#Daniel Andrews-bank-payment-methods
glossy ravine
Hi there 👋 Let me check in with the person that was working on that thread with you
@frozen hazel did you create a support thread to track the issue?
frozen hazel
Looks like we were directed to a changelog that does not include bug fixes
how would I go about creating a support thread?
glossy ravine
You can start an email chain here and mention that you were chatting with us in Discord: https://support.stripe.com/contact/email
Before you do that though, let me check to see if there is an update on the bug you mentioned
Alright, yeah. So there has been consistent movement on the bug report, but a resolution hasn't been reached yet.
Can you please create a support thread and mention that you talked to us on Discord? This will allow us to link your ticket and hopefully push harder for a fix.
frozen hazel
Created a support thread
Anything else I can do to push for this to be resolved more quickly?
We have about 30 connected accounts waiting on this
glossy ravine
Not beyond what you've already done. Do you have a thread number I can use to look it up really quick?
frozen hazel
Doesn't look like I have a support number
glossy ravine
I believe there will either be one in the subject line of the email you receive. If it's not there, just give me the subject line and I can try to look it up on my end
glossy ravine
Ah, okay. What's your account ID?
Sorry for the back-and-forth. We don't interface with frontline support very often.
frozen hazel
acct_1IF0PVC7t6MTuEUX
all good, happy to do whatever it takes to get this pushed over the finish line
glossy ravine
Alright, thanks for working with me here. I got the ticket added to the bug report and pushed for action from the product team.
glossy ravine
Not so far, but feel free to mention snufkin and two-shoes somewhere in a reply when support gets back to you and they should be able to escalate directly to our team so we can check in with you once there's a meaningful update.
frozen hazel
ok so it could be another month or something?
Should I be reaching out to people on linkedin? Or go through investors to try to backchannel?
glossy ravine
I don't think LinkedIn will get you very far. Can you elaborate on how this is affecting your integration? e.g. is it stopping your users from onboarding bank accounts?
frozen hazel
We only use Stripe for payment rails, and have all the accounting and other information stored on our own DB. we use the metadata to match the payment source with the migrated payment source for things like refunds, invoicing reconciliation, etc. Right now, as we are not able to update the metadata, all of this fails.
it would be easy to update this on web, but we have some code on mobile that crashes based on this, and a vast majority of our users do not update their apps. So if we transfer our customers from standard to custom we will essentially crash the app of everyone who didn't update unless we can update the metadata
The 30 customers I mentioned waiting on this are not able to use our payments due to delayed payouts that we have on our custom integration but not on our standard integration. They are taking checks and cash until we are able to migrate them, and we can't have them reset everything as their customers have already added bank accounts
glossy ravine
Okay, that gives me something to throw into the mix. Any idea of what the volume of those 30 customers is on a week-over-week basis?
Just trying to make a better case and push harder
frozen hazel
They're preschools, it's about 600k-5M per year each total volume, we've seen ~60% of payments are through Stripe
glossy ravine
Alright, thanks. I'll include that added context in another bump of the internal thread. No guarantees, but I'll do what I can within the scope of my influence.