Hello Emilie,

Thank you for reaching out to us.

Please provide me a temporary WP-admin (administrator) user for your site where this happens, so we could log in and take a look ‘from the inside’ as that’s the most efficient way to see and resolve the issue. 

We do not interfere with any data or anything else except for the plugin (in case that’s a production version of the site), and of course, we do not provide login data to third parties. 

You can write credentials here just check PRIVATE Reply so nobody can see them except us.

Hello Emilie,

I could not find the URL of the page with the booking, can you please provide me with it and I will assist you with this?

Looking forward to your reply.

Hello Emilie,

Thank you very much for your patience.

This issue appears to be related to WooCommerce itself, as Amelia simply passes the booking data to WooCommerce during the process. We've tested this thoroughly on our end and unfortunately haven’t been able to replicate the problem.

That said, we’re continuing to monitor for any related reports. If you happen to have caching enabled or additional Woo-related plugins active (like custom checkout, multilingual support, etc.), they might be affecting the cart behavior.

Let us know if you'd like us to test anything specific with your configuration, and we’ll be happy to take a closer look.

Hello Emilie,

I will take a look into this and let you know as soon as possible.

I appreciate your patience.

Hello Emilie,

Thank you so much for your continued patience, and for sharing the screen recording and details about the issue.

I reviewed everything, and based on your feedback and what we’ve observed so far, it appears the problem occurs specifically when the event has multiple price variations (e.g. full and reduced price). The single-price events seem to work fine, so this helps us narrow things down.

To proceed with a deeper investigation, could you please confirm if we may have administrator access again to your site? The temporary access link provided earlier has expired. With renewed access, we’ll be able to test a few scenarios directly in your setup and inspect any potential conflicts (theme, plugin, WooCommerce configuration, etc.).

We understand that this issue has been affecting your shop for over two weeks now, and we genuinely want to help you resolve it as soon as possible. Once we have access, I’ll prioritize this and provide you with a detailed update.

Looking forward to your reply!

Hello Emilie,

Thank you for sharing the access link.

Could you please ensure that this access remains available for a bit longer? This will allow us to fully investigate and assist you without interruption.

Looking forward to resolving this for you!

Hello there,

Thank you very much for reaching out to us.

Uroš is currently out of the office, so I’ll be stepping in on his behalf. ​We will forward this to our Dev team and as soon as we receive feedback from them we will reach out to you again on this ticket. 

Hello agian,

We’ve just received feedback from our colleagues, and they’ve informed us that the issue is likely related to the settings in WooCommerce Products linked to events.

Please ensure that the WooCommerce product for the event you're referring to is set up the same way as the one that works (it should be a Simple product with the Virtual option checked). After making these adjustments, kindly try again.

Here is the product for the event that is not working:

Here is the product for the event that is working:

Looking forward to your reply.

Kind Regards,

Marko Davidovic 

Hello again,

We will forward this back our QA team and reach out to you as soon as we receive feedback from them. 

Hello again,

Thank you for your message, and we truly understand how challenging this situation has been for both you and your client.

Please rest assured that your ticket has not been forgotten — it is currently under review by our QA team, who are thoroughly testing the scenario to identify the root cause of the issue. As soon as we receive any feedback or updates from them, we will get back to you immediately.

We sincerely appreciate your patience and understanding in the meantime.

Kind regards,
Marko Davidovic

Hello again,

Yes, we just got the feedback from our colleagues and they have told us that they need a clone of your website?

I'll ask you to install the All-in-One WP Migration plugin. It will generate a file that you can send me (along with the log-in credentials), and then I can create an exact copy of your website, see what the issue is and try to resolve it.
Please note that this file will be too large to attach to the ticket, so you can upload them via wetransfer.com and just send me the link.

And make sure to click to private response below. 

Looking forward to your reply.

Kind Regards,

Marko Davidovic 

Hello again,

Thank you for this, I will forward this to our Dev team. As soon as we receive any feedback or updates from them, we will get back to you. 

Kind regards. 

Hello Emilie,

Thank you for your patience and for following up.

Our developers are still working on this, and we understand the wait has been long. We’re sending them an immediate reminder to speed things up, and we’ll get back to you as soon as possible with an update.

Hello Emilie,

Thank you once again for your patience.

We’ve just prioritized your case with our development team and emphasized the urgency. As soon as we receive any updates or a resolution from them, we’ll inform you immediately.