#DavidHunterErie - Migration Issue
glacial crescent
Hi 🙂
mystic shell
Can you describe what you are attempting to do
glacial crescent
Yes. I am copying data from one Stripe account to another.
The first copy of customers was completed already, and yesterday I submitted new intake forms to finalize everything and perform the "delta" copy in order to avoid sync issues. We took our system offline while the delta request was made and it's been 24 hours with no response. I now have some upset customers and I am also unable to accept new customer registrations.
mystic shell
Unfortunately we cannot help with that here. We unblock developers with API issues here. You'll need to work with Support on this.
mystic shell
Sorry 🙁
true ember
@glacial crescent usually we strongly discouraged "turning off your systems for a delta copy" that's not really how most migrations work
glacial crescent
Well - just for adding new cards and taking new registrations.
true ember
usually you get new customers on the new account first + new cards and charge existing customers/cards in the old account. Once you're ready you ask for one copy, and then you switch everyone over with no loss
migrations can take multiple weeks to complete 😅
glacial crescent
What you described is exactly what we did.
true ember
so if you did there was no reason to go offline at all right?
glacial crescent
We asked for the copy and turned things off because we were under the assumption that it would not take 24 hours.
true ember
I mean if you turned things off it means you didn't do what I explained at least
and copies definitely can take multiple days or weeks depending on how many other migrations are ongoing
glacial crescent
We turned off new registrations - and adding new payments methods.
in order to avoid sync issues
true ember
I'm sorry, I understand that, I explained why we recommend to never do this
glacial crescent
So now - if I were to have this back on - my new registrants and updated cards would be on the old account.
true ember
usually you get new customers on the new account first + new cards and charge existing customers/cards in the old account. Once you're ready you ask for one copy, and then you switch everyone over with no loss
this was my recommendation
every new customer and card goes in the new account immediately. All existing cards and customers stay on the old account. For a few days/weeks/months you have that split, until you're ready for the copy, which happens async (and might take a long time) and once it's done, every single card is on the new account, since you copied all the old cards and already created new cards/customers on the new account
glacial crescent
Well - sure - but then I have to flag every account that happened between the first copy and the time when we asked for the delta.
true ember
No, if you had done what I described, there would only ever have been one copy too
true ember
I did use to do those customer copies myself, I ran thousands of those over the years so I do have a deep understanding of how this works overall
glacial crescent
From Stripe Sipport:
We can support up to one copy per source account, and up to one additional delta copy for any customers missed during a transition, to be performed by request after the first copy is complete (for the delta copy, a list of customer IDs to copy is required).
true ember
Right now it looks like the next step is to way for the delta copy to happen, but it will possibly take multiple days to complete unfortunately
glacial crescent
Right, and so in the meantime I can either:
- Keep registration open and allow new customers, cards and charge to exist on the new account but then flag the "X" number of customers/cards that were created during the transition and thus "missed", thereby creating a process of manually checking each one of the records (OR by shutting off those specific customers from making changes).
- Shut down new registrations and card adjustments until the delta is done.
and since the first round only took them literally 2 hours from the initial submission to resolution, we made the call to avoid the headaches and just keep it closed. But we never expected a super long wait time for the final delta.
true ember
that's fair, and it's possible they'll respond soon. I'd recommend contacting them again: https://support.stripe.com/contact
glacial crescent
Well - I came here because I have contacted them and just feel like a jerk opening more and more support threads. Those poor live chat people have no visibility into what the migration team's ETA looks like.
If we had a realistic ETA we could make the call on whether to just wait it out or go with headache # 1
true ember
Makes sense
glacial crescent
Any way you can get some insight for me? 🙂
true ember
That is not something we can look into unfortunately. At this point the only solution is to wait for our support team to escalate to the team owning migrations