Reyansh Sharma | Stripe Developers | Page 1

frank windBOT Mar 23, 2023, 11:42 AM

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shell ridge Mar 23, 2023, 11:42 AM

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hi! any context on this?

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like an example of a failed payment or a specific error message or something?

frank windBOT Mar 23, 2023, 11:42 AM

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rugged basalt Mar 23, 2023, 11:43 AM

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Let me get the details from the previous thread.

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We create a payment intent & then trying to use the terminalJS to:

Get the PI info through PI secret.
Use the PI with the terminal JS to collect the payment method & capture the payment.

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So we are able to create the PI but not able to attach the PM with the PI & hence not able to charge CC hence status for the PI is INCOMPLETE.

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Two of the PIs I have where we got the issue:
pi_3MoaBpJdeZNZxtt50EkPC6Fy
pi_3MoevjCV8vmA6JKt137nriej

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Also everything is seems to be working in test environment but not in production.

honest light Mar 23, 2023, 11:48 AM

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

rugged basalt Mar 23, 2023, 11:49 AM

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Sure thanks

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Also the reader we using is a WisePOS E if that info helpfull in any way.

honest light Mar 23, 2023, 11:51 AM

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I don't see any significant requests in test mode

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to compare to

rugged basalt Mar 23, 2023, 11:52 AM

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The PI's I shared are from prod/live not having this issue in test environamt at all.

honest light Mar 23, 2023, 11:53 AM

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you have an account per environment?

rugged basalt Mar 23, 2023, 11:54 AM

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Yes Multiple reader devices & multiple stripe accounts.

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Everything was working fine untill we were using those with couple of accounts only.

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Though as soon as we increased the numbers to around 30-40 devices started having this issue where readers stopped collecting the PM after ceating the PI.

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Implimentation is mix of stripe SDK/API's & terminal JS. Steips are as follow:

Discovering and connecting to a reader(terminalJS).
Generating a connection token using [ConnectionTokenService] & using the Secret in terminalJS.
Creating a PI on stripe account (Only amount needed initially).
Using [PI.ClientSecret] from above created PI in terminalJS.collectPaymentMethod ==> response is PI object.
Response from above is used in TerminalJS.processPayment
Then finally supposed to capture the payment as PM is attached to PI after card tap/swipe.

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I belive point 1,2,3 are working fine all the time but 4,5,6 only working for more than half of the transactions/payments.

shell ridge Mar 23, 2023, 12:13 PM

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do you have more technical detail on what's happening, from your app logs, in cases where it 'doesn't work'?

so you say you call collectPaymentMethod, that's fine, makes total sense. What happens in the negative case, what does the Promise resolve with?
For a specific given instance of the problem happening, what are your app's logs at the time, what is the serial number of the reader, and what's the PaymentIntent ID?

rugged basalt Mar 23, 2023, 12:17 PM

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The payment intent IDs I have at the moment:
pi_3MoaBpJdeZNZxtt50EkPC6Fy
pi_3MoevjCV8vmA6JKt137nriej

Though can get few more as most of the payments from last two days failed (Surprisingly no issues on one stripe account & reader device but rest of them having this issue.

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SN of one of the device.

shell ridge Mar 23, 2023, 12:18 PM

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image is no good, need the text

rugged basalt Mar 23, 2023, 12:18 PM

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🙂

shell ridge Mar 23, 2023, 12:18 PM

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to be clear, the PaymentIntent ID is the least useful thing

rugged basalt Mar 23, 2023, 12:19 PM

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Let me type it,

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and yes agree that PI is not usefull at all in here

shell ridge Mar 23, 2023, 12:19 PM

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what we need is for you to tell us what your app is doing. Have you confirmed that the app code is actually running, does it actually get the response from your backend, does it try to call collectPaymentMethod, if it gets that far, what is the response, what is the Promise resolving with

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the serial number at least lets us look at some telemetry so I can do that, but I need that correalted with a specific UTC timestamp of when you had a problem. But mainly we need the results of your own in-depth investigation here.

rugged basalt Mar 23, 2023, 12:21 PM

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S/N: WSC513142027134

shell ridge Mar 23, 2023, 12:22 PM

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rugged basalt S/N: WSC513142027134

thanks, and the ID of a PaymentIntent that had a problem that that reader was involved in? (so I can cross-reference logs by the time)

rugged basalt Mar 23, 2023, 12:22 PM

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and yes around half of the payments are going through without any issues.

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NOTE: We are still lacking extensive logging - working on setting it up without efecting the performance.

shell ridge Mar 23, 2023, 12:23 PM

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yep well we need that to say much

rugged basalt Mar 23, 2023, 12:23 PM

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Let me check if I can get you that info right away

frank windBOT Mar 23, 2023, 12:39 PM

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shell ridge Mar 23, 2023, 12:39 PM

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@rugged basalt any update?

I looked at telemetry for that serial number and all I really see is that the reader has a few connections/disconnections from the internet in the last day, the last time it was used fully was on March 21st when you ran test mode SetupIntent seti_1Mo8CjK8SGfgbRnhItQ8tFJX on your 'National - Dev Test' account on it and got an error about Interac.

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what we need to investigate this really is concrete information so we know exactly where to look and see if there is anything to find.

exact serial number of the device
exact Payment/SetupIntent ID involved in a failure, and/or the exact UTC timestamp of when you had a problem
any logs from your app about what exact SDK functions it's calling and what responses it gets

rugged basalt Mar 23, 2023, 1:12 PM

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@shell ridge Need to get that info from someone, still waiting myself 😦

#Reyansh Sharma