 5 available tickets, and that amount should decrease per buy.
Which payment methods used for the different purchases? Both purchases used the same payment method, a Mastercard credit card.

In case we need those other methods, could you help with the webhook problem? As I mentioned I followed the tutorials and videos and the plugin never authorized it (didn’t even show any indication that it was loading or anything)

Thanks

Hi @florenciabergesio,

You asked me if I could “try using Woo + Stripe instead of Tickets Commerce”. I don’t understand how to set up the events ticket in that way, could you refer a tutorial on how to sell your tickets via woo?

Apologies for the confusion, WooCommerce Integration is only available with the Plus version of Event Tickets. For now, this is not applicable to you since you’re using the Free version, but could also be an option for you if you decided to go with the Plus version. Sorry for not being clear.

Appreciate you providing me more information here. This seems to be an isolated issue, and I could also confirm that we received the Stripe Account ID and Stripe Order Number — thanks for providing it.

Hang tight for now, and I’d coordinate with the team and investigate further of this issue. I’d get back to you as soon as I know more.

I’m eager to get to the bottom of this. Appreciate your time and patience.

Best,
Abz

Hi @abzlevelup
I was wondering if there have been any developments? I haven’t heard back from you in a week

Hi @florenciabergesio,

I responded back to you with the next steps on the email, but I have not heard back from you.

I’d resend the message on the previous ticket from our helpdesk, could you also check your SPAM folder?

Have a great day.

Best,
Abz

Hi @abzlevelup
I apologize for the delay. I did not expect you to reach out to me via email when I opened the support ticket on the WordPress forum. I was checking the forum daily, and didn’t see the email.
I responded to the email this time, because I’m sending you a screenshot.

Hi @florenciabergesio, no worries and no need to apologize. Already responded to you via email. Moving forward, I’d be responding through that email thread. Once we have updates or resolve the issue, I would comment the findings here and keep this thread open for the community.

Appreciate your time and patience here. Have a great day, Maria.

Best,
Abz

Hi @florenciabergesio,

Since we haven’t heard from you in a while on this topic we will assume that the problem was fixed or is no longer applicable and with that, I will mark this as resolved.

If that is not the case, please let us know and we will gladly remove the “Resolved” tag and try to help you further. Or you can create a new topic with the problem if you prefer.

Best Regards,
Abz