This article helps when the Stripe account behind your card payments needs attention: Stripe asks for more information, or your payments go to a different Stripe account than you expected. If Stripe is connected but clients don't see card payment on a class, course or event, read Why Is My Stripe Card Payment Not Active? instead.
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 "Connect 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 "Connect 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.
I Don't See My Payments in Stripe — Am I Connected to the Right Account?
If you've opened your Stripe Dashboard and your Zenamu payments aren't showing up, you may be looking at a different Stripe account than the one Zenamu is connected to.
Why this happens: When you click Connect account to Stripe in Zenamu, Stripe's onboarding opens, and your Zenamu card payments go to the Stripe account you complete it with. If you already have a Stripe account, sign in to it in your browser first and use it in the onboarding. If you go through the onboarding without it, Stripe sets up a separate new account, and your payments go there.
How to check which Stripe account receives your payments:
In Zenamu, open Settings › Payments and click Stripe in the list of payment methods. If the connection works, you'll see "Your Zenamu account is connected to your Stripe account." Zenamu doesn't show the Stripe account ID or name here.
Go to Orders and open the Order details of an order a client paid by card. