#tristan_api
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frosty sand
Hi there, Can you tell me what Stripe payment interface are you using? Is it PaymentElement or Checkout Sessions? Also do you see any errors from your frontent or backend integration
I clicked the "Upgrade" button on your website and nothing happened. can I suggest you work with your enginer to fix this problem first?
fresh nest
Hey Jack! Wow, thanks for the quick response, was not expecting that.
It's a payment element I believe.
re: your screenshot, believe it or not that's intentional. you're at the part of onboarding where your trial hasnt event started yet, so we dont allow people to subscribe (though really we should hide that upgrade button... well noted!)
if you click through that skip button on that page, add 3 books, and hit next, you'll be onboarded and able to hit the upgrade page!
most notably, that button has always been disabled, but we've only seen the big drop in the past few days.
frosty sand
I was redirected to this page after clicking the skip button
fresh nest
😱😱😱😱
Now that is not normal
Does a refresh resolve it?
I, of course, don't get this, and went through this exact flow like 10 minutes before reaching out to you.
Just went through that page again and don't see that. You don't have an adblocker or something?
frosty sand
No, I don't see ad blocker
let me refresh
Ok, I'm able to reach the subscription page
fresh nest
Ok sorry back to this question:
Hi there, Can you tell me what Stripe payment interface are you using? Is it PaymentElement or Checkout Sessions? Also do you see any errors from your frontent or backend integration
We're actually using the Stripe Card Element (the older integration pattern).. this page was built quite a few years ago
no errors in the frontend console, backend everything is perfect
frosty sand
Yes I saw the card element
I believe your Stripe integration is in place, but it's really quite hard find the subscription button based on my personal experience
Also the first page loading wasn't successful, perhpas you want to work with your hosting provider to ensure that all resources are accessible?
fresh nest
you hit the upgrade page and it didnt load properly?
this is what it's supposed to look like. usually actually converts very very well, which is why we havent touched this page in so many years 😛
frosty sand
The upgrade page loaded successfully, so far the "quck" page wasn't loaded in the first time and I needed to freshe it
fresh nest
Ah ok yes, thanks. Will definitely be looking into that, have not heard of it before.
frosty sand
No problem!
fresh nest
I assume you guys use a vpn when trying products like this? Wonder if that was the cause.
Also just wondering if you have any other guidance on the stripe stuff?
I know we're on the unversioned v3 stripe js script, which is evergreen and might have changes pushed to it at any time. I'm wondering if a new version came out that caused an issue with our integration, especially given how old it is
frosty sand
No I'm not using VPN,
What do you mean by "unversioned v3 stripe js script" ?
We will continue to support Stripe.js v3 https://docs.stripe.com/sdks/stripejs-versioning#support-for-stripe.js-v3
fresh nest
ah ok
I know you support it, I just mean by nature of it being "evergreen" you guys can push up change at any time right?
compared to eg the acacia versioned builds and such
frosty sand
Yes, Stripe can update Stripe.js from time to time.
btw have you checked you analytics and see at which step your customers stop proceeding?
fresh nest
Unfortunately we don't have more telemetry than "user hits upgrade page" -> "user subscribed"
... would definitely be useful to track like what buttons they hit, if they entered information into the stripe form, etc
frosty sand
Yes. I'll strongly suggest you to add more metrics tracking on your page to help you understand what stops them from subscribing.
fresh nest
on it