WooCommerce integration troubleshooting
Symptoms in the paid-access path, and what each one means.
The E-Commerce tab is missing
WooCommerce is not active on this site. The tab appears only when it is.
Check also that the POM theme is active — without it, the whole event panel is absent.
The button still shows registration, not Get access
| Cause | Fix |
|---|---|
| No product is associated | Set one in E-Commerce → Associated products |
| The event was not updated after associating | Update the event |
| You are looking at a cached page | Reload signed out |
Get access does nothing, or sends me to the product page
The product could not be added to the cart. The visitor is redirected to the product page so WooCommerce can explain why.
Check the product is:
- published;
- purchasable, with a price;
- in stock, if you manage stock;
- not blocked by a WooCommerce rule or another plugin's validation.
The cart lost what was in it
Expected. Selecting Get access empties the cart before adding the event product, so an event purchase is a self-contained order.
If that is a problem for your shop, tell buyers on the event page that tickets are purchased separately.
The order is paid but there is no attendee
The most common issue, and it usually has one of these causes:
The buyer never reached the confirmation page. Enrollment happens when the order's thank-you page renders. Ask them to open the order from their account history — that will normally complete the enrollment. Otherwise, reconcile manually.
The product was bought directly from the shop. A purchase made outside the event page carries no event link, so nothing knows which event to enroll into. Hide ticket products from the shop catalogue to prevent this.
Payment completed asynchronously — a transfer, an offline method, a delayed provider. The buyer never passes through the confirmation page in the normal flow.
The order was created in the admin. Manual orders do not pass through it either.
Guest checkout with no customer account, leaving nothing to enroll.
See Automatic enrollment after purchase.
The buyer was put on the waiting list after paying
The event was already full when the order completed. Capacity is respected regardless of payment.
Handle it according to the policy you published, and prevent recurrences by keeping product stock aligned with the event capacity — they are independent limits and are not synchronized.
The confirmation page says they already signed up
They were already registered for that event, either from an earlier order or from the built-in form. The purchase did not create a second attendee record.
The order still exists. Decide whether it needs refunding.
The attendee has no telephone or comment
Those two values come from the order:
| Attendee field | Source |
|---|---|
| Telephone | The order's billing phone |
| Comments | The customer's order notes |
If your checkout does not collect a billing phone, attendee telephones will be empty. If nobody prompts for order notes, comments will be empty. Both are WooCommerce checkout configuration, not POM Events settings.
A refund did not remove the attendee
Expected. Orders and attendee records are separate; each needs its own action. See Refunds, cancellations and attendee status.
Two products, one button
The button leads to a single purchase and does not present a chooser. If you need several ticket types, see Multiple products and one event.
Product stock and event capacity disagree
They are independent limits and nothing synchronizes them. Align them manually, or manage only one of the two and leave the other unrestricted.
Before asking for help
Note the event, the product, the order number, the payment method, whether the buyer reached the confirmation page, whether the account is a guest, and whether the attendee list shows them in any section.
Never send order data, customer details or attendee exports. See Safe information to send with a support request.