#hetvidadia_error
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noble wadi
Hi there 👋 is your customer trying to connect their bank account via Financial Connections? Do you have a screenshot of the error? You can redact any sensitive information like the name or account number.
real orbit
As per the customer, this is what they see when trying to connect their bank
noble wadi
Do you know which bank they selected?
If you don’t mind, could you also share your account id so that I can take a closer look at how your integration works? You can find your account id by logging in to https://dashboard.stripe.com/settings/account . It'll have the prefix acct_
real orbit
No, I do not have that information. If that's required for further debugging, could you let me know what all details I should be getting from them?
noble wadi
Yes we would need to know the bank that your customer was trying to connect to further debug, we will also need your Stripe account ID as a start.
real orbit
Okay. Any other details I would need to get from the customer except the bank name?
noble wadi
It would be good if they have a screen recording of the actions they were taking that led up to the error. But if this is not easy to obtain, our team can check if there's any API errors as a result of the failed bank account connection first.
I also want to callout that this is a public channel. If you prefer communication and investigation to be private, you can reach out to Stripe Support where our team will work with you over email
real orbit
Sure, thank you for the help, Aure!
Also, could you just confirm whether this error/exception is from Stripe or something in our implementation? We use the stripe api elements itself for the setup
noble wadi
I would need your Stripe account ID and check the API logs in your Stripe account to confirm. It is not possible to tell from the screenshot alone
real orbit
Alright, thanks