Maioria auto-aprovadas em segundos. As travadas geralmente compartilham causas.
Cheque Stripe Express dashboard primeiro
Maioria info actionable no dashboard do Stripe, não no nosso. dashboard.stripe.com/express.
Mostra:
- Account status.
- Pending verification requests com instructions.
- Capabilities (charges enabled, payouts enabled).
- Banco on file.
Pending request: follow Stripe instructions. Não podemos completar; Stripe owns verification.
Estados comuns
"Action required"
Stripe precisa more info. Exemplos:
- Foto ID (carteira, passaporte).
- Selfie matching ID.
- Proof of address (utility, statement).
- Business registration doc.
- Tax ID verification.
Abra action e upload. Decisions usually 24h.
"Restricted"
Stripe pausou charges ou payouts. Razões:
- Identity verification incomplete.
- Unusual transaction patterns (chargeback spikes).
- Failed bank verification.
Dashboard explica o quê. Address it.
"Under review"
Stripe manually reviewing. Wait. Usually 1-3 dias.
1 semana: contact Stripe support via chat no Stripe dashboard.
"Inactive"
Stripe determined no longer eligible. Razões severas (suspected fraud, sanctions list).
Contact Stripe support direto. Não podemos help re-instatement.
Cenários específicos
"Stripe verified mas MoveMentors mostra pending"
Webhook delay. Stripe envia webhook na mudança de capabilities; ocasional delay ou missed delivery.
Fix:
- /mentor/settings/payments.
- "Refresh Stripe status".
- Re-query Stripe direto.
Still wrong: e-mail suporte com Stripe account ID; reconciliamos.
"Stripe pediu SSN mas não nos EUA"
Stripe pede tax ID relevante ao país:
- EUA: SSN ou EIN.
- UK: NIN.
- UE: VAT (business) ou local tax ID.
- Austrália: ABN ou TFN.
- Brasil: CPF ou CNPJ.
Wrong country's ID: maybe setup wrong país. E-mail suporte help reset.
"Bank verification keeps failing"
EUA: microdeposits ou Plaid. Microdeposits 1-2 dias; watch bank por dois small deposits e enter.
Não chegam: account number wrong, ou account no suporta ACH credits. Double-check com bank.
International: similar.
"Stripe says business not eligible"
Pequeno set restricted (cannabis, adult, regulated). Yoga/pilates/movement NÃO no list. Se flagged wrong, contact Stripe support recategorize.
"Capable status mas charges não enabled"
Capabilities separadas de account status. Approved account precisa "charges" explicitly enabled.
Cheque capability status. Charges off: Express dashboard, o que blocking; usually verification piece remaining.
Charges enabled mas payouts não
Pode receber cartão; dinheiro acumula em balance até payouts unlock.
Verification step Stripe wants complete pré-bank. Common:
- Confirmed bank.
- ID verification higher level.
- Tax ID verification.
Resolve e payouts unlock, usually dia.
Bookings durante; money sits no Stripe.
Quando contact Stripe vs MoveMentors
| Issue | Contact |
|---|---|
| Stripe pede docs | Stripe (follow dashboard) |
| Stripe rejected verification | Stripe support |
| MoveMentors status incorrect | MoveMentors |
| Charges fail com Stripe error code | Stripe, ou both persistent |
| Payouts não arriving | Stripe |
| Quero disconnect Stripe | MoveMentors (settings) |
| Quero delete Stripe account | Stripe |
Perguntas comuns
Stripe approved mas cancelled specific charge? Charge failures separadas de account verification. Buyer-side reasons (declined, fraud flag). Ver payment failed.
Stripe re-verify após years? Periodic re-verifies, especially volume thresholds ou KYC policy updates. Complete.
Multiple Stripe Connect no MoveMentors? Não. Uma per conta. Múltiplos negócios distintos = múltiplas contas MoveMentors.
Stripe account deleted, reconnect? Connect nova ou different existing qualquer momento. Past charges em deleted stay em historical (não podemos refund; affected students refund out-of-band).