awells-payout | Stripe Developers | Page 1

mortal cosmos Jan 6, 2022, 4:57 PM

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@slim lichen hi! do you have the acct_xxx ID of the connected account that the money was sent to?

slim lichen Jan 6, 2022, 4:58 PM

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acct_1JsSrxDH8vTRtzSE

mortal cosmos Jan 6, 2022, 5:03 PM

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Looks like a compliance problem with the account(we need more information from them, we emailed them in November when the account was created).

Since it's a Standard account the account holder should reach out to us themselves directly( https://support.stripe.com/email ) to work on activating their account

slim lichen Jan 6, 2022, 5:04 PM

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It looks like the account is completed, and payouts enabled from our dashboard?

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When viewing the account it says "This account has provided the required information to fully onboard onto Stripe. They can accept payments and receive payouts."

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Do we (the platform) have any visibility over this compliance problem?

mortal cosmos Jan 6, 2022, 5:05 PM

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yep but I think whatever tooling/process is used for specific type of intervention on this account doesn't update the API unfortunately, which I totally agree is not great.

slim lichen Jan 6, 2022, 5:07 PM

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is there anyway for the customer to know about this, from their own dashboard?/

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at the moment, they've reached out to us, since they have no visibility, and since we have no visibility, we've had to reach out to you too

mortal cosmos Jan 6, 2022, 5:12 PM

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I'd imagine it shows in their dashboard but it's possible something went wrong, usually this works but maybe the tooling for the intervention did something unexpected unfortunately and left things in an unideal state, I don't know, would have to be looked at. totally agree with you this wasn't ideal!
Anyway this can be resolved if the account holder reaches out to us. This channel is for developer API questions so this isn't my area! I'd suggest reaching out to our support team.

slim lichen Jan 6, 2022, 5:22 PM

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Awesome, thanks for your help 🙂

#awells-payout