Stripe account not showing when connecting to Stripe
Connecting to Stripe provides an automated transaction feed into ExpensePlus. For help and guidance on how to connect to Stripe, click here.
As part of the connection process flow, 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 either not shown or is showing as ineligible.
Troubleshooting
Here is a screenshot of what the Stripe screen used to connect your account looks like.
Check the email address
If the Stripe account you are trying to connect to isn't listed, then firstly, check that the email address shown in the top right corner of the screen is the one you use to sign into the Stripe account you are trying to connect to.
Top Tip: try signing into Stripe in a separate tab, just to check this email address is correct, and you are able to view the Stripe account you are trying to connect to
- Your Stripe account is ineligible
If the Stripe account you are trying to connect to is ineligible, then this will be indicated just above the 'connect' button (click this to view details of the Stripe account that is ineligible)
If your Stripe account is showing as ineligible, this is likely to be because it was set up via another app, e.g. churchsuite, rather than being created within Stripe, then integrated with another app.
Whilst both will result in a Stripe account connected to an app, the order does matter!
- Where a Stripe account is created via Stripe, it is referred to as a 'direct' Stripe account, and this account can be connected to multiple apps (which is what is needed to have a live Stripe transactions feed)
- Where a Stripe account is created via another app, e.g. ChurchSuite, then only one app is able to connect to that Stripe account (which is why you can't also connect ExpensePlus)
The solution
To connect your Stripe account, both to the app you want to connect to and to ExpensePlus for a live Stripe transactions feed (which will save you from having to manually import transactions and enable you to view transactions within ExpensePlus in real time), here is what you will need to do:
- Create a new Stripe account within Stripe (and complete any verification steps needed)
- Update the app that your old Stripe account was connected to (e.g. churchsuite) to use the new Stripe account instead
- Within the bank settings screen in ExpensePlus, create a new payment processor account for your new Stripe account, and connect this new Stripe account
Note: for your old Stripe account, manually upload and reconcile payouts as you have done previously, until the account balance is zero, and there are no further transactions, at which point this Stripe account can be marked as closed within the bank settings screen in ExpensePlus (and also closed down within Stripe itself)