Troubleshoot Errors While Making Purchases on CustomersDot

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On this page

• Overview
• Error about an address or credit card
• Getting error message from Sentry
• Example of previous tickets:

Overview

This guide for troubleshooting for error on CustomersDot.

Error about an address or credit card

When purchasing a subscription via the CustomersDot if a user receives an error about an address or credit card, check the address listed in the My Account section of the CustomersDot. This is typically due to a bad address (city/state/zip code). If the address is correct and the error persists, check Sentry for a relevant error and file an issue in the CustomersDot tracker as necessary.

Getting error message from Sentry

To find the error specifically related to a customer on sentry, try the following:

1. Get customer ID from CustomersDot:
   • Log into https://customers.gitlab.com/admin
   • Go to Customers search page by clicking on Customers on the left panel
   • Search for customer using one of the following: email, domain, or First/Last name (in case customer registered with a different email)
   • Click on one of the info, pencil, or person icon in the result
   • Take the customer ID from the URL https://customers.gitlab.com/admin/customer/customerID/pagepath
2. Finding the errror message for the customer in Sentry:
   • Go to https://sentry.gitlab.net/gitlab/customersgitlabcom/issues/
   • Use user:customerID (replace customerID with the actual customerID from CustomersDot)
   • Open sentry issue → Click on EVENTS
   • Use customer email to search for the relevant event

Example of previous tickets:

1. Customer cannot purchase new subscription because of an expired subscription:
   • ZenDesk 162279
   • Internal request issue 2566
   • Sentry Event log
2. Customer cannot purchase because the Address, City, and Postal code have invalid information:
   • ZenDesk 167403
   • Sentry Event log