Stripe Connect onboarding — troubleshooting guide

Stripe Connect Troubleshooting

This guide covers the issues we see most often when clients connect their Stripe account. If you're stuck, run the diagnostic at Settings → Payments → Run diagnostic first — it tells you exactly which step is failing.

1. "Failed to start Stripe setup"

This is shown when the click on Connect Stripe never reaches Stripe at all. Common causes:

• Email mismatch — the email on your TicketWave account isn't valid for Stripe (e.g. role addresses like noreply@). Update it under Settings → Profile and try again.
• Network issue — check status.stripe.com. If Stripe is degraded, wait a few minutes.
• Restricted account — if you previously created a Stripe account that was rejected, you'll need to disconnect it from TicketWave (Settings → Payments → Disconnect) and start fresh.

2. "Stripe doesn't support Connect onboarding in your country"

Stripe Connect Standard accounts are only available in supported countries. If yours isn't on the list, you'll need to:

• Pick a different country during onboarding (must be one where you have a registered business and bank account), or
• Wait for Stripe to add support — we cannot work around this on our side.

3. Onboarding completes but I see "Verification pending"

You returned from Stripe but the diagnostic shows Charges Enabled: NO. This means Stripe needs more information before they'll let you take live payments. Steps:

1. Sign in to dashboard.stripe.com with the same email you used to create the account.
2. Look for the yellow banner at the top — it lists exactly what Stripe needs (usually identity documents, proof of address, or beneficial-owner details).
3. Upload everything Stripe asks for. Verification usually completes within 1 business day.
4. Once Stripe shows "Active", come back to TicketWave and run the diagnostic again — it should turn all green.

4. "Charges enabled" but "Payouts not enabled"

This means Stripe will accept money on your behalf but cannot pay it out yet. Almost always a bank-account problem:

1. Sign in to dashboard.stripe.com → Settings → Bank accounts.
2. Make sure there is at least one verified bank account in the same currency as your events.
3. If Stripe sent micro-deposits to verify, enter the amounts they sent.
4. For some countries Stripe requires a copy of a recent bank statement — upload it where prompted.

5. "Past due" or "Currently due" requirements

Stripe periodically asks for refreshed documents (e.g. when an ID expires, or when you cross a revenue threshold). The diagnostic shows the count and the first three items in the list. To resolve:

1. Sign in to dashboard.stripe.com.
2. Click the yellow notification at the top, or go to Settings → Account details.
3. Provide the requested information before the deadline shown next to each item.

If you ignore these, Stripe will pause payouts until everything is resolved — you can still take payments, but the money won't reach your bank.

6. Currency mismatch warning

Your Stripe account default currency doesn't match the currency on your TicketWave events. This is allowed but you'll pay Stripe's currency conversion fee on every payout. Either:

• Change your event currency to match your Stripe account, or
• Add a bank account in the matching currency on Stripe (some countries support multi-currency bank accounts).

7. Stripe says "Account invalid" or "Account restricted"

Stripe has flagged the underlying account — usually for chargeback rate, prohibited business category, or unverified identity. We cannot lift this on your behalf. Contact Stripe support directly via support.stripe.com. Once Stripe restores the account, your TicketWave integration will work again automatically.

8. Still stuck?

Email support@ticketwavehq.com with:

• The output of Settings → Payments → Run diagnostic (a screenshot is fine)
• The error message you saw, word-for-word
• The country and business type you used during Stripe onboarding

That's enough for us to escalate to Stripe on your behalf if needed.