Having Trouble with Stripe?
ShopBroker supports two payment providers for sellers: PayPal and Stripe Connect. If you're using PayPal, see PayPal Account Problems instead.
If you're using Stripe and having issues, here's how to troubleshoot.
Common Issues
"Stripe Onboarding Won't Complete"
Symptoms:
Stuck in verification loop
Keep getting redirected back
"Additional information needed"
Solutions:
Use a desktop browser (not mobile app)
Clear browser cache and cookies
Try a different browser
Ensure popups aren't blocked
Check email for verification requests
"Can't Verify My Identity"
Symptoms:
ID document rejected
Selfie verification fails
Business verification stuck
Solutions:
Use a high-quality photo of your ID
Make sure nothing covers or obscures text
Take selfie in good lighting
Match the name exactly as it appears on ID
Contact Stripe support for document issues
"Payouts Not Working"
Symptoms:
Money sits in Stripe but won't transfer
Payout fails or is returned
Delayed payouts
Solutions:
Verify bank account is correctly entered
Confirm account holder name matches exactly
Check if Stripe requires additional verification
Allow 1-2 business days for processing
Contact your bank to ensure they accept Stripe transfers
"Account On Hold or Restricted"
Symptoms:
Can't accept payments
Payouts disabled
Warning messages in dashboard
Solutions:
Check email for Stripe messages
Go to Payments > Settings (click your profile picture, then Payments, then the Settings tab) and click Manage in Stripe
Look for required actions or documents
Complete any pending verification steps
Contact Stripe support if unclear
Verification Requirements
What Stripe Needs
For Canadian sellers:
Personal: Full name, date of birth, address, phone, Social Insurance Number (last 4 digits or full)
Business (optional): Business name, registration number, address
ID: Government-issued photo ID
Banking: Bank account details for payouts
Common Verification Errors
Error | Likely Cause | Fix |
Name mismatch | Legal name differs from ID | Use exact legal name |
Address issue | Address doesn't match records | Use official address |
ID rejected | Poor quality or expired | Retake photo with valid ID |
Bank verify fail | Wrong account details | Double-check numbers |
Bank Account Issues
Setting Up Correctly
For Canadian bank accounts:
Transit number: 5 digits (branch)
Institution number: 3 digits (bank)
Account number: Your account number
Find these on a void cheque or in online banking.
Account Type
Use a Canadian dollar checking account. Savings accounts may not work for all banks.
Name Matching
The account holder name must exactly match your Stripe identity verification.
Dashboard Access
Accessing Your Stripe Account
Go to Payments > Settings (click your profile picture, then Payments, then the Settings tab) and click Manage in Stripe
Use the email associated with your ShopBroker account
If You Can't Log In
Check you're using the right email
Reset password if needed
Ensure account isn't closed
Contact support for access issues
Getting Help
From Stripe
Stripe has its own support:
In-app help within Stripe dashboard
support.stripe.com for articles
Email support for specific account issues
From ShopBroker
We can help with:
Connection issues between ShopBroker and Stripe
Understanding what's needed
Switching your active provider to PayPal if Stripe is blocked
Escalating complex issues
Prevention
Complete Setup Properly
Use accurate, legal information
Have documents ready before starting
Complete all steps in one session
Verify your email address
Keep Information Updated
Update Stripe if you move
Update banking if you change accounts
Respond promptly to verification requests
FAQ
Why does Stripe need my SIN?
Canadian financial regulations require identity verification. Stripe uses your SIN to verify identity, not to report to CRA.
Is my information safe?
Yes. Stripe is PCI compliant and uses bank-level security. Your data is encrypted and protected.
Can I use a business account?
Yes, if you have a registered business. Follow the business verification flow.
What if I'm stuck?
Contact us with details of where you're stuck. We can often help identify the issue or escalate to Stripe.
Need Help?
Stripe issues can be frustrating. Contact our support team with screenshots of any error messages, and we'll help you get unstuck.