caitlin-short_unexpected | Stripe Developers | Page 1

cobalt fractalBOT Dec 6, 2024, 1:56 AM

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caitlin-short_docs, 1 day ago, 6 messages
caitlin-short_docs, 1 day ago, 3 messages
caitlin-short_error, 3 days ago, 36 messages

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candid warren Dec 6, 2024, 2:04 AM

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Can you share any Id related to the error?

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Or the error message?

valid drum Dec 6, 2024, 2:05 AM

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cobalt fractal 👋 **Welcome to your new thread!** ⏲️ **We'll be here soon!** Typically we resp...

Card not added contact your card issuer

candid warren Dec 6, 2024, 2:09 AM

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We needs some Id to investigate

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Can you look at your Dashboard request log https://dashboard.stripe.com/test/logs and try to find it around the time?

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valid drum Dec 6, 2024, 2:09 AM

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I have a cardholder ID

candid warren Dec 6, 2024, 2:10 AM

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Sure can you share it?

valid drum Dec 6, 2024, 2:11 AM

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And cardholder id

ich_1QSRB3Puovda0aU2IEhdwP8z

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Card id

ic_1QSRCIPuovda0aU2szcgltbv

candid warren Dec 6, 2024, 2:13 AM

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add the card to their wallet
Is this GooglePay or ApplePay?

valid drum Dec 6, 2024, 2:13 AM

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Apple Pay

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Manually

candid warren Dec 6, 2024, 2:20 AM

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Thanks. You mentioned Rosie card. Could you elaborate a bit more? What is Rosie card?

valid drum Dec 6, 2024, 2:20 AM

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Oh sorry I think that was auto correct

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One of our stripe connect issuing cards

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It auto corrected to we have connected accounts we issue cards to

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They have attempted and have been at a store trying to add this card to their wallet and they said they have never run into this issue before

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Is there something wrong with the card? Or the cardholder

candid warren Dec 6, 2024, 2:27 AM

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Okie, but does that mean they were able to add the card to ApplePay before, but they removed it and tried to add it again and got an error?

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Because normally you only add the card to ApplePay once

valid drum Dec 6, 2024, 2:29 AM

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No meaning they have added other cards to their wallet before

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Not this card

candid warren Dec 6, 2024, 2:30 AM

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Ah I see

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and the other cars are also Stripe Issuing cards?

valid drum Dec 6, 2024, 2:31 AM

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No just meaning they know the process to add a card to their wallet

But other users have been able to add their stripe cards to their wallet

candid warren Dec 6, 2024, 2:33 AM

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It's weird. If you look here https://dashboard.stripe.com/logs/req_XUhspXWxYAns6o you will see

    apple_pay: {
      eligible: true,
      ineligible_reason: null,
    },
    google_pay: {
      eligible: true,
      ineligible_reason: null,
    },

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Sign in to the Stripe Dashboard to manage business payments and operations in your account. Manage payments and refunds, respond to disputes and more.

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Does this happen consistently or only 1 customer?

valid drum Dec 6, 2024, 2:34 AM

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on our end I see that the user has accepted the terms

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I havent seen it happen before

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how do I resolve?

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they have attempted a few times

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on the app they clicked add card and they had to accep thte terms on Apple - which just says contact your card provider to review the terms and conditions and they click accept (even though they have accepted on our platform) and then it tries to add and then the terms screen pops up again

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and then says Card cannot be added

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to clarify they enter in the card number then exp and cvv on apple manually then click add

Then it says Adding Card, and contacting card issuer

Then the terms pop up and it says you 'Please contact your card issuer for terms and conditions' They click accept and then it goes back to loading again and then it goes back to the terms screen again and they click accept and then it says Card cannot be added please contact your card issuer.

candid warren Dec 6, 2024, 2:50 AM

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Hmm do you know the exact time (UTC) that the customer tried?

valid drum Dec 6, 2024, 2:51 AM

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they have been trying since 4:30 pm pst - 12:30 am utc

candid warren Dec 6, 2024, 2:53 AM

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on Dec 5?

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Any narrower range?

valid drum Dec 6, 2024, 2:54 AM

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It would be dec 6 UTC

4:30 pm pt today

candid warren Dec 6, 2024, 3:08 AM

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Okie I found some logs but we may need more deep investigation on this. Could you write to Stripe Support and mention this thread? Also please inlcude in these information:

intok_1QSpMTPuovda0aU2wBWntt1c

and timestamp

12/6/24 12:25:37 UTC

valid drum Dec 6, 2024, 3:11 AM

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Ok I have already written support but gotten no help I think it’s on an email chain now

I will update with this too

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What does this log show?

candid warren Dec 6, 2024, 3:12 AM

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It's to connect my investigation

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Or nvm, what email did you use on the email chain

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I can put my note on there too

valid drum Dec 6, 2024, 3:24 AM

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Hello@trytwig.io

candid warren Dec 6, 2024, 3:28 AM

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I left my comments there. Thank you! Please wait for an update via email

#caitlin-short_unexpected