Registrant listed as Pending

[kmorgan]

How do I change a registrant from pending to authorized? They are not in temporary contacts and the total amount is showing on their record in SF, but not as a registrant or attendee.

Jie Liu

Prof/Reg

Professional Full Conference (Thursday evening through Sunday morning)

Jie Liu

Pending

[CnP.Support]

Good day kmorgan

Please grant us login access and post your Salesforce Org ID so we can review the issue.

[kmorgan]

00D61000000JSwL access has been granted for 1 week.

[CnP.Support.AM]

Good day @kmorgan
We have tried to login but we don't have access to your instance. Would you please grant us access so that we can review your instance.

Looking forward to hearing back from you.

[kmorgan]

Sorry about that! You should be good now. Thank you!

[CnP.Support.AM]

Good day @kmorgan
We reviewed your instance and noticed that there is NO order number associated with the transaction which you are referring to and the status is Pending:



It happens when the transaction get aborted before it get hit to the API. Might be the internet issue or the browser has been closed before it get processed. We suggest you to delete that record since it is orphan data.

Let us know if we can be of any further assistance.

[kmorgan]

So would this person need to re-register? Because we ask several custom questions and he isn't showing up on my reports. So are you saying his credit card wasn't charged?

[CnP.Support.AM]

Good day @kmorgan
Yes, that person need to re-register. Their transaction has been aborted before it get charged.

Let us know if we can be of more help.

[kmorgan]

Well I'm still confused.... I tried to repost the transaction to SF on 8/19 the order number is 1608191150101750560. If I go into Connect and look at Transactions it looks as though it processed correctly. So do i need to issue a credit. Have I charged him twice by re-posting? I've asked him to re-register, but I'm concerned by the data that I have that I'll be charging him 3 times now when he registers.

[CnP.Support.AM]

Good day @kmorgan

Re-posting to Salesforce will won't charge the card. However, we are reviewing your instance and get back to you shortly.

[kmorgan]

Thank you I appreciate it!

[kmorgan]

Anything on this issue??

[CnP.Support.AM]

Good day @kmorgan

One of our developers working on your case and trying to find out the root cause of the above issue and for that they need to have direct access to your account.

Please do the following:

1. Create a new user in your instance or temporarily give us access to an existing ADMIN user by changing the email to: [email protected]
2. Post to this thread when you have made the change.

Having the email come to our mailbox allows us to request the verification code and login to the account. Please make sure the user you use for this purpose is an admin user.

Looking forward to hearing back from you.

[kmorgan]

Ok I have linked you to one of our Admin account. Username is [email protected]. You should have received an email from our system.

[CnP.Support.AM]

Good day @kmorgan

Thank you. We received an email and we tried to reset the password but it prompted with security question "What is the name of your favorite childhood friend?".