When to Contact Stripe Directly
While most issues can be handled through the Jay platform support, there are specific situations where you may need to contact Stripe directly. This guide helps you understand when and how to reach out to Stripe.
Stripe vs. Platform Support
As a connected account holder, you have two support channels:
- Jay Platform Support: Your primary contact for most issues
- Stripe Support: For specific account issues that only Stripe can address
When to Contact Jay Platform Support
Contact Jay support first for:
- Questions about your integration with the Jay marketplace
- Issues with orders, products, or customer transactions
- Platform fee inquiries
- Account setup and onboarding assistance
- General payment processing questions
- Dashboard access problems
- Payout schedule changes
- Issues with funds availability
When to Contact Stripe Directly
Contact Stripe directly for:
Account Verification Issues
- Identity verification problems
- Business verification document submission
- Verification status inquiries
Compliance Matters
- Responding to compliance requests from Stripe
- Questions about Stripe's terms of service
- Clarification on restricted business activities
Direct Security Concerns
- Suspected unauthorized access to your Stripe account
- Assistance with two-factor authentication
- Reset of Stripe-specific security settings
Tax Documentation
- Questions about tax forms issued by Stripe (e.g., 1099-K)
- Tax identification number updates
- Tax filing assistance related to Stripe payments
How to Contact Stripe Support
When you need to reach Stripe directly:
- Log in to your Stripe Express Dashboard
- Click on "Support" or "Help" in the dashboard
- Select the relevant issue category
- Follow the prompts to submit your request
You can also access Stripe support at:
- support.stripe.com
- Email: support@stripe.com