Dan (ClassFit) | Stripe Developers | Page 1

silk violetBOT Feb 17, 2023, 12:56 PM

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true wadi Feb 17, 2023, 12:58 PM

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👋 happy to help

deep onyx Feb 17, 2023, 12:58 PM

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To add. This isn't everyone. Most people are fine. There are some edge case scenarios that we're struggling with though.

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We found 2 examples so far based on what format of answers you accept.

Phone

+44 0779456545

Not accepted due to 0 at the start of the number.

Zip/postcode

B45 8PH

Not allowed due to space.

But the plugin doesn't tell the user there is an issue or what the issue is.

true wadi Feb 17, 2023, 1:00 PM

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would you mind sharing the request ID? https://support.stripe.com/questions/finding-the-id-for-an-api-request

Finding the ID for an API Request : 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.

deep onyx Feb 17, 2023, 1:00 PM

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We think there are more too as we have users who have done this right as far as we can tell but still not working.

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Sorry just getting this for you

deep onyx Feb 17, 2023, 1:29 PM

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is this what you're after?

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true wadi Feb 17, 2023, 1:29 PM

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the one that failed

deep onyx Feb 17, 2023, 1:45 PM

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So I suspect it is one of 2, but difficult to tell

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What data can I pass to you

true wadi Feb 17, 2023, 1:45 PM

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the request ID or the payment Intent ID

deep onyx Feb 17, 2023, 1:46 PM

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req_zvYMNjRysLhYmx
req_2rLOKk1ua8POIr

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SO I asked them to try again 1 hr ago. They emailed back saying this.

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During that time period I can see names on all other logs, so I don't think it is one of those. I think it must be these final 2

stray ridge Feb 17, 2023, 1:55 PM

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Hi there 👋 jumping in as my teammate needs to step away soon. Can you tell me a lot more about what is happening and your integration. You mentioned implementing "Stripe's card details plugin", would you be referring to our Payment Element,
https://stripe.com/docs/payments/payment-element

Card Element,
https://stripe.com/docs/payments/card-element

or something else?

Where are your customers seeing these errors being raised?

The two requests you shared failed, and their responses include explanations of why (one because a Setup Intent was in an unexpected state as it had already succeeded, and the other because a parameter was missing a value).

deep onyx Feb 17, 2023, 1:57 PM

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This element

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I'm also not 100% sure the logs are registering

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I have all the details the client has put through, and they all look right. I can't see any anomaly as to why their several attempts aren't working but others are.

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If I give you the client names, are you able to see anything your side?

stray ridge Feb 17, 2023, 1:59 PM

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No, this is a public forum, please do not disclose PII here.

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Would encourage you to remove the phone number from your previous message.

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Is that the Card Element alongside our Address Element? I'm not sure that is a supported combination.

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Are the request IDs that you shared from one of these problematic attempts?

deep onyx Feb 17, 2023, 2:01 PM

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I asked the clients to try again and they responded within 1hr. During that time period I can see several logs but none of them have their names on, and there are these 2 which have no names on.

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So either these IDs correspond with their failed attempts, or their attempts are not registering in the logs - despite charging £0.01 through their bank.

deep onyx Feb 17, 2023, 2:02 PM

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stray ridge Is that the Card Element alongside our Address Element? I'm not sure that is a s...

What would you recommend instead?

stray ridge Feb 17, 2023, 2:05 PM

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I believe Address Element is supposed to be used with the Payment Element, but I'm not confident whether it functions with the Card Element.

How are you collecting information from those Elements in your integration? Can you reproduce this in your test site if you use values similar to the ones your Customers reported having problems with?

deep onyx Feb 17, 2023, 2:17 PM

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I'm asking, BRB

stray ridge Feb 17, 2023, 2:27 PM

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Looking through logs for the account, I'm not readily seeing examples of requests setting up or creating Payment Methods that are failing. Instead I'm seeing attempts to process payments (Payment Intents being created and confirmed from your server-side code) that are throwing errors. Is it processing the payment that is causing problems in your flow?

Do you have a Customer ID (from the Stripe Customer object) that is related to one of the customers having problems?

#Dan (ClassFit)