#Sofii
covert summit
lavish tangle
Hi there
hexed quest
Hello
lavish tangle
Is this using Stripe Identity here?
lavish tangle
For a Custom Connected Account?
hexed quest
its a new account. I'm from Bambino sitters. They are sitters connecting their account and creating a Stripe account to set up their payment methods , etc
lavish tangle
Gotcha. And this is happening to multiple of your users, or just this one?
hexed quest
multiple users but only Android users now
lavish tangle
Thanks. Do you have any more examples you can provide?
And do you have an Account ID related to the above?
hexed quest
https://dashboard.stripe.com/customers/cus_MZNkHu9aI3bZpS this is one of the users
lavish tangle
Ah okay so this is an attempt to verify an identity of one of your customers that is going to make a payment to one of your sitters?
lavish tangle
Np at all
Do you have any other screenshots or customer IDs that are experiencing this issue?
hexed quest
this is the description one user sent: The camera in the app doesn't focus so it won't accept the ID photo and the "upload photo" option still doesn't work. I'm losing money over this issue. Please fix it. I'm sure I'm not the only one.
android user as well
lavish tangle
Okay I'm taking a look.
hexed quest
thank you!
lavish tangle
Hmm I'm not seeing Stripe Identity being used on your platform. Let's back up a moment
You linked a Customer ID
And then you linked an Account ID
Can you give me the step by step in your flow when someone encounters this issue?
It sounds like it isn't actually a Customer here attempting to make payment
This sounds like an Onboarding issue