#kayliehibou
untold ivyBOT
Hello kayliehibou, we'll be with you shortly! Below are links to other discussions we've had with you in the past week in case you want to review that information. If your question is related to one of these previous discussions, please provide a comprehensive summary of the current state and what you need help with now. We help many users simultaneously, so a summary allows us to resolve your issue as soon as possible.
• kayliehibou, 47 minutes ago, 13 messages
• kayliehibou, 5 days ago, 5 messages
inland inlet
Hey there
bronze bobcat
hello!
essentially, if I misenter a PIN then I see the incomplete payment in Stripe but in the meantime the pin pad on the device is up and unresponsive
inland inlet
Do you happen to have a video capture of what you see on the device?
That would be helpful here
bronze bobcat
I am guessing we need to catch and fail an incomplete transaction
I do not but I can - please give me a few minutes to make one
inland inlet
That would be great, thanks.
bronze bobcat
I am moving it from my phone and should be able to upload it here shortly
wow, videos take awhile to move around 🙂
inland inlet
No rush but thanks!
bronze bobcat
too big to upload, will put on YT unlisted
inland inlet
That would be great, thanks
bronze bobcat
https://youtu.be/UzIokaS8pCM but it is still processing - it says it may take up to 30 min to process. Can we leave this thread open and I can notify you once it is ready for review?
inland inlet
Yep that works
bronze bobcat
ah, looks like it's ready!
bronze bobcat
thank you
untold ivyBOT
swift terrace
👋 I'm hopping in here to take a look as well - do you have the serial number of that reader so I can take a closer look?
bronze bobcat
yep, one moment!
WSC513128044716
Please let me know if there is more info I can provide - I appreciate the help! 🙂
swift terrace
👍 I'm looking now - I'll let you know when I know more
Just want to make sure I have this right - you're currently using the server-driven integration and calling the process Payment Intent API (https://stripe.com/docs/api/terminal/readers/process_payment_intent). At that point it shows the "Tap, insert, or swipe to pay" screen, you go through the rest of the UI/present your card, at which point it hangs forever if you enter in a bad pin number
And this doesn't happen at all when you use the good test pin number? (1234)
bronze bobcat
Correct on all counts!
The terminal only hangs if an invalid pin is entered
a valid pin processes/terminal is responsive properly (as do all non-pin CC transactions)
swift terrace
Hmm... and what happens if you create a payment intent ending with 55 and use the pin 1234
I wonder if our test cards are only meant to work with that pin number, and we don't handle this edge case properly
bronze bobcat
hmm, how would I create a payment intent with a specifed 55? happy to test it (just am unsure how as I am the QA person 😄 but I have the terminal and access to the Stripe dashboard)
swift terrace
Ah, I don't know if that'll be easy for you to do w/o access to your code that's create payment intents
Let me see if I can test this really quick and get in the same state
bronze bobcat
thank you!
untold ivyBOT
swift terrace
It's take a while, but I've also got another colleague take a look - I'll let you know as soon as I have an update
bronze bobcat
Completely understand -- thank you! I am using the Interac test debit card (not sure if they are all created equal)!
swift terrace
yup I could see that it was interact because of the video you sent over 👍
swift terrace
Just a quick update from us - a teammate tried to reproduce end to end w/ the exact same steps you're using and we're not seeing the same behavior. Im going to see if there's anything different between your device and theirs to try and narrow down what's happening
bronze bobcat
Okay, thank you!
untold ivyBOT
swift terrace
What happens if you do a hard reboot of the reader?
bronze bobcat
If I hard reboot then it comes back without the transaction in context/fresh screen so we can retry the payment
swift terrace
But the error still persists/you still get the pin code UI freezing?
bronze bobcat
Yes, if I then try a transaction and misenter the pin again it will freeze again
swift terrace
Got it - and do you just have the one reader? Do you have other readers that you can try this with?
bronze bobcat
I only have the one reader at the moment
swift terrace
Also if it helps - here's the video from my teammate of them trying to reproduce in case you see anything they're doing differently
bronze bobcat
Ah, mine never says it is the wrong pin - interesting. What happens is that the PIN clears and then it hangs but I never get the terminal message of wrong PIN entered
The actions we take are the same, that's the only difference I see (no notice to the user that a wrong PIN has been entered followed by the ability for the user to try again)
Do you know if the "Wrong PIN Entered" should be sent to the terminal directly from Stripe in this scenario with the server-driven integration? I am just trying to think of reasons for why we end up with a different outcome/screen display for that step
glossy axle
Hey there, just stepping in for karbie here
bronze bobcat
Is there perhaps a way for me to test sneding a payment to the terminal from within Stripe directly to see if I have a different outcome?
