#joao-eduardo_best-practices

1 messages Ā· Page 1 of 1 (latest)

arctic stirrupBOT
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lavish cloud
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Do you have an example of a PaymentIntent ?

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What type of card was used ?

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There is some restriction on the card brand that could be accepted with tap to pay

distant lotus
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Do you want an example of a payment intent that succeeded, or one that was incomplete?

lavish cloud
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The one that was incomplete/failed

distant lotus
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ok give me a sec

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pi_3S9G5jFnn9huPxuk0bjcBr9H

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And regarding cardsā€¦ they called saying ā€˜ahh, Chase Bank isnā€™t working,ā€™ now Citi Bank isnā€™t eitherā€¦ But the networks are usually Visa/Mastercard. Then they say that Apple Pay works perfectly.

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And Iā€™m kind of in the dark because I also saw several authorizations from these banks as well.

lavish cloud
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Is there an error or logs captured during the tapping ?

lavish cloud
distant lotus
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No. They said they donā€™t see any error at all, it just doesnā€™t read. and I can't see any error message on our side.

lavish cloud
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OK but we need more details here to better assists

distant lotus
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I asked them to check the card to see if it has the contactless symbol, and it does.

lavish cloud
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We need the exact details of the card, bank issuer, network

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was it used for contacless before

lavish cloud
distant lotus
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The bank issuer is JP Morgan Chase Bank, the brand is Visa, and I donā€™t know the last piece of information. Itā€™s complicated because they are using it for concessions, and thereā€™s a line of several people trying to buy, with three cashiers at once

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But is this 8.9% incomplete rate reasonable? Because I thought it was high and kept wondering if it could be some problem with the way I integrated or with the SDK.

lavish cloud
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We don't know much about declines or auth rates here.

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This channel is mostly for technical integration questions

distant lotus
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I see.

lavish cloud
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If you gathered more details about the exact reproduction steps

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That would be help assisting you I think

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Sorry about this but so far nothing suspecious in your integration

distant lotus
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Ah, np, itā€™s fine. Would a video help? Because the situation is a bit complicated: I live in Brazil, and they are using the app in the US. If it were up to me, Iā€™d go there to get more details.

sinful parcel
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Hi there, taking over for @lavish cloud as they had to step away

distant lotus
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Hello!

sinful parcel
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A video might be helpful, but what would be most helpful are specific error logs on your end, as the payment intent that you shared didn't show any errors on our side

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The error rates could be for a single merchant testing a card, it could be one specific type of card, etc. Without more information we won't be able to provide much help troubleshooting the issue

distant lotus
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Soā€¦ the tricky part is that thereā€™s no error on our side. The customer says the screen shows up, but when they tap the card nothing happens. Like, no error at all, you know?

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But the data I sent was from a single customer, the only merchant using it that day. And he said that most of the cards were from Chase Bank as the issuer.

sinful parcel
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Are you saying the 9% payments ending as incomplete was from the single customer? If not it would be helpful to gather more data of other incomplete payments to investigate

distant lotus
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yea, it's just a single customer. :/

sinful parcel
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You mentioned that 251 transactions succeeded, do you know how many of those are physical card transactions?

distant lotus
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Hmmm, I donā€™t know. Does Stripe store anything that indicates if it was a physical card? But if it helps, the customer said that all wallet transactions went through without problems ā€” the issue is only with physical cards.ā€

sinful parcel
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What I'm trying to determine is if other people had issues with their physical cards. If it's coming from one user, it's entirely possible that they had faulty cards which means nothing is wrong with the integration or hardware. Again, hard to tell without more specific information.

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For more context, are you using iOS or Android?

distant lotus
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iOS

distant lotus
sinful parcel
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Got it. I'm going to do some more investigation with the limited information here, will get back to you

distant lotus
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Alright. Thanks a lot for helping me with this! Should I wait in this thread?

sinful parcel
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Yes, I'll keep it open while investigating

distant lotus
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cool, thx

sinful parcel
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Did some investigating but didn't come with anything concrete. In order to proceed, you'll need to capture device logs when a card is failing:
https://developer.apple.com/documentation/xcode/acquiring-crash-reports-and-diagnostic-logs#Access-device-console-logs

Since this will take some time, I will have a bot send you a DM to open a case with us (this Discord thread will be linked to the case). Then you can collect those logs and if nothing is obviously wrong, we can examine them and go from there

arctic stirrupBOT
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Hello @distant lotus, we have sent you a direct message, please check it at https://discord.com/channels/@me/1420407333561045056

  • šŸ”—The message has instructions on how to open a direct support case with our Developer Support team, in order to help you more effectively.