Troubleshooting

First checks

1. Open Events > Diagnostics.
2. Record every failure and warning.
3. Confirm plugin version, WordPress version, PHP version, timezone, HTTPS, permalinks, required pages, attendee table, roles, and mail setup.
4. Clear page, object, CDN, and server caches after configuration changes.
5. Reproduce in a private browser window with one specific event and account.

Missing, blank, or stale pages

• Confirm the required page exists, is published, and contains the correct shortcode.
• Save Settings > Permalinks.
• Exclude dynamic Events Plus pages and /event/* from all caching.
• Check whether a theme template or page builder suppresses shortcode output.
• Verify JavaScript errors in the browser console if tabs, previews, filters, or scanner controls do not respond.

Email not received

• Check spam/junk and the account email spelling.
• Confirm an SMTP or transactional mail plugin is configured.
• Review the mail plugin log for the recipient, subject, and timestamp.
• Confirm the relevant Events Plus email template has a subject and body.
• For reminders, confirm cron and the event reminder/release settings.
• Do not repeatedly submit a paid booking just to trigger another email; check My Tickets first.

Manager cannot access tools

• Confirm the user is logged in and has the Event Manager role or administrator capability.
• Check Events > Manager Approvals for a pending request.
• Ask the user to sign out and in after role changes.
• For Map Login Connect, verify map status and marker type sync.
• Confirm the required front-end pages exist.

Payment failure or missing ticket

• Confirm the event cost is greater than zero and a provider is selected.
• Check that the event owner’s manager account has the required credentials.
• Verify test/live mode matches the credentials.
• Confirm currency and amount in the provider dashboard.
• Use the provider transaction/order ID to investigate.
• If the provider shows payment but Events Plus has no ticket, preserve the receipt and escalate before retrying.
• Remember that attendee deletion does not refund a payment.

Reminders or venue details not sent

• Confirm WP-Cron is not disabled, or verify the server cron is running.
• Check the WordPress timezone and event start date.
• Check reminder days and venue release days.
• Confirm the attendee is confirmed and has a valid email.
• Review mail logs at the expected daily run time.

Integration failures

• Airtable: verify token scopes, base/table access, field names, and mappings.
• Mailchimp: verify API key data centre, audience, consent, tags, and merge fields.
• Firebase: verify authorised domains, enabled providers, Web API key, Auth Domain, and Project ID.
• Maps: verify enabled APIs, billing, referrer restrictions, and browser console errors.
• reCAPTCHA: verify v2 checkbox keys and domain registration.

Collect useful support information

• Export Diagnostics JSON.
• Provide the exact page URL and event ID/title.
• Provide the affected user role, not their password.
• Provide the date, time, and timezone of the failure.
• Provide the exact error text and a redacted screenshot.
• For payments, provide provider, mode, transaction/order ID, and amount.
• Never send passwords, secret keys, tokens, full attendee exports, or card details.