(i.e. to determine if it's at the integration layer)
glossy axle
From where we are there are a couple of options:
1/ We'd suggest testing with the 55 test amount for incorrect pin and see what the behaviour is: https://stripe.com/docs/terminal/references/testing#physical-test-cards
2/ We can do a factory reset of the reader and see if the issue persists after that
bronze bobcat
Let me try with an amount ending in .55
Okay, a charge for 1.55 simulated a declined payment
as does 0.55
Okay, so in Stripe terminal it does show as incorrect PIN and declines the transaction but I am never able to trigger the message about an incorrect PIN on the terminal -- it always just shows generic "card declined" on the terminal for the endings I tested (1.55, 0.55, 0.75, 1.01)
at this point, would you recommend the factory reset option?
glossy axle
Yea, let's try that, let me pull that up
Just a heads up that itll likely take some time, and you'll need to reconfigure the wifi+password
1/ Make sure the reader is turned on, is connected to power, and a working network with an Internet connection is available
2/ Press and hold the two buttons with the blue lines for 10 seconds (there's one on each side of the reader)
3/ A dialog will appear asking you if you're sure you want to factory reset the device; tap Yes to begin the factory reset
4/ The screen will go blank, then transition through several other screens as the device erases itself and prepares for the reset
It'll also need to be re-registered with your account afterwards to use again (using the three word phrase)
bronze bobcat
Will the terminal remain associated with the Stripe account within Stripe or will that need re-setup?
ah, okay
ooof, three word phrase... that is something I do not have (I will coordinate with the client)
glossy axle
5/ The reader will indicate it's not connected to the Internet and prompt you to connect to WiFi; tap on Connect to WiFi
6/ Select a WiFi network, enter the password, and Connect
7/ Once the WiFi shows as connected, hit the back button in the lower left
8/ The reader will indicate it's connected and ready to update; tap on the Update button
glossy axle
ooof, three word phrase... that is something I do not have (I will coordinate wi...
This is presented by the reader on screen and entered in the dashboard, for example
bronze bobcat
Oh, so will it appear after I do the factory reset (i.e. is this something I should have now or I will see it after the reset)?
glossy axle
9/ The reader will download and install the latest firmware, then prompt you to select a language
9b/ Note: At this point you may encounter a Modify system settings screen. If you do, turn on the Allow modifying system settings switch and then tap on the back button in the lower left to continue
10/ The screen will go back and forth a couple times, then you'll be prompted to choose a country
11/ The reader will then download and install the software and configuration for the country you select
12/ You may see the new black splash screen or the old white splash screen at this point; either way, hold the power button down and then select the Restart option
After the reader finishes restarting and connecting to the network it should end up on the normal splash screen after a few minutes and be ready to use!
glossy axle
Oh, so will it appear after I do the factory reset (i.e. is this something I sho...
Afterward, when finished, it will need to be re-registered to the account as when it was new
bronze bobcat
alright, working with the client to get the phrase and then will start the process
glossy axle
To clarify, you don't need to ask them for a phrase
When the reader is ready thats part of the normal set up process
bronze bobcat
ah, thank you!
glossy axle
You might need them to help you register it in the dashboard if thats how they're registering, if you don't have sufficient dashboard access
You can also do it with the API
bronze bobcat
Alright, I am headed to a call but I will get this underway. If the issue persists post reset do you suggest our dev team starts inspecting underlying code for the integration? I am just thrown by the fact that we never get the wrong PIN error displayed but I don't think that would come from the integration piece since it is server-driven
glossy axle
If it's still getting stuck as unresponsive, it might need to be replaced. After trying this reset, if that still happens please contact our support team to discuss having a replacement reader sent to you: https://support.stripe.com/contact
bronze bobcat
It went through the erase step and then prompted for WIFi which I entered and it shows as successfully connected but then it just stays on that screen - there is no update button or any way I can see to move forward
ugh, dang you iPhone!
bronze bobcat
thanks!
glossy axle
7/ Once the WiFi shows as connected, hit the back button in the lower left
bronze bobcat
clearly did not read step 7 for comprehension 😉
alright, it completed updates and dumped me on the splash screen (still has the image uploaded from before factory reset...) and I am doing a restart now
So it is still associated with my account and is not prompting for any further setup or providing a phrase. I know I chose the factory reset because I saw the "Erasing" screen and I had to reconnect to WiFi, choose my language and country again. But it still appears to be associated with the Stripe account and shows as currently online in the Stripe dashboard (and also has the pre-existing custom image splash screen still)
(and the issue of the terminal being hung up if I enter the wrong PIN but not showing a wrong PIN error message remains)
glossy axle
Dang, that's disappointing
bronze bobcat
I need to step away - thank you for your help! I will inform the client about contacting support for a replacement