​@kristen_sc : Initially I thought that a delay step would work but then realized that it did not in every case.

My use case was a more involved scenario with a custom order form, where I encountered the problem too. The “info requested” data is for custom attendee profile fields while placing an order, but might also apply to standard profile fields, which Eventbrite now treats as optional. This results in the zap receiving the order data with “info requested” filled in. 

When the attendee does fill in the optional information, (which may be days later), there is a trigger “Updated Attendee” that fires, and carries the newly filled in information.

In response to this change, I broke my logic into two distinct zaps, first triggering on New Order and the second triggering on Updated Attendee. This seems to have fixed my problem. The downside of this approach is that some redundancy of zap steps is introduced, thus increasing task usage for complete order processing flow. Hope this helps!!

hi there!

trying to replicate previous zaps we had for our biannual event, and ran into the “info requested” issue. for folks who implemented a delay to resolve this, how long do you recommend?

i’m considering other options for ticket vendors, but wanted to give delay a shot

Thanks for confirming that, ​@ClayPotter. Ah, I think the topic you’re referring to is this one: 

I’ve reopened it to allow comments on it. For context, if there’s no activity in a thread for around 45 days it will automatically close.

I did some further digging and the bug report you received that email notification for was indeed related to the incident on Eventbrite’s end. Although the bug report was opened prior to the date the incident was reported on their status page, the fix that was implemented to resolve the incident also resolved that long-standing bug which was preventing all Eventbrite triggers from receiving webhooks consistently. There weren’t any changes made to the Eventbrite integration itself. Eventbrite’s developers implemented a fix on their end which then allowed webhooks to be sent out from their side as expected.

Currently, all bug and feature requests are handled internally and aren’t publicly available. The only external parties who can view them are the developers of the app integrations themselves. Really wish I could provide more details on exactly what was changed. To get more insight into the changes made to resolve the issue, you’d need to reach out to Eventbrite directly.

If you run into any issues in fixing the broken logic on your Zaps feel free to follow up in your other topic, and I’d be happy to help! 

​@SamB : Yes the email was received on Jan 17 at 12:50pm. Also, yes it’s technically different from this topic. I had spawned off another topic that was closed for comments, and as of yesterday I could find it but today I don’t! :-(  

I decided to post here because both this thread and the order trigger were a part of the feature overhaul that caused a lot of broken logic, that has gotten discussed on this thread.

There never was an issue with New Order event triggering. Our user team has been working with data brought in via the zap using this trigger. The data being sent was different though. That makes it all the more important to understand the exact extent of fix and changes. Otherwise we are left with our own discovery (expensive and incomplete, because we test what is most relevant to us).

Is there an internal repository that Zapier keeps when they report the problem? A listing of related issues/use-cases the community reported? That would be helpful. TIA.

Thanks for the update, ​@ClayPotter! 

I just checked on the bug report and spotted that it has since been converted into a feature request for the ability to see attendee profile details and custom questions/answers. It’s still open though, so the email you received likely wasn’t related to it.

From the wording used in that email you referenced it sounds as though it relates to a different issue for the Eventbrite app, one where it was failing to trigger and that has since been resolved. When did you receive that email, was it around Jan 17, 2025? Asking as it looks like Eventbrite had a recent incident where there were delays in sending Webhooks that was since resolved: Consumer reporting and Webhook notification delays.

Looking forward to hearing from you!

Update: I recently received an email from Zapier as follows:

“Thank you for writing in to Zapier's support team about the issue you encountered with Eventbrite on Zapier. We've worked with their team to identify the problem where hook data was not being sent from Eventbrite for placed orders. They've recently written in to let us know that they believe this should be resolved!”

The email contained no further clarification of how this issue was resolved, and whether the original behavior is restored as-is, or with updates, etc. 

Where can we find a detailed description of the original issue as reported, and the details regarding the fix? Without proper documentation, it is going to be difficult to update the zap logic.

TIA!!
 

Hi there @ClayPotter 

Thanks so much for reaching out here. I’m so sorry your users are being affected by this too. I’ve added you to the list of folks that are still being impacted by this issue so we can notify you the minute it’s been sorted. 

Since this thread is tracking those affected by these issues with the New Attendee trigger I’d recommend creating a new post in the Community here on the topic of working with the New Order trigger.

Please do follow up in the thread here with any further findings you have regarding the issues with the New Attendee trigger here, we’d love to hear from you! 

Hello!

This thread seems old, but just wanted to chime in: we are one org that is affected by this change/experiment/senseless feature update. I am only beginning to troubleshoot this now because our users patiently suffered before we realized that the zaps were failing.

