#than-jack_error
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radiant holly
Hi @royal cosmos, this user phone is iPhone 13 mini
royal cosmos
I was just making sure that phone itself is compatible with TTPi
the error you're seeing ConnectionTokenProviderTimedOut means that the app is unable to reach your backend API to get the connection token within 60seconds
this is not a Stripe-side related issue
radiant holly
Thank you for your confirmation
royal cosmos
the most common root cause is a network problem on your user's side
if the user's device has poor network connectivity, or your server is experiencing latency, the fetch() call inside your tokenProvider may hang or take too long
are you seeing this happening with other users using the same version of your app?
radiant holly
This is the only user encountered this error. When I check the logging system, other users using iOS 26.4 can do the payment without any issue
royal cosmos
not the iOS version, your app version
radiant holly
Yes, they are running the latest version of my app. So you are right, it may related to the connectivity issue of this specific user.
royal cosmos
can you ask them to try to dns lookup/ping your backend API to see whether they can reach it?
radiant holly
Sure, I will reach out this user to gather more information