Managing Your Connected Stripe Account
Requirements & Information Requests
Stripe is a payment processor and financially regulated by governing bodies respective to their account holder's country/origin. To comply with regulations, Stripe may occasionally request additional information or documentation from you, to keep your account in good standing. When this is required, Stripe will contact the main account holder by email. We recommend that finance or senior management have access to your Stripe account, to receive and respond to these information requests.
When you receive a notification from Stripe, please respond to their request(s) as soon as you can. If Stripe is unable to verify details you have submitted or you do not respond to requests in a timely fashion, Stripe will place restrictions on your account. These restrictions will impact the ability to receive donations on the platform and payouts to your bank.
Visufund does not have access to your Stripe settings. We cannot supply information on your behalf or remove any restrictions.
Restricted
If the Stripe account connected to Visufund is restricted, you will see a warning in your Org Settings or Dashboard. You will be required to log in to your Stripe account to provide information or documents they have requested. Here are some useful links within Stripe we advise to check:
Bank Account, Payouts & Currencies
If you have not completed the initial onboarding process, you may want to use their onboarding wizard to supply details.
As soon as Stripe has verified and accepted the information you have provided, they will remove restrictions from your account. If you need any assistance to identify the issue, the Stripe support team will be able to help.
Troubleshooting
"Visufund says our Stripe account is restricted, but our Stripe account appears to be in good standing"
If you are satisfied that your Stripe account is not restricted, it is possible that you have two different Stripe accounts. You can check this by comparing Stripe account ID numbers:
- Log in to Visufund
- Navigate to Org Settings
- Under the Stripe Account section, make a note of the ID starting acct_
- Log in to Stripe
- Navigate to Account Details
- Make a note of the Account ID starting acct_ shown top right
If these Stripe IDs do not match, they are different accounts! If you want to continue using the Stripe account connected to Visufund, you will need to access this account and resolve the issue(s).
"We need to change our Stripe Account connected to Visufund"
If you have access to the Stripe account currently connected to us:
- Log in to the Stripe account (connected to Visufund)
- Revoke access to Visufund from Installed apps / Connect Extensions
If you cannot access the Stripe account you want to disconnect, please get in contact with us.
Once revoked, you can connect a new or other existing Stripe account from Org Settings
Checkout Branding
When your supporters are ready to donate, they are navigated to a Stripe checkout session to make their payment. Checkout sessions can be branded with your organisation logo/icon and colours, enhancing the donation experience:
- Navigate to your Stripe branding settings
- Upload your logo and/or icon
- Change the brand/accent colour if required.
- Click Save changes