Harry (Wharton) | Stripe Developers | Page 1

flat adderBOT Aug 15, 2023, 9:34 PM

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narrow ledge Aug 15, 2023, 9:34 PM

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pi_3NfUkY2UFjcl8tHR1MFFHkpC

sage oyster Aug 15, 2023, 9:34 PM

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👋 Can you share more details on what you need help with?

narrow ledge Aug 15, 2023, 9:35 PM

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our user just created a stripe account on our Connect platform, and tried to use the tap to pay feature, it doesn't work

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Others have experienced similar issues before, is there a period of time after account creation that the user cannot use tap to pay?

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payment ID is pi_3NfUkY2UFjcl8tHR1MFFHkpC

sage oyster Aug 15, 2023, 9:36 PM

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Do you know what customers saw when they tried to use tap to pay?

narrow ledge Aug 15, 2023, 9:37 PM

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our app showed our default failure screen

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other users can use it fine so it's not us

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any ideas

sage oyster Aug 15, 2023, 9:43 PM

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Did you log any decline message?

narrow ledge Aug 15, 2023, 9:45 PM

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checking

sage oyster Aug 15, 2023, 9:47 PM

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I think we'll need logs from your mobile app in order to debug this.

narrow ledge Aug 15, 2023, 9:47 PM

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I don't think so

sage oyster Aug 15, 2023, 9:47 PM

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Ah gotcha.

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Yeah, logs from the SDK side of things will help here

narrow ledge Aug 15, 2023, 9:48 PM

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one second

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checking

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but is there some kind of known factor that the user needs to wait 30min-1hr after creating stripe account that they can use tap to pay?

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I think this might be a issue on Stripe's end because we've encountered same issue with other users before

sage oyster Aug 15, 2023, 9:56 PM

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No, not as far as I know. As long as the account is active, they should be able to use tap to pay

narrow ledge Aug 15, 2023, 10:08 PM

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is there any information from your end that might be helpful

sage oyster Aug 15, 2023, 10:14 PM

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I don't see the payment failure on my end so it looks like the request is failing early in the payment flow

narrow ledge Aug 15, 2023, 10:24 PM

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yes

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it def failed at early flow

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question is why... is it Stripe's end's problem, or ours?

flat adderBOT Aug 15, 2023, 10:25 PM

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narrow ledge Aug 15, 2023, 10:28 PM

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what do you think is the more likely scenario

haughty niche Aug 15, 2023, 10:35 PM

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Hi 👋

I'm stepping in as @sage oyster needs to go.

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We can't really tell anything of what is going on here because the problem does not reach our APIs.

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There could be a bug in the Tap to Pay functionality but we can't tell until we see the code that is being called and the log lines that it generates.

narrow ledge Aug 15, 2023, 10:37 PM

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the user tested again and can use the tap to pay now

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so it's prob Stripe?

haughty niche Aug 15, 2023, 10:38 PM

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We don't know

narrow ledge Aug 15, 2023, 10:38 PM

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we didn't make any changes on our end

haughty niche Aug 15, 2023, 10:38 PM

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It could also be an issue with network connectivity

narrow ledge Aug 15, 2023, 10:38 PM

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the user always have to wait 30 minutes or something after initial regisgtration

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how do we find out

haughty niche Aug 15, 2023, 10:38 PM

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But we don't know unless you capture the logs

narrow ledge Aug 15, 2023, 10:38 PM

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this issue has come up mulitple times

haughty niche Aug 15, 2023, 10:39 PM

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The information is being generated by the SDK being used (Android or iOS) and those are the logs we would need to investigate

narrow ledge Aug 15, 2023, 10:39 PM

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iOS

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ok and that's investigations from our end, right?

#Harry (Wharton)