Stripe refusing access to cards, have a contact so we can avoid a public post?
Stripe is refusing to transfer credit cards to another merchant per their policy, anyone have a contact there before we post publicly about this?
We're always happy to export card data if people want us to. In Chase's case, there's a bunch of Chase-specific work that they mandate. This is not part of our normal procedure, but we'll figure out something that's workable.
Happy to chat next steps on the phone or via email.
From our understanding and I believe what they are telling us this isn't Chase stuff, but rather US law stuff :)
We use Chase, and just acquired a company using Stripe. Chase needs them to transfer over the cards in a specific way as not to violate the law, and Stripe is not willing to work with Chase. Despite law saying they have to give us the cards & a policy on their website saying they will.
We've been working on this for 6+ weeks I believe, and we had a group call today with Stripe, Chase and our team. And, Stripe didn't even show up.
Trying to reach out here and on linkedin and twitter to find someone in Stripe to head off us having to post publicly to get help.
Thanks, Ben
Chase needs the cards in a specific way but without more information it's hard to make the claim that's the only way acceptable by law.
If Stripe is unwilling to do extra work with Chase to get cards exported, that doesn't seem to be "refusing to transfer credit cards to another merchant per their policy".
Can you provide some more information on what part of the transfer they object too?
It still sucks to not get a clear answer, and not show up for phone meetings when this has been going on for at least 6 weeks.
I use Stripe for some side projects, as do many of our staff. And, I know for our team this is really frustrating to see what we thought was an amazing company be so unresponsive and unhelpful. Hopefully we will get it sorted now that we have a contact at a higher level.
It's not just Stripe, it's Twitter, Facebook, Google.
... and if nothing else, because it works. Look at this thread, he's been working on this problem for 6 weeks. He posted here, and got semi-public apology and a direct cell no. for a person who can help in less than 2 hours.
I think it's amazing, and I really enjoy seeing threads like this.
At best you get a community member to give some friendly advice. Amazing how they even get people to help them for free (to be part of other peoples adventure ?).
Its not that these companies cannot afford to have better support. Limiting personal contact seems an integral part of being able to scale.
Frustrating and hard to believe users just accept that. But I am also jealous at how they achieve this.
I know Stripe is normally quite comfortable transferring card data on the basis that the other side has the proper PCI compliance and that Stripe and the receiving party can agree upon a secure way to transfer the card holder data like through some sort of pgp encrypted file
And thanks for this thread as it helped us make some good connections to them too.
Something like your payment system is so important it's not something you can just change on the spur of the moment. Doubly so when you're big, and have a reputation. Honestly i'd do the same thing if I was in their shoes, even though I personally would prefer the API of stripe. You gotta standardize on one system, and it makes sense to choose the path of most likely stability.