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(I work at Stripe.) Yeah, you're right: we've had some scaling troubles with support in the past. The root cause is basically what Matt's post points toward: ou

(I work at Stripe.) Yeah, you're right: we've had some scaling troubles with support in the past. The root cause is basically what Matt's post points toward: our userbase exploded. Our investment in support didn't even come close to keeping up. Long-term, it's critical that our support is not just adequate but excellent, and as a result fixing it has been one of our top priorities. Our support is actually quite fast these days; we completely answer most questions in under 3 hours now. We just launched our chat beta for account questions this week, so you can ask urgent questions without figuring out IRC or hopping over to email, and we're experimenting with things like phone support and help right inside your dashboard. We're going to keep working on this. Feel free to email me at michael@stripe.com if you've any follow up questions.

matthewarkin 11y ago
I can say that my last few tickets have been faster than normal, definitely not 3 hours though. And currently I have an issue open since Friday
- michaelschade 11y ago
  Hm, the case I saw looks like it's been totally solved, but feel free to forward it to me directly -- would like to check into it. (And thanks for all your help on IRC!)
IIAOPSW 11y ago
When can I expect to be able to have my completely China based business use stripe? I love that alipay can be integrated seemlessly but I really don't have any reason to pay to convert to USD only to pay again to move my money back to RMB.
- erict19 11y ago
  I've heard similar issues with startups I work with in SE Asia and East Africa. In a similar vein to the Alipay integration you mention, I was also recently meeting with a handful of startups in Nairobi, and we were discussing how an integration with M-Pesa would be awesome, in particular as Safaricom recently opened up their API.
pjc50 11y ago
You don't have phone support? Madness. Charge for it if you want to discourage use - premium rate number, per-incident charge, whatever - but there should be a turnaround of more like 5 minutes for the case of "I can't take any payments!"

matthewarkin 11y ago

I can say that my last few tickets have been faster than normal, definitely not 3 hours though. And currently I have an issue open since Friday

michaelschade 11y ago
Hm, the case I saw looks like it's been totally solved, but feel free to forward it to me directly -- would like to check into it. (And thanks for all your help on IRC!)

IIAOPSW 11y ago

When can I expect to be able to have my completely China based business use stripe? I love that alipay can be integrated seemlessly but I really don't have any reason to pay to convert to USD only to pay again to move my money back to RMB.

erict19 11y ago
I've heard similar issues with startups I work with in SE Asia and East Africa. In a similar vein to the Alipay integration you mention, I was also recently meeting with a handful of startups in Nairobi, and we were discussing how an integration with M-Pesa would be awesome, in particular as Safaricom recently opened up their API.

pjc50 11y ago

You don't have phone support? Madness. Charge for it if you want to discourage use - premium rate number, per-incident charge, whatever - but there should be a turnaround of more like 5 minutes for the case of "I can't take any payments!"