Customer Support

[restive otter]

Hello, can you send me the ID of this customer cus_1234?

And do the payment failures come with decline codes or any other specific error messages?

[upbeat matrix]

cus_MLlswbbKzYDsNG

Let me know if there is another place I can look for a decline code. Thank you!

[restive otter]

Ah I think I see what the issue is. You need to set the payment method as the default payment method for either the customer or subscription for the subscription to know to use it
https://stripe.com/docs/api/customers/object#customer_object-invoice_settings-default_payment_method
https://stripe.com/docs/api/subscriptions/object#subscription_object-default_payment_method

So even though they only have one payment method saved, they don't have a default payment method unless one is explicitly specified as such

[upbeat matrix]

That makes sense. In the past if I have had to change the card number for a customer I have changed the default to the new card. How can I make it the default with only one payment? Or is that information on how to do that in your references above?

Let me clarify that - how can I make it the default with only one CARD listed?

Also, my apologies - we have a developer who does the API stuff so I'm not as conversant on this as you might be used to.

[restive otter]

You can set that setting via the update customer call https://stripe.com/docs/api/customers/update#update_customer-invoice_settings-default_payment_method

So you would make that call and pass the payment method's ID (pm_1234) in to that default payment method parameter

[upbeat matrix]

Thank you! Let me see if I can do that.

[upbeat matrix]

I have one more question. When I go to the "update a subscription" the card payment is already showing as the default.

[keen mirage]

👋 stepping in

Can you clarify your question about the above?

[upbeat matrix]

Yes, Pompey stated "Ah I think I see what the issue is. You need to set the payment method as the default payment method for either the customer or subscription for the subscription to know to use it" but when I look at the subscription it already says it's the default payment.

[keen mirage]

Yeah that PaymentMethod is set as the default on the Subscription already. Looks like you just made that update a few mins ago: https://dashboard.stripe.com/logs/req_rzYtTx5DRJ0HFw

[upbeat matrix]

But I actually didn't do anything yet. I'm not the API person here so I looked through the articles but then realized I should just send a message to our developer. When I go to the event log for 4/30 I see the following.

I'll also apologize again for not being knowledgeable in this.

[keen mirage]

The above request came via an action in your Dashboard that updated the Subscription

Which did set the default

Are you concerned with sub_1Ld4KxDVgX9QZcWa0n7v35Ax specifically?

[upbeat matrix]

That's awesome! Because now I don't have to figure out how to do the customer call change. 😃 All I did was to to the customer>update subscription>then clicked on the edit icon. I didn't change anything but it is now showing default. YEAH! Does that mean for sure that next month when the subscription pulls that it won't fail? It's been doing this for the last couple of months.

*go to

Yes, that specific subscription.

[keen mirage]

Well it is still possible for the renewal charge to get declined

But it will charge automatically next month, yes

[upbeat matrix]

Thank you so much! You all have given exceptional customer support.