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Event registration receipt and confirmation emails not being sent to some registrants

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  • Event registration receipt and confirmation emails not being sent to some registrants

    We are running an event where people must register and purchase tickets on a C & P registration form, however, we received complaints from some registrants that they did not receive their receipts after registering and purchasing a ticket.

    We checked the email logs and registration report and found that the two registrants who never received receipts have their 'time confirmation sent' field showing as #N/A, they never received the confirmation email and receipt even though their registration and payment were accepted and logged in. Could you please investigate and let us know what is happening and how to resolve this issue?

    The registrant's transaction order numbers are 60442-2303280954088337232 and 60442-2303271833100850452.

    Our Salesforce org ID is: 00DA00000000miZ​.

  • #2
    I have granted "Click & Pledge Support" admin access for 1 week.


    • #3
      Good day @Samiam

      We reviewed and noticed that the above order numbers are Registered for the below Level and that level is not added in any Attendee Email Template, so the email is not fired.

      Click image for larger version

Name:	Level1.jpg
Views:	24
Size:	80.5 KB
ID:	66169

      Click image for larger version

Name:	Level2.jpg
Views:	18
Size:	89.4 KB
ID:	66170

      However, you may add those levels in Email Template and send emails manually by clicking on Send Registration Email button from the Attendee Registration details page.

      Please check and let us know if we can be of any further assistance.
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      • #4
        Thank you Click & Pledge Support! I made the changes and everything works fine now.