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Stripe Frequently Asked Questions (FAQ)

Carly Rayford
Updated

Payment Methods Available

Stripe supports a wide range of payment methods. Availability may vary by region and account configuration.

Supported payment methods include:

  • Credit Cards – Visa, Mastercard, American Express, Discover, and other major card brands

  • Apple Pay* – Fast, secure checkout using Apple Wallet

  • Google Pay* – Payments using cards stored in Google Wallet

  • Link – Stripe’s one-click checkout for returning customers

  • Affirm* – Buy-now, pay-later financing option

    • Affirm Requirements

      • Affirm requires a contract amendment and additional fees may apply.

      • Affirm requires full billing address details in order to be available and function correctly on a Stripe account.

    • The following billing fields are required at checkout:

      • Street Address

      • City

      • State / Province

      • Zip / Postal Code

      • Country

Important Notes:

  • Payment methods marked with an asterisk (*) require coordination with our Ticketing Services team for setup and activation.*

  • Not all payment methods are available in all regions.

  • This list may not include all Stripe-supported payment methods.

  • Availability can change based on Stripe offerings and regional limitations.

  • Apple Pay and Google Pay payments are processed and reported as standard credit card transactions. They are included in Stripe reporting, payouts, fees, refunds, and accounting exports the same way as any other card payment.

Getting Started with In-Person Payments (Recommended Order)

To successfully process in-person payments, the following steps must be completed in order:

Step 1: Enable In-Person Payments in Stripe

Log in to your Stripe account.
Note: You must have Administrator access to set up in-person payments.

From the Stripe dashboard:

  1. Click More (top or left navigation).

  2. Select Terminal readers: Collect in-person payments from the slide-out menu.

  3. Click Get Started to enable in-person payments for your account.

Step 2: Create a Location in Stripe

Every Stripe account must have at least one Location before in-person payments can be enabled.

A Location represents where your physical Stripe readers operate. If readers move frequently, the Location can represent a primary business address.

How to create a Location:

  1. Log into Stripe

  2. Go to More → Terminal Readers

  3. Next to Locations, click + New

  4. Enter and save the Location details

Step 3: Purchase Stripe Readers

Available readers vary by region and account settings. When logged in, Stripe will only show devices available to your region.

Available Readers

  • United States: BBPOS WisePOS E (WiFi), Stripe Reader S700

  • Canada / Australia / United Kingdom: BBPOS WisePOS E (WiFi), BBPOS WisePad 3, Stripe Reader S700

How to purchase readers:

  1. Go to Payments → Terminal

  2. Select Hardware Orders → Shop

  3. Choose your reader

  4. Add quantity and proceed to checkout
    Note: Ethernet connections may require a separate dock.

Who should purchase readers?
We recommend clients purchase readers directly through their Stripe dashboard. Please contact our team before ordering if you want help confirming the correct device.

Step 4: Connect (Pair) the Reader to Stripe

You must have a Location created before pairing a reader.

On the reader:

  1. Power on and connect to WiFi
    (WPA/WPA2 Personal, password-protected networks only)

  2. Choose language and country

  3. Swipe the screen from the top left corner to bottom right corner, and enter the passcode (07139 - this is the preset administrator code. This can be changed to a personalized code).

  4. Open settings and Generate pairing code
    (3-word phrase with hyphens)

In the Stripe Dashboard:

  1. Go to More → Terminal Readers

  2. Select the correct Location

  3. Click Register Reader

  4. Enter an optional label and the exact pairing code

  5. Save

Once registered, the reader will update and reboot automatically.

Step 5: Select the Reader in Nliven

After the reader is paired in Stripe, log into Nliven → Tools → POS settings and select the correct terminal for in-person transactions. 

More information about Point of Sale Functionality in the Nliven Web Application can be found here.

Managing Stripe Users & Permissions

Adding Team Members

  1. Log into Stripe

  2. Go to Settings → Business Settings → Team

  3. Click + New Member

  4. Enter email address(es)

  5. Select a role and send the invite

  6. Click Invite

Only one role can be selected per invite. Repeat the process for different roles.

What Stripe roles are available?

Stripe offers several predefined roles. Full descriptions are available directly in Stripe.

