birdy247 | Stripe Developers | Page 1

mint hazelBOT Jan 9, 2024, 8:52 AM

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Hello! 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.

birdy247, 5 days ago, 58 messages

uneven spruce Jan 9, 2024, 8:52 AM

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How can I help?

dusty blaze Jan 9, 2024, 8:53 AM

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We are having a really really tough time. Stripe has decided to enable direct debit payments across the board for subscriptions and subscription schedules for our connected accounts without warning

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You can see from our previous conversation what the issue is

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We have raised this with Stripe support a number of days ago and had nothing back

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We need a solution and no one from your organisation seems to be able to provide a resolution

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How can I escalte this?

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Sorry to be firm, but its causing havoc with people being able to select a payment method that we have nor enabled nor ever tested

uneven spruce Jan 9, 2024, 8:56 AM

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What direct debit payment method are you talking about? ACH direct debit?

dusty blaze Jan 9, 2024, 8:57 AM

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BACS

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These payment methods seems to change regularly

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uneven spruce Jan 9, 2024, 8:58 AM

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Is there a subscription ID that you can share so that I can take a look?

dusty blaze Jan 9, 2024, 8:59 AM

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This was it a few days ago

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Every single one turned on

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But its not our settings, its the connected accounts

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For a few hours, direct debit was disabled... then stripe enabled it forcefully again

uneven spruce Jan 9, 2024, 9:00 AM

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Do you allow the connected account to manage their payment method settings?

dusty blaze Jan 9, 2024, 9:00 AM

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We have disabled BACS

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Your team say we have no control over this

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They must disable it in invoice settings

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But the catch is it was never enabled... then suddenly in december it became defaulted to on like card payments

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We are told that for subscription_schedules we cant event set waht payment methods are available

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So you can see, we have been put in a very difficult position... people are seing direct debit as a payment method when its never something our integration has been geared up to handle

mint hazelBOT Jan 9, 2024, 9:03 AM

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dusty blaze Jan 9, 2024, 9:06 AM

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Look at this

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https://dashboard.stripe.com/acct_1LAK1PFgksa2xBaR/customers/cus_PJDNiGL1e1J1Kt

Stripe Login | Sign in to the Stripe Dashboard

Sign in to the Stripe Dashboard to manage business payments and operations in your account. Manage payments and refunds, respond to disputes and more.

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Customer has chosen direct debit

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Subscription schedule is showing as cancelled?

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But here is a pending payment: https://dashboard.stripe.com/acct_1LAK1PFgksa2xBaR/payments/pi_3OUawhFgksa2xBaR0d8SZ8fi

Stripe Login | Sign in to the Stripe Dashboard

Sign in to the Stripe Dashboard to manage business payments and operations in your account. Manage payments and refunds, respond to disputes and more.

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What is going on??

opaque mortar Jan 9, 2024, 9:11 AM

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To summarise, the issue is payment methods being enabled on connected accounts without your (platform) knowledge?

dusty blaze Jan 9, 2024, 9:12 AM

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Yes

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This is what is happening

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Customers are trying to make payment with DD (of which we have never implemented this)

opaque mortar Jan 9, 2024, 9:13 AM

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In the example you've shared, acct_1LAK1PFgksa2xBaR is a standard account. By definition they choose which payment methods they offer for their payments

dusty blaze Jan 9, 2024, 9:13 AM

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Ok, but why have you turned this on on their behalf

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Its affecting every one of our clients

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Including our test accounts and we have certainly never enabled this

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Randomly, it got turned off after I emailed support for about an hour, then every single payment method was enabled, now its back to card and DD

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Clearly stripe is doing something behind the scences

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Its not coincendece that we are being flooded with reports of this

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Also, why does the subscription show as cancelled but payment for the DD is pending

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Seems very very confusing

opaque mortar Jan 9, 2024, 9:25 AM

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dusty blaze Including our test accounts and we have certainly never enabled this

As I explained, you (the platform) wouldn't enable it. There are standard accounts that you (the platform) don't control. Their settings are independent to your platform settings, which means that ultimately when you opt-in to using the 'automatic' payment settings (which is default) our payment UIs will surface all the relevant enabled PMs for customers to use

Trying to establish how/when BACS Debit was enabled for that account. Give me a moment

opaque mortar Jan 9, 2024, 9:25 AM

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opaque mortar As I explained, you (the platform) wouldn't enable it. There are standard accoun...

