#daniel-bello_error
queen ridgeBOT
👋 Welcome to your new thread!
⏲️ We'll be here soon! Typically we respond in a few minutes, but sometimes we might take a bit longer if the server is busy or if you have a particularly tricky question.
⏱️ We close idle threads, which makes them read-only. Once a thread is closed it won't be reopened, but you can always start a new thread if you have another question.
🔗 This thread will always be available, even after it's closed. You can find it again using Discord's search, or you can save this link: https://discord.com/channels/841573134531821608/1386710673077305345
📝 Have more to share? Add more details, code, screenshots, videos, etc. below.
lime shadow
Hi, it sounds like you're using Ordergroove’s tool and you'd want to talk to them directly as we would not have much exposure to this
As for that specific error, if you can share the request id on Stripe's end I can look. Otherwise, you'd need to talk to Ordergroove.
queen ridgeBOT
eager tide
Hi 👋 jumping in as my teammate needs to step away soon. Yes, you can share the Stripe related logs with us.
For future reference, just sharing the request ID works better for us, we can't access your dashboard links.
eager tide
Yup, perfect! Thank you!
That's a payment that failed because the issuer of the payment method declined the authorization. Did you have a specific question about that request?
shut wave
so we have that error for all the customers we have moved over, from Stripe to Shopify.
it is failing the payment for them and we were wondering is there is an issue on how we migrated the cards.
we moved the CC card https://shopify.dev/docs/apps/build/purchase-options/subscriptions/migrate-to-subscriptions-api/migrate-customer-information#migrate-from-stripe using Shopify default way.
the fact that the payments fail for them, eventhough the card info is moved correctly, leds me to believe something didn't move correctly
eager tide
We don't know anything about migration tools provided by Shopify, sorry. If you believe their tool did not migrate data correctly, then I'd suggest reaching out to their support team for assistance troubleshooting that tool they provide.
shut wave
The card returned a decline code of invalid_account. The card, or account the card is connected to, is invalid. => is there a way to get more info on this? because it is connecting to the right Stripe customer account
eager tide
It's not about the Stripe account, it's about the account at the bank that the card points to. In our experience, the best path to get more insight into that, is to have your customer contact their bank to understand why the bank returned this error for this transaction.
shut wave
so, and I am sorry if I asking way a lot of questions, the migration in itself looks to be ok, as long its the same Stripe customer account?
eager tide
I'm sorry, I don't understand what you're trying to ask with that question. Would you mind elaborating?
shut wave
I am struggling to understand where the problem is tbh. Was it an issue with the Migration? or there is a bigger issue?
so my question was: we have moved the CC from Stripe to Shopify, When the payments happen in Shopify, it connects to the right customer in Stripe. Does this indicate that the migration for customers and CC is done ok?
and the issue might be something else?
eager tide
I don't really know, I don't know what Shopify's migration is expected to do.
Based on what I'm seeing, you successfully brought some sort of card details to Stripe, now payments with those details are failing. I have no idea if that's because the wrong data was brought to us, the cards weren't valid to begin with, the cards were valid when they were initially added but now aren't, the issuer is declining the transactions for some other reason, or something else.
This is pretty far from what we're able to assist with in this forum, where we focus on helping developers who are building a Stripe integration understand and work with our API/SDKs.
shut wave
so to get to the bottom of this, we need to get in touch with issuer, to get the logs and see in details what happening?
shut wave
This is pretty far from what we're able to assist with in this forum, where we f...
this makes sense 100%
eager tide
Probably, but if you're seeing this across a wide range of issuers, then that likely points to something going wonky with the migration
(I would guess, but again, I don't really know these flows)
shut wave
and I apologise for this. but we are kind of desparate as we were supposed to go live two weeks ago and are blocked from this. the support has not been very responsive tbh.
I appreciate your support this morning, thanks a lot
eager tide
No worries! I do hope my suggestions of where to go next help you out