Stripe integration: Troubleshooting

Here, we'll suggest solutions to potential issues you might encounter when working with the Stripe integration.

Covered here:

• The status doesn't refresh/The status isn't correct
• I can't disconnect Stripe
• Payment unavailable/Payment method unavailable
• Your client's bank account requires verification

The status doesn't refresh/The status isn't correct

If the payment doesn't refresh for a long time or the payment status isn't correct, there may be different reasons. Try the following solutions:

• Wait a little longer. Sometimes, it takes some time before Stripe processes payments and updates their status. Also, even if the payment status has been updated correctly in Stripe, you might need to wait a little more until it is reflected in TaxDome. In general, the whole processing time might take up to 7 days. If 7 days haven't passed, no need to worry – proceed with the next troubleshooting steps only if 7 days have passed.
• Ask your client to check their email inbox, including the Spam folder. Sometimes, the status may not update because additional actions are required from your client. For example, they may need to complete the 3DS authentication. In such cases, they'll receive an email asking them to complete these additional actions. If they don't make it on time (e.g., they notice it only a week later) and the payment is stuck, unlink the payment from the invoice.
• Contact Stripe support. If the status isn't correct or doesn't refresh for a long period of time in your Stripe account and you can't find a solution in their FAQ, you should contact Stripe support for assistance with resolving this issue. 

I can't disconnect Stripe

If you have trouble disconnecting Stripe in your portal, the best way to resolve the issue is to try the general troubleshooting steps.

Payment unavailable/Payment method unavailable

If your client or you receive error messages when paying via Stripe, try disconnecting Stripe and connecting it again.

Your client's bank account requires verification

If your client tries to pay using the Bank debits payment method, they might get the following error: 'Your bank account requires verification. Please check your email and follow the instructions'. That means their bank account is not verified yet. In this case, they need to follow the instructions provided in the email. The verification process might take up to five business days. After that, they can pay the invoice.