#Moustache

1 messages · Page 1 of 1 (latest)

inner karmaBOT
stuck pumice
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Hi 👋 can you elaborate on where you're seeing that error? I don't see it in the event that you referenced.

cursive kiln
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Should add pass "payment_behavior:error if incomplete" when i create the subscription?

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All of the payments are still processing but the subscriptions have "expired". With bank accounts the payments never complete within 24 hours so I am wondering why it "expired" in this case but works 99% of the time.

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actually I am already using "error if incomplete":

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vague berry
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Checking more in to that subscription

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So in the logs I see that that subscription's invoice finalized at 8:12 UTC, was open for two minutes, and then there were a bunch of API calls to cancel the subscription. Do you know what those delete calls were from?

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Trying to figure out why those calls errored out, just trying to understand more context here

cursive kiln
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let me check...

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can you send me one of the the event ids you are referring to?

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I do not see any events attempting to cancel the subscription

vague berry
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So from what I can see, for some reason this subscription/invoice was generated as only allowing card payments to be used, not ACH. So payment wasn't attempted on the open invoice and it eventually expired

cursive kiln
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Those are not API calls. The customer canceled from the dashboard

vague berry
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Still looking in to why ACH wasn't available now

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Gotcha, wasn't sure if your connected account had some specific reason for that

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Like I said, think that isn't specifically relevant. Still digging and will let you know what I find for how to allow this kind of payment in your settings

cursive kiln
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roger that.

vague berry
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It looks like it includes ACH now and I am not 100% sure if it included ACH then

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Same thing appears to be happening for newer subscriptions so I am guessing not

cursive kiln
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I think this might be a bug. I have "error_if_incomplete" set when creating the subscription through the API but instead I received a 200 status response but the api logs clearly show the subscription as "incomplete":

vague berry
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Yeah, it looks like the part of the logs I was initially looking at were inaccurate. This payment was initiated but looks to still be pending. So the invoice is actually still in an open_payment_pending state

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Checking in to how to best handle this, it may be that some payment behavior other than error if incomplete would allow these subscriptions to wait as long as the bank takes to send the funds

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Basically I think it isn't erroring here because the payment is initiated, so it can be paid, it is just taking time for the funds to actually land

cursive kiln
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OK, what if I changed the payment behavior to "allow_incomplete" for ACH subscriptions and left it as error_if_incomplete for cards

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Strange that it currently works for most subscriptions with ACH but others have this issue.... what is the difference? They always take ~10 days for the payments to go through

vague berry
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Not immediately sure. Checking in to the difference between the two subscriptions that you have highlighted here

cursive kiln
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ok, thank you.

cursive kiln
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Still looking?

vague berry
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Yep still looking, these two subscriptions look pretty much identical in the places that should be what determines this behavior.

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Apologies this is taking a bit, if you have to go, you can open a ticket and I can grab it and send details there once we have a clearer idea of what is happening here.

cursive kiln
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I am starting a meeting soon but I can keep an eye on this tab

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Thanks for sticking with me

vague berry
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It is looking like I am going to have to consult the eng team on this. From what I can see now both of those subscriptions ignoring the trial that were set on them and then behaving differently despite seemingly the same settings. I am not sure if there are settings that I don't know of or if there is some kind of bug here

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It will likely take a bit to hear back. Would you mind writing in a ticket to us and then DMing me your email so I can grab it and track this investigation here?

cursive kiln
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ok, great. Thanks for checking into it. I will create a ticket now.

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how do I create a ticket?

vague berry
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Whoops meant to link it https://support.stripe.com/?contact=true

Stripe: Help & Support

Find help and support for Stripe. Our support center provides answers on all types of situations, including account information, charges and refunds, and subscriptions information. Get your questions answered and find international support for Stripe.

cursive kiln
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Do I send an email?

vague berry
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To be clear I will push this as fast as I can as it is affecting your payments, I just don't know for sure how soon I will know more

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Yes please

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Then DM me your email address and I can pick it up

cursive kiln
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email sent.

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are we all set?

vague berry
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Yes all set thank you

cursive kiln
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Thanks!