Purpose

The following article contains frequently asked questions about our payment processor, Stripe. It contains topics which include contacting Stripe support, viewing and changing user information, disputes, and refunds.

Frequently Asked Questions

How do I contact Stripe?

You may contact Stripe via their Contact Stripe Support page, where Operators will first need to sign in before receiving Live support. 

Stripe Support is available for users 24 hours a day, 7 days a week, of the following types:

• Email - Expect to receive a response within 24 hours. 
• Chat - Average wait time for connection to a Stripe agent is 3 minutes. Chat is available in English, German, and Japanese only. 
• Phone Call by Request - Request a phone call to connect with Stripe Support by phone. Please note that Stripe does not have an inbound support phone number at this time. 

Email Stripe support to be connected to a Specialist within 24 hours if you are contacting us in regards to:

• An email received from Stripe about your payouts or account balance,
• An email received from Stripe requesting additional information about you or your account, or
• A notification in your Stripe dashboard requesting additional information about you or your account.

How do I update my banking information?

Note: Only those with Admin or Owner permissions can add, edit, or delete bank account details. 

1. In the Stripe dashboard, select Settings > Business Settings.
   
   
   
   
2. Click External Payout Accounts and Scheduling under Your business
   
   
   
   
3. Click Edit.
   
   
   
   
4. Click to receive the verification email. You may also be required to enter the previous bank account information as a security measure. 
   
   
5. Enter the updated bank account information. 
   
   
   
   
   • Ensure that the account number, routing number, and name match your bank statement. Use the same name (either individual or company name) as your bank statement.
     
     
6. Click Edit account to save. 
   
   

Additional Tips on Bank Information

• In order to remove a bank account from a Stripe user account, you must first replace it with another active bank account so that Stripe can process payouts, refunds, and disputes.
  
  
• If your bank information is updated while a payout is already "in transit", the payout will be sent to your old bank account. 

How do I view my Dashboard and deposits?

You may view your Dashboard by logging in to Stripe's website. Your Stripe account can be managed directly from the Dashboard. The answers to any account-related questions may be found in the Stripe Support documentation. Likewise, information about your payouts, such as setup or scheduling, may be found in the Payouts documentation or in the Payout Schedules FAQ.

Additional useful information may be found on:

• Disputes/Chargebacks
• Refunds (partial or total)
• 1099 Tax Form Information & Reporting