Urgent- Students are enrolling without paying

  • Resolved underbaked

    (@underbaked)


    3 months, 3 weeks ago

    Dear Tutor LMS team,

    Today I’ve become aware of a major issue with students enrolling into my courses without paying.
    This is very critical issue, and I’m trying to figure out which may cause it.

    1. One student paid for a course then cancelled their payment, yet I did not receive any email notification about it. It appears they still have access to the course although they have cancelled payment (although his name does not appear on the students list).
    2. Two other students enrolled to courses without paying, and also their names are not showing on the students list.
    3. Other students who have paid successfully are showing on the students list in WP admin backend.

    I’ve tested the systems multiple times before going live, and everything worked perfectly. The plugin is always updated automatically.

    As I would like to avoid losing money as well as not risk my information being leaked, I’d appreciate your advise on how it is possible and how can I identify the students that have literally “sneaked into my courses” and are not showing on the Tutor LMS students list.

    Thank you for your prompt response and kind regards,

Viewing 9 replies - 1 through 9 (of 9 total)

  • Dear @underbaked

    Thank you for reaching out to us regarding the issue you’ve encountered with students enrolling in your courses without proper payment. We understand how concerning this situation must be for you.

    Unfortunately, as this matter involves the Tutor LMS Pro plugin, we are unable to provide detailed support for it through this forum. For assistance with issues related to Tutor LMS Pro, we kindly ask that you submit a support ticket directly to our official support team.

    To submit a ticket, please visit our support portal: https://tutorlms.com/support/ and provide all relevant details, including any screenshots or logs that could help us diagnose the issue more effectively. Our team will prioritize your request and work closely with you to resolve the issue as swiftly as possible.

    We appreciate your understanding and look forward to assisting you further through our dedicated support channel.

    Best regards,
    Dip Saha

    Thread Starter underbaked

    (@underbaked)

    Dear Dip Saha,

    Thank you for your response.

    Just to clarify, I am using the free version of Tutor LMS, and this issue appears to be due to malfunction of Tutor LMS with woocommerce, where courses are sold as products.

    Can you please advise whether your team are aware that this issue exist, and whether I can get support for it by submitting a ticket as suggested by you above, even if I do not have Tutor LMS Pro version?

    Thank you and kind regards,

    Hello @underbaked

    Since you’re using the free version, there’s no need to contact ticket support. Could you please provide a screenshot of your product settings of WooCommerce? It appears that the issue might be related to WooCommerce.

    Best Regards
    Dip Saha

    • This reply was modified 3 months, 2 weeks ago by dipsaha.
    Thread Starter underbaked

    (@underbaked)

    Dear Dip Saha,

    Please see screenshot below – all my products are set the same way, and as explained above, I did see full and correct purchases from my website, it’s just that the parcipants counter suggests that there might have been some breach which could allow users to enroll into the course without paying for it, although I truly can’t understand how it is possible. Please let me know if there’s any additional information you need.

    Thank you and kind regards,

    Dear @underbaked

    Thank you for your detailed explanation. I’ve reviewed the screenshot you provided, and it’s clear that all your products are set up consistently. While the purchases seem correct, I understand your concern about the participants counter suggesting a potential breach that might allow users to enroll without payment.

    To further investigate this issue, could you please provide screenshots of all the plugins you have installed and the monetization settings within Tutor LMS? This additional information will help us identify if there’s any configuration that could be causing this issue. Moreover, is there any free course in your website? If possible kindly give me a screenshot of courses page.

    Thank you, and kind regards,
    Dip Saha

    Thread Starter underbaked

    (@underbaked)

    Dear Dip Saha,

    Please see below requested screenshots. I’ll not that as of opening of this thread I’ve set my courses visibility to “private” until this issue is clarified, as I cannot allow any new registrations to my courses just yet. I do not offer any free courses on my website. All I offer is paid courses only.

    Thank you and kind regards,

    Plugins list:

    Monetization settings:

    Courses Page:

    Plugin Support Md. Jobayer Al Mahmud

    (@jobayertuser)

    Dear @underbaked

    The problem seems a bit tricky. Could you publish one of the courses and share the direct link to its page with me? Alternatively, you can reach out to me support at themeum dot com.

    Thread Starter underbaked

    (@underbaked)

    Dear Jobayer,

    I’ve published one course here.
    I’d be happy to take the discussion through email if that would be more efficient, but not sure how I could reach directly to you by mailing a general support mailbox. My email address is [email protected], not sure if you could email me directly for further discussion.
    Please let me know if there’s additional information you need.

    Thank you and kind regards,
    Adi

    Thread Starter underbaked

    (@underbaked)

    Dear Jobayer,

    I’ve replied to your last email yesterday at the support mailbox and have no heard back from you since. Can anyone please confirm whether you or your team have done all possible testing on this issue, and conclude that this scenario of students accessing course content without payment, is not possible (despite the participant counter has shown to be increased in size)?

    Thank you and kind regards,

Viewing 9 replies - 1 through 9 (of 9 total)
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