Commonly used roles:

  • Administrator – Full access, including payments, refunds, and bank details

  • Analyst – Reporting, refunds, payouts, and dispute management

  • Developer – API access and secret keys

  • Dispute Analyst – Dispute review and evidence submission

  • View Only – Read-only access with reporting exports

Descriptions for each available role can be found here.

Bank Accounts & Ownership

Updating Bank Information

  1. Go to Business Settings → External Payout Accounts

  2. Click + Add Bank

  3. Edit or replace the existing bank account

Only one bank account is supported.

Changing Account Ownership

  1. Invite the new owner as an Administrator

  2. Once accepted, go to Team Settings

  3. Select Transfer Ownership

How do I update Stripe account ownership if the original owner is no longer with the company?

If the original Stripe account owner is no longer with your organization, the ownership transfer process is slightly different than a standard ownership change.

Because your Stripe account is a Standard connected account, Stripe requires that this request be initiated directly by the new account owner, not through TixTrack or within the Stripe dashboard.

Required Process

The new account owner must contact Stripe Support directly using the email address they intend to use as the owner going forward.

Stripe requires this request to be submitted via email support, not live chat.

Steps:

  1. Visit Stripe Support

  2. Select the option to contact Stripe Support by email

  3. Submit a request including the information listed below

Information to Include in the Request

The email to Stripe Support should include:

  • Stripe Account ID

  • Legal business name of the organization

  • Email address of the former account owner

  • Confirmation that the former owner is no longer with the organization

  • Name and email address of the proposed new account owner

Providing all of this information upfront helps avoid delays.

What to Expect Next

  • Stripe will review and verify the request

  • Verification may include a phone call with the new owner to confirm identity and authority

  • Once verified, Stripe will update the account owner and restore full administrative access

Typical turnaround time: 1-3 business days, depending on verification requirements.

Stripe Terminal Customization

Updating the Home Screen Logo

(Supported on WisePOS E and S700 only)

  1. Go to More → Terminal Readers

  2. Select the Location

  3. Click Reader Settings

  4. Choose reader(s)

  5. Upload logo (follow image requirements)

Disputes & Fraud Management

Managing Disputes

Email Notifications for Disputes

Each user can enable notifications under:
Profile → Communication Preferences → select the communications you would like sent to you

Note: Each user must do this if they would like to receive communication. 

How do I challenge disputes and upload documents to do so?

Stripe offers a lot of help and guidance when submitting evidence against a dispute. We recommend that you use these resources to help when submitting evidence against a customers claim. 

  1. Open the dispute response form: Click Counter dispute
  2. Tell us about the dispute: In the first page of the form, tell us why you believe the dispute is in error and the product type of the original purchase.
  3. Assemble your evidence: The second page of the form has a dynamic set of sections representing the most relevant details you can provide for your individual case.
  4. Background evidence: refund policy details , customer details, service details, etc.
  5. Submit evidence

Managing My Fraud Prevention

What general rules do I have at my discretion?

Your Stripe account includes two block lists (Email & Card Fingerprint) that you can add customers' information to block future payments. 

  • Card fingerprint - The fingerprint of the card being used to make the payment. The card fingerprint is a unique Stripe identifier of a particular card number (for example, lNkh3x3xX7Rnuy). It’s a property of the Card object and you can see it in the Dashboard when viewing a payment.
  • Email - The first email derived from the charge, card, or customer objects, in that order (for example, jenny.rosen@example.com).

How do I block a customer by email or credit card?

In order to add the customer's information to the block lists, to block future payments, you will need to take the following actions:

  1. Find the specific payment with the customer information
  2. Click on the three dots in the top right hand corner
  3. You will see a modal popup where you can add this customers email, card fingerprint, or both to the block lists.

How do I view my fraud prevention lists?

