#Chris Clark

1 messages · Page 1 of 1 (latest)

swift kayakBOT
narrow shell
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Hi there, we don't support beta products in this channel unfortunately. I would reach out to our support folks: https://support.stripe.com/contact

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umbral kiln
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as far as we are aware we are not using beta anything

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we are a large processor and have been using stripe for a decade

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our site is effectively down for payments

narrow shell
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What's your account ID?

umbral kiln
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it appears to have resovled - there was an outage from 9:58am to 10:34am when we processed zero payments

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the failure also dont appear in the logs in the dashboard (but we have the failed API responses captured on our side)

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account id is

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acct_0zVvDjck5Bc0JYGGLWYe

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correction: The errors do appear in your logs - but in API logs, not payment logs

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so it was an API issue on your side, not a payment processing issue

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i'd love to know if we ARE in fact doing something unusual in the API (e.g. using a header we should not, or using an old API version that we could upgrade)

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that could have caused this

narrow shell
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Is there a reason you reached out here instead of to your Stripe POC?

umbral kiln
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i did both

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we are high volume so went for whatever is faster

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if it was "oh we are having an outage" i figured this channel might know that before we can get in touch with our normal support channels

narrow shell
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Ahhh, okay. That makes sense.

Since the outage is not ongoing, I would rely on your POC for getting updates about this. They can also work with internal engineers and have much better current-state than us

umbral kiln
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we had half a dozen engineers on a huddle, and hit just about every touchpoint you have, as soon as we suspected it was on your side 🙂

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yep - we'll follow up with the normal channels

narrow shell
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Fair play. Glad to hear it's over! Let us know if you have other questions unrelated to that. Happy to help where possible