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Stripe Troubleshooting

Stripe is the third-party payment processing engine behind Weave Payments. This article outlines frequently asked questions related to Weave’s payment processing. 

Weave Payments features are only available to U.S. customers.

Account Creation and Approval

How long does it take to get approved by Stripe?

In most cases, the account approval process is nearly instantaneous, and most users will be able to accept payments right away. If Stripe needs more information about a business or expects a longer delay in processing an account approval, they will reach out to you immediately, using the email you entered while creating the account.

Do I have to create a new Stripe account if I already have one?
Yes. You need to create a new account on Weave’s Stripe platform to process payments with Weave. For more information, see Setting Up Payments Account.
Can all of our locations use the same Stripe account?
You can use the same Stripe account for all your locations. However, it is not recommended because it will be very difficult to determine which customer paid at which location and which payment came from which location. Payment reconciliation becomes very difficult if you need to reconcile each location separately.
Why are we required to provide the owner’s Date Of Birth and Social Security Number?
According to the USA Patriot Act, financial institutions entering into a relationship with a business entity are required to verify business and owner information. Because of this act, each Stripe account needs a business representative who provides their date of birth and Social Security number.
What bank account do I use for my Stripe account?
The name of the bank account used for your Stripe Express Account must match your business name or DBA. Stripe manually checks for this within 30 days of a bank account being added and does periodic audits of existing accounts. This should also be the same name used for your tax documents or your account may be frozen due to an IRS check. Click here to learn more about updating your bank information.

Deposits and Banking Information

How long does it take to receive the first deposit?

In most cases, you will receive your first payout in 5-10 business days after you start processing live payments from your customers with Weave.

Tip: If it has been longer than 10 business days, check your email inbox for an email from Stripe regarding account verification.

After the first deposit, how long does it take to receive payouts?
Payouts of your available account balance are generated daily and contain payments processed two business days prior. For example, payments received on a Tuesday are paid out by Thursday, and payments received on a Friday are paid out by the following Tuesday.
Where can I update my bank information for Stripe?

You must have the user role of Payment Admin to access the Stripe Dashboard. 

  1. Log in to your Weave Portal
  2. Click Pay.svg Payments from the menu on the left navigation menu
  3. Select Settings from the dropdown
  4. Click the blue Stripe Dashboard hyperlink to go to your Stripe Dashboard. This is where you can change your banking details.

For more information, see Payment Account Settings.

Stripe Account Health

The health status of your Stripe account is shown in your Weave Portal.

  • Login to your Weave Portal
  • Click Pay.svg Payments
  • Click Settings
  • Look under Merchant Account and your business name to see your Payment and Payout status

Your Stripe account health is represented by an Active (green dot) or Inactive (red dot) status next to Payments and Payouts.

  • An Active Payments status allows you to process credit card payments.
  • An Active Payouts status allows any funds you capture to be transferred to your bank account

Inactive Payments or Payouts

The most common reason a payout is paused is due to a failed bank account verification. If either the Payments or Payouts status of your account is Inactive (red dot), open your Stripe Express Dashboard following these steps to see what additional information Stripe needs from your business to verify your or your business’ identity.

  • Log in to your Weave Portal

  • Click Pay.svg Payments

  • Click Settings

  • Click on the blue hyperlink that says Stripe Dashboard Alert.svg

  • Upload the information according to the alert on your Stripe Express dashboard

  • Upload this information

  • Click Save

If you still experience problems getting your Stripe account completely activated, please contact our Weave Payments Team.

Whitelist Stripe Domains

If you are having trouble getting the Stripe library to load on your Weave application or your terminal, or are experiencing periodic errors on the terminal, whitelist the following Stripe domains:

  • api.stripe.com
  • checkout.stripe.com
  • js.stripe.com
  • m.stripe.com
  • q.stripe.com
  • armada.stripe.com
  • files.stripe.com
  • gator.stripe.com
  • *.device.stripe-terminal-local-reader.net

If you receive the message "Stripe library failed to load," try clearing your cache and restarting the Weave desktop app.

Tip: You may need the help of the IT partner for your business to add or edit Stripe domains.

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