Mayoría auto-aprobadas en segundos. Las atascadas suelen compartir causas.
Check Stripe Express dashboard primero
Mayoría info actionable en Stripe's dashboard, no nuestro. dashboard.stripe.com/express.
Muestra:
- Account status.
- Pending verification requests con instructions.
- Capabilities (charges enabled, payouts enabled).
- Banco on file.
Pending request: follow Stripe instructions. No podemos completar; Stripe owns verification.
Estados comunes
"Action required"
Stripe needs more info. Ejemplos:
- Foto ID (driver, pasaporte).
- Selfie matching ID.
- Proof of address (utility, statement).
- Business registration doc.
- Tax ID verification.
Abre action y upload. Decisions usually 24h.
"Restricted"
Stripe pausó charges o payouts. Razones:
- Identity verification incomplete.
- Unusual transaction patterns (chargeback spikes).
- Failed bank verification.
Dashboard explica qué. Address it.
"Under review"
Stripe manually reviewing. Wait. Usually 1-3 días.
1 semana: contact Stripe support via chat en Stripe dashboard.
"Inactive"
Stripe determined no longer eligible. Razones severas (suspected fraud, sanctions list).
Contact Stripe support directo. No podemos help re-instatement.
Escenarios específicos
"Stripe verified pero MoveMentors muestra pending"
Webhook delay. Stripe envía webhook al cambio capabilities; ocasional delay o missed delivery.
Fix:
- /mentor/settings/payments.
- "Refresh Stripe status".
- Re-query Stripe directo.
Still wrong: email soporte con Stripe account ID; reconciliamos.
"Stripe pidió SSN pero no en EEUU"
Stripe pide tax ID relevante al país:
- EEUU: SSN o EIN.
- UK: NIN.
- UE: VAT (business) o local tax ID.
- Australia: ABN o TFN.
- Brasil: CPF o CNPJ.
Wrong country's ID: maybe setup wrong país. Email soporte help reset.
"Bank verification keeps failing"
EEUU: microdeposits o Plaid. Microdeposits 1-2 días; watch bank para dos small deposits y enter.
No llegan: account number wrong, o account no soporta ACH credits. Double-check con bank.
International: similar.
"Stripe says business not eligible"
Pequeño set restricted (cannabis, adult, regulated). Yoga/pilates/movement NO en list. Si flagged wrong, contact Stripe support recategorize.
"Capable status pero charges no enabled"
Capabilities separadas de account status. Approved account needs "charges" explicitly enabled.
Check capability status. Charges off: Express dashboard, qué blocking; usually verification piece remaining.
Charges enabled pero payouts no
Puedes tomar tarjeta; dinero acumula en balance hasta payouts unlock.
Verification step Stripe wants complete pre-bank. Common:
- Confirmed bank.
- ID verification higher level.
- Tax ID verification.
Resolve y payouts unlock, usually día.
Bookings durante; money sits en Stripe.
Cuándo contact Stripe vs MoveMentors
| Issue | Contact |
|---|---|
| Stripe pide docs | Stripe (follow dashboard) |
| Stripe rejected verification | Stripe support |
| MoveMentors status incorrect | MoveMentors |
| Charges fail con Stripe error code | Stripe, or both persistent |
| Payouts no arriving | Stripe |
| Quiero disconnect Stripe | MoveMentors (settings) |
| Quiero delete Stripe account | Stripe |
Preguntas frecuentes
¿Stripe approved pero cancelled specific charge? Charge failures separadas de account verification. Buyer-side reasons (declined, fraud flag). Ver payment failed.
¿Stripe re-verify after years? Periodic re-verifies, especially volume thresholds o KYC policy updates. Complete.
¿Multiple Stripe Connect en MoveMentors? No. Una per cuenta. Múltiples negocios distintos = múltiples cuentas MoveMentors.
¿Stripe account deleted, reconnect? Connect nueva o distinta existing cualquier momento. Past charges en deleted stay en historical (no podemos refund; affected students refund out-of-band).