• EB is allowing attendee request form to be skipped, and thus custom fields do not come in as they should.
• EB is sending in Info Requested data in the zaps, and it is not clear if this happens only if the form is skipped or even otherwise.
• Both the issues described above are rampant for “New Attendee” trigger.

In the meantime, if you use “New Order” trigger in Eventbrite, then you get two sets of data:

• User’s Name, Email: This is the profile with which a buyer has logged in
• Attendee Profile Name, Email, Questions, Answers, Number of Attendees etc.: Here, since there may be multiple attendees per order (e.g. Clay Potter (user) registers name1, name2, name3 with potentially 3 custom form fills). 
• I am also curious if zap will fire multiple times for a  “New Attendee”  if one order with 2 or more attendees each comes through, even though the data may not come through (at present)? Or is that functionality broken too?

The issue here is that Questions is an array of strings (since there is ONE set of questions across the board for all attendees), whereas answers is an array of either one or more arrays, depending on the Number of Attendees. 

We traditionally had this form parsed using Python - and now it seems like we will have to use the same, since there is NO pill available to map in a clean way. We are working to fix the code and will post additional findings. 

In the meantime, I am wondering if an additional question/thread should be open to discuss working with “New Order” trigger (since it’s very different from the New Attendee trigger).

If anyone has experience using New Order trigger with custom form and one form per attendee (not one form per order), then I would appreciate any tips or possible warning for pitfalls.

I’m sorry we missed your replies here @turner59 and@nsheff!  

I’ve just checked on the bug report and it found another workaround has been added that you might want to give a try:

Hope that helps! ​​​

In exactly the same position.

It looks like Custom Questions are getting passed through the new Attendee Updated trigger, but all as one object rather than individual fields. i.e. basically useless.

Hi,

I wanted to give you an update, though it’s not the best news.

I found a workaround to locate attendee names and emails, which helped me get through the registration process. However, I’m now facing major issues in the reporting phase. Answers for the custom questions are missing—it’s blank! 

Our funder requires demographic information via Custom Questions, and its absence from the 61 “info requested” registrants is creating a significant gap in our report, potentially affecting our numbers.

Has anyone been able to locate the answers to the Custom Questions?

Thanks for your help!

~W

Hello everyone!

@Danielle C - I’ve added you to the list of folks that are affected here. I can’t give any ETA’s on when it will be sorted, but you can expect an email notification from us once it’s sorted.
@jamesmacwhite - I’m so sorry to hear of the continued troubles with this. If you run into any issues in connecting an Eventbrite alternative app to Zapier please do reach out in the Community to let us know (in a new thread) and we’ll be happy to assist.

For now, our engineers have recommended the following workarounds to capture the missing attendee details from Eventbrite:

 
Hopefully those workarounds will help to get things up and running for everyone affected in the meantime. 

@jamesmacwhite that’s really disappointing to hear… I’ve been wondering if that would happen to us, so the fact that it has for you is not a good sign. We’ve only had one small event since they “reverted” us, and I haven’t seen any info requested, but we also have not been getting very many registrations in the past couple weeks, so they may have just been ones that were randomly excluded from that.

I would like to update and report that despite Eventbrite saying they reverted us back to the previous checkout experience, we are still getting “info requested” on data on some recent events.

We will now be certainly moving away from Eventbrite, we no longer trust or have confidence in the platform.

I appreciate this thread and everyone’s input, thank you to all of you for helping clarify what the situation is and the background. My team has experienced the same issue and we couldn’t understand how a required answer could be by-passed and not answered. I’ve logged a ticket with support as well. 

Thanks, Sam, this is really helpful. Having thought I’d figured it out with various Zap flows, I’m still having problems because each time it hits an event that hasn’t had the new system implemented it just screws up the fields again for the next Zap run on the new form type! 

Along with a global Eventbrite crash earlier this week when it just lost orders in the Dashboard (but taken the bookers’ money!) I am pretty much done with them. 

If anyone has found a new alternative that they would recommend is working well for them (and which would work with lovely Zapier) then I’m all ears! 

Sorry to hear they’re not able to opt you out of the new checkout experience @SVBC.

I did some digging on this side and found that a new bug report has been opened for these ongoing issues. So I’ve gone ahead and everyone here that’s running into these issues with the new checkout experience to the bug report. I can’t make any promises as to when it may be resolved by but we’ll definitely notify you all as soon as it is, and we’ll be sure to share any updates in the thread here!

