#matthewwoodruff_unexpected

1 messages · Page 1 of 1 (latest)

wooden sluiceBOT
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barren musk
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Also I cannot make api calls on their behalf

can you zoom in on this? What happens? Do you have an example failed request? Ideally an id like req_abc123

shy laurel
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I don't have a request id the response I'm seeing is

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{
"error": {
"code": "account_invalid",
"doc_url": "https://stripe.com/docs/error-codes/account-invalid",
"message": "The provided key 'rk_live_*********************************************************************************************8f17Q0' does not have access to account 'acct_1CTbIsBmBV2o9vP5' (or that account does not exist). Application access may have been revoked.",
"type": "invalid_request_error"
}
}

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but this account has installed my app

barren musk
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The request id is in the Stripe headers on the response - are you sure you don't have it? What is the account id that you're developing the app from?

shy laurel
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I'm using the stripe cli to make the request, is it possible to see the headers?

barren musk
wooden sluiceBOT
shy laurel
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the logs aren't showing, I guess because the request isn't authenticated

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these are the response headers from curl

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slender lance
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Hi there,
I am taking over for my colleague who had to step away. Trying to catch up here but I am a bit confused. Is account acct_1CTbIsBmBV2o9vP5 your account or the account that installed your app?

shy laurel
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its the account that has installed my app

slender lance
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And you are wondering why that account is not showing as a connected account in your dashboard?

shy laurel
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yes

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even though they've installed the app

slender lance
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I am not a Stripe Apps expert but my understanding is that accounts that have installed your app do not show as connected accounts by default, since Stripe Apps and Stripe Connect are two flows that can be combined but are separate by default. Which means accounts that have installed your app should not appear in your Connected Account Dashboard by default.

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But I am still doing some research....

shy laurel
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The customer appears to be an outlier for us. All other customers appear in connected accounts and we can search for them using the global search. But for this one customer it doesn't seem to be working and we can't see why

slender lance
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Do you have your account ID for me?

shy laurel
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acct_1OoS55CQ1iuuTDTf

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actually I see 280 app installs for live mode but only 274 are showing up in connected accounts so maybe theres something I'm missing?

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essentially our customer acct_1CTbIsBmBV2o9vP5 is trying to install our app and has gone through our setup flow but we're not able to make api requests on their behalf and we can't figure out what needs to change

slender lance
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Got it. Bear with me while I do some more research

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I can't find any logs around your account and the account acct_1CTbIsBmBV2o9vP5 which leads me to the assumption that the Connect connection has been revoked or hs never been established, meaning your account is either deauthorized or has never been authorized in the first place. That would explain why it doesn't show (anymore) in the connect dashboard.

shy laurel
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I see they have installed the app though

image.png
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this is the confusing part

slender lance
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That might be because the Stripe Apps connection is separate from the Connect connection.
I am still investigating. Currenlty trying to find the error message you shared in our system by finding all incoming request made by the restricted key from the error message.

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What endpoint were you calling when this error message appeared?

shy laurel
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I just tried to list the invoices which the app should have permission to do

slender lance
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Ok, I found the request but the information I have are pretty limited so far. Still looking...

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Ok I read through a ton of internal logs and they all confirm that there was no valid connect connection between your account the account acct_1CTbIsBmBV2o9vP5. I haven't found any evidence (yet) that it was revoked, so it's most likely the other account that never established an OAuth connection to your platform

shy laurel
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If it was revoked manually on the connected accounts page via this button could that have affected it?

image.png
slender lance
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That might be a reason

shy laurel
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It's possible someone from our side did that. But I'm also wondering how our customer can reconnect. They shared a video going through the connection flow that all our customers use and all looked successful until they returned to our platform

slender lance
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Can you share this video?

shy laurel
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sure, is this thread public or private?

wooden sluiceBOT
pearl zenith
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This thread is public, can open my DMs to get the video if you don't feel comfortable shering here

shy laurel
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sent as a dm

pearl zenith
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Thank you, taking a look

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Looking in to the logs around your two accounts. I do see an error in the bottom right of the screen towards the end that says "Failed to connect stripe app: Error: The request could not be processed." do you know what the underlying error for that is? Like did Stripe return a specific error to you that triggers that?

shy laurel
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yeah at that point we're trying to make an api call to do post setup actions but the request is unauthorized

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I imagine for the same reason it doesn't show up in connected accounts

pearl zenith
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I am working with a colleague to look deeper on this. Can you try to make a request on that account with your secret key? I expect it will fail the same way, but if these calls work with your secret key, it is possible that this is an issue with your restricted key's permissions.

shy laurel
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I just made one again with the account acct_1CTbIsBmBV2o9vP5 which failed then I tried with a connected account acct_1T0Px0S1q2XFDOPx which succeeded with request req_lBNtlHMCSd1Fck

pearl zenith
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And I assume calls in general work for acct_1OoS55CQ1iuuTDTf?

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Like if you use the restricted key that does work?

wooden sluiceBOT
pearl zenith
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I have talked this over with a colleague and we think the best way forward would be to turn this into a ticket and I can escalate this to a team that is better equipped to look at the logs for these installs.

wooden sluiceBOT
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Hello @shy laurel, we have sent you a direct message, please check it at https://discord.com/channels/@me/1443326317516030102

  • 🔗The message has instructions on how to open a direct support case with our Developer Support team, in order to help you more effectively.
pearl zenith
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Can you tell me when you've completed the above? I can grab and escalate from there

shy laurel
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I just made a successful request for our account acct_1OoS55CQ1iuuTDTf with request id req_i0iU9JP0hHQvRZ

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is there anything I could do in the meantime to get around the problem? The customer is wanting to connect so they can see their stripe data in our platform

pearl zenith
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Checking, a colleague found some potential suggestions, reading through them now.

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If your customer can see your app installed in their App settings page, they can try uninstalling your app and then going through your install process again.

arctic karma
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@shy laurel let us know if you're around and saw ^^

shy laurel
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yes, we will try to get our customer to do these steps. Should I also open a support case?