lazy1382-connect | Stripe Developers | Page 1

elder pumice Mar 16, 2022, 4:37 PM

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I do see that the account acct_1JkH0fBuE1WjGfxy was previously connected to a platform, but isn't anymore - do you have a screenshot of the error message you see when trying to finish the authorization?

ornate thicket Mar 16, 2022, 4:42 PM

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elder pumice Mar 16, 2022, 4:45 PM

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Is this a recent screenshot? I can see on my end they were detached from the other platform on February 21st, so it may be that this screenshot is from when they were still conencted to the original platform?

ornate thicket Mar 16, 2022, 4:46 PM

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we had a call 20 minutes ago the client was seeing the uneligible screenshot like the one attached above

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we also checked that in authorized applications there was no applications to deauthorize

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the client also has sent a ticket after 21st of February if you can check the tickets of that specific account

elder pumice Mar 16, 2022, 4:53 PM

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Let me try and find that ticket!

ornate thicket Mar 16, 2022, 5:17 PM

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hey karbi 30 minutes have passed since you started searching the ticket. Any news?

elder pumice Mar 16, 2022, 5:21 PM

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Sorry I didn't send the update - I found the ticket, I'm just trying to get a sense of why this is happening

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I do think this is a bug on our end - let me get the ticket route to the correct folks so we can do a deeper dive in to the bug

ornate thicket Mar 16, 2022, 5:30 PM

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ok

elder pumice Mar 16, 2022, 5:37 PM

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There's just the one ticket/email from the connected account user, correct? (just want to make sure I'm not missing other tickets)

ornate thicket Mar 16, 2022, 5:40 PM

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there is one from the client from the account acct_1JkH0fBuE1WjGfxy

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and one from our account acct_1GkwzZBec8aXY1G3

elder pumice Mar 16, 2022, 5:50 PM

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thank you! I see more context in the ticket you have with acct_1GkwzZBec8aXY1G3 as well - I'll make sure whoever follows up has all the necessary context, and someone should get back to you soon.

ornate thicket Mar 16, 2022, 5:52 PM

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thank you very much please flag this specific ticket as super urgent because we face very slow responses lateley. I have one more ticket opened since 11th of March and we have received no response yet.

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Thank you for your help! Have a nice day!

#lazy1382-connect