My Card Payments Stopped Working
If you see this message when trying to process a card payment, it means Stripe needs some additional information from you. This usually involves verifying your identity with a valid invoice or ID.
Like any service, Stripe may update its terms and conditions over time, or there may be a change on your side (such as exceeding a revenue threshold that requires additional verification). Check the email address associated with your Stripe account -- you'll most likely find a notification about what information they need.
You can also find out what's required by clicking on "Link account to Stripe" again in the app.
Unfortunately, we can't see the specific details of what's required from our side, and we can't make these changes for you. We can only verify the status of your account.
Tip
Until you've provided the required information to Stripe, we recommend temporarily disabling card payments. This will prevent confusion for your clients and avoid unnecessary booking cancellations.
Stripe KYC (Identity Verification)
Once your account reaches a certain revenue threshold, Stripe may require additional identity verification — also known as KYC (Know Your Customer). This is a standard legal requirement, not a Zenamu-specific process.
You may be asked to provide:
A scan or photo of your ID or passport
A business registration document
A bank statement or utility bill for address verification
If you see a message in Zenamu about Stripe requiring additional information, go directly to your Stripe Dashboard and check the "Verification" or "Requirements" section. You can also click "Link account to Stripe" in the Zenamu app — it will redirect you to the Stripe onboarding flow where you can provide the missing documents.
Note: Zenamu cannot see the specific documents Stripe requires, nor can we complete the verification on your behalf. This must be done directly by the account holder in the Stripe Dashboard.