#Tax Documentation Request

1 messages · Page 1 of 1 (latest)

agile knot
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Had an email this evening saying that as a non-US resident I have to complete a tax form via Stripe. I followed the instructions to the letter but there was no form there to complete. I then clicked on the link to raise it with Support and this took me to a non-functioning web page. I wouldn't care except it also says in the email that payments could be suspended if the form isn't completed.

still condor
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Hey there, this is a very new situation and we are putting the final pieces together. Don't worry just yet, give it a few hours and the system should be ready for you to submit this form..

blissful galleon
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I have the same issue, but I am unable to even access Stripe Express via the manage acccount link. It just keeps asking me to click confirm on my info and then "information submitted and we will get back to you." (the set up new account message) This is not a new account. I can only get into Stripe Express via Stripe with a separate log in on a different tab. I have had to do this from the start (1yr) but am only just now wondering if it has actually been broken for me all this time. I have a support email open - (It was highly difficult to get to an email support form) I was told to wait 24 hours. But if I can't actually access Stripe Express through manage account I still can't get to the form as it seems like exists not in Stripe but on Elevenlabs internals than 24 hours won't matter? It's not an issue of I can get to stripe express via manage account and the form is not there - I can't get to stripe express via manage account. I have to do it third party. Is that the expected behavior?

still condor
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The support team are the ones best equipped to help you in this case.

It's not an issue of I can get to stripe express via manage account and the form is not there - I can't get to stripe express via manage account. I have to do it third party. Is that the expected behavior?
Have you informed them of this? If not then just send a followup email with this additional information.

blissful galleon
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Thanks Frankie. I sent my original support email yesterday afternoon shortly after the tax doc one arrived. I'm not sure what I explained was understood fully. I've sent a few more emails with pics of what I mean but have not heard anything since the original wait 24 hrs.

remote estuary
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I think it is still not fully rolled out to everyone, sorry for the confusion!

blissful galleon
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Thank you for the image Jonathan. My account does not look like that. When I click on manage account, and then get bumped back to the dashboard I do see the yellow account set up box, then it changes it black. I still cant get to Stripe Express through manage account though - which seems a different issue.

remote estuary
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Sorry, I don't have an exact timeline just yet.

blissful galleon
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Thank you. So if we don't have the pause box, todays payout should proceed as normal then?

remote estuary
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At least as far as I know, otherwise, you will get a form soon that you need to fillout.

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It is definitely taking longer than expected.

blissful galleon
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Ok, thanks everyone, will keep an eye out.

blissful galleon
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It has arrived, I have filled it out, is there an expectation of how long the processing time is - ie, no payout in 4 days contact support?

remote estuary
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What exactly does it say now that you filled out the documentation fully?

blissful galleon
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I still get the 'we will get back to you" message as before. On my confirm information dialogue which pops up everytime I do have the option to also edit my w9/8 now which I did not have before. It's not asking me to submit. I have received an email from Stripe Express saying my form is available for download. I followed that link but was unable to download it. It says that my tax number does not match what's on the form I submitted...(it asks for verification before letting you access it) but I only have one number, and I screen grabbed all sections of the form on my Elevenlabs dashboard before submitting so I know I entered the correct number in Stripe Express to access the download. It's a 3 strike process and I gave up after two. Maybe it will work in a few days. I have the screen capture anyway. I may have to ask Stripe what the issue is. I think it may have to do with the auto inserted dashes between the numbers on the Elevenlabs auto fill. I did not add them but they are there, and stripe did not let me use dashes, and a solid string or a spaced string did not work to verify. Will try again another day.

fiery wigeon
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Hi! I tried to complete the forms this morning but when i clicked on select options, it didn’t give me a Sole Proprietor option for my LLC. It isn’t a C or S Corporation. Will that option be added? Otherwise I can’t complete the documentation.

remote estuary
# fiery wigeon Hi! I tried to complete the forms this morning but when i clicked on select opti...

Hi. Unfortunately, I don't think we can answer this in Discord, as it's a little more advanced. I had thought that sole proprietorships and LLCs were two unique entities that couldn't be mixed or matched—that you either have one or the other. However, I'm not entirely sure that's true as you probably know this a lot better than I do. This is definitely outside of my area of expertise, so I can't help you with this.

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I think in your case, you should select sole proprietor, as that is most likely your taxation structure and your LLC is a disregarded entity. However, I would recommend that you open it up, take it to customer support, and they could give you more apt help.

fiery wigeon
fiery wigeon
remote estuary
remote estuary
fiery wigeon
subtle dust
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I'm having issues too. It's trying to force me to enter a TIN, but my company is Japanese. I can't even proceed.

calm current
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To be perfectly clear, as I'm trying to help here, do not listen to anything I say blindly. I am not a tax consultant, and you should really talk to someone in your country to ensure you report this correctly and what you should classify this as, as we are not liable for anything that is filled out incorrectly or for you reporting your taxes incorrectly. I just want to make that perfectly clear.

@fiery wigeon, I believe that before you get to this stage, you are requested to select the type of company that you are running. Not the tax classification, but whether you are running a sole proprietorship, which is a personal company, or if you're running an LLC. At least, that's what I've seen other people have to do, if I remember correctly.

