#samina_unexpected

1 messages · Page 1 of 1 (latest)

fickle gulchBOT
#

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dim anvil
#

Event data after completing a verification in live mode
{
"id": "vs_1SrRPjP4cwb97G115D9AbRZE",
"object": "identity.verification_session",
"livemode": true,
"status": "requires_input",
"client_reference_id": null,
"client_secret": "vs_1SrRPjP4cwb97G115D9AbRZE_secret_live_YWNjdF8xUFJmV0xQNGN3Yjk3RzExLF9UcDVhUERFVWZOcUdOcGs2eU9xaHpCRWRUWjlsOG5N01008uQSbNez",
"created": 1768863555,
"last_error": null,
"last_verification_report": null,
"metadata": {
"businessId": "26c62658-2bf5-4ce2-9962-20e76b691440",
"connectedAccountId": "acct_1RgnwbP4DnqQmcoz",
"personId": "person_1RgnwcP4DnqQmcozMv3N3Nf6",
"purpose": "transaction_limit_upgrade",
"userId": "ecfd3538-8081-7012-ebe4-9d301046266c::ecfd3538-8081-7012-ebe4-9d301046266c"
},
"options": {
"document": {
"require_live_capture": true,
"require_matching_selfie": true
},
"matching": {
"dob": "similar",
"name": "similar"
}
},
"redaction": null,
"related_customer": null,
"related_customer_account": null,
"related_person": {
"account": "acct_1RgnwbP4DnqQmcoz",
"person": "person_1RgnwcP4DnqQmcozMv3N3Nf6"
},
"type": "document",
"url": "https://verify.stripe.com/start/live_YWNjdF8xUFJmV0xQNGN3Yjk3RzExLF9UcDVhUERFVWZOcUdOcGs2eU9xaHpCRWRUWjlsOG5N01008uQSbNez"
}

Identity Verification | Stripe

Stripe helps you securely verify your identity online

cobalt walrus
#

Hey there, I see that information has been provided for this session, but that it does still require action

dim anvil
#

yes, so we completed the entire flow by uploading the driving license and selfie and then pressed 'complete' everything seemed normal but it still requires input

cobalt walrus
#

Is this an exception, or something you're seeing consistently/able to reproduce?

dim anvil
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able to reproduce on live mode only when we are in testmode and simulate a success or failure it works

#

however, the 'preview user experience' does not work and shows requires input

#

in test mode

cobalt walrus
#

Was this working like you expected previously, or is this the first time you're trying to go live and seeing this?

dim anvil
#

yeah it was working just fine, nothing changed in our implementation, we started getting reports of this since friday

#

did anything change from Stripe's side or have you had others reporting the same

cobalt walrus
#

Not aware of any changes related to this

#

and I am seeing sessions continue to be verified for you, for example:
vs_1Sqz47P4cwb97G11ASJAy0IH

dim anvil
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the identity verifications done through the Web app are working but the ones done on mobile ios and android keeps saying requires input even after completing

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The event data shared above was done through mobile and even after completing all the steps such as uploading the documents, and selfie it was saying 'requires input'

cobalt walrus
#

Gotcha, and there were no mobile app changes/updates on that timeline?

dim anvil
#

we pushed updates for other features but not related to identity verification

fickle gulchBOT
mystic lynx
#

As per our current testing in web we observed these in the stripe event log,

  • Verification session created and used preview experience flow used: session created -> session processing -> session requires input

  • Created and used dropdown: session created -> 2 files submitted -> session processing -> session requires input

But in mobile if we preview the flow the verification session gets created but it never moves to processing, same happened in live mode. We had not tested the preview flow in mobile before so we don't know if thats expected or not.

#

The verification worked in live mode when we did the first implementation and in git diff between the first implementation and the latest commit we can see no changes in how we create the verification session or how we show it and no changes to stripe api version, stripe node js sdk for backend version, stripe identity and stripe react native package versions in the mobile app and the underlying native dependencies in IOS as per the Podfile.lock.

austere basin
#

hi there, can you describe more about what you mean by the preview flow? what steps are you taking to do this?

dim anvil
#

it is the preview user experience button we get on test mode

mystic lynx
# 
{
    "@stripe/stripe-identity-react-native": "^0.4.1",
    "@stripe/stripe-react-native": "0.57.0",
    "@stripe/stripe-terminal-react-native": "^0.0.1-beta.28",
}

This is the mobile package versions

#

Stripe api version is 2025-08-27.basil

mystic lynx
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we tried expo install --fix and that downgraded @stripe/stripe-react-native to 0.45.0 but that also did not solve the issue

#

We actually get this error in preview user experience after taking front, back photo of driving licence and the selfie. Which is the same error we get in android in live mode, So this indicates that preview user experience actually is supposed to work

