matt-onboarding-recipient | Stripe Developers | Page 1

languid vaporBOT Nov 18, 2022, 6:38 PM

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weary coral Nov 18, 2022, 6:39 PM

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this was to follow matt-connect-onboarding thread that was closed

jolly current Nov 18, 2022, 6:42 PM

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Gotcha - can you give me a quick summary of where you left off with that thread?

weary coral Nov 18, 2022, 6:45 PM

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I'll paste it here

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Stripe Express Company Accounts (Canadian - 'Recipient' Service Agreement) do not get prompted to enter Tax ID, Business Address, Contact Name and Address during on-boarding. Only the company legal name, doing business as, and deposit information can be entered. Clients can only update Tax ID in the dashboard or upload verification documents for business or contact. Updating addresses is not possible. This causes the verification process to never complete. With 'Full' Service Agreement these options are available but we have to have them in Recipient mode to do US-CA transfers.

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We use a link generated by Stripe Express dashboard - Create+ button in the left top corner.

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Clients see status Eventually Needed - Business Registration, and Stripe Support responds that business and contact information needs to be updated in the dashboard, but there's no way to enter any of that information, only Tax ID and document upload options.

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Creating link with eventually needed only prompts for business ID

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Here's an account example acct_1M5VGQD5pJOxp9Is

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This only happens with accounts set to Recipient service agreement

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Accounts set to Full are prompted for all their information during on-boarding and can also update everything in the dashboard

jolly current Nov 18, 2022, 6:51 PM

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Did you try the latest suggestion from the previous thread? What behavior did you see when you tried that?

Can you try creating an account link through the api, setting collect to eventually_due? Does this prompt you for the proper information? https://stripe.com/docs/api/account_links/create#create_account_link-collect

weary coral Nov 18, 2022, 6:51 PM

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Yes, and it only prompts for BN

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While we need to enter business and contact addresses

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Well, business address at least

jolly current Nov 18, 2022, 6:57 PM

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Gotcha - give me few minutes to do some more digging

weary coral Nov 18, 2022, 6:59 PM

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Thank you, Karbi.

swift lance Nov 18, 2022, 7:30 PM

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@weary coral I'm sorry but this is something you need to talk to our support team. This isn't really something we can help with at this point as it's not about code itself and is about some compliance rules and when we collect some details. I know this can be frustrating but our support team will escalate and get you the help you need: https://support.stripe.com/contact

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matt-onboarding-recipient

weary coral Nov 18, 2022, 7:31 PM

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We did. And we also talked with JumpStart team too. And we were pointed to this Discord channel.

swift lance Nov 18, 2022, 7:32 PM

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I don't know who JumpStart is

weary coral Nov 18, 2022, 7:32 PM

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The support team kept giving us scripted responses to update account information in the dashboard while it wasn't possible

swift lance Nov 18, 2022, 7:32 PM

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but really this isn't the right place to debug this I'm sorry. Please work with our support team directly

weary coral Nov 18, 2022, 7:33 PM

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How do we get a support issue ticket opened with the development team?

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Support only provides scripted responses and asks for customers to call them back.

swift lance Nov 18, 2022, 7:34 PM

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Please work with support and ask them to escalate

weary coral Nov 18, 2022, 7:35 PM

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Ok. Thank you, Koopajah.

swift lance Nov 18, 2022, 7:35 PM

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This isn't a developer question as far as I can tell. This is a "how can we make Connect Onboarding collect that specific piece of information" which is likely a quirk of that UI for that country

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so support can escalate to someone who can work with the product team to investigate/improve this

#matt-onboarding-recipient