#japseyz_api
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halcyon saddle
Hey
This started on March 9th, where we started seeing that not a single Alipay payment would go through anymore.
Before that, we had 5000+ payments succeeded
And 4 days ago they gave us objectively false information:
ionic mason
Hello, this channel can only help with coding questions but I'm happy to take a look at this from a coding perspective. Can you tell me what specific error or other issue is preventing these payments?
halcyon saddle
It has been incredibly frustrating to wait for so long, with no resolution
We get no errors. The users are successfully sent to Stripe, but then unable to complete the payment. It seems to have been a change happening on your end on march 6th or 7th
This is how it looks in Stripe. The user is not able to take the required action, but it is in your end, there's nothing we can do on our end.
It used to work great, and we had almost 6k successful Alipay payments, and then on march 7th, something changed
Nothing has changed in our Stripe class since 29/12 2025
ionic mason
Gotcha, and have you gotten any detail from your end customers on what this issue looks like that prevents the actual payment from happening? I see with that session the payment was initiated but the customer needed to take some action to complete it
And have you tried to make this same payment in test mode to see if it fails the same way?
halcyon saddle
I have not tried in Test mode, as it used to work just fine and then something changed that wasn't on our end
ionic mason
Right, I'm just trying to find diagnostic information that may be helpful for solving this
halcyon saddle
Let me do a quick search on our Intercom, as we have had customers write in, but a while ago we turned off the option for them to chose alipay, as not a single customer could complete the order
after the 7th of march, not a single successful Alipay payment went through until we turned off the option on the 26th of march, because we got tired of waiting for Stripe Support
ionic mason
Thank you. I understand the frustration, I'm just trying to tackle this how I can. For what it is worth it does look like that case is escalated to the correct team to look in to this kind of issue. The thing is I am not sure how much they can see about what is preventing these payments purely from the logs so collecting more info here will be helpful any which way.
halcyon saddle
It has taken a month to be escalated to the right team then. We raised the issue on march 9th that no Alipay payments were going through anymore
Here is also one where the customer wrote to us on march 9th, saying he couldn't pay via Alipay, and went back and completed it WeChat Pay:
https://dashboard.stripe.com/acct_1K1FQxL4iDlHB8X7/payments/pi_3T92rJL4iDlHB8X71vnubiAE
Wait, I get this, when looking at a request. But we have an EUR bank account.
We also have SEK, USD, CHF, JPY + more. So it really shouldn't fail
ionic mason
Great catch and yep I do see all of those set up on your account. I'm seeing what I can see about that error. I would reccommend sending a message in your support case that highlights that event ID evt_123 and the full error message there. That is definitely info that will be helpful for everyone looking in to this on that side
halcyon saddle
I am thinking they have seen that, because they sent me this:
But that just doesn't make sense
For the reasons highlighted in my response, and for the fact that it worked for months up until March 7th.
And before march 7th, we created them in CNY without issues:
ionic mason
Yep, sorry if it sounded like I didn't get that. You've made it crystal clear both that this was working as is and then suddenly stopped after march 7. There is no ambiguity for me on either of those facts.
halcyon saddle
Okay, I'll respond to the support ticket again, but i have very little faith that anything is actually happening
ionic mason
Thank you, I do think that is the best path forward. I'm not finding reports of similar issues or a way to address this from my side. Sorry for how bad the experience has been so far and best of luck getting this resolved.
halcyon saddle
It is really disappointing that there's no better way forward. It is giving both us and our customers a really bad experience
I have sent it to the support chain now, but in ~7 hours it has officially been a full month since our customers were able to use Alipay, and honestly, that's just not good enough.
I mean no bad words about you, not the support people, just that Stripe has gotten so big that problems fall through the cracks
Well, thank you for your help. I hope this get's resolved quickly. We have also initiated talks with alternate providers, to move it over there, as it really frightens me that something can just break for a month with no fix.
ionic mason
I am sorry this experience has been so bad both in impact and in trying to fix it. Best of luck going forward.