Minimum Version Required: 26.01
Pre-Conditions
System Access: Must have an active internet connection and be logged into the Encompass system (ECP).
Permissions: Requires access to the user Profile page, and administrative access to view the Users table and OAuth Authentications table.
Configuration: Must be attempting to transact in the correct geographical region and Stripe platform.
Steps
Verify Environment Keys: Ensure that the correct environment keys are applied. Confirm you are not using test keys against live accounts.
Confirm Email Consistency: Verify that the user's email address on the Encompass Users table is identical to the email address set up in Azure.
Validate OAuth Authentication: Navigate to the OAuth Authentications table to ensure an active authentication is available for Azure B2C. You can find the relevant authentication ID on the Users table.
Reconnect Azure B2C Authentication: If the authentication does not exist, the token is expired, or synchronization mapping records are failing:
Log into ECP.
Navigate to your Profile page (access this by clicking on your
username@encompassIDin the lower right-hand corner of the screen and selecting Profile).Locate the AzureB2C logo to the left of the screen.
Click the Disconnect button to sever the stale connection.
Click the Connect button to generate a new, valid access token and refresh the synchronization.
Contact Support: If the issue persists after completing these steps, please contact support immediately. Gather and provide the following specific information to ensure efficient troubleshooting:
Exact error messages or codes encountered (e.g., "Account Not Located").
Screenshots or video recordings of the issue, including the authentication settings.
Log files associated with the synchronization failure, if applicable.
The exact steps taken by the customer that led to the issue.
The date and time the issue was first observed and any recurrence.
Any changes made to the system before the issue appeared (e.g., password changes, token revocations, or environment key updates).
Fields And Definitions
Stripe Account ID: A unique identifier for the connected Stripe merchant account. An invalid, mistyped, or stale ID will result in integration failures.
Environment Keys: Security credentials used to authenticate the integration. Test keys are for development, while live keys are required for real transactions.
Access Token: A secure digital key used by third-party integrations (like Stripe or Azure) to authenticate and communicate. If revoked or expired, the connection fails.
Azure B2C: An identity management service used to authenticate user credentials securely.
OAuth Authentications Table: A database table within Encompass that stores active connection statuses and tokens for external service providers.
Best Practices
Standardize Email Addresses: Always ensure user email addresses are perfectly matched across Encompass and any external identity providers (like Azure) to prevent synchronization breaks.
Monitor Token Health: Be aware of security policies that might automatically revoke access tokens or disconnect merchant accounts. Re-authenticate promptly if a password change or security update occurs.
Environment Hygiene: Maintain strict separation between test and live environments. Never apply test keys to a live production account.
Audit Integration Settings: Periodically review the App Library and connected integrations to ensure no accounts are pointing to the wrong geographical region or an entirely different Stripe platform.