Screenshot_2026-01-20-21-41-25-697_com.cpos.taptopay.jpg
dim anvil
#

This error screen is only showing in Android
For iOS, however, we do not see this error screen. It just takes in all input such as driving license and selfie, and then closes the modal upon clicking 'complete' however, no submission happens as the state remains as 'requires input'

dim anvil
#

this is affecting a lot of our customers in prod, so we really need some urgent help here 👀

austere basin
#

still looking into this

dim anvil
#

thank you

austere basin
#

just updating that we're still investigating internally and will update when we have findings

cobalt walrus
#

Just to share a bit more, there does not appear to be a significant change in the number of sessions you're seeing verified, though the baseline is in single digits per day so its difficult to read too much into that overall

dim anvil
#

yes, but we still need to push out a solution to this so that users who do try to verify their identity in app are able to do so. We need your help in this, were you able to identify any issues on your end coming from the SDK?

mystic lynx
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We think the issue is that the stripe identity sdk is not submitting anything to stripe after taking the photos

#

We also tried to get android logs using adb logcat -v verbose but did not see any error message related to stripe, I think we can share the logfile with you, we grabbed it to a file

fickle gulchBOT
cobalt walrus
#

That's not the case, as far as i can tell. I can see the files (doc front, doc back, face) uploaded to the verification session you shared earlier

dim anvil
#

But the status was still saying 'requires input' even after we uploaded all the files

mystic lynx
#

but it goes through processing before that

cobalt walrus
#

Yes, i see that, and we're still looking

cobalt walrus
mystic lynx
#

In events

cobalt walrus
#

Can you share an example event ID?

mystic lynx
#

Yesterday the ones we tried in preview user experience did not move to processing state, they were in sandbox and I'm trying to get them

cobalt walrus
#

Does the same happen in the live mode cases, or is this a test only sequence?

dim anvil
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live mode too

#

for example this is live mode

{
"id": "vs_1SrRPjP4cwb97G115D9AbRZE",
"object": "identity.verification_session",
"livemode": true,
"status": "requires_input",
"client_reference_id": null,
"client_secret": "vs_1SrRPjP4cwb97G115D9AbRZE_secret_live_YWNjdF8xUFJmV0xQNGN3Yjk3RzExLF9UcDVhUERFVWZOcUdOcGs2eU9xaHpCRWRUWjlsOG5N01008uQSbNez",
"created": 1768863555,
"last_error": null,
"last_verification_report": null,
"metadata": {
"businessId": "26c62658-2bf5-4ce2-9962-20e76b691440",
"connectedAccountId": "acct_1RgnwbP4DnqQmcoz",
"personId": "person_1RgnwcP4DnqQmcozMv3N3Nf6",
"purpose": "transaction_limit_upgrade",
"userId": "ecfd3538-8081-7012-ebe4-9d301046266c::ecfd3538-8081-7012-ebe4-9d301046266c"
},
"options": {
"document": {
"require_live_capture": true,
"require_matching_selfie": true
},
"matching": {
"dob": "similar",
"name": "similar"
}
},
"redaction": null,
"related_customer": null,
"related_customer_account": null,
"related_person": {
"account": "acct_1RgnwbP4DnqQmcoz",
"person": "person_1RgnwcP4DnqQmcozMv3N3Nf6"
},
"type": "document",
"url": "https://verify.stripe.com/start/live_YWNjdF8xUFJmV0xQNGN3Yjk3RzExLF9UcDVhUERFVWZOcUdOcGs2eU9xaHpCRWRUWjlsOG5N01008uQSbNez"
}

for this when we inspect with workbench and go to events we can only see the session created

Identity Verification | Stripe

Stripe helps you securely verify your identity online

#

did not enter processing state

mystic lynx
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after I scan the license and provided the selfie

dim anvil
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yes, the same behaviour as in live mode where we uploaded license back and front and selfie, submitted but the event did not enter processing state

dim anvil
#

do we have any updates regarding this issue?

cobalt walrus
#

Still investigating -- right now, it seems like the issue is at the submit/complete step, but not sure why thats not wroking as expected

#

Do you have SDK/platform logs specifically around when completing the session(s)?

safe ravine
cobalt walrus
#

Is that from a test session or live session?

safe ravine
cobalt walrus
#

the logs include some errors that look like they're trying to access private network resources (your analytics?) unclear if related, just notable

safe ravine
#

Yeah, we noticed that as well, but based on the behaviour we’re seeing, we believe it is not related to the identity verification issues

fickle gulchBOT
dull crypt
#

Hi there! We're going to send you a DM with instructions on how to create a support case, so that we can keep you updated via email as we continue the investigation here.

fickle gulchBOT
#

Hello @dim anvil, we have sent you a direct message, please check it at https://discord.com/channels/@me/1463239118392656108

  • 🔗The message has instructions on how to open a direct support case with our Developer Support team, in order to help you more effectively.
dim anvil
#

thank you, we will create the support case. I need to update my team on this matter. Is this issue coming from the SDK or is there anything else we can do at the code level to resolve this?

cobalt walrus
#

We don't know yet, we're working directly with the Identity team to continue investigating and can follow up in the case

dim anvil
#

my manager created the support ticket:
ID for reference
em_i0bnohimhchwvplp702jrqlqib59av

shrewd plaza
#

We got the support ticket! @cobalt walrus are we good to close this thread?