dhruvil | Stripe Developers | Page 1

sweet pelicanBOT Mar 23, 2023, 10:40 AM

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hidden kernel Mar 23, 2023, 10:40 AM

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hi! do you have more context?

formal cape Mar 23, 2023, 10:42 AM

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yea we have subscription based system and customers can pay via credit card and also bank
in this case bank payments are gets failed continuously not a single success and its not for all but with some of the customers only
other customers payments get success threw bank but some of them gets failed.

hidden kernel Mar 23, 2023, 10:45 AM

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any examples of a failed payment I can look at?

formal cape Mar 23, 2023, 10:45 AM

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where i share the payment intent ids ??

hidden kernel Mar 23, 2023, 10:46 AM

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right here

formal cape Mar 23, 2023, 10:47 AM

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yea wait let me share

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cus_MqBOD0vAHTDoWK earlier payment pi_3MO0OqPRs8bXk1Us1Q8Dku4X was successful but the recent payment pi_3MnkEUPRs8bXk1Us0dCDx2kn got failed.
cus_MOmLwlfmEnVlsG earlier payment pi_3Mgwb9PRs8bXk1Us1X2iTWKa was successful but the recent payment pi_3Mm7wgPRs8bXk1Us0244AKfF got failed.

hidden kernel Mar 23, 2023, 10:55 AM

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but the recent payment pi_3MnkEUPRs8bXk1Us0dCDx2kn got failed.
this just seems like a generic card decline to me. Nothing I can say about that

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the recent payment pi_3Mm7wgPRs8bXk1Us0244AKfF got failed.
this looks like an AU BECS debit that the bank declined

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in either case the customer should use a different payment method/enquire with their bank, and you can follow up with https://support.stripe.com/?contact=true if you need to, this chat is for coding/developer questions and can't help with livemode declines like that

untold fjord Mar 23, 2023, 11:02 AM

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@hidden kernel Let me jump into this conversation. @formal cape is my mate. We have already contacted Stripe support and asked our customers to contact the bank. The bank replied that "the bank could find any attempt of a transaction from stripe". We are not getting any solution anywhere.

hidden kernel Mar 23, 2023, 11:03 AM

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follow up with our support team instead thanks

untold fjord Mar 23, 2023, 11:03 AM

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So we want to confirm if there is any issue between our platform (due to our coding) and Stripe or the issue is between Stripe and bank.

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It's affecting our business

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Can you help with the code? @formal cape can you share the payment request?

formal cape Mar 23, 2023, 11:04 AM

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yes sure

hidden kernel Mar 23, 2023, 11:04 AM

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follow up with our support team instead thanks

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it's unlikely your code has anything that causes livemode declines, if it does, our support team can escalate and look into it too

untold fjord Mar 23, 2023, 11:06 AM

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Ok

formal cape Mar 23, 2023, 11:10 AM

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i have another question like
one of my customer has payment method
its showing different in my portal and different in stripe but the payment_method_id is same how its possible ??
there is no payment method update by my customer

hidden kernel Mar 23, 2023, 11:19 AM

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what's the customer ID cus_xxx?
what is "[your] portal"?

formal cape Mar 23, 2023, 11:25 AM

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i am sharing the customer id

hidden kernel Mar 23, 2023, 11:31 AM

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@formal cape still there?

formal cape Mar 23, 2023, 11:40 AM

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yes i am wait i am finding the customer id

hidden kernel Mar 23, 2023, 11:42 AM

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ok! it's the end of my shift in 5 minutes so someone else on my team will look. Ultimately though we don't know what your portal is or how you get your data for that, we can only tell you what the Stripe Customer object looks like , which you can see yourself in your dashboard.

sweet pelicanBOT Mar 23, 2023, 11:42 AM

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formal cape Mar 23, 2023, 11:46 AM

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Hey tarzan

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@tawny parrot

tawny parrot Mar 23, 2023, 11:47 AM

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👋 taking over for my colleague. Let me catch up.

formal cape Mar 23, 2023, 11:47 AM

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yea

hidden kernel Mar 23, 2023, 11:47 AM

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I suggest sharing your customer ID @formal cape then we can help , nothing to say before that

formal cape Mar 23, 2023, 11:48 AM

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cus_L9b4U2OAKlbdDo thats the customer id

hidden kernel Mar 23, 2023, 11:48 AM

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before we look

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can you look at https://dashboard.stripe.com/customers/cus_L9b4U2OAKlbdDo ? and tell us what exactly you see as being different there versus 'your portal'? i.e. "I see a mastercard ending in xxxx on Stripe, but in my portal I see a Visa ending in xxx". And describe what your 'portal' is and how it works, maybe some screenshots etc.

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when you have more information to share we can help a lot better.

formal cape Mar 23, 2023, 11:50 AM

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yea so in this customer
the card number was ending with 0505 but in stripe showing different.

hidden kernel Mar 23, 2023, 11:51 AM

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https://dashboard.stripe.com/events/evt_1MhmO1AxFTkseYHF9xKisFcB because the card was updated and you likely didn't update your own records

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https://stripe.com/docs/saving-cards#automatic-card-updates

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basically the customer's bank issued them a new card with a different number, we are notified of that, and update the PaymentMethod object on our side. You can listen to this webhook events to update your local records if needed.

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ok, running for lunch!

formal cape Mar 23, 2023, 11:54 AM

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Ohkke i got it so basically i have to enable a webhook with this event payment_method.automatically_updated

tawny parrot Mar 23, 2023, 11:56 AM

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yes exactly

#dhruvil