Tickets Stuck on Pending: Payment Successful on Stripe

Hi @increaseweb604

Thanks for reaching out.

For us to help you better, could you provide the available Payment option that you have in Stripe? Also, please provide the URL where can check the tickets. I want to check it further on my end.

This is just one of the events that have had an error:
https://thetrufflefarm.ca/event/champagne-truffle-infused-fresh-flower-cake-pop-designer-bouquet-friday-feb-7th/

The only payment methods that have been used, are Mastercard or Visa.

Thank-you for your time, much appreciated.

• This reply was modified 1 month, 2 weeks ago by increaseweb604.

Hi @increaseweb604 ,

Thank you for your message and the information.

Just to be clear, are you saying that all users who purchased a ticket for the Champagne & Truffle Infused Fresh Flower Cake Pop Designer Bouquet – Friday Feb. 7th event are showing Pending orders in the Order’s screen? If yes, have you checked your site’s Stripe webhook (see Setting up Webhooks for Stripe and Tickets Commerce)?

Yes this has been done, and all check marks are green.

I have litespeed cache, and the website is served through Cloudflare. I also have BBQ Firewall installed for the firwall security.

Any idea what might be causing this issue?

Hi @increaseweb604 ,

Thank you for your message and the information.

Firewalls have the potential to block connection between your site and Stripe, particularly the webhook events coming from Stripe. I would recommend you try deactivating your firewall, and see if that alleviates the situation.

Hi @increaseweb604

I hope you’re doing well. I just wanted to touch base and check in with you. It’s been a little while since we’ve heard from you. I was just curious if you had the chance to try out the recommendation provided above.

Let me know if there’s anything I can assist you with.

Hi there,

It seems like it has been some time since we received a response from you, therefore, I will consider this matter as resolved. If you require any further assistance, please do not hesitate to start a new thread.

Hey team,

I wanted to re-open this thread as our development team are also experiencing the same issues mentioned above -I do want to note that the webhook connection was unfortunately not completed as needed.

I do want to note that we experienced a catastrophic event with ticket orders and server timeouts that took place during the event sales period. Because of this, we currently have thousands of orders stuck in “pending” and are unable to even access the orders page as there too many orders. It causes the site to 502 due to the sheer quantity.

In addition, regardless of whatever version we leverage ( whether pre ECP 6.8 or post ECP 6.8 ) we are encountering the same issues in accessing the Orders page. I will state that the latest release of the Events Ticket Plus export functionality does not work. The only method that I’ve been able to access the orders has been in a local installation.

We currently have a ticket open with the TEC team – Support Ticket #656283.
The client that we work for is hosting the event this week and we are urgently requesting eyes on this.

Could you please help provide some insight as to why we wouldn’t be able to access the Orders page as well as how we can stop these “pending” transactions from completing?

Any insight would be very much appreciated.

• This reply was modified 2 weeks, 6 days ago by mattrmontoya.