What is a Stripe Connected Account?

Our software uses the secure Stripe payment system to process credit card transactions for all sales and to remit payment for revenue and fees from those sales. Stripe collects payment from purchasers and holds funds until a request to payout is sent from our system. At that time, payment is transferred to the designated Stripe Connected Account that was created within our platform account.

NOTE: Our system cannot connect to an existing Stripe account. Our system provides an Account Owner in your organization to create a "Stripe connected account" that exists within our platform. To be paid for ticket revenue, you will be asked to establish this connected account.

Add Banking Information to Receive Payment

More info about establishing your Stripe connected account here: How do I update bank information?

How To Contact Stripe Support

Stripe will reach out via email whenever there is a concern that needs your attention. IMPORTANT: read all emails from Stripe as they may require additional information, and in some cases if you do not respond they may suspend or reject your payment account.

To contact Stripe for support you will need to be logged in via this "Connected Account" login page: https://connect.stripe.com/express_login

When logged in, you can select the question mark option:

You can then use the "Contact" option to open a chat that can eventually connect you to an agent via email.

To get on the phone with Stripe, you will first need to email them. If you cannot get a resolution via email then you can provide them with your phone number and you can request a call from Stripe.

Custom Accounts (Updating to Express)

We initially setup our users with "Custom" connected account to ensure we could utilize all of Stripe's features. We have since switched to preferring the Stripe "Express" connected account type as the system default. We discovered that these were sufficient for our needs and it improved the 'ease of use' for our users for payment purposes.

You will see an alert notice with an option to "Complete Account Setup" when your organization has a "Custom" account type. Clicking to complete the setup will connect you to your current Stripe connected account and take you through steps that will update your account type from Custom to Express.

We recommend you update your Custom account to an Express account when it is convenient for you by having your Account Owner click on Complete Account Setup". You will see no changes or delays in your payout frequency or status by making this change. The benefits include a direct login to review your Stripe connected account dashboard, as well as access to direct support from the Stripe support team and email alerts for account status changes.