#dgerstenmier-connect-onboarding

1 messages · Page 1 of 1 (latest)

dim glacier
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Hi 👋 this doesn't sound expected. Can you provide clarity around exactly what part of the process you're at when things seem to stop working?

stoic basin
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Toby - I also work with David. We are working with our customer - the user is trying to onboard as a new user, has some low connectivity issues, but has been getting through the app. When he clicks on the Stripe Connect button to be re-directed to create a Stripe account it white screens/fails. We need to know what the connectivity threshold is AND if the user is able to get connection and starts to fill the information in then has a low connectivity issue (again) will the information previously entered be lost - or is dependent if the user made it to the "next" screen. Thank you!

dim glacier
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Thank you for that clarification. I'll need to do some digging on those points.

stoic basin
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Thank you for the follow up! I look forward to hearing back from you.

dim glacier
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Can you tell us anything more about what happens when the white screen is encoutnered? Are resources still being retrieved loaded, or are you hitting timeout errors?

stoic basin
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The information we have been provided is that the screen goes white. The attempt to create the account has been on two different iPhones. They are getting "our" low connectivity messages within the app prior to getting to the Stripe Connected portion, so we know that there is some connectivity issues as we have iOS set up at 6kbps/3 seconds for the app. Sorry that we don't have more information. Our client really would like to know what Stripes threshold is to re-direct successfully + the inforamtion on whether the information will be lost.

dim glacier
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Gotcha. It's difficult because we don't really have connectivity thresholds, and from the provided info it's hard to tell if the page is actually failing to load or just taking a really long time to do so.

For the latter part of the scenario, I've been told that the provided information is saved every time the flow progress to the next screen.

stoic basin
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OK, so as long as they get to the next screen it saves. Thank you for the help. I am going to leave this thread open just in case the client is able to get more information.

dim glacier
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👍 sounds good. I'll keep it open unti the end of my shift (about 30 minutes).