Page MenuHomePhabricator
Create Task
Maniphest T430789

Failing Trustly recurring charges with No Institution ID configured
Closed, ResolvedPublic
Actions

Description

A lot of Trustly recurring transactions seem to be failing with error "No Institution ID configured". This has been even more noticeable from the 25th of June, since no successful transaction has been charged since that date.

Related Objects

Event Timeline

Damilare created this task.Jul 1 2026, 9:39 AM
Restricted Application added a project: Fundraising-Backlog. · View Herald TranscriptJul 1 2026, 9:40 AM
Restricted Application added a subscriber: Aklapper. · View Herald Transcript
Damilare added a comment.Jul 1 2026, 10:33 AM

Slack thread: https://wikimedia.slack.com/archives/C070F1DVBRN/p1782898674508899

SBurnett-WMF triaged this task as High priority.Jul 1 2026, 4:48 PM
SBurnett-WMF added a project: FR-payments-general.
Fundraising-Task-Bot moved this task from Triage to Current Sprint on the Fundraising-Backlog board.Jul 1 2026, 4:48 PM
Fundraising-Task-Bot added a project: FR-Smashpig.
AKanji-WMF added a project: Fundraising Sprint: Loud carpet.Jul 6 2026, 7:41 PM
Cstone renamed this task from Failing Trustly recurring charges to Failing Trustly recurring charges with No Institution ID configured.Jul 8 2026, 5:16 PM
Cstone updated the task description. (Show Details)
Cstone subscribed.Jul 8 2026, 5:19 PM

Gravy updated that trustly said that these were from donors who choose to enter their bank information manually and not through a bank UI. This doesn't create a recurring token and none of these can be charged again.

There have been 275 of this error in the last month, need to dig deeper into this data:

  • How many recurrings exactly are failing with this vs how many are retries
  • Can we see what banks have been used, are donors giving up with the login UI and just going to the manual UI
  • What is the percentage of this in total trustly recurrings
AMJohnson added subscribers: MBeat33, krobinson, AMJohnson, KHancock99.Jul 9 2026, 3:10 PM
AKanji-WMF subscribed.Jul 14 2026, 2:02 PM

Is this chaos chaos? If so I can move out of the sprint.

SBurnett-WMF edited projects, added: Fundraising Sprint: Mediocre Ikea Kit; removed: Fundraising Sprint: Loud carpet.Jul 14 2026, 2:17 PM
AKanji-WMF removed a project: Fundraising Sprint: Mediocre Ikea Kit.Jul 14 2026, 7:16 PM
AKanji-WMF moved this task from Current Sprint to Chaos Crew Backlog on the Fundraising-Backlog board.
MBeat33 added a comment.Jul 16 2026, 1:35 PM

Do we know if we're more likely to either deprecate MEC and treat recurring Trustly from banks not on the list as an unaccepted method, OR build the flow so that these transactions generate tokens? Zendesk tickets are accruing.

Cstone added a comment.EditedJul 21 2026, 3:21 AM
In T430789#12101298, @Cstone wrote:

Gravy updated that trustly said that these were from donors who choose to enter their bank information manually and not through a bank UI. This doesn't create a recurring token and none of these can be charged again.

There have been 275 of this error in the last month, need to dig deeper into this data:

Digging into this today:

  • How many recurrings exactly are failing with this vs how many are retries

239 have failed with this, 951 retries
It started May 29, did anything change then?

  • Can we see what banks have been used, are donors giving up with the login UI and just going to the manual UI

The two I spot checked were Chase Bank and Wells Fargo, so could have been done through the UI

  • What is the percentage of this in total trustly recurrings

239 Failed with this out of 2176 active trustlys

Cstone added a comment.Jul 22 2026, 5:07 PM

We need to contact trustly and have them disable the manual entry feature on our account

Cstone added a comment.Jul 24 2026, 10:19 PM

I asked Trustly to turn this off, they said:
"Yes. We will have that featured turned off. I’ll let you know when it's completed."
https://wikimedia.slack.com/archives/C07JA677QDQ/p1784856969863109

MBeat33 added a comment.Jul 29 2026, 4:44 PM

Marc at Trustly confirmed Monday, "the change has been finalized. No users will be able to pay via MEC."

Cstone claimed this task.Aug 3 2026, 8:09 PM
Cstone moved this task from Backlog to Done on the Fundraising Tech - Chaos Crew board.
XenoRyet closed this task as Resolved.Aug 11 2026, 7:03 PM
XenoRyet set Final Story Points to 2.
Damilare mentioned this in T434610: Sprint N Priorities.Aug 11 2026, 8:17 PM
MBeat33 mentioned this in T434933: Trustly subsequent recurring fails with invalid_service_credentials.Aug 14 2026, 6:43 PM
Content licensed under Creative Commons Attribution-ShareAlike (CC BY-SA) 4.0 unless otherwise noted; code licensed under GNU General Public License (GPL) 2.0 or later and other open source licenses. By using this site, you agree to the Terms of Use, Privacy Policy, and Code of Conduct. · Wikimedia Foundation · Privacy Policy · Code of Conduct · Terms of Use · Disclaimer · CC-BY-SA · GPL · Credits