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Cannot do a new registration from box office in sandbox

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  • Cannot do a new registration from box office in sandbox

    In our full sandbox, I can no longer register for an event in the box office under the event management tab. I have compared all our settings and they are the same as in production, but when I go to the box office and try to register for a free event, I get an error saying it cannot be processed and to contact my bank.

    Please tell me how to resolve this. We upgraded a few weeks ago and when we tested this worked fine. Now it is not letting me test adding a new registrant when we have another issue with mapping information from the transaction to the opportunity going on.

  • #2
    Good day @sshillieto

    Would you please share your Sandbox OrgID and grant access so that we can review it?

    Looking forward to hearing back from you.
    Regards,
    Click & Pledge Support Department

    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

    Join us @ the educational webinars: https://clickandpledge.com/webinars/
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    Comment


    • #3
      Hello yes,

      I have granted you access to our sandbox with org ID 00D210000009igA for one 1 week.

      We are trying to resolve an issue with the primary campaign is no longer being attached to the opportunity but is in the CnP Transaction data and when people register for events they are no longer in the status they should be.

      If you have any insight on that as well it would be great.

      Thanks
      Sydney

      Comment


      • #4
        Good day @sshillieto

        We reviewed and found there are 14 active events in your Sandbox, would you please share the Event name as well as the order number of Primary Campaign issue so that we can review it?

        Looking forward to hearing back from you.
        Regards,
        Click & Pledge Support Department

        On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

        Join us @ the educational webinars: https://clickandpledge.com/webinars/
        Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
        Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

        Comment


        • #5
          Hello,

          I believe we resolved the campaign issue. But I will be confirming that later today/tomorrow. The issue we are still having is the only event we are able to test in the sandbox is GA Visitation. All other events that are free events have the error Payment declined. Please contact your bank and try again. Since these are free events i'm not sure how this should be happening.

          Thanks

          Comment


          • #6
            Sydney ~

            May I upgrade your sandbox to the latest release?

            There is a custom link that has been added to the Event Object called 'Set Event Site'. I'm not sure how it was created; but it was not installed with the package, and I suspect someone has used it to modify the Event Settings.

            The Event Site and the associated C&P Account are all a part of the Event Default Settings, so if the Event Site was modified using a different resource than Event Management > Default Setting, this might explain why the associated C&P Account for the Event has disappeared, and obviously it's important for the event app to know what C&P Account to pass payments through. Do you know how this Custom Link was created?

            ~ Amanda
            Last edited by CnP.LiveSupport.AB; 12-19-2018, 01:25 PM.
            Regards,
            Click & Pledge Support Department

            On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

            Join us @ the educational webinars: https://clickandpledge.com/webinars/
            Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
            Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

            Comment


            • #7
              Hi Amanda,

              No. We literally just updated to the release before it 2 weeks ago after major issues. We have a lot of customization that we need to test and are in year end donations. We are already scrambling from the last update that we had to test and push ahead sooner than we wanted. And now are dealing with issues from that upgrade. We are not upgrading again until at least January when donations slow down again and need our sandbox to be reflective of our production environment until we are ready to upgrade.

              As a side note, I'm kinda shocked you guys would release an upgrade of a credit card processing system for non-profits during year end when most of us are in our highest giving season.

              Comment


              • #8
                sshillieto

                The upgrades that are released are not mandatory updates. We update since Salesforce updates. Salesforce released their Winter 2019 release and as such we have to release our updates to match their API. We do not like to update and inconvenient our customers. Please note that a lot of work goes into ensuring compatibility with all that happens with all the other third parties, e.g. Google maps for event (they changed their API), Salesforce API changes for winter 2019, Twilio API updates, etc. etc.

                All the compatibility updates are done on a regular basis and you have the option to update it. We provide free update assistance and if updates are done in sequence there will not be much change needed. We are sorry that these updates are causing inconvenience. Nothing makes us happier than not doing anything and simply update once a year. If we do that everything will stop working because of changes in the underlying integrations.

                We are here if you need help.. and just drop us a line if you want to be updated.

                & the previous answer is not related to the update, as it appears to be related to a custom change someone has made in your system and that is not by us. If you need help with reviewing it further please let us know.
                Regards,
                Click & Pledge Support Department

                On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                Join us @ the educational webinars: https://clickandpledge.com/webinars/
                Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                Comment


                • #9
                  Hello,

                  I understand you need to update when Salesforce updates and it really is unfortunate timing on our part that we just went though our upgrade process when another one was released. That being said, we still cannot go through another upgrade on our end until things have calmed down again and we have time to review and test the upgrade in our sandbox. We also need this to be reflective of production until we are ready for this process. So we cannot do the upgrade into our sandbox either.

                  And it still does not change the fact, that these upgrades could probably wait until January when things slow down and donations aren't so heavy for non-profits.

                  Also, side note, the previous comment when I sent my response did not have the details about the Site listed out. It was only a request for an upgrade or else I would have looked into it and responded with more detail as to whether that worked or not. As is, now I will need to review that, but this response and acting like the information was there and editing the original post, I'm not fully sure how to take that.

                  I appreciate the assistance and will let you know if I need further help on this issue.

                  Thanks
                  Sydney

                  Comment

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