Frequently asked questions for Stripe

Where are my payouts?

Here are the steps to follow if you haven't received your payout:
  1. 1.
    Check the date of the payment
    In most cases, you won’t receive your first payout until 7–14 days after receiving your first successful payment. For following payments, the usual time for the payout to be received is 3 business days.
  2. 2.
    Check the status of your account
    For security reasons, Stripe has to be able to verify the identity of the organization that owns the account. It could be that your account has been restricted due to some missing information, in which case you'll need to contact Stripe for the verification to be completed.
  3. 3.
    Check your payout schedule
    Your payout schedule is set to daily automatic by default it's possible to change it in account settings to weekly automatic, monthly automatic, or manual payouts. Check if your payout schedule has been changed.
  4. 4.
    Check if the account information is correct
    Double check your bank account information is correct.
    Note: For Desjardins clients, a very common mistake is only adding a 6-digit account number. Be sure to also add the verification number for your account.
If you've covered all the points above and everything looks fine, please contact us at [email protected] or Stripe support at support.stripe.com .

Why can't I refund?

You may not be able to complete the refund because you don't currently have enough funds available in your Stripe account. To accumulate some money on your balance to complete the refund, you can either stop your deposits or make a transfer from your bank account to your Stripe account. This second option is a little more complex and we recommend contacting stripe directly at [email protected] to do so.
You can stop the deposits temporarily from the settings in Stripe > Business Settings > Bank Accounts and Planning and then adjust the frequency of the transfers to manual.
Once the funds build up a bit, you will have enough on your balance to do the refund.

How do I reconcile my payments?

To reconcile payments, you can compare your bank deposits with Simplyk reports. To obtain this report, go to your Donations or Ticketing and click the Export button. An Excel report with all of your transactions will be downloaded to your computer.
You can also download a report from Stripe by clicking on Reports on your dashboard and then clicking Balance. These reports include the payouts to your bank account along with the details of the payments included in the payouts.

Why is my payment taking so long to be received?

With pre-authorized debit (PAD) payments, it can take up to 7-10 business days for the money to be transferred to the organization's account. When the initial transaction is made, the donor or buyer will receive a confirmation that the payment is being processed. Once it is successfully deposited into your account, the donor or buyer will receive their tax receipt and tickets (if applicable).

Do I need to send out transaction receipts?

Transaction receipts are automatically sent in the thank you email the donor receives upon making the transaction. No need to send them out yourself!

Can I add multiple bank accounts?

You can only have one bank account connected to your Stripe account at once. To add multiple bank accounts, you'll need multiple Stripe accounts, in which case you'll need multiple Simplyk accounts as well.
For any questions or concerns, contact us at [email protected] .
Last modified 1mo ago