#diachini_unexpected
crystal rivetBOT
👋 Welcome to your new thread!
⏲️ We'll be here soon! Typically we respond in a few minutes, but sometimes we might take a bit longer if the server is busy or if you have a particularly tricky question.
⏱️ We close idle threads, which makes them read-only. Once a thread is closed it won't be reopened, but you can always start a new thread if you have another question.
🔗 This thread will always be available, even after it's closed. You can find it again using Discord's search, or you can save this link: https://discord.com/channels/841573134531821608/1225527100375695511
📝 Have more to share? Add more details, code, screenshots, videos, etc. below.
serene dock
Here's a screenshot of the error message the user receives
dire blazeBOT
haughty umbra
Hey there, can you share how you're generating these account links?
Are you using the Account Links API, or Dashboard functionality?
serene dock
Thanks for getting back so quickly! We're using the Account Links API
haughty umbra
Hmm interesting. Do you have an example request ID for one of those?
serene dock
A request ID for one that is working: req_auFYmG1GfIFTJV
A request ID for a broken one: req_a9QOVvYSuvui28
haughty umbra
Thanks, looking at these
Can you double check that you don't have those backwards?
serene dock
Yeah... I know the name is "DBA Breaks it" - but that is still the good one 😄
(It was wishful thinking that I could reproduce it)
haughty umbra
I see the account in the first one has requirements remaining but the second looks satisfied, which seems unexpected if you're finding the account links not working
When you follow the account link URL, are you asked to enter some existing details to verify? Or does this "error" UI appear right away?
serene dock
There were requirements remaining on the second one just a little bit ago when we were attempting this.. let me go double-check that the account hasn't been fixed by hand.
😵 Horrible timing on our part... but apparently someone on our CX team has fixed this account while we were digging into it.... it looks like req_teChEPYAHDn2HI added an external account which satisfied the requirements that were previously missing?
I'm going to see if I can have them provide us another example of a request that's experiencing this behavior.
(to answer your question: Or does this "error" UI appear right away? - the error was happening immediately, no additional details were being asked for.)
haughty umbra
Gotcha, that does feel unexpected then
But would be very helpful to have an example actively in this state to investigate
serene dock
Yeah - was a little bit surprised that we weren't able to identify what information wasn't up-to-date between Stripe & our system. (The fact that a request adding an external account fixed it is interesting)
haughty umbra
If you create a new account link for that account now, what happens?
serene dock
Our UI doesn't let us re-trigger the account onboarding link, so I don't know that I can answer that at this time.
haughty umbra
Gotcha, ok. I'm going to ask the team about this, but I think the best course would be contact the support team if you encounter this again.
serene dock
Another one that is probably broken: req_WOOrzuOTFMOV9J
Confirmed it's broken.
Is there anything in particular you'd recommend us including in our message to the support team?
haughty umbra
Still digging here, but it would be explaining that connected onboarding is not allowed an account to provide missing requirements
To confirm, you're seeing the same thing here where you arrive directly on this error message, without being prompted to enter some fields to "verify" against existing information?
serene dock
That's correct - I can grab a quick gif of the interaction between our system launching you straight to that error
haughty umbra
That'd be helpful, yes
serene dock
Clicking the > caret in our system is what triggered req_gLZY8SRMlJnPgC
"collection_options": {
"fields": "currently_due",
"future_requirements": "include"
}
if the user only has things marked past due - would this request be broken?
haughty umbra
Unclear just yet, but we're looking at it.
crystal rivetBOT
jagged marsh
Hello! I'm taking over and catching up. We're still looking at this internally, thanks for your patience. 🙂
serene dock
Thanks for the update! Sorry it's a weird scenario 😅
FYI: I had a Stripe Support team chat convo with "Vel" a little bit ago, and was told that they'd be following up via email. Not sure if Stripe Support chat & discord convos compare notes or whatnot, but wanted to make sure that connection was known.
jagged marsh
Thanks for the heads up! I'll try to get everything linked together. 🙂
jagged marsh
Okay, you still around? I have some information.
The issue is that the accounts running into this issue don't have enough information already on file to verify. We need three of the following to begin this process:
- Name
- DOB
- Business address
- Bank last 4
- SSN last 4
- The amount of their last transfer (not something you supply, but if there is a transfer on the merchant we use it)
- Date the user was created
- Full bank account
- Legal entity tax id
Once the account has at least 3 of those things they should no longer encounter that error.
There's more information here about required verification information: https://docs.stripe.com/connect/required-verification-information#US+US+custom+full+individual+transfers
@serene dock Mentioning you just in case. 🙂
serene dock
ooooh, thanks @jagged marsh ! That's a great jumping off point for me to figure out why those accounts aren't getting as much info as our others.
jagged marsh
My guess is that the accounts in question are below thresholds that require them to supply more information.
serene dock
Just to confirm - it's any three of those fields that would be enough to get started with the rest of account onboarding?
jagged marsh
Yeah, any three of those should do it.
serene dock
👍 I'll have to circle up with stakeholders here to figure out how best to account for this missing data & go from there! Thanks for digging in and all your help!
jagged marsh
Happy to help! Sorry for the trouble!
serene dock
No worries! I might circle back with some follow-up questions if my head-scratching and deeper digging puts me into a couple other walls - but I think this is great info for me to get started.
jagged marsh
Sounds good! Note that we close idle threads, so if you come back and this thread is closed you can start a new one using the buttons in #help. 🙂
serene dock
👍 I'll see if I can figure out how to link back to this one if that's the case for the extra context.