#battbot_unexpected
austere tapirBOT
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pastel harness
These photos shows the pin pad not moving on to the next step even when user pressed the Green checkmark
I don't have an event id or anything because these type of issues occurs on the stripe terminal, not on our side
This occurred around Dec 8, 2024 13:45-13:50 EST
this doesn't seem like a hardware issue since not just this merchant report this, generally it seems BMO debit cards have this problem
south wigeonBOT
proper quest
Hi there 👋 I haven't heard of this, but will look to see if I can find any reports of this.
I see a mention that BMO reissued debit cards at one point due to an issue on their end that caused readers to have a hard time working with them, but that was from several years back. I'm not seeing anything more recent than that.
pastel harness
It's not that it fails all the time with BMO cards, but so far all the complains we get seems to be with BMO interac cards
the same card will work after another try for example
but it will require the merchant to reboot the terminal
because in this state the terminal is frozen
proper quest
I think this will likely need a deeper investigation than I can offer here, and will likely need to be converted to a support ticket for that. Can you tell me a bit about how you structured your Stripe Terminal integration so I can try to provide guidance on useful IDs for you to collect and share with us. Are you using our server-driven integration pattern, or a POS-based flow with either our javascript or mobile libraries?
pastel harness
we are using server side integration
proper quest
Gotcha, then I'd recommend collecting:
- ID of a Payment Intent that was being processed when this behavior occurred
- Serial number or ID of the Reader object being used
That will allow us to take a closer look at the logs for that specific transaction to get a better idea of what could be going on.
Once you've gathered those details, please provide them to us in a support case that you can open from a DM I'm about to have our bot send you.
austere tapirBOT
Hello @pastel harness, we have sent you a direct message, please check it at https://discord.com/channels/@me/1317166711262281771
- 🔗The message has instructions on how to open a direct support case with our Developer Support team, in order to help you more effectively.