mohannad-terminal-pin | Stripe Developers | Page 1

gleaming oakBOT May 1, 2023, 5:10 PM

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quiet shard May 1, 2023, 5:10 PM

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mohannad-terminal-pin

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Hey @calm bear can you give me a bit more details about what you are doing, what used to happen, which doc(s) you are following, etc.?

calm bear May 1, 2023, 5:13 PM

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I am using the WisePOS terminal and was testing our application with different failed codes we could get based on the Test Stripe Terminal

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https://stripe.com/docs/terminal/references/testing#physical-test-cards

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and i was using code 1.02 which should prompt for the PIN

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and on the terminal i entered incorrect PIN multiple times

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but now every time I enter the same code 1.02 i don't get the prompt to enter the PIN

quiet shard May 1, 2023, 5:17 PM

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just to clarify, you keep saying "code" but you mean you enter an amount of 102 (for $1.02) to simulate the need for a PIN?

calm bear May 1, 2023, 5:17 PM

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yes

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sorry about that..I mean the 102 amount

quiet shard May 1, 2023, 5:18 PM

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Can you give me an example PaymentInent id pi_123 for me to look at?

calm bear May 1, 2023, 5:20 PM

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one sec

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here is one I just attempted pi_3N30PVK8SGfgbRnh1y66iqZ9

quiet shard May 1, 2023, 5:32 PM

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do you have an example one where it worked fine?

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is it possible you have multiple Stripe accounts? the PIN feature doesn't work in the US I think (despite what our docs imply)

calm bear May 1, 2023, 5:40 PM

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let me try to get you a pictures of how it is now and explain how it should work.

quiet shard May 1, 2023, 5:42 PM

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I don't really need a picture. I'm looking for an example PaymentIntent id when this did the right thing

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I'm thinking you might have multiple accounts

calm bear May 1, 2023, 5:49 PM

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ok normally this is what happens:
1- in our application, i initiate a payment $1.02
2- on the terminal I'm prompted to insert the card and enter the PIN.
3- i would insert the card, and enter teh PIN 1234 to make the payment successfull

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now step 3 does not allow me to enter the PIN

quiet shard May 1, 2023, 5:49 PM

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yeah I understand all of that

calm bear May 1, 2023, 5:50 PM

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it just go through and make the payment successful without allow me to enter teh PIN

quiet shard May 1, 2023, 6:00 PM

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@calm bear do you have the details I asked for earlier? sorry, I'm still stuck until you confirm an exact PaymentIntent id where the PIN was collected properly or if you confirm if you have multiple Stripe accounts

calm bear May 1, 2023, 6:02 PM

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pi_3N312EK8SGfgbRnh0qWpj4xJ

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check this one

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the PIN does not fail

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but it does not allow me to enter the PIN on the terminal it self

quiet shard May 1, 2023, 6:03 PM

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it does or it does not?

calm bear May 1, 2023, 6:03 PM

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It does not allow me to enter the PIN

quiet shard May 1, 2023, 6:03 PM

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I'm so lost

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You started saying it used to work, now it doesn't anymore. All I need is a clear example of one where it worked

calm bear May 1, 2023, 6:04 PM

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it show 2 options
1- Stipe Credit
2- Strip PIN Credit

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when i used to use the Stripe PIN Credit option
i was able to enter the PIN on the terminal

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now i select the Strip PIN Credit" and the terminal asks to remove teh card

dim ivy May 1, 2023, 6:05 PM

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Hello! I'm taking over and catching up...

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Okay, so for pi_3N30PVK8SGfgbRnh1y66iqZ9 you were not prompted for a PIN, but for pi_3N312EK8SGfgbRnh0qWpj4xJ you were prompted for a PIN? Is that correct?

calm bear May 1, 2023, 6:10 PM

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both i was prompted to insert the card.
and when i insert the card into the terminal, i am presented with the two options above.
and then when I select the second option. i was asked to remove the card and not being allowed to enter a PIN on the terminal

dim ivy May 1, 2023, 6:11 PM

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So you inserted the card for both Payment Intents? And you were given the PIN option for both? But for the second Payment Intent (pi_3N312EK8SGfgbRnh0qWpj4xJ) after selecting the PIN option the reader told you to remove the card instead of asking for a PIN?

calm bear May 1, 2023, 6:13 PM

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for both PIs the terminal did not allow me to enter the PIN

dim ivy May 1, 2023, 6:13 PM

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Okay, so can you provide a Payment Intent where you could enter a PIN?

calm bear May 1, 2023, 6:14 PM

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I eill look for an older one as i can not replicate it now

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one se

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pi_3MvLkmK8SGfgbRnh0joEa5Em

dim ivy May 1, 2023, 6:17 PM

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Looks like that one was on a different reader; is this a problem with a specific reader device?

calm bear May 1, 2023, 6:17 PM

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let me look further one sec

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please

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I think this is the one where started to break

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pi_3N1TxeK8SGfgbRnh1Oq3OZ2Q

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this was a successful one before it stopped working : pi_3N1B7PK8SGfgbRnh0Bur0P5M
and this is the very next one after it stopped allow me to enter a PIN: pi_3N1U5qK8SGfgbRnh0lWxUdKb

dim ivy May 1, 2023, 6:24 PM

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From my end these looks pretty close to identical. They were both initially declined because a PIN was required, which should have prompted for a PIN on the device. What was the exact message on the screen of the reader for that last Payment Intent instead of the PIN entry screen?

dim ivy May 1, 2023, 6:40 PM

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You there?

