#sote_13814-account-support
ivory spadeBOT
@gray bronze :question: Have a non-technical question, account issue, or need one-on-one support? We wish we could help, but this community is focused on developers and technical discussions. Our support team will be able to assist you better than we can: https://support.stripe.com/contact
cobalt summit
We can't help with account verification issues in this channel. Only our support team can assist with this.
gray bronze
as developers, can you provide me with any options as to how i can verify my identity without a physical document in front of me? as in, can i print a photo copy of my ID and do it that way?
cobalt summit
No, we can't advise on this. Our support team should be able to provide you with the available options for identity verification
gray bronze
are you guys able to tell me why the call systems and chats are down for your support team, and no one has gotten back to me within the 24 hour window even though that is what your submission page claims they will do?
cobalt summit
No, I don't have visibility into this. If you're logged into your account, you should see any available support options at https://support.stripe.com/contact
gray bronze
This is what your team claims to provide for all customers alike. This is not the case for my situation right now, there is no call options available, no chat options, and emails are not getting any response.
cobalt summit
You can select the topic under "What can we help you with today?" to see if any of the options change based on the topic you choose.
If for some reason, you can't access your account, you can write in to us via this form instead (no need to log in): https://support.stripe.com/contact/email
gray bronze
i've written in several times, and have received no responses
this claims to return my message within 24 hours - it has been 24 hours if you see the date on my email
i have clicked through the entire menu and none of the options have changed for me to receive immediate support
cobalt summit
I removed the screenshot above since it included your email address
gray bronze
cobalt summit
This means email is the only option for interacting with our support team at the moment
gray bronze
This ad on your website claims to provide 24x7 support via phone, email and chat. I've received no support from either of these things. As a small business, this can be detrimental to my operations. My email has not even gotten a response from the support team which claims it will be returned within 24 hours. Can you provide your customers with an explanation as to why your phone and chat services are not available?
cobalt summit
No, I can't, as this channel is specifically for developer/technical questions.
gray bronze
I'm pretty sure this is a technical question - if i were to refund each one of my clients via stripe, will you guys give me back the transaction fees that you've taken out? I am a luxury service provider, specifically, a wedding photographer. My transactions are all $800 - $1000, your fee collection should be in the hundreds with me per year. Will my customer receive the refund in its entirety
cobalt summit
Generally, fees from the original transaction are not returned to you. Fees are also something that our Support team is better equipped to help with
gray bronze
I see. I'd really appreciate it if someone from the developer team could fix the issue concerning this 24x7 support staff which is not true. I've been left in the dark, my funds have been held, and my relationship with my clients are being destroyed because they cant trust where their money is being sent. If there is any way you could connect me to a support person, i would really appreciate it. I understand this is for techincal support only.
cobalt summit
Understood. I can't connect you directly to our support team from this Discord channel. If you're still waiting on a reply from our support team, I recommend replying to the thread you have with them or opening a new thread at https://support.stripe.com/contact/email