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app.newinstance.io/tickets/4821
workspace: acme

Inbox

18 open
#4821Open
Checkout fails with 500 on payment step
DM Dana M. · 6m
#4820In progress
SDK install docs — RN section outdated
JK Jon K. · 41m
#4818Resolved
Webhook signature mismatch on retries
SL Sara L. · 2h
Tickets / #4821

Checkout fails with 500 on payment step

P1OpenBillingSLA 2h
Customer
DM Dana Morgan
Plan
Scale · $4.8k/yr
Assignee
JK Jon K.
DM
Dana Morgan
Customers hit a 500 right after entering card details. Started around 14:20 UTC.
NI
NewInstance
Bug Watch matched this report to a live error in checkout-api.
PaymentTimeoutError · 47 events · 12 users affected
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Customer support workflow

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app.newinstance.io/tickets/4821
Tickets / #4821

Checkout fails with 500 on payment step

P1OpenBillingSLA 2h
Customer
DM Dana Morgan
Assignee
JK Jon K.
First reply
4 min
DM
Dana Morgan
Customers hit a 500 right after entering card details. Started ~14:20 UTC. Order IDs attached.
JK
Jon K. internal note
Confirmed against Bug Watch — same stack as PaymentTimeoutError. Shipping a fix, replying to Dana now.

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Conversations

5 live
Live
Priya N.
Can I export to CSV?
AI
Marcus T.
Reset 2FA on my account
Queued
Lena V.
Billing question

Priya N. · web widget

iOS SDK 3.2Assigned to you
AI
AI Assistant
Found 2 help articles on CSV export. Routing you to a person for the custom-field part…
PN
Priya N.
Yes — I need the custom fields included too.
Yo
You Handed off
Hi Priya! Custom fields are included on the Scale plan — turning that on for you now.

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help.acme.com
custom domain
Acme Help Center
Search articles, guides & FAQs…
Getting started12 articles
Billing & plans8 articles
API & webhooks21 articles
My tickets2 open

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app.newinstance.io/settings/email
support@acme.comGmail OAuth · synced 30s ago
Connected
billing@acme.comOutlook OAuth · synced 1m ago
Connected
eu-support@acme.comCustom SMTP/IMAP · testing…
Verifying
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app.newinstance.io/bug-watch/checkout-api
env: production
Unresolvedcheckout-apinode 20.11
PaymentTimeoutError
Gateway did not respond within 8000ms · POST /v1/charges
at chargeCard (services/payments/gateway.ts:142) at processCheckout (services/checkout/index.ts:88) at async handler (routes/checkout.ts:33) at runMiddleware (core/server.ts:210)
Alert rules

Tell the right people, the moment it matters.

P1
New error in production → #oncall
Spike
Events 5× over 10m → PagerDuty
Regression
Resolved error returns → reopen ticket
Secret Manager

Encrypted secrets, separated by environment, inherited across apps.

developmentstagingproduction
AES-256 · last rotated 3d ago
KeyValueSourceUpdated
DATABASE_URL•••••••••••••••••••checkout-api2d ago
STRIPE_SECRET_KEY••••••••••••••••••• billing-core5d ago
JWT_SIGNING_KEY••••••••••••••••••• platform-shared1w ago
SENTRY_DSN•••••••••••••••••••checkout-api3w ago
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docs.acme.com/api/charges
published
API Reference / Charges

Create a charge

Creates a charge against a saved payment method. Returns the charge object, or a structured error your client can branch on.

POST/v1/chargesOpenAPI
amount integer · required
currency string · required
customer string · required
idempotency_key string · optional
Integrations

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Org-scoped and product-scoped API keys, REST and GraphQL, webhooks, native SDKs, and email providers. Drop the chat SDK into any app in a few lines.

REST APIThird-party integrations
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EmailGmail · Outlook · SMTP
Bug Watch SDKError ingestion
# Install the NewInstance chat SDK
npm install @newinstance/chat

# Pull secrets for local dev
npx newinstance secrets pull --env development
Permissions & scale

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RoleTicketsBug WatchSecretsDocs PortalBilling
Support agentreadread
Support managerwrite
Developerread
Docs portal manager
Org manager
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