All Collections
Miscellaneous articles
Stripe payment not working. Stripe account is 'Restricted'
Stripe payment not working. Stripe account is 'Restricted'

Stripe not processing payments. Unable to take payments

Julianne avatar
Written by Julianne
Updated over a week ago

Here are a few 'rare' reasons that will cause your Stripe account to stop processing payments and place a hold on your Stripe account as a security measure.  

From looking at the 3 connected accounts I can see these accounts are still active and are not "Restricted" however we have reached out these accounts to complete verification processes but we have yet to receive a response and hence we have placed a hold on these accounts funds as a security measure. Let me explain below how we can get these accounts back on track for you.

  1. Required ID (Government Issued ID is not uploaded or is not clear)

A government issued photo ID that clearly shows the account holders legal name and date of birth should be uploaded as required

Make sure the ID is:

  • Clear, non-blurry, no glare, all edges included, nothing blocked, etc.

  • In Color

  • Under 5MB in size

  • Under 8000 pixels on any dimension (width or height)

  • In .png or .jpg format

  • Large enough to read 

  • Not expired

In addition, the name of the individual on the account must exactly match the name on the government issued ID. If they need to make updates to the personal info on their account, they can do so through:

2. Unable to verify Tax Information

Finally, if Stripe is unable to verify the tax information on an account they will place a hold on the Stripe payouts. Even if the studio owner (Stripe account holder) has been verified as the owner of their account, to ensure that their Stripe account gets fully up and running, Stripe needs valid tax information.

Follow the link below to update your tax ID if requested:

3.  Unauthorized charges reported by a member on their credit card

If a member of a studio reports to Stripe that the studio has billed their card without their authorization or knowing, then Stripe will place a hold on the account.  See an example of an email from Stripe below to a studio.

"Hi Deb,

Our systems recently identified charges that appear to be unauthorized by the cardholder, meaning that the owner of the credit or debit card did not consent to these payments. This unfortunately means that we will no longer be able to accept payments for

Refunds will be issued in 5–7 business days, although they may take longer to appear on the cardholder's statement. Please refer to your dashboard for a list of the charges to be refunded[1].

We're sorry that we won't be able to offer you service going forward, but our restrictions here are firm. If you believe that we've made a mistake, we'd like to remedy the situation as quickly as possible. To help us effectively revisit your account, please complete the following form:

Once you've completed the verification, we'll revisit your account and follow up with you.

Stripe Billing"


Please let us know if you have any questions on any of these. Our Studiobookings team is always here to help.

Did this answer your question?