Most Stripe Connect verifications are auto-approved in seconds. The ones that get stuck usually share a few causes. This article diagnoses them.
Check the Stripe Express dashboard first
Most actionable information lives in Stripe's own dashboard, not ours. Go to dashboard.stripe.com/express and log in with the email you used during the Stripe Connect setup.
The dashboard shows:
- Your account status.
- Any pending verification requests with specific instructions.
- Capabilities (charges enabled, payouts enabled).
- Bank account on file.
If there is a pending request, follow Stripe's instructions. We cannot complete these for you; Stripe owns the verification flow.
Common states and what they mean
"Action required"
Stripe needs more information. Examples:
- A photo of an ID (driver's license, passport).
- A selfie matching the ID.
- Proof of address (utility bill, bank statement).
- A business registration document (if you onboarded as a company).
- Tax ID verification.
Open the action and upload what is asked. Decisions usually come back within 24 hours.
"Restricted"
Stripe has paused charges or payouts. Reasons:
- Identity verification incomplete after multiple requests.
- Unusual transaction patterns (chargeback spikes, etc).
- Failed bank account verification.
The dashboard explains what is restricted. Address it.
"Under review"
Stripe is manually reviewing your account. Wait. Usually completes in 1-3 business days.
If it has been more than a week, contact Stripe support via the chat in the Stripe dashboard.
"Inactive"
Stripe has determined your account is no longer eligible for Connect. Reasons are usually severe (suspected fraud, sanctions list match, etc).
Contact Stripe support directly. We cannot help with re-instatement.
Specific stuck scenarios
"Stripe says my account is fully verified but on MoveMentors it still shows as pending"
Most likely: webhook delay. Stripe sends us a webhook when capabilities change; occasionally there is a delay or a missed delivery.
Fix:
- Go to /mentor/settings/payments.
- Click "Refresh Stripe status".
- We re-query Stripe directly.
If the status is still wrong after refresh, email support with your Stripe account ID and we will manually reconcile.
"Stripe asked for my SSN but I am not in the US"
Stripe asks for the tax ID relevant to your country:
- US: SSN or EIN.
- UK: National Insurance number.
- EU: VAT number (for businesses) or local tax ID (for individuals).
- Australia: ABN or TFN.
- Brazil: CPF or CNPJ.
If Stripe is asking for the wrong country's ID, you may have set up the Connect account with the wrong country. Email support and we can help reset.
"Bank account verification keeps failing"
For US accounts, Stripe uses microdeposits or Plaid to verify the bank account. Microdeposits take 1-2 business days; you watch your bank for two small deposits and enter the amounts back in Stripe.
If they never arrive: the account number you entered may be wrong, or the account does not support ACH credits. Double-check the account number with your bank.
For international: similar process with local equivalents.
"Stripe says my business is not eligible"
A small number of business categories are restricted by Stripe (cannabis, adult content, certain regulated services). Yoga / pilates / movement classes are NOT in this list. If Stripe flagged you wrongly, contact Stripe support and clarify; they can re-categorise.
"My account is in 'capable' status but charges are not enabled"
Capabilities are separate from account status. Even a fully approved account needs the "charges" capability explicitly enabled.
Check /mentor/settings/payments for the capability status. If charges are off, go to your Express dashboard and check what is blocking; usually a piece of remaining verification.
When charges are enabled but payouts are not
You can take card payments; the money accumulates in your Stripe balance until payouts are enabled.
This is usually a verification step Stripe wants to complete before sending money to your bank. Common requirements:
- Confirmed bank account.
- ID verification at a higher level.
- Tax ID verification.
The dashboard explains what is pending. Resolve and payouts enable, usually within a day.
You can keep taking bookings during this period; just know the money sits in Stripe until payouts unlock.
When to contact Stripe vs MoveMentors
| Issue | Contact |
|---|---|
| Stripe is asking for documents | Stripe (follow the dashboard instructions) |
| Stripe rejected your verification | Stripe support |
| MoveMentors shows your status incorrectly | MoveMentors support |
| Charges fail with a Stripe error code | Stripe support, or both if persistent |
| Payouts not arriving | Stripe support |
| You want to disconnect Stripe | MoveMentors (settings page) |
| You want to delete your Stripe account | Stripe |
Common questions
Stripe approved my account but cancelled a specific charge. Why? Individual charge failures are separate from account-level verification. The charge may have failed for the cardholder's side reasons (card declined, fraud flag on the buyer, etc). See payment failed for the buyer-side troubleshooting.
Stripe is asking me to re-verify after years. What changed? Stripe periodically re-verifies accounts, especially after volume thresholds or KYC policy updates. Complete the requested verification; the account continues normally.
Can I have multiple Stripe Connect accounts on MoveMentors? No. One Stripe account per MoveMentors account. If you run multiple distinct businesses, run multiple MoveMentors accounts (one per business).
My Stripe account was deleted. Can I reconnect? You can connect a new (or existing different) Stripe account at any time via the settings page. Past Stripe charges on the deleted account stay in the historical record (they cannot be refunded since the account is gone; affected students should be refunded out-of-band).
Next steps
- Stripe Connect setup: the initial setup.
- Stripe Connect explained: the architecture.
- Accepting payments: the broader payment-method discussion.