In short
Why did Stripe pause my payouts?
Often because a verification requirement is still open: Stripe says a payout date that keeps moving is most likely due to one. Check the Dashboard and your email for requests for more information. A reserve can also hold back part of your funds to cover future disputes and refunds.
Find out what Stripe is asking for
Stripe tells you to check both the Dashboard and your email for requests for more information. Reserves are shown on the Balance page of the Dashboard.
What a reserve is
Stripe describes a reserve as a temporary hold on a portion of a business's funds for a set period, to cover expected disputes and refunds. Stripe says a reserve doesn't affect your ability to keep accepting payments.
At the end of the reserve period, funds not needed for disputes or refunds are released in full. A few days before a reserve expires, Stripe reviews the account again and may remove, lower or extend it.
What Stripe may ask for in a review
Stripe says it reviews your business model, processing history, reputation and financial stability, and whether customers get clear contact details and refund, cancellation and delivery policies. It may ask for:
- Bank balance and transaction history, financial statements and management accounts
- Details of your business model, funds flow and suppliers
- For physical products: three non-stock photos of the products and the stock you keep, plus supplier purchase orders or tracking numbers from the last 60 days
- For physical services: photos of your equipment, itemized customer invoices and 6 months of business bank statements
- If you've processed for less than 90 days: 6 months of statements from your previous payment processor
How to respond
- 1Reply from the Dashboard or to Stripe's own email, not to a link someone else sent you.
- 2Give as much detail as possible and attach supporting documents, as Stripe asks.
- 3Keep your contact details up to date so requests reach you.
- 4If you can't provide something, tell Stripe as soon as possible so alternatives can be discussed.
If your account is closed or rejected
Stripe says that in rare cases, when a business is judged very high risk, has stayed in a card network monitoring program for a long time or breaks the Stripe Services Agreement, the account may need to be closed.
If an account was rejected because of prohibited products, Stripe says you can remove them and ask it to take another look. Stripe also says it may not always be able to share full details of its decisions.
Paid through a platform?
If you get paid through a marketplace or app that uses Stripe, some requests and payouts are handled by that platform. For some account types, Stripe says to ask the platform to contact Stripe Support.
Frequently asked questions
Can I still accept payments while Stripe holds a reserve?
Yes. Stripe says reserves don't affect a business's ability to keep accepting payments.
When will I get my reserved money?
At the end of the reserve period, minus any disputes or refunds the reserve covered. Stripe reviews the account a few days before the end and may remove, lower or extend the reserve.
Can you contact Stripe on my behalf?
Requests are answered from your own Dashboard and email. We help you understand what Stripe is asking for and prepare a clear, complete reply with the right documents; you send it.
Official sources
The platforms' own help and policy pages. We are not affiliated with them.
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