As the platform you can of course opt out of that behaviour if desired when creating your API objects

dusty blaze Jan 9, 2024, 9:26 AM

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I have been previously told we cant do that for subscription schedules

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Every account I check has their first DD attempt around the start of Dec

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indicating that this was never an option until then.. at this time, Stripe has enabled it on behalf of the clients

opaque mortar Jan 9, 2024, 9:27 AM

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Ah, sorry. Missed the Sub Schedule part. Yes that is true, you'd need to create the Sub first then attach it to a Schedule separately

dusty blaze Jan 9, 2024, 9:28 AM

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But the root cause is having these enabled by Stripe without warning

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The accounts I have spoken to about this have no knowledge of turning on DD

opaque mortar Jan 9, 2024, 9:29 AM

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dusty blaze But the root cause is having these enabled by Stripe without warning

I'm still trying to ascertain if that is actually what happened

dusty blaze Jan 9, 2024, 9:29 AM

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Ok, thanks

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Some account ID's

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acct_1BjCbGCt3m4r28lr

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acct_1MbgrUC0EgvJACda

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acct_1Kg6hJFtyGL6NzGn

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acct_1LAK1PFgksa2xBaR

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These are just a few that we have had complaints from

opaque mortar Jan 9, 2024, 9:42 AM

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Still checking

dusty blaze Jan 9, 2024, 9:44 AM

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Thanks

opaque mortar Jan 9, 2024, 9:57 AM

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Ok, I think I may have found the root cause here. Give me 5 minutes

opaque mortar Jan 9, 2024, 10:16 AM

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It seems like we now automatically enable BACS Debit on UK accounts. It requires specific opt-out, which has now happened on acct_1LAK1PFgksa2xBaR

dusty blaze Jan 9, 2024, 10:18 AM

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This is really bad

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You havent considered the impact is has on connected accounts

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We are having to refund these payments and also reimburse the stripe fees

opaque mortar Jan 9, 2024, 10:19 AM

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To be clear this change was made over 2 years ago. It's not something that has happened recently

dusty blaze Jan 9, 2024, 10:19 AM

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It has

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We have tested this hundreds of time and have never seen direct debit

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Its just suddenly appeared

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So you are saying our only solution is to suck it up, contact every connected account and to tell them to disable this option

opaque mortar Jan 9, 2024, 10:22 AM

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According to what I can find internally this was not a recent change. Equally, this is not an integration issue and really is beyond the remit of this server and our team. What I would recommend you do is speak to your AE (seems you have one according to your account)

dusty blaze Jan 9, 2024, 10:22 AM

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Its disappointing you are not listening to us. We have never seen a DD payment and then they suddenly appear in Dec 2023

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AE?

opaque mortar Jan 9, 2024, 10:23 AM

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An account executive. They manage your platform's relationship with Stripe

dusty blaze Jan 9, 2024, 10:23 AM

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I understand and appreciate your help. Your support team is terribly slow and leaves me with no confidence, hence why having to come here. I really dont want to bother developers

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We have never once been connected with an AE. They have never contacted us, can you let me know their details?

opaque mortar Jan 9, 2024, 10:24 AM

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acct_16aqJ4Khe5FaU5pL is your ID, yes?

dusty blaze Jan 9, 2024, 10:24 AM

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How would I find that?

opaque mortar Jan 9, 2024, 10:25 AM

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https://dashboard.stripe.com/settings/account

Stripe Login | Sign in to the Stripe Dashboard

Sign in to the Stripe Dashboard to manage business payments and operations in your account. Manage payments and refunds, respond to disputes and more.

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For the platform

dusty blaze Jan 9, 2024, 10:26 AM

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Yes, thats correct

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acct_16aqJ4Khe5FaU5pL

opaque mortar Jan 9, 2024, 10:27 AM

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Then I expect somebody at your company has had dealings with Stripe via the AE

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I can't share their details here for obvious reasons

dusty blaze Jan 9, 2024, 10:28 AM

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Ok, so could you confirm how I contact them instead?

opaque mortar Jan 9, 2024, 10:29 AM

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opaque mortar Then I expect somebody at your company has had dealings with Stripe via the AE

If not, I can reach out to them internally and ask they email you?

dusty blaze Jan 9, 2024, 10:29 AM

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Yes please 😄

opaque mortar Jan 9, 2024, 10:30 AM

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Which is the best email address for them to reach you on?

dusty blaze Jan 9, 2024, 10:32 AM

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aaron@xncreations.com

opaque mortar Jan 9, 2024, 10:33 AM

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I suspect they might need to use the email on the account actually

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Or at least the domain that matches the company

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That ok?

dusty blaze Jan 9, 2024, 10:35 AM

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yes

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aaron@eventrac.co.uk

opaque mortar Jan 9, 2024, 10:35 AM

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Ok, perfect. I'll speak with them today and explain the situation

dusty blaze Jan 9, 2024, 10:36 AM

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Many thanks for your help

opaque mortar Jan 9, 2024, 10:38 AM

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np!

#birdy247