Back Office Errors & What They Mean

Loading blank tab when exporting a report to Excel.

Removing any & symbols from any of the custom fields or anything that links into that report.

“No more spaces are available for <event name>”

Check sales limits, as that is normally what is causing the issue.

“Problem when processing the refund at the gateway. The <payment gateway> method does not support refunds”

Some payment gateways do not support refunds through the Back Office. The refund will need to be made directly through the payment gateway. The payment can then be logged as refunded in the Back Office.

“The payment has only been logged on DigiTickets as having been refunded, no money has changed hands. Please ensure you manually issue this refund using the payment ‘<payment gateway>’.”

Some payment gateways do not support refunds through the Back Office. This message means that the payment has been logged as refunded in the Back Office, but no money has been refunded. The refund will need to be made directly through the payment gateway.

“There was a problem validating that voucher code”

This means that the Voucher Code is incorrect. Check that the Gift Voucher code is being entered correctly, or that the Gift Voucher in question is still valid.

“The code you entered ('<discount code>') was invalid.”

This means that the discount code is incorrect. Check that the discount code is being entered correctly, or that the discount in question is still active.

“The code you entered ('<discount code>') has already reached the maximum number of uses.”

Check the limit on the discount code. If the discount should still be useable, increase the limit set on the discount code.

“Sorry, account activation emails have been suppressed for this company.”

To switch on Account Activation Emails, navigate to the Companies page and click ‘Edit’ on the Company in question. Select the ‘Opt-outs’ tab, and set ‘Send Customer Account Activations’ to ‘Enabled’.

“Fee Tax Classification must be set to enable Tax Processing. Update cancelled”

This means that some items within the company do not have a Tax Classifiction set. All items must have Tax Classification set, including Archived items, in order for Tax Processing to be enabled.

“Failed to execute SQL. Error: Missing userID”

This means that you are not properly logged in. Try pressing Cntl + J on your keyboard and then selecting a company from the list to log into a company and then retry adding the item.

“Please correct the following before continuing: Sorry, this email address is already in use. Either use a different address, or log in to that account.”

This means that the email address already has a customer account attached. To log in, the customer will need to click the account button on the header (the icon of a person on the header) and then log in from there. Alternatively, they can continue to payment without logging in, but they will need to remove the password from the password field on the section where it says ‘Set a password if you want to create an account’.

“You cannot add tickets once you have started making payments. Please click Checkout to continue.”

This error shows when a customer is redirected to the payments page and then clicks the 'Back Button'. This happens because proceeding to the payments page redirects the customer away from our page, to a page for the payment gateway. If the customer clicks the 'Back button' at this point it can cause issues with the payment, which is why this error is showing. You can work around this error by clearing the cache and cookies for the site.

“No more items are available for <item name>”

This error means that a Sale Limit is in place that is stopping this item from being booked. If the item should still be bookable on Back Office, you can then edit the Sale Limit to only apply to Online sales.