Users unable to book event
complete
Teri Rosenbaum
Looks like a sort of endless loop where users are unable to actually complete the booking (video attached). It doesn't seem to be happening with other events besides this one.
Teri Rosenbaum
Hey Adam - opening this back up again as we are seeing the same thing happen with a different event. There is only 1 guest booked in so far so in this case it shouldn't be related to anything being sold out. Can you investigate?
Event = https://www.admin.yayem.co/experiences/details/69711d7d8184dd82c5ee613d?timeSlotId=69711d7d8184ddba63ee6143
Yayem
Teri Rosenbaum Vini Coutinho we did a deep dive today and have found that for a small number of members, payment methods (credit cards) were manually removed and re-added directly in Stripe rather than through the mobile app. Because those changes happened outside the platform, the saved payment method in Yayem became out of sync. When a booking attempted to reuse that outdated method, Stripe rejected it.
This only affects users whose payment details were edited manually, and it explains why the error appeared during booking.
We’re continuing to harden the system to better handle changes made outside of Yayem, but in the meantime, to avoid these issues, we recommend that Community Managers advise members to update payment methods through Yayem’s mobile app whenever possible. Please continue to keep us in the loop as these things happen. We're glad to help!
Teri Rosenbaum
OK thanks - that makes sense! cc Vini Coutinho
Yayem
marked this post as
complete
Teri Rosenbaum — this event was fully sold out (55/55) at the time the booking was attempted.
This was a unique edge case where the app was already open on the device when the final ticket was purchased. Because the view wasn’t refreshed, the UI didn’t immediately reflect the sold-out state and appeared to loop. If the app had been reopened, the event would have correctly displayed as SOLD OUT, as it does now.
We’re reviewing this scenario to ensure the sold-out state is surfaced more clearly in-session, but this was not a broader booking issue.
Yayem
Teri Rosenbaum I see that this event is currently sold out. Perhaps their was 1 spot remaining, and an additional guest would mean there would not be enough capacity? We will look into this on our end in a test scenario as this event is currently sold out.