Stripe Frequently Asked Questions

If you’re new to Stripe or looking to better understand how it works, this FAQ guide covers the most common questions businesses and developers ask. From account setup and payments to security and fees, you’ll find clear, concise answers designed to help you get the most out of Stripe’s powerful payment platform.

Getting Started

• How do I sign up for Stripe?

  For existing Aluvii customers, to sign up with Stripe, email joand@aluvii.com. For all new Aluvii customers, our Implementation and Accounting teams will assist you with getting signed up during your training and implementation phase.

• What do I need to sign up for Stripe?

  To create an account, an application form will be sent to you by our Sales team. When activating your account, you’ll provide details about your business and personal identification, like photo ID and address verification. Note that in order for the account to work with Aluvii, the account has to be setup under our platform account. Standard Stripe accounts won't work.

• What is the process, and how long will it take?

  In most cases, the application takes 10 minutes to complete and account approval is instant. The first payout for a new Stripe account can be as soon as 2 business days after the first successful payment.

• What should I do if I have trouble signing up for Stripe?

  Reach out to our Sales or Support team, and they will be happy to assist you if you have any trouble signing up.

• Can my account be rejected?

  Due to regulatory requirements, various restrictions apply to Stripe’s operations, outlined in the Stripe Services Agreement. You can also find more details in the Stripe Docs. 

Managing your Stripe Account

• How can I learn more about the Stripe Dashboard?

  For a detailed overview, visit Stripe Support to learn more about the Dashboard.

• I can’t log in due to 2FA or password issues. What should I do?

  You can reset the password for your Stripe account in the Dashboard. For help with two-step authentication, check these troubleshooting guides: Cannot complete the two-step authentication step while signing into Stripe, and Sign in to your Stripe account without a 2FA device and/or backup code

• How do I update my bank account number?

  The bank account on your Stripe account is being used for Stripe to send payout deposits to you.
  Here are the instructions for how to update your bank account on Stripe.

• How do I update my business details?

  You can update your business details by navigating to Business settings in the Stripe Dashboard.

• How do I change the owner of a Stripe account?

  Here are the instructions for transferring ownership of your Stripe account.

Stripe Payments

• What are the costs of using Stripe? Are there hidden fees?

  Stripe charges a processing fee for each payment. Aluvii will work with you to get the proper fee structure in place. Stripe uses a flat rate model which is more clear and transparent pricing. There are no hidden fees. Contact Aluvii sales team for more detail on fees.

• How do I take my first payment?

  You can sell a product in the Aluvii POS system, and when you get to the payment screen, click the "Credit-Sale" option and choose the registered card reader from the drop-down list. Proceed with completing the transaction.

• What payment types are supported?

  Stripe supports a broad range of payment types. Aluvii's integration with Stripe supports payment types such as ApplePay, Google Pay, Affirm, etc. For a full list of payment methods, check out the Stripe Guide to payment methods or contact Aluvii.

• What will customers see on their statements? Can I set up a statement descriptor?

  You can set a custom statement descriptor in the Stripe Dashboard. This will appear on your customers’ statements for all charges. Learn more about how statement descriptors work.

• How do I issue a refund?

  We recommend doing the refund on the Aluvii POS. But if circumstances won't allow you to, Stripe allows you to issue full or partial refunds easily. Learn how to process refunds, understand the timeline for them to reach customers, and see what to do if there’s an issue. Note that if refunds are processed outside Aluvii, it won't be reflected or recorded in Aluvii reporting.

• What is a reserve, and why might I have one?

  Reserves are funds set aside to protect against potential negative balances from refunds or disputes. Most reserves are temporary. You can read about common reasons for having a reserve here.

• How do I access my reports?

  In addition to the reports provided by Aluvii, you can find various reports in the Stripe Dashboard. Learn more about Stripe financial reports.

Stripe Payouts

• How long does it take to receive payouts?

  Typically, your first payout will be available 2 days after your first successful payment in the USA, and 3 days in Canada. For subsequent payouts, timing depends on your sign-up country You can adjust your payout schedule in Payouts settings within the Stripe Dashboard, which defaults to daily payouts. Learn more about how payment settlement works and timing here.

• Why doesn't my payout or deposit match my total payment volume for the day?

  Stripe deducts its fees automatically and immediately from each payment, and the net amount (after fees) is accumulated in your Stripe balance. Fees are not billed separately or collected later—they are subtracted upfront from the gross payment amount. Therefore, to see the fees more clearly, you'll need to rely on the Stripe reports rather than a bank account withdrawal amount at the end of the month. 
  
  The money from the stripe balance is later transfered your linked bank account on a schedule. The amount deposited represents the net amount, minus refunds and minus chargebacks. To see more detail about the fees collected by Stripe, use the Fees Report or the Balance Summary.

• What does a negative payout balance mean?

  A negative balance may occur if refunds or disputes exceed your available funds. Visit Stripe Support for guidance on resolving negative balances.

• My bank returned a payout. What happens now?

  If your bank returns a payout, it may take a few days for it to reach Stripe. Please contact Stripe Support to confirm the status of your payout. If your bank account information is incorrect or closed, be sure to update it to prevent future issues.

• I accidentally sent a payout to the wrong bank. How do I correct this?

  If you entered incorrect bank account details in Stripe, payouts would go to that account. If the account doesn’t exist, the funds should return to your Stripe balance within five business days. If they haven’t returned by then, please contact Stripe Support.

• Why is my first payout delayed?

  The first payout for a new Stripe account occurs seven days after the first successful payment. This delay is necessary to help mitigate risks associated with credit services. Changes to your payout schedule during this time will take effect afterward. You can find more information about payout schedules here.

• Why might my payout be delayed?

  Most payout delays are due to account verification issues. If there’s a problem, you’ll receive an email from Stripe, or you can check notifications in your Stripe Dashboard. Common verification requirements include:

  • Website URL

  • Tax number

  • Identification

  • Address

  • Bank Account

  Learn about other potential causes for payout delays.

• If you have any questions after your Stripe account has been created, the Stripe AI support agent is EXCEPTIONAL, and we encourage you to use it liberally. To launch it:

1. Log in to your Stripe Dashboard.
2. Click the Help icon (question mark) in the top right-hand corner of the screen.
3. Alternatively, click on one of the AI-driven prompts in the Understand your payments section of your Payments analytics page.