Then, you get to this part. This choice is also required when you first set up the account, if I remember correctly. Again, different rules apply for different countries, and this is run by Stripe.

subtle dust
still condor
# subtle dust Thanks <@918936355738894438>, but how are those who aren’t in the US able to com...

Hey Aerlisita! Let me jump in here with this one, afaik (and again I'll echo J's message that I too am not a tax professional or lawyer so I'm just trying to guide people on this new requirement) that if someone is not a us tax resident then they'd need to follow the steps with the W-8 version not W-9. Yes we are an American based company but we have an amazing community of voice owners like yourself who are not US based so that option is there for you. Sorry I haven't gone through this process myself so I can't be a lot of help but the option should be there for people in your position..

subtle dust
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My country is set to Japan though.

twin crow
# subtle dust

I filled mine out by going directly to Stripe Express, not through Elevenlabs, and logging in with the same account I use for Elevenlabs - there's an option for non-US TIN on the form available there

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But the whole thing is a bit of a mess, my country's TIN has characters in it, and they haven't made the password for reviewing your tax docs (which is your TIN) accept characters - contacted Stripe support, got an answer unrelated to the query as if they hadn't read it, they passed me on to another agent, and radio silence for days

timid crane
calm current
# twin crow But the whole thing is a bit of a mess, my country's TIN has characters in it, a...

I'm sorry to hear that. Yes, exactly. So, Stripe is the one handling this form as they are our payment processor, and I believe that these forms are standardized.

I agree; when I filled out mine, it wasn't clear because I was asked for both my US identification number, which I clearly stated before that I'm not a US citizen, as well as my non-US identification number. However, it didn't specify which of these fields were required.

In my case, I didn't have to fill out the US identification number. I believe Stripe would be able to provide more guidance here, but it's strange that they just went radio silent on you.

If you could provide a screenshot, of course without any personal information, I could take a further look.

subtle dust
subtle dust
fiery wigeon
# calm current To be perfectly clear, as I'm trying to help here, do not listen to anything I s...

I’m in the US an I have a Single Member LLC created by an attorney. Since this conversation I have emailed and chatted with at least three ElevenLabs support people and today at least two Stripe support people who all seemed to have escalated this up without any resolution. It’s frustrating, exhausting and I don’t even understand why this has happened. I received a W-9 from you all in 2024 with no issues. I think if someone could just add Single Member LLC to your company forms I could finish this process and receive my payments again. ❤️‍🩹

timid crane
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Yeah, my payouts are still disabled and support has gone radio silent.

remote estuary
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I've bumped them internally already to see what's going on. Hopefully have some more info soon.

timid crane
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Meantime, my other account is a few pennies away from triggering a payout.

remote estuary
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Since the others are having issues filling out the form, in your case, your form has been submitted. As far as I can tell, it is correct; your payouts have just not been enabled again since submitting. So, different issues—let's hope yours is solved simply by this.

timid crane
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I can't see why one account would affect the other, but who knows?

fiery wigeon
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@remote estuary This was the response I received from Stripe. So frustrating... 😭 I feel like I am just going around in one giant circle between ElevenLabs support and Stripe Support. I've talked to multiple people with no answers or solutions.

Stripe_Support_Screenshot_2025-04-24_at_5.16.20_AM.png
remote estuary
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If you scroll all the way up on this page, what does it say? I believe on my page it says that I can select to be a company, or I can be a person/sole proprietorship.

Screenshot_2025-04-17_at_2.png
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Could you please take a full screenshot of everything on this page so I can see exactly what you see?

If that does not work, we will have to figure out how to move you from the legal entity type that you have registered as now to the correct legal entity type that you should be registered as according to Stripe.

fiery wigeon
# remote estuary From this, it sounds like you registered your company incorrectly. And you shoul...

No I did not register my company incorrectly. I am a single member LLC. ElevenLabs does NOT offer that as a company selection choice. I’m not sure why this can’t be added to your company options. It’s a legal entity with documentation that I can provide. And yes, Stripe offers it on their side and verified my company status there. I’m not exactly sure what to do here but the problem is with ElevenLabs.

remote estuary
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So, when you first set this up, before you fill out the W8 or W9, you have to select what type of company you are. I believe what Stripe is hinting at is that you might have made a different selection here, which gives you these options.

fiery wigeon
remote estuary
fiery wigeon
# remote estuary All right, sorry. Just trying to help.

Understood. And to be clear, ElevenLabs must add the Single Member LLC option under the company options as that is a legal entity that I can prove. I am not simply an individual or a sole proprietor. An attorney created my Single Member LLC.

remote estuary
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Alright.

timid crane
calm current
subtle dust
timid crane
subtle dust
subtle dust
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Tired of dealing with it and there's been no update to the form, so I just put all zeros for my TIN and submitted it. Oh well.

remote estuary
# subtle dust Tired of dealing with it and there's been no update to the form, so I just put a...

Funnily enough, your intuition was right. We've been working with Stripe and finally got a response and they suggested this for the time being:

They have said that in the meantime, users can enter 00-0000000 in the US-TIN field so they can submit the form, but they would then need to resubmit without the US-TIN once the issue has been resolved.

They hope to have it fully solved end of next week.