liodene

[novel zodiac]

Have they checked their developer console to see if any error is displaying there?

If it is on the Stripe hosted page, this is likely a question for our normal support team but i'm happy to look in to any specific errors that we have seen.

[dusty bay]

For the developer console, lets say that they won't be able to do it, even with lengthy explanations 😄

We're using Express accounts, creating login links thought the API and redirecting them on it v1/accounts/acct_XXXXX/login_links

We get link like this one https://connect.stripe.com/express/acct_xxxxx/xxxx

[novel zodiac]

If you go to that URL for that specific account yourself, does it infinitely spin for you?

[dusty bay]

It spins infinitely once you enter the code, but I'm not in touch with the client which possesses the phone associated to the account

I got in touch with the normal support but were just told that it was because we were using an old API version, that the express link that we're using are deprecated, and so on. But that doesn't make any sense to me.

[novel zodiac]

To be clear, did you create an account link for yourself to check this on in your own browser?

[dusty bay]

Yes, through our normal process as our clients do and manually through the API using postico to test using a different API version

[novel zodiac]

Can you try going to that page again and checking in your own developer console to see if errors show up?

[dusty bay]

No errors on my side, but I can't enter the code since I don't have it

[novel zodiac]

Apologies, I was confusing myself. For some reason I thought the code was at a different place even though you specifically mentioned it being there.

Can you DM me your email? I want to read what support said to you about the deprecation. Could be useful context

[dusty bay]

I have a case number I tyhink

[novel zodiac]

Thanks, checking in to that

I am not sure what that support person said about the legacy things either. The stripe-java version and API version won't affect the page that the user is sent to as far as I know.

I think in the end this will be a question for our support team though I do see that you and your user have already tried talking to them. I will talk to my colleagues on potential next steps and get back to you

[dusty bay]

Thank you a lot. I was losing hope 🙂

You will get back to me in this thread or in DM/mail?

[novel zodiac]

So after talking to colleagues, we think the best way forward would be to push in that existing case so it can be escalated. Unfortunately we can't push ourselves.
I'd restate the issue and focus on the fact that this is likely an account issue, and that API versioning does not affect this page as it is a Stripe-hosted page. The agents that you and your user spoke to were confused but they should be able to pass your case to people who are more familiar with account issues like this.

[dusty bay]

Ok, so I just respond to the email I received and ask for an escalation? Can I name you in my email?

[novel zodiac]

Yes respond in that email and feel free to mention this conversation. The ticket won't get passed to me but that may help them understand that you've looked in to the API version thing that they got stuck on

And I am sorry for the back and forth. Pushing in that email should be able to get it to the team that knows how to look further in to this

[dusty bay]

Well, the worst part was the exchange between our client and the first support staff that told directly to him that it was all our fault, that we refused to take accountability and denigrated us