  • Once logged into your Stripe account, select 'Fraud Prevention' 
  • Navigate to the 'Lists' tab
  • Click into the list that you would like to manage

Additional Block Rules and Conditions

You have the following block rules and conditions that you can enable/disable at your discretion:

  • Request 3DS if 3D Secure is recommended for card
    • Payments will request 3D Secure authentication if the card supports 3DS authentication with minimal conversion loss. This rule will not apply to authenticated payments created with Apple Pay or Android Pay.
  • Block if payment matches one or more values in default Stripe block lists
    • A payment will be blocked if it matches one or more items in your default Stripe block lists.
  • Block if CVC verification fails
    • A payment will be blocked if the card's issuing bank cannot verify the CVC.
  • Block if Postal code verification fails
    • A payment will be blocked if the card's issuing bank cannot verify the billing postal code. 

How do I set additional rules beyond what I currently have access to?

You will need to reach out to our team for support. Our fraud department will review your account and request. If agreed, we will then reach out to Stripe and have Radar for Fraud Teams enabled on your account. Afterwards, our frauds team can proceed to add customized block rules to your Stripe account to help fight against fraud. 

Is there an additional cost to turn on Radar for Fraud Teams (RFFT), and if so how much does it cost?

Yes, there is an additional cost associated with RFFT. Please reach out to our support team to discuss. 

How should clients process bulk refunds when shows are cancelled?

Please reach out to our support team to coordinate bulk refunds.

Our team does require that your organization have enough funds available to cover the costs of the refunds prior to executing the request. 

Refunding

Can I refund directly in Stripe?

No — refunds should not be issued directly in Stripe.
All payment-related actions, including refunds, must be initiated from within Nliven.

Doing so ensures the refund is:

  • Properly reflected in both Nliven and Stripe, and

  • Tracked accurately for reporting and reconciliation purposes.

Refunding directly in Stripe can cause data mismatches and make it difficult to track refund history within Nliven.

How Stripe Refunds Work

All refunds are processed back to the original payment method used for the transaction.
This is a rule enforced by global card networks (Visa, Mastercard, American Express, etc.), not by Stripe itself.

This process ensures:

  • Consumer protection - funds always return to the original cardholder

  • Regulatory compliance - consistent financial recordkeeping

What If the Customer’s Card Is No Longer Active?

If the original card has been replaced, canceled, or expired, the customer’s bank or card issuer will typically route the refund to the customer’s new card or account automatically.

If the account is fully closed, the refund may fail and return to Stripe.

In those cases, the bank typically returns the funds to Stripe, and you’ll see a “refund failed” notice on transaction in question. 

At that point, you can issue the refund to the customer through another method (e.g., check, ACH, or manual payment).

When and how do I get paid from Stripe? 

Please refer to your contract to better understand your payment schedule and terms.

What do the following terms mean in Stripe in regards to my balances?

  • Available to pay out soon - These are funds that are still settling and are not yet available for payout. The time it takes for a payment to settle depends on the payment method used by your customer. Once your customer’s payment is processed, the dashboard will update to reflect the confirmed payment status (i.e., succeed, failed, etc.) and the funds will have settled.
  • On the way to your bank - Funds that have been paid out to your bank account. Typically, this field will only populate data on the actual day the payout was initiated.
  • Available to pay out - These funds are available for immediate payout/weekly reconciliation. Some accounts are on daily payouts; in this case Stripe sends the payout after the funds have settled.

Stripe Promotions

Why is there a $5 cash-back offer at checkout with Link?

Stripe will occasionally offer a cash back incentive to end users who choose to connect a bank account to Link for payment. The cash back is funded and managed entirely by Stripe/Link. The customer receives the cash back from Stripe as a direct deposit after completing a purchase per the offer terms. No portion of the cash back comes from the venue, promoter, or TixTrack, and the offer has no impact on ticket prices, order totals, gross sales, settlements, reporting, or payouts in any way. 

Please refer to the Link's promotional terms here. 

Reporting

You can view and explore all available reporting options directly in Stripe Reporting.

Stripe Test Cards

You can test payments with your Stripe Terminal reader using a physical test card. You can purchase readers and physical test cards from the Terminal tab in the Stripe Dashboard. 

More information on Stripe Test Cards can be found here. 

To set up test cards, please reach out to the Ticketing Services Team.

Where should I go for Stripe support?

If there are concerns regarding your Stripe account, please contact our team. We will investigate and if needed, can escalate to Stripe to get your concerns addressed.

You can also contact Stripe chat support directly from your dashboard while being logged into your account or at support@stripe.com

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