Stripe account not showing when connecting to Stripe
Connecting to Stripe provides an automated transaction feed into ExpensePlus, allowing you to view transactions in real time without having to manually import them. Our help pages give help and guidance on how to connect to Stripe.
As part of the connection process, you will need to select the Stripe account you wish to connect to. This support article covers what to do if the account you want to connect to is not shown, or is showing as ineligible.
Troubleshooting
This screenshot shows the Stripe screen you'll need to use to connect your account.
1. Check the email address
If the Stripe account you're trying to connect to isn't listed, check that the email address shown in the top right corner of the screen is the email you use to sign into the relevant Stripe account.
Top Tip: To check this email address is correct, try signing into Stripe in a separate tab. When you've signed in, check you can view the Stripe account you're trying to connect to.
2. Your Stripe account is ineligible
If the Stripe account you're trying to connect to is ineligible, this will be indicated just above the 'Connect' button. Click the link to view details of the ineligible account.
Usually when a Stripe account is showing as ineligible, it's because of the way it was set up:
- A Stripe account that's created via Stripe itself is referred to as a 'direct' Stripe account, and this account can be connected to multiple apps. You need a direct Stripe account to have a Stripe transactions feed in ExpensePlus.
- A Stripe account created via another app, e.g. ChurchSuite, can only connect to the app in which it was created, which is why it can't also connect to ExpensePlus.
The solution
To connect your Stripe account both to the app you want to connect to and to ExpensePlus:
- Create a new Stripe account within Stripe and complete any verification steps needed.
IMPORTANT: You must complete all Stripe verification steps within Stripe before moving on to the next step! (Otherwise this process won't work).
Top Tip: Use a different email address when setting up this new Stripe account, just to help ensure when you complete the steps below, you can be certain you are trying to connect to the corrrect Stripe account.
- Within the bank settings screen in ExpensePlus, create a new payment processor account for your new Stripe account, and connect this new Stripe account (see process flow above for how to do this).
- Finally, within the app that you wish to connect to (e.g. ChurchSuite), connect to the new Stripe account instead (and delete the old Stripe account connection).
Note: Within ExpensePlus, you'll need to reconcile payments in the old Stripe account before closing it. To do this, manually upload and reconcile payouts for your old Stripe account, as you have done previously. When the balance is zero and there are no further transactions, close this old Stripe account in the bank settings screen in ExpensePlus, and close it within Stripe itself.