#valcanbuild

1 messages · Page 1 of 1 (latest)

crude cloakBOT
kindred jetty
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hi! hard to say without any details

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i.e.

  • can you replicate this in test mode
  • any screen recordings from affected users
  • any example PaymentIntent IDs pi_xxx where this happened
  • link to your website using Stripe on the payment page and instructions on how to repo
  • any errors from the browser console that customers are reporting or you have logged
  • any commonalities in terms of customer geography or issued card
pine oyster
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Here's an example Payment Intent: pi_3OmtwCGPobLlhSMZ1WeJCt9U

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I guess I was hoping to find out whether there's currently an ongoing issue with Stripe payments around this. Since I process a lot of payments daily and this is the first time I'm getting these reports

kindred jetty
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no general ongoing issue I think

pine oyster
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I've not been able to reproduce this in test, no

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One customer said that once they disabled Citrix on their laptop it worked.

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Another customer said it worked when they tried it on their phone. All customers who've contacted me so far I believe have tried this from their work computers so I'm suspecting some VPN or Security setting issue

kindred jetty
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yeah probably something on their end blocking the bank's 3D Secure page.

pine oyster
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But, like I said, I have a lot of customers using the website on their corporate networks but only started getting reports about this yesterday so something must have happened

crude cloakBOT
pine oyster
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For context, my website is www.thankbox.com. You can get to a payment form by clicking the Create a Thankbox button, filling out the form and then it'll bring you to a Stripe payment form

kindred jetty
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not sure we can dig into that on a quick Discord thread but you could open a support ticket at https://support.stripe.com/?contact=true with as much of the information mentioned above as you have available and we could have a look. The most imortant thing would be like a screen recording of an effected user with their borwser console open(which I appreciate is almost impossible to get)

pine oyster
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Alright, I'll try to gather more data and I'll open a ticket then. You're right in that getting a recording or even browser logs would be difficult. Most of my customers are not tech savvy