huncsuga_unexpected

[gritty wyvern]

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[keen vale]

hey there 👋 happy to help - just a few clarifying questions

-could you tell me a little more about your integration's setup?
-for example, do you use Checkout Sessions or PaymentIntents?
-do you use Elements on the front-end? if so, do you init the Element using a client_secret?
-when you say the payment fails on the frontend, what specifically happens? is there an error on screen or in the console?

[golden crypt]

We are using a redirect-based integration (Stripe Checkout Sessions), so the customer is redirected to Stripe’s hosted payment page.

Unfortunately, we don’t have detailed frontend error information. What we know is:

The customer attempted the payment 3 times
All attempts failed on their side
After redirection, they were not able to complete the payment

Also, there is no record in the Stripe Dashboard (no Checkout Session / PaymentIntent), which is why this is confusing for us.

[keen vale]

ok that's promising! if the error happened within the Stripe Checkout page, then there should definitely be a Checkout Session ID which we can inspect cs_live_12345

it's a bit tricky to investigate this without any logs or specific details on the failure/error though - do you have a screenshot of the error or anything like that?

[golden crypt]

Yes, I do have a Checkout Session ID that we stored internally.

However, that’s unfortunately the only information we have — we don’t have any screenshots or exact error messages from the customer.

[keen vale]

could you share the Checkout Session ID so I can look it up in our logs?

[golden crypt]

cs_live_a1q3VGcauUIoMKK8anoLK9sMH4KJ5h4j6zOdePFYAGbMIee8STCYTbq2aA

[keen vale]

ok I'm also not seeing any error logs, but let me check in a bit more depth (this will take a few minutes)

[golden crypt]

Alright, thank you! I appreciate it — I’ll wait for your response.

[keen vale]

thanks for your patience! after searching through our logs in detail, I can confirm that there are no errors showing on our side either for this session

I see some successful initialisation calls, meaning that the session was successfully opened and loaded, but there are no attempts to pay or confirm the session

this suggests that the customer may have seen an unrelated, non-Stripe error in their browser which prevented them from continuing with the payment

sorry I can't provide more certainty about this! if the issue is persistently happening for customers, then we'd be able to investigate further with a screenshot/recording of the front-end error

but if this was just a once-off issue that can't be replicated, then I'm afraid we're not really able to shed much light on what might have happened here :/