#matrixfx187_best-practices

1 messages ¡ Page 1 of 1 (latest)

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vapid sequoia
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Hello! Can you see details on your end about why the accounts are being disconnected?

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Like are you getting financial_connections.account.deactivated or financial_connections.account.disconnected Events?

coral oak
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No, not disconnected. When I go to try and refresh the balance, I get the status of their financial connection account to be "inactive" and then I get an error saying that their balance cannot be refreshed on an inactive account

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This happens quite often but not with all institutions

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Here's an example: req_1oUCyLxWYIjUAK

vapid sequoia
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Unfortunately that's normal. Accounts can and do become inactive for a number of reasons, from people disconnecting or revoking access on their bank's side of things to accounts being closed to banks automatically culling what they consider stale connections.

coral oak
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but is that normal to happen every month? I would think less than 30 days seems pretty short lived

vapid sequoia
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If you're curious about the reason for a specific disconnection you can write in to Stripe support with specific Financial Connection Account ID(s) and ask them to tell you what happened: https://support.stripe.com/contact/email

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It might be normal, but it also might be unusual. It's impossible to say for sure without looking at a specific example, and that's something Stripe support can help you with.

coral oak
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Ok, I have a list of them. Hopefully they can shed some insight to that then.

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Ok, thank you. Hopefully they can shed some light. To confirm, when this happens, I need to remove the payment method and have them add it again, right?

vapid sequoia
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Make sure you provide the IDs starting with fca_. That will help you get a faster response.

coral oak
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I heard rumors of a feature to re-connect their accounts but I haven't heard anything about it yet

vapid sequoia
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We do have an Event for when an inactive account becomes active again: financial_connections.account.reactivated

coral oak
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that's interesting. Is there a way I can "reactivate" an inactive account?

vapid sequoia
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As far as I know that happens when we successfully reestablish a connection on our end.

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I don't think it can be triggered directly beyond that.

coral oak
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so how would it get reestablished on your end?

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wouldn't the user have to do that through your api?

vapid sequoia
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We do our best to detect and reestablish connections whenever possible. I honestly don't know exactly how that works.

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I do see that you have a number of financial_connections.account.reactivated Events on your account.

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There are many others.

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I think the most typical thing that happens is you would trigger something, like a refresh of account data, that makes us reach out to the account to get that data. We then notice the connection doesn't work, so we mark it as inactive and the refresh fails. Then we attempt to reestablish the connection, and if we're successful we fire that Event to let you know.

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You should check to see if any of the inactive accounts you've noticed have an associated financial_connections.account.reactivated Event and are now active again.

coral oak
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in this example, the customer removed his payment method and then added it again. I guess that triggered the "reactivated" event? I thought when they added it again, it would give them a new account

vapid sequoia
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Going through the onboarding flow again should create a new account, yes.

coral oak
coral oak
vapid sequoia
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Hm. I guess it's possible that we reuse an existing Financial Account if one exists, but I didn't think that's how the flow worked.

coral oak
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Yea, same here because most of my users have multiple FA's because of removing and adding payment methods

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in the workbench, is there a way to search by fca_?

vapid sequoia
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I wonder if by authorizing a new Financial Connections Account the bank it also granting access to the old one at the same time as well?

coral oak
vapid sequoia
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Like maybe on the bank's side they're looking at it as an all-or-nothing thing when it comes to that person and Stripe accessing their info.

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Although... I'm not sure the CLI in the Dashboard will work with live mode.

coral oak
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oh, I was wanting to filter events by FCA

vapid sequoia
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Oh, yeah, there's an Event type filter button at the top.

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You can then type in a specific Event type, or do something like financial_connections.account.* to do a wildcard search.

coral oak
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yea, I mean FCA id. like "fca_xxxx"

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I don't think I can do that though

vapid sequoia
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Ah, no, you can't do that.