Why can't I connect my own Stripe account?
Payment accounts are provisioned by our team, not self-serve. Request setup on the Finances page, then complete Stripe verification yourself.
Because payment accounts are set up by our team, not self-serve. That is deliberate: payment accounts involve identity and fraud checks we run on our side first, which keeps the platform safe and spares you a long onboarding form. There is no "Connect Stripe" button, and its absence is not a bug.
How it works:
- Click Request payments setup on the Billing & Payments → Finances page. The request reaches our team from inside your account.
- Our team provisions your payment account, usually within 1 to 2 business days.
- The Finances page then shows a verification step, run by Stripe. Complete it and you are live.
If you already run a Stripe account for your business, say so when you reach out; we can connect the existing account so your payouts and banking carry over.
If your account is already provisioned
This is the part people get stuck on, so it is worth being blunt about it.
Once step 2 is done, you are no longer waiting on us. Step 3 is Stripe verifying who is legally responsible for the account, and it commonly asks for the representative's Social Security number and a photo ID. Until Stripe accepts those, charges stay switched off and families cannot pay, even though the rest of your account looks ready.
The Finances page lists exactly what Stripe is still waiting on. If it names an item, that item is yours to complete. Contacting us will not move it along, because those details go straight to Stripe and we never see them.
See Billing says it is set up but parents cannot pay.
Related: Enable online payments, Where is my first payout?.