In the meantime, I’d suggest exploring some of the helpful workarounds folks have shared in the thread here. I’ll share some quick links to them here in case it’s helpful:

• Use a Delay and search action to get attendee details
• Switch Eventbrite order form settings to “Ticket Buyer”
• Export Zoom registrants details for virtual events
• Make an API Request to Eventbrite’s API to get the order details

Also, I’d like to say a big thank you to everyone who’s shared their helpful insights suggestions in the thread here - it’s very much appreciated!

Hopefully these issues with the new checkout experience can be resolved soon! 

@SVBC Really? They said that they would opt you out and then walked it back? That’s not a good sign.

As far I can tell, they did opt us out. I haven’t see any more “Info Requested” registrants come in.

Did you email contactsupport@eventbrite.com? If not, try that out, they seem to know a bit more than the typical support agent. If you did, maybe try a whole new email chain and see if you get someone different.

You can mention that at least 3 people on this forum were opted out and were told that the product team was working on a way to opt out for everyone if they wanted to.

We tried to get opted out, were initially told that it would happen, then got an email saying that they could not would not do it. Subsequent attempts to communicate have been met with firm refusal to care. Their way or the highway seems to be their current stance.

This fills me with hope as I’ve still not found a suitable replacement for our business to eventbrite but every day the level of dissatisfaction with the new style grows. We are losing hundreds of leads for our business and hundreds of people booking are not being provided access to the event they’ve ordered.

I’ve asked to be opted out, pray for me folks.

Yes, I can confirm we were also granted being opted out from the new order form behaviour today as well. We too will monitor it, as like @zap500 mentioned, it is hard to test for random order selection behaviour.

The feedback does appear to be being received and thanks to everyone who’s directly contacted them to voice concerns and issues related to this new process, I’m sure the responses being made by Eventbrite are directly because of this.

Ultimately, I think if they deliver a configurable option on the Order Form that’s basically a choice of prioritising speed i.e. get tickets as soon as possible vs data collection, this strikes the balance across event organisers. In my personal opinion the mistake was not providing a way to opt out of this, and Eventbrite not being transparent about this new process. I hope they learn from this, but it’s a certainly thanks to voices of organisers making noise around this to get the resolution we have been after, so thanks to everyone!

Eventbrite has apparently just opted us out of this change! We don’t have commercial support and @jamesmacwhite told me they just opted his organization out as well and they don’t have commercial support either.

From the support agent:

“Yes, our product team is working on a way to opt users out of the new post-checkout experience due to the overwhelming feedback we have been receiving.

As I have already submitted your feedback, they have opted you out of this experience as of today.”

Sounds like everyone’s complaints have been working! If you want to be opted out and haven’t been yet, try following up on your case today. Or send an email to contactsupport@eventbrite.com to ask to be opted out if you haven’t already.

So far, our forms seem like they are switched back, but it’s a little hard to tell since it was random before. I’ll have to keep an eye on it and see if we see any more Info Requested coming in later.

This is brilliant, thank you so much, it worked perfectly. I’ve never delved into the API requests before, but you may have created a monster now I can see myself going down the API rabbit hole to do much more!

@AlisonRJ We use the New Order trigger to get the order information separately and work with it. But, since it sounds like you need it in the same Zap, I think you’ll have to do an API request.

Add another Eventbrite step, choose API Request (Beta) as the action.

Refer to the Eventbrite API documentation: https://www.eventbrite.com/platform/api#/reference/order/retrieve-order-by-id

To get the Order information, use the link they show in the documentation and put it in the URL field in Zapier: https://www.eventbriteapi.com/v3/orders/order_id/ (replace order_id with the field from the triggering event with the order Id number). Note that the ending slash is important, you get an error without it.

You shouldn’t need any of the other fields besides URL. Zapier handles the authentication for you since you’ve already connected your Eventbrite account.

Once you test, you should see the order data and you can use it later in the Zap. The field names will start with Response Data (so Response Data First Name, Response Data Last Name, etc).

Just had a ‘fun’ few minutes reading the string of this conversation, as I suddenly noticed this ‘info requested’ field data coming through this morning. 

I’ve switched some of my Zaps over to the ‘New Attendee Created’ trigger to try to solve this.
The information that we collect in the additional fields is crucial as it collects the attendee names (which is sometimes different from the Booker) and also dietary requirement and LinkedIn profiles which are key to prep before the event itself. 

In relation to how the data is brought through in the ‘New Attended Created’ trigger into Zapier, has anyone found that the buyer data comes through with the attended data as well? I can’t seem to find the field that features the buyer’s details and I need to bring through both buyer and attendee info at the same time. 

Any thoughts much appreciated.