mattwoberts | Stripe Developers | Page 1

muted meadowBOT Jun 19, 2023, 10:09 AM

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hushed thorn Jun 19, 2023, 10:09 AM

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Hi there!

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How can I help?

spiral moss Jun 19, 2023, 10:09 AM

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Hi!

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We have a customer (cus_7rutQlVy22Y4AY)
They have an invoice created on the 27th May (in_0NCKH4EHSdXPilfDceCyTeEI) that had a payment intent (pi_2NCLDSEHSdXPilfD16fZPWOj).
From looking at this event (evt_2NCLDSEHSdXPilfD13WJTNLy) it looks like the payment_intent was created, and set to a status of “requires_payment_method”. However there is a BACS payment method on the customer set as the default. There are no default payments on the sub.

Why did the payment intent not succeed? Why did it not attempt to use the default PM on the customer?

Any help appreciated!

hushed thorn Jun 19, 2023, 10:12 AM

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Thanks! Give me a few minutes to look into this.

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Why did it not attempt to use the default PM on the customer?
We did attempt the payment, but there was an error. You can see the request with the error message here: https://dashboard.stripe.com/logs/req_VcVs8s98xtLneg

spiral moss Jun 19, 2023, 10:18 AM

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Ok just looking

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Is that link valid - I just get an error when I try to view it?

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"No request log found with the specified ID."

hushed thorn Jun 19, 2023, 10:21 AM

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You are probably not logged into the correct Stripe account.

spiral moss Jun 19, 2023, 10:21 AM

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I only have one stripe account

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I'll see if I can see it in the logs list, hang on

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What date was it on?

hushed thorn Jun 19, 2023, 10:23 AM

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What is your Stripe account ID (acct_xxx)? It's at the top of this page: https://dashboard.stripe.com/settings/account

spiral moss Jun 19, 2023, 10:23 AM

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acct_28nFEHSdXPilfDCrxxxB

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What it looks like to me is that the invoice is created and then the payment intent is created with a status of "requires_payment_method", I can't see any error other than the invoice.payment_failed.

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Oh - could be this "The log may have passed its retention period." - maybe you can see it but I can't because it's expired?

hushed thorn Jun 19, 2023, 10:29 AM

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Hum... not sure. Please give a me few minutes to look into this.

spiral moss Jun 19, 2023, 10:31 AM

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Ok

heady scaffold Jun 19, 2023, 10:33 AM

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that internal error basically is that there are multiple mandates available for the payment method and we can't pick which one to use

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doesn't seem like something you could fix from your own code and is more of a product issue or bug on our side so best to write to https://support.stripe.com/?contact=true to try and manually fix it or find a solution

spiral moss Jun 19, 2023, 10:36 AM

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Ah OK thanks, that sounds like something else we had recently too actually.

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Am I able to look at the mandates, and assign one to the customer (i.e. the latest one), something like that?

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(Via the API I mean)

heady scaffold Jun 19, 2023, 10:42 AM

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I don't think so

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it's the PaymentIntent API that wants to be told which mandate to be used

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via https://stripe.com/docs/api/payment_intents/create#create_payment_intent-mandate

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but you can't do that

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since it has nothing to do with you, it's us and our own recurring Invoice logic that is confirming the PaymentIntent, internally

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so as I said it's a product issue/bug that probably needs us to investigate or manually fix something. If you really need to get unblocked I suppose deleting all the Customer's PaymentMethods and getting them to enter a new one and then setting that as default_payment_method might work, but seems like a bad choice

spiral moss Jun 19, 2023, 10:44 AM

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So is there anything we need to do on ourside to "manage" this situation where the customer has got multiple mandates?

heady scaffold Jun 19, 2023, 10:45 AM

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I don't know, I've never seen this happen before, which is why I say it's our issue/bug and has to be investigated properly by the feature teams

#mattwoberts