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Also wondering if restarting the reader has any impact?

gleaming oakBOT May 1, 2023, 6:40 PM

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calm bear May 1, 2023, 6:42 PM

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Hi sorry I had to step out for couple of minutes

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i did restart the redear

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and it did update also

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but nothing helped

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is there a way to reset the reader?

dim ivy May 1, 2023, 6:43 PM

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So what exactly does the screen say instead of allowing you to enter a PIN?

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I don't think it's a reader-specific issue because you mentioned it was happening with multiple different readers, right? I mean you provided different Payment Intents that were being used with different readers.

calm bear May 1, 2023, 6:43 PM

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after showing the two options:
1- Stipe Credit
2- Strip PIN Credit
i select option 2
then the screen says remove card.

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no i didn't mention it was happening with multiple readers, nor multiple test cards. as I currently only have access to one reader and one test card.

dim ivy May 1, 2023, 6:45 PM

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And you've been using the same physical test card throughout the entire process?

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You provided a Payment Intent above that was being used with a different reader.

calm bear May 1, 2023, 6:46 PM

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I'm working remote, and Since i received the reader and test card past Monday I have been using them only.

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it was different person testing with different card as well.

dim ivy May 1, 2023, 6:47 PM

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Is that different person also having the same issue?

calm bear May 1, 2023, 6:50 PM

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no

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not that I'm aware of.

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as that other reader was moved to Production environment and it is working fine.

dim ivy May 1, 2023, 6:52 PM

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You're sure the change happened between pi_3N1B7PK8SGfgbRnh0Bur0P5M and pi_3N1U5qK8SGfgbRnh0lWxUdKb?

calm bear May 1, 2023, 6:53 PM

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yes

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mind you that pi_3N1U5qK8SGfgbRnh0lWxUdKb was canceled as we programmatically issue a cancel request if the kiosk is abandoned, and let it be as i wasn't able to enter the PIN.

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I think here where it brock

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that screen is from this pi_3N1TxeK8SGfgbRnh1Oq3OZ2Q

dim ivy May 1, 2023, 6:58 PM

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Right, but you're seeing that same thing on the other Payment Intent, right?

calm bear May 1, 2023, 6:58 PM

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every other canceled one due to selecting option 2

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but I can make it succeeded if i select option 1

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do you want me to attempt that now

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??

dim ivy May 1, 2023, 6:59 PM

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No, the goal is to get prompted for the PIN, right?

calm bear May 1, 2023, 7:00 PM

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yes

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is there a way to reset the reader to factory rest

dim ivy May 1, 2023, 7:00 PM

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My point is that both of those Payment Intents have the same PIN requirement. Look at these two requests:

https://dashboard.stripe.com/test/logs/req_nMQMYbv5qZxkF0
https://dashboard.stripe.com/test/logs/req_uTfGoBclTdw9iZ

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Can you see both of those in your Dashboard?

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Those are for the two different Payment Intents, right?

calm bear May 1, 2023, 7:01 PM

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I see

dim ivy May 1, 2023, 7:02 PM

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So that doesn't appear to be the cause, right?

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Is there any difference if you insert the card vs. tapping it?

calm bear May 1, 2023, 7:04 PM

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ok check this PI it didn't have that "card_error"
pi_3N0inkK8SGfgbRnh0535o5eT

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my very first use of the test card with the reader was on this pi_3N1B36K8SGfgbRnh0diOqbxk

dim ivy May 1, 2023, 7:06 PM

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That one used a simulated reader, not an actual physical device, so it's going to be very different.

calm bear May 1, 2023, 7:07 PM

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yep you are right.

dim ivy May 1, 2023, 7:07 PM

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Yeah, that one has the same error, it's normal part of the process with a physical reader: https://dashboard.stripe.com/test/logs/req_7MzpES2357ibIp

calm bear May 1, 2023, 7:07 PM

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i see

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is there a way to factory reset the reader and/or the test card?

dim ivy May 1, 2023, 7:09 PM

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The test card no, there's nothing to reset on it. The reader can be factory reset, but it's not something I can explain how to do here. You only have the one physical reader? You can't try another one?

calm bear May 1, 2023, 7:09 PM

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the reader's version now is 2.12.2.3

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currently, i have only one reader and one card.:(

dim ivy May 1, 2023, 7:11 PM

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Let me check one more thing...

