#rohail-kamran_unexpected

1 messages · Page 1 of 1 (latest)

arctic etherBOT
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iron slate
charred sandal
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hi there 👋 this is just happening for one specific user, right? could you share a screenshot/screen recording of what they experience?

iron slate
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btw here is the code that I am using:

        const account = await stripe.accounts.create({
            country: 'US',
            email: req.decoded.basicInformation.email,
            controller: {
                fees: {
                    payer: 'application',
                },
                losses: {
                    payments: 'application',
                },
                stripe_dashboard: {
                    type: 'express',
                },
            },
        });

        const accountLink = await stripe.accountLinks.create({
            account: account.id,
            refresh_url: 'https://huupe-mobile-black.vercel.app/onboarding-failed',
            return_url: 'https://huupe-mobile-black.vercel.app/onboarding-successful',
            type: 'account_onboarding',
        });
iron slate
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we don't have a screen recording and as we have a lot of middlemen in the conversation, it will be hard to arrange a screen recording in time

charred sandal
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ok understood - it's a bit tricky to debug in that case, since it seems like
(a) there is no issue with creating the onboarding link
(b) the issue is a front-end error when the user tries to open the link in their browser

this could be caused by quite a few different things, but since this is limited to one user, it's likely that the issue is related to their device/browser

have they completed basic browser/device troubleshooting? (i.e. clearing cache/cookies, ensuring latest browser version, trying a different device/browser)

iron slate
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hmmm I am not sure...

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Can we not check the status / issue / history or something for these links to be sure if the issue is on their end or ours?

charred sandal
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is it possible for you to share the request IDs (req_xxx) for the API requests that created those Account Links?

iron slate
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hmmmm..... I am not storing them anywhere.... is there a way to check this from stripe dashboard?

charred sandal
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no worries! I was able to track the request down in our system

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I'm investigating our logs now

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yeah from our side there's no record of any attempt to complete these Account Links, I'm afraid - I can just see that they were created and then no further action was taken

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this does point to a client-side issue on the user's side (since our system would only receive further logs if the page was successfully opened and data was submitted)

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I'd recommend the following:
-Ask the user to try again using a different browser/device
-If the issue persists, ask them to share a screen recording and check for any errors in the browser console

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depending on the outcome, we can investigate in more depth using the screen recording and browser errors

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having said that, this does seem like a browser/device compatibility issue - since it's happening consistently, but only for one user

iron slate
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Thank you so much for this added clarity Gio! I will do some more testing on my end and then let them know about this

charred sandal
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happy to help! we're here if you need to follow up

iron slate
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Is there anything else I need to know to tell them?

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Thank you!