# 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:

1. **Jay Platform Support**: Your primary contact for most issues
2. **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:

1. Log in to your Stripe Express Dashboard
2. Click on "Support" or "Help" in the dashboard
3. Select the relevant issue category
4. Follow the prompts to submit your request


You can also access Stripe support at:

- [support.stripe.com](https://support.stripe.com)
- Email: support@stripe.com