joshua.r_ | Stripe Developers | Page 1

unique shadowBOT Nov 9, 2023, 5:27 AM

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clever bough Nov 9, 2023, 5:28 AM

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hello! Custom connected accounts shouldn't be receiving any emails from Stripe. Custom connected accounts are a white label solution and would only receive emails from the Platform. What emails are you referring to specifically, can you give an example?

hardy dagger Nov 9, 2023, 5:32 AM

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that makes sense, no idea what emails they are referring to

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now I'm confused what they are alluding to changing via API

clever bough Nov 9, 2023, 5:33 AM

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i guess a good start here would be to check in with your connected account user to find out what email they're talking about first

hardy dagger Nov 9, 2023, 5:33 AM

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sorry for the trouble, will get some more details

clever bough Nov 9, 2023, 5:33 AM

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if it looks like an email sent by Stripe, you can reach back out to support with a screenshot of that email, and the email address which your connected account received it from, our support team will take a closer look

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no worries, i think it can be a bit confusing sometimes

hardy dagger Nov 9, 2023, 6:00 AM

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I have no concrete example but have been told its related to verification processes and document ID requests

clever bough Nov 9, 2023, 6:06 AM

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do you have the account id? Can you paste it here for me to take a look? It'll have the prefix acct_

hardy dagger Nov 9, 2023, 6:06 AM

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acct_1Nphq5Qbs7j21tVe

clever bough Nov 9, 2023, 6:09 AM

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i don't see Stripe sending any emails to them

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sorry to repeat myself, but you'll want to get them to screenshot the email they received (redact any sensitive info) to take a look if that's really from Stripe, and also to share the email address they received that email at

hardy dagger Nov 9, 2023, 6:11 AM

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no worries, thanks for checking

clever bough Nov 9, 2023, 6:12 AM

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it's entirely possible that they may have another account with Stripe and not realize that's not related to you (the platform)

hardy dagger Nov 9, 2023, 6:13 AM

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I am wondering the same

clever bough Nov 9, 2023, 6:13 AM

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that's why the email address they're receiving that verification email at is important for Stripe Support to look into it

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and how the email looks like

hardy dagger Nov 9, 2023, 6:13 AM

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I do know the email address

clever bough Nov 9, 2023, 6:13 AM

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you'll want to reply to Stripe Support with that email address

#joshua.r_