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Actually, one other question: have you tried removing the reader from your account (in the Dashboard) and re-adding it?

calm bear May 1, 2023, 7:18 PM

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no I haven't done that

dim ivy May 1, 2023, 7:19 PM

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Will you give that a try? That should clear the reader and reset it's configuration.

calm bear May 1, 2023, 7:42 PM

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ok working on that

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sorry for the delay

dim ivy May 1, 2023, 7:43 PM

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No problem, just let me know what happens after you try that.

calm bear May 1, 2023, 7:44 PM

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done

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i'll re attempt the transaction

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same thing

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pi_3N32fgK8SGfgbRnh00vQbDwr

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as soon as i select "Stripe PIN Credit"
the reader requests to remove the card

dim ivy May 1, 2023, 7:50 PM

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Hm... I just tested with my GB account and the PIN process worked as expected. I think the next step would be to write in to support and ask them to help you with a factory reset.

calm bear May 1, 2023, 7:52 PM

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something Odd happened here: pi_3N32jLK8SGfgbRnh1CBPrTCA
i sent the request,
inserted the card right away without tapping
it showed card diclined
removed the card
inserted again
it was approved
all that without prompting for the PIN
is this normal??

dim ivy May 1, 2023, 7:54 PM

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Looking...

calm bear May 1, 2023, 7:58 PM

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"write in to support" as in email? or call?

dim ivy May 1, 2023, 7:58 PM

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Email: https://support.stripe.com/contact/email

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So that last one didn't ask for credit vs. PIN at all, it just worked immediately after inserting the card?

calm bear May 1, 2023, 8:00 PM

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yes

dim ivy May 1, 2023, 8:00 PM

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Yeah, that seems strange, it should at the very least prompt you to choose.

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I wish you had a second reader to try so we could tell if it was an issue with a specific reader or something at the account level.

calm bear May 1, 2023, 8:01 PM

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I'm trying it now and it is asking for Credit vs. PIN

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it is asking for a credit vs. PIN now

dim ivy May 1, 2023, 8:03 PM

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So that one time was just a fluke maybe?

calm bear May 1, 2023, 8:03 PM

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with both values $1.02 and $1.03

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yep

dim ivy May 1, 2023, 8:04 PM

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Is it letting you enter the PIN, or still the same problem?

calm bear May 1, 2023, 8:04 PM

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not letting me enter the PIN

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still same problem.

dim ivy May 1, 2023, 8:05 PM

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Okay, yeah, I'm not sure what else to try besides a factory reset at this point.

calm bear May 1, 2023, 8:05 PM

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I just sent an email to support (using the link above) requesting help to factory reset the reader.

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ok thank you
can I ask you another question regarding subscription payments using the reader?

dim ivy May 1, 2023, 8:06 PM

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Yep.

calm bear May 1, 2023, 8:09 PM

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after creating the subscription set intent, we need to do two thing (prompt the customer to tab their card) but at the same time we would like to display on the reader the line items (cart) they are subscribing for.

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however if we send the request to the reader it would only show the (tap card message) with no line items
and if we set the reader display to show the line items (cart) there is no option to tap the card.

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so how can we display the (cart) and at the same time request to tap/insert the card?

dim ivy May 1, 2023, 8:14 PM

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Not sure I understand. You're using this method to show the line items, right? https://stripe.com/docs/terminal/features/display

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Oh, are you saying you want the line items on the screen at the same time as the customer tapping/inserting their card?

calm bear May 1, 2023, 8:18 PM

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yes

dim ivy May 1, 2023, 8:18 PM

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That's called pre-dipping, and it's not possible outside the US unfortunately.

calm bear May 1, 2023, 8:18 PM

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not even in Canad?

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Canada?

dim ivy May 1, 2023, 8:18 PM

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No, see here: https://stripe.com/docs/terminal/features/display#pre-dip-a-card

calm bear May 1, 2023, 8:20 PM

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I see.
is that going to extend to other locations ( i.e. Canada)

dim ivy May 1, 2023, 8:20 PM

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What do you mean?

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Oh, like will that be available in the future?

calm bear May 1, 2023, 8:21 PM

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yes

dim ivy May 1, 2023, 8:21 PM

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I doubt it, I believe it's a limitation of the card networks/system in other countries. I can't say for certain though.

calm bear May 1, 2023, 8:23 PM

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for us in Canada what would be the best available / recommended flow where we can present the information on the reader / request for card tap/insert. ?

dim ivy May 1, 2023, 8:24 PM

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You would display the line items early in the process (you can do that before you create the Setup Intent or Payment Intent), then when the customer is ready to pay go through the normal payment flow.

calm bear May 1, 2023, 8:24 PM

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i see,
ok thank you very much for all your help today.

dim ivy May 1, 2023, 8:25 PM

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Yep, sorry I couldn't solve the PIN issue, but hopefully a factory reset will do the trick there.

#mohannad-terminal-pin