#bwurtz999_unexpected

1 messages · Page 1 of 1 (latest)

undone urchinBOT
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gray bronzeBOT
potent nova
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Hi there 👋 taking a look to see if anything jumps out at me, but can you share more details about the error you're receiving and where you're seeing that thrown?

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The recent errors I'm seeing there are about receiving a duplicate message, and I'm not exactly sure what that is referring to offhand. Do you have more context on the error you're seeing and where it's being thrown from?

violet nova
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Hi! Sorry for the delay

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So I'm not seeing the issues in the Workbench logs

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My manager is reporting that the error Multiple cards detected shows up on the card reader screen when a customer taps their card

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Happens frequently

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It happens when a customer is prompted to pay

potent nova
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Do you an idea of a time when this behavior was encountered? I don't see any recent failed requests for the reader, or reader actions that encountered exceptions.

violet nova
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It happened this morning (ET) sometime between 7AM-9AM ET

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I can try to get you a more specific time

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She said it happened right before 9:15ET

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So sometime between 9:10AM-9:15AM

potent nova
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Hm, I don't see any errors or exceptions during that time. Are you able to reproduce this behavior in your testing?

Do you have a sense of whether this is the request to process a payment intent that the occurrence would have been associated with?
https://dashboard.stripe.com/logs/req_cVjz6yQ0cUemDp

Do you have more context on what the customers are doing in these cases? Are they tapping or inserting? If tapping what are they tapping, a card, a physical wallet, a phone?

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violet nova
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I have not been able to reproduce this locally

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The customers are tapping

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I don't know if it's a card or phone

potent nova
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I'm checking with my teammates to see if they can pull more insight from the logs.

violet nova
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Thank you! My manager says this happens every day

potent nova
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Sorry, I'm still not seeing anything that is giving me a better understanding of what is going on here. I'd suggest reaching out to our Support team to open a ticket and begin a deeper investigation:
https://support.stripe.com/?contact=true

Stripe: Help & Support

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violet nova
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OK will do. Thank you