#areit_unexpected
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lilac yacht
Hello there
We can't help with declines/failed payments here -- we just focus on the API. You are going to want to work with our Support team on this via https://support.stripe.com/contact/login
dense salmon
We already did that, but they were not helpful at all and we did not get any answer, they always say they have to talk to experts and then they never come back :/
We are now in the loop for 3 weeks with multiple support requests and havent gotten any useful answer
But maybe you can answer that question. Does Stripe block payments because around 100 subscriptions are created at the same time at once?
Because we pushed 100 subscriptions via API
On a new Stripe account
lilac yacht
In general, no. Can you share a few examples and I'll try to take a look but no guarantee I can help here
dense salmon
Ok, so we created around 70-100 subscription schedules via the API, all with start date 2 AM UTC.
We did this for 4 new Stripe accounts of our customer
The first 10-12 subscriptions payments via SEPA went through and the payment was pending and then succeeded after 1 week
But all the other SEPA payments, around 40 were immediately failing, it seemed to be the case that three SEPA payment was failing due to a valid reason "Payment declined by the issuing bank" and then like there is some logic in the background all the following payments were immediately blocked by Stripe.
Do you have such logics in place?
lilac yacht
Not that I'm aware of but like I said, we just focus on the API, not declines. If you share a few PaymentIntent IDs that failed unexpectedly then I can try and take a look and see if I see anything
dense salmon
Great thanks!
Sure
pi_3OpLRqPgEAHJhHIm17TyICgF
pi_3OpLS3PgEAHJhHIm0t6wRxo4
If you need more let me know, we have plenty of them 😄
lilac yacht
Alright I do see in our logs that it looks like your account was caught up in some sort of a Risk/Radar evaluation for those debits and that is leading to the block here. Unfortunately, I really don't know how this works or what the path forward is for this -- you are going to need to work with our Support team on that. I'm not seeing any Support ticket that is active on your account within the past month, so I'd recommend writing in with the above information and working with Support.
dense salmon
Yeah that is because we created the support tickets via our Stripe Account and not via our customer's stripe account. We use Stripe Connect to onboard our customers to our platform
But thanks for checking again
I have another question, do you know if we can update the anchor time of the renewal of the subscription, so not the day but the time.
We think that on the next renewal which is on the 1st of April we can somehow avoid getting blocked again by adding some minutest between the subscription renewal (invoice and charge creation)
I could not find anything in the API docs
lilac yacht
I'm not sure what you mean by that? Why would that avoid any block in place?
dense salmon
Because a new invoice is created with a new payment with the same payment method. Or do you mean that once a payment method got blocked via a payment intent it will get blocked again?
lilac yacht
The way I'm interpreting the logs is that the account had too many failed debits over a short period of time which triggered some sort of block on our end. I really don't know more than that though.
dense salmon
On the 1st April all subscriptions will automatically renew, and you think they will be blocked again?
dense salmon
yeah no worries
but then can you maybe have a look at this payment intents form a different stripe account of the same customer
pi_3OpLRSB1jRxscj0l1GmdWcby
pi_3OpLRSB1jRxscj0l1jM9cL5D
On this account all payments were immediately blocked, without a valid reason.
On the one I shared before, there were 3 failed payments with real reason before all others were blocked, you know what I mean?
For the other account it makes sense what you say, but not for this account as there were not any payments who failed to a "valid" reason.
lilac yacht
I think it is evaluted based on your platform, since your platform is the one making the requests here.
But once again, I don't really know.
You really do have to talk to Support about this
dense salmon
Ahh okay, so our platform more or less got blocked for these accounts.
Interesting is that all other connected accounts are fine, we just had a migration with even more payments etc and they are all fine
Yeah as I said we tried support multiple times
you already provided more information to me than X support agents
lilac yacht
Yeah I'm sorry you haven't had success with Support so far.
dense salmon
But back to my other question regarding the renewal time. If you look i.e. at this subscription: sub_1OpKTFB1jRxscj0lGBH6ihKy
Current period end is 1st of April 1 AM UTC, is there a way we can update the time to 01:01 AM
lilac yacht
You can update the billing_cycle_anchor but I really don't think this is going to help with your issue
Err sorry
You can't do that in the way you are asking
You would set a trial until 1:01AM if you wanted to change the billing cycle anchor in that way
dense salmon
I don't quite get it, what payload should I sent to get the subscription updated the way I want?
billing_cycle_anchor
can only be set to now or unchanged where can I provide date and time?
How can I set a trial to an already active subscription? Is that even possible?
lilac yacht
Yeah we talk about this here: https://docs.stripe.com/billing/subscriptions/billing-cycle#add-a-trial-to-change-the-billing-cycle
You would use trial_end
dense salmon
ahh nice, thanks!
Ok I will try that, does this have any influence on the next invoice?
lilac yacht
It would just move the next Invoice to the timing of the anchor
But like I said, I really don't think this is going to make any difference in the issue you are seeing
dense salmon
ok thanks
But one more thing. If we Stripe blocks payments on our Sub-Accounts this spreads over to other accounts as the subscriptions were created via the API of our main platform account?
lilac yacht
Don't know, sorry.
dense salmon
Ok and who knows that? Please dont say support 😄
I am just a developer and my boss is bothering me that payments are not working and I really don't know what to do anymore
Its like a dead end
lilac yacht
I do sympathize with the situation you are in, but yes, our Support team handles questions related to declines and failed payments. We just focus on technical questions about integrating with our API. So yes, our Support team are the only ones that can help you. Even on your platform I don't see an active Support ticket from the last 3 weeks.
So please write into Support with the specific examples you provided me, and all the relevant info, and they will take a look.
dense salmon
Can you check for dev@kinnovis.com
Because we raised multiple tickets
But anyway - thanks for your help! At least I know now that I really tried everything
And we cant tell our customers whats going on