#diachini_unexpected

1 messages · Page 1 of 1 (latest)

willow ingotBOT
drifting gustBOT
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willow ingotBOT
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drifting gustBOT
dark sleet
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Note: this is a follow-up from conversation yesterday

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From that convo: ```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```

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However - we are not experiencing this issue with brand new teams containing only Name (for example): acct_1P1yVkHK0tgyExWl

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So I'm trying to get my bearings of how a user is able to get into the scenario of having some combination of details in their Stripe Connect account that prevents them from going through Stripe Hosted Onboarding.

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Example accounts that are currently broken: acct_1KgH1LQh05Tl0Ecs (with request for onboarding link: req_gLZY8SRMlJnPgC ) and acct_1NqfIDQWzt02Gv1E (with request: req_VAD896Jj7rw2Ms )

vale river
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We have ceratin thresholds based on time/charge volume where more info is required

dark sleet
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🤔 should those thresholds be dictating which fields are required during Stripe Hosted Onboarding? Or they are required before they can go through Stripe Hosted Onboarding?

vale river
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should those thresholds be dictating which fields are required during Stripe Hosted Onboarding?
Yes that's exactly how they work. They cause certain fields to become required

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Or they are required before they can go through Stripe Hosted Onboarding?
Depends on how much info you've provided already

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Per your previous thread, the error you get in hosted onboarding occurs when you haven't provided 3 out of that list of fields

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Some of those are threshold requirements I believe, so that explains why new accounts don't get that error but some existing ones do

dark sleet
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🤔 interesting... so new accounts are able to go and provide all those details during account onboarding, and that's how we get DOB, SSN Last 4, bank account, etc) updated in their Stripe Connect account.

vale river
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yep

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But:

In addition to the onboarding requirements, there is a second threshold to keep payouts enabled, which depends on your industry and Stripe’s review of your platform profile. The company.tax_id (EIN) needs to be verified before 10,000 USD in charges for some platforms, and before 3,000 USD for other platforms.

individual.dob.day
individual.dob.month
individual.dob.year
individual.ssn_last_4```
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Not sure what the metrics for all the thresholds are but above are some of the fields required once you meet a certain threshold

dark sleet
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but existing accounts that (for whatever reason) have already had payments or whatnot, and have had their bank account deleted (again - not sure how/why that may have happened on their account, but I can dig into that further on my end) -- they are not able to submit those details via the Stripe Hosted Onboarding flow any more? We need to build our own form to let them provide the details?

vale river
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Looks to be the current state, yes. I'm a bit surprised by this as well (reading over your previous thread)

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I can check with a colleague async to confirm too

dark sleet
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Or could we take advantage of type: account_update instead of type: account_onboarding? Do you know if the thresholds there would prevent letting them update their account?

vale river
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You could create an account link really quick to just see if it lets you

dark sleet
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Okay - let me go give that a shot! I'll let you know what I find

vale river
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Ok thanks

dark sleet
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account_update doesn't seem to work either... req_sXLOJKWB8hsXMq was the account_update attempt & it experienced the same error, immediately going to this page

image.png
dense swan
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Hi there 👋 catching up as my teammate needed to step away.

dark sleet
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Comparing two accounts side-by-side - I'm noticing this difference in Personal Details (left = account that we get that error above; right = my account that is able to go through onboarding)

image.png
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That "No street address, No city, state or zip" was the biggest thing that stood out to me

hasty rain
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👋 toby is busy so I'm looking

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Give me a min

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Okay so here is what is going on:

You have bank editing enabled for Hosted Onboarding, which enforces user authentication. For accounts that are brand new, users can freely sign up with necessary authentication information before they enter onboarding. As a security measure, we ask the user to verify information about the account (rep name, dob, ssn) before they can gain authenticated access to the account. However, these accounts where you are seeing these error is a rare case where it is old enough to not have collected that necessary info up front yet still requires the security check mentioned, so we actually can't perform the necessary authentication of the user and thus the error you are seeing.

The only way to unstick this really is for the platform to update the account with enough information for the user to be able to authenticate (name, dob, ssn) or to create a new account here.

dark sleet
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iiiinteresting. And the "enough information" is 3 of the fields on the list that had previously been mentioned?

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Also - is there any way for us to tell how many accounts would be in this same state?

hasty rain
hasty rain
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Oh doh

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We do return creation via the API

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Forgot about that

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So ignore that

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Hmm do you know when you enabled bnk account collection/editing for Custom via Hosted Onboarding?

dark sleet
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With the March 15, 2024 Visa Mandate deadline, we turned on Hosted Onboarding for our stand-alone teams earlier that week (let's say March 12, 2024?)

hasty rain
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Okay so then you could list Accounts and look for those that don't have 3 pieces of necessary info and were created prior to that date

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I'd recommend writing a script to surface some of those and then creating an account link to verify those accounts hit this error (basically verify your script works)

dark sleet
hasty rain
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Then you code can check for that Person whether those pieces of info are present or missing