#Onur
oblique pecan
jovial breach
it is stoping payouts from going to their acoutns
what does the error mean and how can we resolve it?
is there a known way to fix it using the API?
brittle tide
You see this error in the Dashboard or when attempting to create a payout?
jovial breach
no, we calculate the exact amount to be paid out and top up the account accordingly
when payouts ocur there s no error we can see that the funds are still in strpe and have not been paid out
the only error I see is in the dashboard after payout
brittle tide
Okay can you give me a Connected Account ID where you see this error?
brittle tide
I need the ID which looks like acct_xxxxx
jovial breach
we have about 200 connected accounts
one of them is this one: acct_1MsnOu4UureArdbL
would you like the full list of all of them?
brittle tide
Nope just one
Taking a look
Hmm so that example hasn't been onboarded
So I'm a bit confused
jovial breach
so we open a connect window from our app
users create a connect account so we can pay out their commissions
about 50% of our users are all getting the same error
I just took a look and I am still seeing all of the error codes being: "tos_acceptance.date, tos_acceptance.ip"
brittle tide
Yeah I mean ToS needs to be accepted when an account is onboarded. But when you send them through Connect Onboarding the ToS is accepted via that flow.
Is there an account that has completed onboarding that is still seeing that requirement?
jovial breach
nope but why can an account be created if ToS is not acepted?
out of 260 accounts onboarded 104 are restricted
is this a common problem?
brittle tide
The accounts are created prior to the user being sent through onboarding. This is your integration creating them but then your user is just not actually completing the onboarding flow. You can see the steps here: https://stripe.com/docs/connect/express-accounts
jovial breach
is there a way for us to delete that account or use the API to finish completing account setup?
hot onyx
Hi there 👋 taking over, as my colleague needs to step away
Give me a few minutes to get caught up.
I believe this is what you're looking for: https://stripe.com/docs/connect/updating-accounts#tos-acceptance
hot onyx
Are all of the accounts in your screenshot above Express accounts?
jovial breach
yes
this is a small sample
we only went live with less than 1% audience
full list will be around 20k accounts per quarter 80k Express accounts per year
so its pretty important to get this fixed
hot onyx
It sounds like those accounts need to sign in and onboard. The TOS acceptance is part of the Express account onboarding process. For example, here is the first thing they see when they sign up
jovial breach
yes, thats correct
why is it that they can have an account in Stripe but not be onboarded?
we take them through those screens and pul the information from there into our application
so they all pass that first screen and click continue
hot onyx
why is it that they can have an account in Stripe but not be onboarded?
Because you (the platform) are able to create essentially "blank" or "mostly blank" accounts that remain in a relatively non-functional state until onboarding is complete. This was a design choice and I cannot speak to why it is this way, other than to say that it's much more convenient to be able to create empty accounts and update information as you go.
jovial breach
so we need to select "blank" accounts and mark them as disabled until the user provides relevant information?
hot onyx
They will already be disabled, in that they can't create charges or payouts until they accept TOS. You shouldn't need to do anything else
hot onyx
Why would you need to do that? If they're Express accounts, then they have to go through Express onboarding, which should ultimately accept the TOS for them
jovial breach
so then our only other alternative is to mark them as inactive and drive back to Express to complete the process?
hot onyx
Correct