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Stripe Customer FAQ

Top Answers & How-to Guides

How do I Contact Stripe Customer Service?

The question we are asked most often is about how to talk to Stripe customer service. Click here for contact information, email and chat options, getting a live person, wait times and more.

How Do I Verify My Identity on My Stripe Account?

Verifying a Stripe account is necessary to validate user legitimacy and financial data. Although sign-up is quick and easy, all users...

Can I add additional team members to my Stripe account?

Yes, it is possible to add additional team members to a Stripe account. Stripe provides a feature that allows account owners to manage...
Ask any question you have about Stripe customer service, get an answer now.

Recent Stripe Customer Questions

A direct debit has been set up on my bank account to Stripe which I don’t recognise

It's essential to promptly address any unrecognized payments. If there's a direct debit to Stripe that you don't recognize, it could be that someone you have done business with is using Stripe for processing payments. Also, subscriptions or recurring payments could be connected with this, if you've set up any recently. Still, if you can't identify the transaction, your best course of action is to contact your bank immediately to report this transaction. Your bank will be able to advise on how to proceed and they can take steps to secure your account, potentially setting in motion a process to investigate and resolve the situation.
Asked Jun 4, 2024 2:38 PM

I paid an international fee through Stripe using my credut card. My credit card shows two debit charges per transaction....is the transaction fee separate

Yes, when using Stripe for transactions, especially international ones, different types of fees may apply and they are typically debited separately. For instance, Stripe charges a transaction fee for every payment you receive through Stripe. Additionally, if you engage in an international transaction or currency conversion, an extra fee may be charged. These fees are deducted independently, which could explain why you are seeing two debits on your credit card statement. However, do note that this might also depend on the type of arrangement you have with Stripe, as the fee structure might differ slightly for different types of accounts or business models.
Asked Apr 29, 2024 2:08 PM

You keep saying my event is among the ones that are forbidden. It is a charity event to support children.

We apologize for any confusion you're experiencing. While Stripe supports a wide range of businesses and events, certain industries and activities are restricted due to legal, regulatory, or processing risks. Non-profit and charity events are generally not restricted, but the exact nature of the activities, including any prizes, auction items, or methods of fundraising, may affect the acceptability under Stripe's policies. It's also possible that your event was mistakenly identified as restricted. To resolve this issue, we recommend contacting Stripe directly to provide more information about your event and to review its alignment with Stripe's guidelines.
Asked Apr 17, 2024 5:37 PM

....is the transaction fee separate using a credit card for an international purchase? Would it show as two transactions?

No, the transaction fee using a credit card for an international purchase on Stripe is not separate. It's included with the overall cost of each transaction. It will not appear as two separate transactions on your bank statement; it's simply one aggregate amount. Stripe's fees for international transactions may be slightly higher due to the complexities of cross-border payments. However, customers will only see one charge which includes both the purchase price and the associated fee.
Asked Apr 12, 2024 2:26 PM

....is the transaction fee separate using a credit card for an international purchase?

Yes, Stripe applies an additional international card fee when a payment is made with a credit or debit card issued outside of your country. This fee is 1% for international cards. Additionally, if currency conversion is necessary, an additional 1% fee is applied. So, if you're making an international purchase with a credit card, you might see a slightly higher total due to these added fees. It's important to note that these fees are separate from the regular transaction fees. Please keep in mind that Stripe's pricing can vary based on your country and business condition.
Asked Apr 12, 2024 2:16 PM

Help me with my Stripe customer service issue

Refunds and Disputes

How Do I Get a Refund from Stripe?

Stripe doesn't issue refunds to customers using the platform for payments. Please contact the business directly if you need to get...

How do you win a dispute on Stripe?

When customers dispute a payment with their bank, they must provide evidence to support their claim. Sellers can challenge these disputes...

What Do I Do If I'm Having Trouble Receiving a Payment with Stripe?

There can be various reasons for changed or missing Stripe payments, including potential bank issues. It is recommended to first check...

How do I handle fraudulent transactions with Stripe?

When managing fraudulent transactions with Stripe, it is important to take proactive measures to protect your business and ensure the If a transaction is flagged as potentially fraudulent, Stripe allows merchants to review it before proceeding. Merchants can choose to accept, cancel, or report the transaction. Additionally, it is advisable to implement strong customer authentication methods, such as two-factor authentication, to add an extra layer of security. In the event that a fraudulent transaction occurs, the merchant can easily handle disputes by responding to chargebacks through the Stripe Dashboard. It is essential to provide clear evidence to support the merchant’s position. The Dashboard provides helpful tools to manage disputes efficiently. Finally, it is prudent to remain informed about best practices for fraud prevention and transaction security. Merchants can find useful resources and documentation on the official Stripe website, which may provide further insights into fraud management. For specific inquiries regarding account security or technical assistance, reviewing the contact information on the Stripe website may be beneficial....

Account Management

How Do I Verify My Identity on My Stripe Account?

Verifying a Stripe account is necessary to validate user legitimacy and financial data. Although sign-up is quick and easy, all users...

Can I add additional team members to my Stripe account?

Yes, it is possible to add additional team members to a Stripe account. Stripe provides a feature that allows account owners to manage...

How can I update my payment information on Stripe?

Updating payment information on Stripe can be done through the customer portal or your account settings, depending on the type of information It is important to ensure that any new payment information is correctly entered to avoid any issues with future transactions. For specific instructions or if you encounter any difficulties, it may be helpful to refer to the support documentation available on the official Stripe website, where you can also find contact details for further assistance....

