FAQ: Stripe Payments

  1. Why can't I withdraw money from my PlusGuidance account after I have set up my Stripe account?
  2. How long will it take before I get my session payments into my bank account?
  3. Do I get an email notification when I receive my money in my bank account?
  4. I have tried to set up a Stripe account after following your link on my Payments page, but it doesn’t accept my details. Could it be because I’ve used Stripe before?
  5. My country isn’t listed in the drop-down menu of available countries. What should I do?
  6. Is it possible to transfer separate transactions in one go/at the same time to your bank account rather than as individual transactions at different times?
  7. Do I have to provide my company number and VAT number to set up the Stripe account?
  8. The form requires I accept “I request and authorise Stripe to transfer to and from this bank account”. I’m a little uncomfortable about giving consent to Stripe taking money FROM my account. Why do I have to accept this?
  9. Can I still manually withdraw money via my PayPal account or transfer directly to my bank account?
  10. There is so much legal jargon in Stripe’s Terms of Service. Can you provide a plain English version of it so I know what I’m signing up for?
  11. It says in Stripe’s Terms of Service that I need to check with my bank whether they accept Network Card Payments before I sign up with Stripe. Is this true?
  12. I have a specific question about Stripe’s Terms of Service. Who can give me an answer?
  13. I’m unhappy that I didn’t get any notice for this payment system switch-over. I now have money pending in the system which I can’t get unless I sign up for Stripe?
  14. I received a suspicious-looking email from Stripe. How do I know it’s legitimate?
  15. I don't live in a Stripe-approved country but I have a friend who does. Can I attach my friend's bank account to Stripe so I can sell my services on PlusGuidance after all?
  16. The Stripe sign-up form doesn't let me proceed without entering a company number, but I don't have a company number. What should I do?

1: Why can't I withdraw money from my PlusGuidance account after I have set up my Stripe account?

After you have set up Stripe, all payments - including outstanding totals you've accumulated in your PlusGuidance account - will automatically go to your Stripe account. You will no longer be able to manually withdraw this money because it happens automatically now.

2: How long will it take before I get my session payments into my bank account?

From now on (June 27th 2016), you will receive all your client payments automatically in your Stripe account 48 hours (client cancellation period) after the purchase has been made, regardless of when you book the session for. It then takes up to about a week for this to arrive in your bank account through Stripe.

3: Do I get an email notification when I receive my money in my bank account?

You should do - although to make sure you’ll definitely receive the notification, check your email notification settings when logged into your Stripe account.

4: I have tried to set up a Stripe account after following your link on my Payments page, but it doesn’t accept my details. Could it be because I’ve used Stripe before?

Yes. If you’ve already set up a Stripe account, click on the “Already have a Stripe account? Sign in” link above the form (over the PlusGuidance logo at the top) and connect this account with PlusGuidance.

5: My country isn’t listed in the drop-down menu of available countries. What should I do?

If your country isn’t listed in the drop-down menu in the “Where are you based?” section, you can go to this page to enter your email in the notification box. You will then be notified as soon as Stripe adds your country to their list. It also tells you more about an option of setting up an alternative bank account for use with Stripe - read more on that page. Unfortunately, we cannot accept you in the public therapist directory if your country is not on Stripe's approved list because the payment system doesn't allow this. Alternatively, if you - or a friend or relative - have a bank account in an approved country regardless of where you are physically based yourself, you can attach that to the Stripe account.

Currently, Stripe supports the following countries: Australia, Austria, Belgium, Canada, Denmark, Finland, France, Germany, Hong Kong, Ireland, Italy, Japan, Luxembourg, Netherlands, Norway, Portugal, Singapore, Spain, Sweden, United Kingdom and United States.

6: Is it possible to transfer separate transactions in one go/at the same time to your bank account rather than as individual transactions at different times?

By default, Stripe payments are automatically sent to your bank account as they happen. You can, however switch to manual transfers from Account Settings>Transfers and only request a transfer when you want.

7: Do I have to provide my company number and VAT number to set up the Stripe account?

No, this information is optional.

8: The form requires I accept “I request and authorise Stripe to transfer to and from this bank account”. I’m a little uncomfortable about giving consent to Stripe taking money FROM my account. Why I have to accept this?

Stripe won't take any money from your bank account. This point is Stripe's way of saying that should your Stripe balance become negative by means of an error, they can then transfer the difference from your bank account instead of suspending the Stripe account. This is standard Stripe functionality and it won't happen in the case of our therapists. In reality, this can only happen in the case of your spending money you don't have on Stripe, or if there's a refund mistake. So say there is some sort of dispute and you need to return money, but the money has already transferred to your bank account - then in this case, you may need to transfer that money back to Stripe. That's all there is to it. Unfortunately, we can't edit the details on the form because Stripe has designed the form and we cannot remove this bit from it.

9: Can I still manually withdraw money via my PayPal account or transfer directly to my bank account?

No, you can no longer withdraw via PayPal or make a direct bank transfer.

10: There is so much legal jargon in Stripe’s Terms of Service. Can you provide a plain English version of it so I know what I’m signing up for?

Yes, Stripe's Terms of Service can be difficult to read. Other users appear to have had the same query because Stripe has written the following: "We have tried to draft these Terms of Service in a clear and simple manner. Unfortunately, the realities of the legal world make it a very difficult task. So, should you have any questions or concerns or would simply like to better understand how we do things at Stripe, please do not hesitate to contact us." So if you are worried about something Stripe has written, you can contact them directly for an answer. The quote comes from this page where Stripe also summarises their main points in an easier-to-read version of their important points.

11: It says in Stripe’s Terms of Service that I need to check with my bank whether they accept Network Card Payments before I sign up with Stripe. Is this true?

No, you don't need to check with your bank if it accepts Network Card Payments. As long as you have a normal current account in one of the approved countries, Stripe will accept it. All you do is enter your account details on the form, and when you see it's accepted the details, you'll know it's fine.

12: I have a specific question about Stripe’s Terms of Service. Who can give me an answer?

Email support@stripe.com with any questions about their terms.

13: I’m unhappy that I didn’t get any notice for this payment system switch-over. I now have money pending in the system which I can’t get unless I sign up for Stripe?

We're sorry you're unhappy with the short notice of the payment system switch-over. The old system simply required too many resources from us for it to be viable in the long run. We're getting more and more users and are preparing to scale significantly, meaning we needed an automatic system. Our former payment system, PayPal, was manually managed which in the long run would have required far too much manpower to run, so it was the only way to go to transfer to Stripe. In start-ups such as ours, sometimes, you need to change some things quickly to progress in line with new needs.

14: I received a suspicious-looking email from Stripe. How do I know it’s legitimate?

If you are unsure whether an email is from Stripe, do not click on any of its links or do what it asks of you before you have made the checks listed here. If you find out the email is not legitimate, please inform us too so we can warn others who receive the same type of emails.

15: I don't live in a Stripe-approved country but I have a friend who does. Can I attach my friend's bank account to Stripe so I can sell my services on PlusGuidance after all?

Yes, you can. It doesn't matter who owns the bank account you attach to your Stripe account (Stripe doesn't care about account holder names), as long as the bank account is based in a country that Stripe supports. You can also change the bank account details any time in Stripe so if you one day open a bank account in a Stripe-approved country, you can attach that to Stripe.

16: The Stripe sign-up form doesn't let me proceed without entering a company number, but I don't have a company number. What should I do?

If you select the option "Limited company" as "Your business type", then there is no other way to complete the form than to include your company number. If you don't have a company number, please select another option in the "Your business type" drop-down.

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