I've been implementing a new SaaS with Stripe in recent weeks.
Unlike previously, the live chat support no longer has any idea what an API is.
When I tell them what errors I'm getting when creating a subscription using the code in Stripe's (very clear/amazing) docs, and explain that the error is referring to a previously required field that is now optional/deprecated, they ask me for a screenshot, thinking I'm referring to a dialog box I see on Stripe's dashboard.
So I ask for someone who knows what an API is and how theirs works.
They say they'll email me back, and 72 hours later I get a vague email apologizing for the inconvenience and completely misunderstanding the clear error description I provided.
It's frustrating. This used to be a company that supported developers. But now it's impossible, as a developer, to find support from a Stripe developer.
I've spent weeks on the multi-day back-and-forth with L1 support whose job is to shuffle chat requests into a queue.
Are my live chats happening during the time of day (11am Moscow time) when the least experienced people are working?
Sometimes I get people whose English level is upper-intermediate at best, so they can't understand what I am asking on a language level, not even on a technical level.
Is there another channel I could be using for support with Stripe? Phone support (I've waited 2 hours so far and they haven't called me)? Premium support that I pay for?
Unlike previously, the live chat support no longer has any idea what an API is.
When I tell them what errors I'm getting when creating a subscription using the code in Stripe's (very clear/amazing) docs, and explain that the error is referring to a previously required field that is now optional/deprecated, they ask me for a screenshot, thinking I'm referring to a dialog box I see on Stripe's dashboard.
So I ask for someone who knows what an API is and how theirs works.
They say they'll email me back, and 72 hours later I get a vague email apologizing for the inconvenience and completely misunderstanding the clear error description I provided.
It's frustrating. This used to be a company that supported developers. But now it's impossible, as a developer, to find support from a Stripe developer.
I've spent weeks on the multi-day back-and-forth with L1 support whose job is to shuffle chat requests into a queue.
Are my live chats happening during the time of day (11am Moscow time) when the least experienced people are working?
Sometimes I get people whose English level is upper-intermediate at best, so they can't understand what I am asking on a language level, not even on a technical level.
Is there another channel I could be using for support with Stripe? Phone support (I've waited 2 hours so far and they haven't called me)? Premium support that I pay for?