Integration and Security

What types of businesses can benefit the most from using Stripe?

Stripe is designed to cater to a wide variety of businesses, making it particularly versatile for numerous industries. E-commerce companies Freelancers and service providers can utilize Stripe to create custom payment solutions and invoicing, while nonprofits can benefit from its tools that facilitate donations and fundraising efforts. Additionally, marketplaces and platforms that connect buyers and sellers find value in Stripe Connect, which helps manage complex payment flows among multiple parties. Overall, any business model that relies on payment processing, whether it involves physical goods, digital services, or subscriptions, can find substantial advantages in using Stripe. For more specific guidance on business types and solutions, it might be valuable to check the detailed information available on the Stripe website....

How can I integrate Stripe with my existing website?

Integrating Stripe with an existing website can be an excellent way to streamline payment processing. There are several steps involved First, it is essential to set up a Stripe account if you have not done so already. Once your account is created, you will gain access to the Stripe Dashboard, which provides you with the necessary keys for integration. These keys include the publishable key, which is used on the client side, and the secret key, which is utilized on the server side. Next, developers typically incorporate Stripe using either Stripe's pre-built checkout feature or by using the Stripe API directly for a more customized experience. If you opt for the pre-built checkout, it requires minimal coding and can easily be implemented by adding the Stripe JavaScript library to your website. The library allows you to create a checkout session and redirect users to Stripe’s hosted payment page. On the other hand, if you choose to go with the API, you will need to create a server-side endpoint to handle payment requests and process transactions. This will require programming knowledge in the language of your choice, as Stripe provides libraries for multiple programming languages like JavaScript, Ruby, Python, and more. Finally, thorough testing is crucial. Stripe offers a test mode that allows you to simulate transactions without processing actual payments. Once integration is complete and verification is done, your website should be ready to accept payments securely. For more detailed documentation and guidance, it is advisable to refer to Stripe's official website....

What security measures does Stripe have in place?

Stripe implements a comprehensive array of security measures designed to protect sensitive data and transactions. One of the most significant Moreover, Stripe complies with rigorous industry standards, including the Payment Card Industry Data Security Standard, also known as PCI DSS. By ensuring compliance with these standards, Stripe enhances data security and provides transparent access to security audits for partners and clients. Additionally, Stripe employs machine learning algorithms to detect fraudulent transactions. This intelligent system analyzes multiple data points in real time to identify potential risks and anomalies in transaction patterns. Stripe also offers features such as two-factor authentication for account access, ensuring that unauthorized users cannot easily gain access to sensitive data. This multi-layered approach to security illustrates Stripe’s commitment to safeguarding both merchants and consumers during financial transactions. For additional information on their specific security protocols, users are encouraged to check Stripe’s official website, which provides detailed insights into their security practices and measures....

Payment Processing

What are the fees associated with using Stripe?

Stripe has a clear and transparent fee structure that varies depending on the location, the type of transaction, and the services utilized. There are additional fees that may apply based on factors such as international cards, currency conversion, and disputes. For example, transactions originating from a different country may incur a higher processing fee, and using certain features, such as automated billing or fraud protection services, may also carry specific costs. For businesses that process a high volume of transactions, Stripe offers customized pricing options and discounts, which may be beneficial for larger enterprises. Additionally, Stripe Connect offers a different pricing structure for platforms and marketplaces, allowing them to manage payments to their users. It is important for users to review the comprehensive pricing information available on the Stripe website, as fees can vary by country and specific use cases. They can find detailed information regarding the pricing structure, along with additional services provided by Stripe, on the Stripe website’s pricing page. This will ensure they have the most accurate and up-to-date information regarding potential fees associated with using Stripe....

How long does it take for payments to process?

The processing time for payments made through Stripe can vary based on several factors, including the type of payment method used, It is important to note that for businesses that have newly set up their Stripe account, the first payout may take longer due to additional verification and risk assessment. Other payment types, such as ACH transfers or international payments, may have different processing times. Users can always visit the official Stripe website for the most current and detailed information regarding payout timelines and specific payment methods. Understanding the specifics will help businesses manage their cash flow more effectively....

What support does Stripe provide for troubleshooting payment issues?

Stripe offers a range of support resources for troubleshooting payment issues that users may encounter. First and foremost, Stripe In addition to the documentation, Stripe provides a robust community forum where users can interact with other Stripe customers and share their experiences. This forum is a valuable space for exchanging tips and best practices, as well as seeking advice from those who may have faced similar challenges. For more complex issues, Stripe offers a dedicated support team that can assist users more directly. While specific support channels may vary depending on the type of account or plan a user has, customers are encouraged to check the website for contact information appropriate for their needs. It is worth noting that the support options provided by Stripe may depend on the tier of service a user has chosen. Therefore, visiting Stripe's official website will ensure one has the most accurate and up-to-date information regarding available support resources....

What currencies does Stripe support?

Stripe supports a wide array of currencies, enabling businesses to transact in multiple markets around the globe. As of October 2023, The specific currencies available may depend on the business's location and the nature of the services being offered. For example, some currencies may only be available for certain types of transactions or may require a specific setup. It is beneficial for users to check the most current information on currencies supported by Stripe directly on their official website, as this information can change. Therefore, reviewing the latest details will provide the most accurate guidance for any business considering using Stripe for their payment processing needs....
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