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Stripe Connect FAQ

Introduction to Stripe

 

What is Stripe?

Stripe is a simple and powerful way to accept payments online. Stripe has no setup fees, no monthly fees, and no hidden costs. Millions of businesses—ranging from startups to Fortune 500 companies—rely on Stripe’s software tools to accept payments securely and expand globally.

Stripe is available to businesses in 36 countries. With Stripe, you can accept all major debit and credit cards from customers in over 190 countries and 135+ currencies. You can learn more at https://stripe.com/customers.

 

Is Stripe secure? Will I be PCI-compliant?

Yes! Stripe meets and exceeds the most stringent industry standards for security. Stripe is also audited by a PCI-certified auditor, and is certified to PCI Service Provider Level 1. This is the highest level of certification available.

You can learn more about the technical details of Stripe’s secure infrastructure at Security at Stripe. You can see Stripe’s PCI certification on the Visa Global Registry of Service Providers.

 

Who is Stripe for? Who cannot use Stripe?

Stripe’s mission is to grow the GDP of the internet. Stripe is for all businesses. To learn more about the requirements to use Stripe, see Business information requirements to use Stripe.

 

Is Stripe a gateway? Why should I use Stripe instead of other gateways?

Stripe is a complete solution that combines the functionality of a merchant account and a gateway in one, which means you only need Stripe to accept payments and deposit funds into a bank account. You cannot use existing merchant accounts or gateways with Stripe, as it functions as both already.

 

 

Getting Started

 

How do I sign-up for Stripe?

 

What is the process and how long will it take?

In most applications, the account approval process is nearly instantaneous and you will be able to accept payments right away. If Stripe needs more information about your business or expects a longer delay in approving your account, they will reach out to you immediately. Businesses on Stripe’s Restricted Business List commonly experience longer processing delays. If you are running a business that has trouble accepting payments online, we recommend reviewing Stripe’s Restricted Business documentation. If you’re not sure if your business falls into the categories listed here, reach out to Stripe Support.

 

What information and documents do I need to sign up for Stripe?

To sign up for a Stripe account, you’ll need an email address and password. To activate your account, Stripe needs details about your business, including your business website, and about you. Common follow-up requirements include photo identification documents and address verification. For a full list of requirements, see Stripe’s Required verification information.

 

What do I do if I have issues signing up with Stripe?

 

Why was my account rejected?

As Stripe provides financial services, they operate under several restictions, which they’ve outlined in their Services Agreement. For more detail, see Why some businesses aren’t allowed.

 

When should I contact Stripe and when should I contact my platform?

You can start with SimplySwim Australia Pty. Ltd. for most questions. You can contact Stripe about transaction-related questions such as:

  • Questions regarding a specific charge, refund, payout, or dispute
  • Account-related issues, including account lockouts
  • Using the Stripe Dashboard’s functionality and settings

 

How do I contact Stripe?

Contact Stripe’s support team through your Stripe Dashboard. Stripe can respond quickest if you use the following guidelines:

  • Log into Stripe first, then submit a request at contact support. Logging in ensures that Stripe knows which account you’re inquiring about, It also shows Stripe that you’re an authenticated user of the account.

  • Include formatted IDs to help us solve your issue as quickly as possible. If your inquiry is regarding a specific card, please include as much information about the card as possible, such as the expiration date, last 4 digits of the card number, and the card brand. However, please never share or send a full card number or CVC. We do recommend including pertinent IDs such as:

    • Customer Name: Johnny Example
    • Customer Email: johnny@example.com
    • Any other relevant Stripe IDs:
      • Charges begin ch_*** or py_***
      • Transfers begin tr_***

 

 

Managing your Stripe account

 

Where can I find a demo of the Stripe Dashboard?

You can watch a video of the Stripe Dashboard on Stripe’s support site or inline below.

 

 

 

Stripe Payouts

 

How long does it take to get paid?

You will typically receive your first payout 7 days after the first successful payment is received.

For the 2nd payout and onward, your standard payout timing depends on your sign-up country. (e.g., businesses in the US paid out on a 2-day rolling basis)

You can also set a specific payout schedule from the Payouts settings page of your Stripe Dashboard. (By default, you are on an automatic everyday payout schedule.)

Stripe offers additional resources to troubleshoot any delayed or missing payouts.

 

Why is my first payout taking longer?

The first payout for every new Stripe account is made 7 days after the first successful payment is received. This initial payout timing requirement cannot be waived. Any changes made to your payout timing or payout method during this time will take effect after this initial delay. This delay allows Stripe to mitigate some of the risk inherent in providing credit services. To learn more about payout schedules, see Waiting period for first payout on Stripe.

 

Why is my payout delayed?

Account verification issues are the most common causes of a delayed or paused payout. If your payouts are paused or delayed, Stripe will send you an email requesting further action. Alternatively, you can visit notifications in your Stripe Dashboard to see the action required.

Some common verification requirements include:

To learn more about payout delays, see Delayed or missing payouts .

 

Why do I have a negative payout balance?

Your available Stripe balance may become negative if the cost of refunds or disputes is greater than the existing balance. To learn how to resolve negative balances, see Negative balances in Stripe: handling by country.

 

My bank returned a payout. What happens next?

If your bank returns a payout, it may take several days to arrive at Stripe. Please contact Stripe Support to confirm payout status.

If the bank account on your Stripe account is incorrect or closed, please update your bank account information to avoid future failure.

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