#akakmmm_api

1 messages · Page 1 of 1 (latest)

wanton kilnBOT
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👋 Welcome to your new thread!

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dense warren
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I have a link express for a merchant that is not loading properly. I can access it using my account on their website. I suspect it might be an issue with the account. Could you please check if there are any missing configurations?

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I have asked you about this issue several times before, and I have also sent you emails. But none of those solutions worked. Now I have identified that it might be a problem with the account. As soon as I changed the account, it could load normally.

granite valve
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Could you explain what you meant by "link express"? Are you referring to Link as a payment method in the Express Checkout Element, or you're refering to create a Express connected account?

dense warren
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We are connecting in this way. There is a "Link Express" button on the customer's shopping cart.

granite valve
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Thanks for sharing! This will be the Link in Express Checkout Element. Can you share the websites that work and doesn't, so that I can compare the differences?

dense warren
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Could you please first check for me if there are any issues with the account configuration?

granite valve
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I don't have any prior context to which account are you referring to, what kind of account config will that be, the full issues that you're facing and the investigation steps that you've done with the Support. If you have an existing emails with the Support, I'd recommend following up on the same email with the newly added information (websites that work and doesn't), so that they have full context of the issues you're facing and checking the account config on that specific account.

dense warren
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We also communicated via Discord before. Could you directly give me your account and let me check it for you?

granite valve
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I understand your frustration. While we have chatted before, your case has been investigated by multiple people across different channels, and I don't have the full context or the current stage of the investigation on my end.

I'm also not entirely clear on what you mean by "the account" in this context. I don't have an account with you.

To clarify, the Discord threads in this channel are all transactional. None of us here have any prior context on your case. Do you have any existing email conversations with our Support team? If you do, I'd strongly recommend following up directly with them on the same email thread. They would have the full history of your case, including all prior investigation steps, and would be best positioned to check the relevant account configuration for you. Be sure to include the new details you've discovered, specifically that the issue resolves when switching accounts, as this is a very helpful clue that can guide their investigation.

If you don't have an existing email thread, or if you'd like us to investigate further here, please provide us with:

  • A summary of all the issues you've faced
  • The investigation steps that have already been done
  • Steps to reproduce the issue (e.g., the websites that work vs. the ones that don't)
dense warren
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What I mean is that I'll provide you with the Stripe account information. You can check for me to see if there's any configuration that hasn't been enabled, which is causing the "Link Express" button not to load.

granite valve
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Thanks for clarifying. You're welcome to share the Stripe account ID, and I can do a basic check to see whether Link has been enabled on the account.

However, I want to set the right expectations here. There are multiple factors that determine whether the Link button is shown in the Express Checkout Element. Account configuration is just one of them. Even if Link is enabled on the account, it may not appear due to other factors such as the integration setup, the customer's browser or device, or other eligibility criteria.

So while I'm happy to check the account-level configuration for you, if everything looks fine on that end, we would still need the additional details I mentioned earlier (steps to reproduce, websites that work vs. don't, etc.) to investigate further.

dense warren
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acct_1RqVkjHHbbGaylJU

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Yes, if I use the same account ID on the same website, it won't show up. But if I use another account ID, it will immediately appear.

granite valve
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I've checked the account, and Link is enabled. The account configuration looks fine from what I can see.

As mentioned earlier, there are other factors that could cause the Link button not to appear in the Express Checkout Element. To investigate further, I'd need some more details from you:

  • The websites where Link is not loading vs. the ones where it works
  • Steps to reproduce the issue
  • A summary of all the investigation steps that have been done so far

This will help me narrow down what might be causing the issue on your end.

dense warren
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Please wait a moment. I'll test it for you using our website. First, I'll set up an account ID that won't display properly.

granite valve
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The spinner just keeps loading. Is this expected?

image.png
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Let me check if I can find anything from this website

dense warren
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This loading is what we created. It is displayed during the process of loading the link express. Because it has been unable to load consistently, it has remained in the "loading" state.

granite valve
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Thanks for sharing! Upon investigating the logs on this website and validate against our internal ones, it is likely there is an internal config on this specific account, resulting in Link not showing in Express Checkout Element. Could you share the working account, so that I can cross check to confirm whether the similar config is present?

dense warren
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I have changed my account. Please reload this website.

granite valve
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Thanks! I can see Link now on acct_1OfDG6Glko4s4YUN. I can confirm Link not showing in the internal setting on acct_1RqVkjHHbbGaylJU.

I'll be sending you a link in DM shortly to write to us directly, so that we can check with the relevant team how this internal setting can be updated. Could you let me know once you complete filling up and submitting the form?

wanton kilnBOT
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Hello @dense warren, we have sent you a direct message, please check it at https://discord.com/channels/@me/1491260548015456378

  • 🔗The message has instructions on how to open a direct support case with our Developer Support team, in order to help you more effectively.
dense warren
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I'm here on behalf of our merchants to inquire. Is there any other way to handle this, or what exactly do they need to do?

granite valve
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Will you be able to have the merchant to write in with referencing to this Discord thread? If so, I can find the ticket and escalate to the right team

dense warren
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Could you please tell me the specific steps?

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Because I am unable to log in to the merchant's account here.

granite valve
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I have DM you the link to write in. You can simply share the link with them, which will lead them to write in to us directly with a form to fill up. Our conversation details should have been prefilled for them in that form.

wanton kilnBOT
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⛔️ Stripe developers have stepped away for a short while

Please leave your questions here, and we’ll respond as soon as we're back! If you need help urgently, you can contact Stripe support for help.

dense warren
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After logging in, where should I click?

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Is it handled here? I would like to ask how the subsequent reply will be sent.

wanton kilnBOT
deft sky
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Hi! Stepping in for my colleague. Give me a while to catch up.