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Missing or Paused Payouts

Keywords: payouts paused, missing payout, payout not received

Jess Flake avatar
Written by Jess Flake
Updated over a week ago

You may be seeing a message that your Stripe payouts have been paused or payments have been blocked.

When your payouts are paused, you will not be able to transfer funds to your bank account, debit card, or any other external source. When your payments are blocked, it means you cannot receive payments through Spectora.

πŸ”΄ Note: The typical time for Stripe to review these documents is about 3 business days. Spectora does not have any hand in the document review process as this is done solely by Stripe. Because of this, we are not able to decrease the amount of time the review process takes.

How to Access Your Stripe Account

Accessing your Stripe account can easily be done through your Spectora settings. Follow the steps below to access your Stripe account.

πŸ’‘ Quick tip: Click on the video above to expand it in another window.

  1. Click "Settings"

  2. Click "Payments"

  3. Click "Payout Settings"

  4. You'll be redirected to your Stripe dashboard

How to See If Your Stripe Account Requires Additional Verification

  • Account verification issues are the most common causes of a delayed or paused payout. If your payouts are paused or delayed, Stripe will send you an email requesting further action.

    • This requested information may include a voided check, a bank statement, a bank letterhead, documentation of your EIN, your driver's license, or something similar.


  • Alternatively, you can visit notifications (bell icon in the top right corner) in your Stripe Dashboard to see the action required.


Locating a Missing Payout

  • Less than 5 business days late

    • If your expected payout was sent less than 5 business days ago, your payout funds have left Stripe and the payout is being processed by your bank. Bank processing can be delayed by weekends and holidays. Once the bank has finished processing your payout, the funds will be deposited into your account automatically.

  • More than 5 business days late

    • If the expected payout has not landed in your bank account after 5 business days, contact your bank for an update. You will need to provide the following information: bank account details, date expected, exact amount, and payor (Stripe). Use the Dashboard if needed to find the date expected and the exact amount.

πŸ’‘ Quick tip: Click on the video above to expand it in another window.

  1. On your Stripe dashboard, you can see your in-progress payouts

  2. You can also click "Transactions" at the top of your dashboard to locate all transactions

  3. You can also see the status of a payout by clicking on it

Frequently Asked Questions

  • My Stripe account says it is "missing customer support info" - what does this mean?

    • Customer support info is your contact information. You may need to add/update your phone number, website URL, or verify your email address.

  • My client is trying to pay and they're seeing an error that says "something went wrong initializing the payment processor" on the client portal. What does this mean?

    • If your client is seeing an "initializing payment processor" error, this typically means that your Stripe payments have been paused due to needing additional information. You'll need to access your Stripe account to update your information.

  • How do I contact Stripe?

    • You can email Stripe directly or search their article center using this link here.

If you have any questions or feedback, write into our chat bubble or email!

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