Tickets are not being generated and sent

  • Resolved svenja_sachs_design

    (@svenja_sachs_design)


    3 years, 4 months ago

    Hello Support Team,

    since the support ticket form is not showing up when selecting “something is not working as expected”, although I’m logged in to my account, I try to reach you here…

    We are using Event Tickets Plus with WooCommerce and experienced, that some ticket orders are not being created and sent to our customers.
    It seems that when a ticket is ordered via payment gateway “manual payment”, this order is not showing up in the attendee control. When this specific order is set to order status “completed” the ticket should be created and sent out to the customer. But unfortunately that isn’t the case.
    The same case we experienced with a test order with a 100% voucher.
    In our tests, PayPal as payment gateway worked.

    It definitely worked before – we’re having this issue since about 2 weeks now… And very unhappy customers as well as office staff, who need to add all the attendees manually.

    I’d really appreciate your help!
    (And also would really like to do it via a support ticket..)

    Thank you in advance!
    Svenja

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

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Support Erica

    (@eeide)

    Hi @svenja_sachs_design,

    I’m sorry to hear about these tickets not going out, as well as the difficulty logging into our premium support!

    Please clear your browser’s cache and try submitting a Support ticket again. Checking over your site’s System Information is our first troubleshooting step, but it’s not ideal to share on a public forum like this.

    For the here and now, it may help to change the settings under Events > Settings > Tickets > WooCommerce to include Processing or Pending orders, or toggle the setting under Handling PayPal orders to Generate Attendees and Ticket emails immediately upon WooCommerce order status change.

    Also, do you have a transactional email monitoring service (like SendGrid or Postmark) set up, or an SMTP plugin installed on the site, to monitor outgoing emails? This can help narrow down any email deliverability issues.

    Please let us know if any of these steps help, or if you’re able to log in to our premium support to continue the troubleshooting!

    Hey there! This thread has been inactive for a while so we’re going to go ahead and mark it Resolved. Please feel free to open a new thread if any other questions come up and we’d be happy to help.

Viewing 2 replies - 1 through 2 (of 2 total)
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