Hello,
We are experiencing an issue that I am hoping someone has an answer to.
Someone buys tickets online and requests PAH for their delivery method. The customer contacts us to say that they never received the PAH email with their tickets. We have tried to resend the email by requesting a PAH reprint, but that still doesn't work. Something we have noticed is that in all of these orders that have this issue, the Alt Address field has been set to "Email."
Has anyone experienced this issue and were you able to figure out what caused it and how did you fix it?
It doesn't happen for every PAH order, but for some of them it does. Recently, it was just one specific show that this happened to. Everything was checked out in the CMS system and was fine, PAH was "turned on" for that performance.
Any insight would be appreciated!
Thanks,
Amy
First thing I always looked at was if the "Allow HTML" check box was checked in the e address details. That one used to get me.
Hi Amy,
We're experiencing the exact same problem, and it's still ongoing for us. I have a support ticket open on this issue. Sorry I don't have any advice for you, but you're not alone! I'd be happy to touch base about it and tell you our experience if that would be helpful.
Best,Kendra
For me its always the pricetype has a design that i don't have a PAH template set up for (or the PAH template name is wrong). Im sure you've checked that though.
Do you see the print at home events in the order history? I assume you would because you are saying you're requesting multiple reprints. That would tell you that the pah service is processing the order. But that doesn't tell the whole story since the pah service will have those effects even if the PDF generation or send fails. My first step would be to check the service error logs that will show you if there is any pdf generation issue. If that doesn't show errors it might be a mail issue (like the attachment is too large or something)
Hope that helps.
Sean