OVERVIEW

There are various issues with Stripe that fall under day-to-day operations that warrant opening a support ticket. These include: 

• Connected accounts under review for over 48 hours
• Disabled connected accounts
• Failed top-ups
• Investigations into specific charges that can't be solved by WorkSpace internal tools

This task is completed by the support team member with ownership of the ticket.

Requirements:

• Access to Stripe

HOW-TO

Find the bank account ID

1. To locate the bank account ID inside of Stripe you first need the bank account name. Load up WorkSpace and navigate to Accounting > Accounts Payable > VendorPay Accounts
2. Locate the property reporting an issue, click the gear icon, and select “Edit Company Information
3. Confirm that you want to continue to Stripe
   
4. Note the Business Name under Business Details. This is the Bank Account Name
   
5. In a separate tab, open stripe.com
6. Sign in using your credentials
7. Start typing the Bank Account name in the search box on top of the screen. Once the bank account shows up, click the name
   
8. Near the top right of the screen will be the Account ID. This is what Stripe needs to open a support ticket. Clicking on the ID will allow you to copy it to your clipboard.
   
   

Opening and Verifying the Ticket

1. Compose an email to: issuing-support@stripe.com 
2. Explain the issue and the action you want them to take. If an account has been in review for over 48 hours, call that out specifically as it violates their typical SLA. If top-ups are disabled ask them to re-enable top-ups. 
3. Include the Account ID, as this is the only thing they'll use to look up the account
4. If you're referencing a specific charge include the charge ID
5. Click Send
6. You will receive an email back from Stripe almost immediately to confirm that you are an authorized ticket opener. Click the big purple button to be taken to Stripe's site and confirm you opened the ticket. You may be required to enter your password again. They will not respond until you take this step.
   

FAQs

Stripe isn't sending a helpful response, what should I do?

• Stripe often sends polite but useless emails back. Often times the front line support person has no information to give or provides information that is simply incorrect. The issue usually stems from them knowing nothing about the connected account product and WorkSpace's workflows. If this is the case ask for them to escalate the issue to someone familiar with the product. Sometimes this takes a few tries. Stripe support could learn a thing or two from WorkSpace.

That isn't working or I'm not getting a response fast enough, who else can I escalate this to?

• Our account rep is Anthony D'Alessandro adalessandro@stripe.com, he's helpful at getting escalations if called out specifically in an email. CCing him on the initial email doesn't usually do much.