Or your question might be: Where is the group subscription or event group ticket payout?

 

This article applies to clients who are using the app for subscription membership subscriptions, paid events, and other products. It explains how to research and determine what's going on with an expected payout of funds from the app to your bank account. 

 

Instructions

1. Login to the app and go to the subgroup or event group with the merchant account. 

2. On the group header, tap the Subscriptions button for a subgroup or tap the Edit Tickets button for an event group.

3. On the next screen, tap the Merchant tab.

4. Tap the View Stripe Dashboard button. 

5. Follow the Stripe authentication instruction to proceed. You will then be directed to your Stripe Express page.

6. Go to the Transactions section to review the latest activities on your merchant account. One type of activity will show the payout with the date, amount, and status.

 

  Use the activity and time filters to narrow down the records you see on the transactions list.

       

 

What if the money is not showing on my bank account balance?

 

Payout is missing (payout date is less than 5 business days ago)

 

The payout funds left Stripe and is being processed by your bank. Banks can add extra days, including holidays and weekends. Once the bank has processed the payout, the money will be deposited into your account automatically. While the payout left Stripe, the bank may not yet have an update.

 

 

Payout is missing (payout date is more than 5 business days ago)

 

If your expected payout has not landed in your bank account after 5 business days, submit a support ticket to request for what's called the trace ID of the payout. Choose the ticket category "Purchases and Subscriptions." In the ticket message, provide the following:

• The name and email linked to your merchant account
• Payout amount 
• Payout date as shown on your Stripe Express page

 

After getting the trace ID, contact your bank for an update. Speak with a bank supervisor or manager. A normal teller cannot help sometimes. Provide the bank with: 

• Bank account details
• Date expected
• Exact amount
• Payor is Stripe
• Trace ID, also known as reference number or something similar  

 

The bank should be able to trace the money. If the bank fails to trace the funds or is unable to locate the missing payout after 5 business days, then ask the bank for a letterhead notice advising they cannot trace it. Provide a copy of this letterhead notice by attaching the file to the support ticket. We will escalate the issue with Stripe support.