Email with ticket not sending after checkout

  • Resolved dejangojkovic

    (@dejangojkovic)


    2 years, 9 months ago

    Here is the frustrating problem I just can not find a solution for:

    After a customer purchases their ticket and reaches the order completed screen, they should get an email with their ticket but they don’t. Only we receive the PayPal transaction mail and that is it.

    I have installed the WP Mail SMTP plugin that is recommended (Both Sendinblue and server SMTP settings) – test emails work fine. Also, for example, the WP password reset mail works fine.

    The emails with the QR code can only be sent from the ‘Attendees’ page by using the ‘Resend ticket’ button. The mail is delivered perfectly that way. (But the problem here is that after scanning the QR code on the app it says that “This attendee is not authorized to be checked in”)

    We are using Tickets Commerce, and all inactive plugins are deleted. I have also tried by enabling all the options on the “When the tickets should be sent” but still no emails. I have tried deleting WooCommerce and reinstalling all the plugins, still no emails.

    I have also done your “Conflicts test” on a Twenty-Two theme with no plugins and it still doesn’t send.

    I have enabled Atendee Registration (we have Event Tickets Plus), but that does not help.

    What else can I try?

    The page I need help with: [log in to see the link]

Viewing 15 replies - 1 through 15 (of 19 total)

  • Hello, I have EXACTLY the same issue but I use woocommerce for the checkout.
    1. Automatic tickets after purchase is not been sent/ received
    2. The emails with the QR code can only be sent from the ‘Attendees’ page by using the ‘Resend ticket’ button, then the e-mail is received.
    3. In the app after QR code scan I get the message: attendee is not authorized to be checked-in

    Please help, we need to go live ??

    @dejangojkovic,

    I found the solution just a minute ago. Perhaps it helps for you too!
    My ticket orders were not set to “complete” in Woocommerce, they automatically go to pending. Without the status “Completed” the ticket was not sent. I have added some php to change this and now after payment, the ticket is sent to the guest and the app is working.

    I do think this is a mistake in the plugin, this should not happen this way. I hope when they change this I will get a notification from them.

    Thread Starter dejangojkovic

    (@dejangojkovic)

    We are using Tickets Commerce, so this solution will not work for us…

    Do you maybe have any idea why?

    Plugin Contributor Juan Aldasoro

    (@juanfra)

    Hi @dejangojkovic,

    Thank you for reaching out and I’m deeply sorry for the wait ??

    As @webnatic mentions, for WooCommerce the emails are being sent once the order is set to complete. But that shouldn’t be the case for you as you’re using Tickets Commerce.

    Is this happening on the live version of your site? Or are you working locally? When I visit the site you shared when reporting the issue I can see WooCommerce is being used there for checking out.

    Best,
    Juan.

    I am also having this exact issue. Order completes correctly, receive the paypal confirmation, but no emailed tickets get sent to the customer.

    @webnatic where are you seeing this “resend ticket” button? I got to Events > View Attendees but I don’t see this option…

    @wprob7 Yes, there I see this. If I hover over a specific “attendee” I see the option “resend ticket”.

    @webnatic Do you have the premium version of the plugin? When I hover the only options I get are “check in, move, delete”.

    @wprob7 Yes, I have the pro version.

    @webnatic Okay. Thanks for your insight!

    @juanfra any updates on this problem?

    Thread Starter dejangojkovic

    (@dejangojkovic)

    When using WooCommerce the emails are sent out perfectly, but WooCommerce sadly eats up our load time. We would prefer using Tickets Commerce.

    So if it works using WooCommerce I don’t think the problem is on the server side and rather on the plugin site, as it only does not work with Tickets Commerce.

    We are using a live version.

    Thread Starter dejangojkovic

    (@dejangojkovic)

    @juanfra do you have any suggestions? Thanks!

    Plugin Support Jaime

    (@jaimemarchwinski)

    Hi @dejangojkovic

    So sorry to hear that you are still experiencing this issue! Would you mind opening up a support ticket with our premium support, so that they can assist you over there?

    Thanks for your understanding!

    Cheers,
    Jaime

    Thread Starter dejangojkovic

    (@dejangojkovic)

    UPDATE:

    Support has told us that they do not know what is causing it, and are working on fixing it.

    Yes we are looking at this bug for the emails not sending, and we will reach back out to you when there is a fix for this, but unfortunately it may be a little while before that is finished, so we appreciate your patience!

    The main functionality not working, even though we have paid fully (Pro version).

    If anyone finds a solution, please let us know.

    Thread Starter dejangojkovic

    (@dejangojkovic)

    I see on your site, that you’re using Tickets Commerce. We’ve identified an issue with the ticket email deliverability that we’re fixing in our upcoming release, which should be out in the next few days. The internal reference is ET-1477. We’ll come back and update you once this fix is in place, once the new version is out.

    Sorry for the inconvenience

    Hopefully the next release fixes it! Looking forward to the update ??

    Plugin Support Abz

    (@abzlevelup)

    Hi @dejangojkovic,

    Thanks for your time and patience, please do keep track of your support ticket as you’d be notified when there’s an update about the bug. Or keep an eye on our changelogs for the following tracking code: ET-1477

    Once the fix is out, we will make sure that code is on the changelog so that everyone involved can see that the solution was put in place.

    We cannot promise any estimated time of arrival for the bug fix because our team has a lot of competing priorities.

    Feel free to reach out if you need assistance. We would appreciate if you could create another ticket for different topics.

    Thanks for understanding, and apologies for the inconvenience.

    Best,
    Abz

Viewing 15 replies - 1 through 15 (of 19 total)
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