#skammerens-datter_unexpected
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bronze quiver
Hi there, is your question about why your user was prompted with a login before onboarding?
eager steeple
Yes, I actually spoke with your colleague last week, who said it was deliberate and by design, if they were a Stripe accountholder already.
What I don't understand is, that we have a very integrated setup with Stripe Connect (express), our fresh (new, no previous customer relation) customer is being redirected to the account link and expected to fill in their details, so they can begin charging payments and such.
They do not think they have an account elsewhere, do not get an SMS or email for the 6-digit 2FA code, and do not understand why when they're creating an account with us for the first time (our Stripe Connect platform) they are treated as a recurring customer.
Neither do I.
They have tried so many differnent emails and it is the same. This might be in their end that they have a Stripe Connect account from a different software/app, but they are certain they don't. And also, why does that interfere with our platform's onboarding?
He has tried clicking "forgot" or "try different email" but to no avail.
We don't know what to do.
In my opinion, from the messaging they see, it is very sparse with information.
bronze quiver
I see, I remember talking to you previously about the same topic.
Ok, I just searched the mail that your user used for creating this connected account and I can see that the same email address is indeed used in another Stripe account, and that's why Stripe prompted for login before onboarding.
eager steeple
Okay, but since they do not receive a 2FA code, what can they do to continue their onboarding with us on Venjue (our Connect platform)?
In the Stripe Express "Welcome Back" page, they have tried clicking "use a different email" (rather than using the 2FA they insist they're not getting) using different emails like bogh******@rrgroup.dk, kont******@rrgroup.dk, ac******@rrgroup.dk and more adresses, but all give the same answer: welcome back.
What options do they have?
Also, is it possible for you to tell me, or them directly what other Connect Platform they have used, that is their other account holder? That would help them see it is on their end, and not an issue with Stripe.
wanton scrollBOT
left locust
Hey! Taking over for my colleague. Let me catch up.
eager steeple
Thank you
left locust
but since they do not receive a 2FA code, what can they do to continue their onboarding with us on Venjue (our Connect platform)?
What you mean by they don't receive a 2FA code ? Does the dashboard tells them you should get one and they don't ?
eager steeple
Yes, they are being prompted for a 6-digit code, but they aren't getting it... According to them.
left locust
Then I think they should reach out to Stripe Support via support.stripe.com and see what's happening with their account. Or use another email
using different emails like bogh**@rrgroup.dk, kont**@rrgroup.dk, ac**@rrgroup.dk and more adresses, but all give the same answer: welcome back.
This means there are existing Stripe account yeah for these emails too
I think the solution here to check the 2FA issue and unblock their existing accounts
eager steeple
But you are sure this is not an issue with our integration?
This is the account in question: acct_1TRCYgGqH7UUUwjU
Can you please check and verify that our integration has created them correctly, so that I know there is nothing to do on our end or Stripe's end?
Also, it is intentional, that they "login" eventhough this is a fresh account with our Connect platform? I assumed an existing email used for a different company/product would not interfere with their account with us.
left locust
This is the account in question: acct_1TRCYgGqH7UUUwjU
Yeah this seems good, you are creating an Express Connect account via API (req_zJrt9p8MZrunqZ)
And the email used, has already an account acct_1IvdylI5geo5qwLV
eager steeple
They initially began the onboarding (Which created the account via the API) and encountered this issue, so we reset them to create a new account, which then encountered the issue as well.
Does that still mean they have an account from a different platform from earlier, or only because of an account on Venjue's Stripe Connect platform?
left locust
They are using the same email for different accounts of different platforms (same if they have multiple account withing the same platform with the same email)
They simply need to connect to their existing account with email 2FA and then they can complete the onboarding of their new connect account with your platform (they can have and manage multiple Stripe accounts with the same email)
eager steeple
Thank you, that was a great answer.
Okay, so they should reach out to Stripe Support to have the issue resolved?
Could you tell me if the account in question will receive an email with the 2FA or an SMS?
left locust
Okay, so they should reach out to Stripe Support to have the issue resolved?
Correct
Could you tell me if the account in question will receive an email with the 2FA or an SMS?
It depends on how they set 2FA initially on their account. Sorry I can't tell you this here. They need to reach out via email.
eager steeple
Okay. I understand.
If they use a completely new email address (but the account link will still use acct_1TRCYgGqH7UUUwjU), will it work as expected without 2FA, or will them clicking "use a different email" still tie it to that aforementioned account? We don't want to give them bad advice
left locust
You need to create a new account with that new email then, and not an existing one
eager steeple
I have given them the information you have provided. THank you so much for your time.
I was just worried that we might have fucked up the integration on our end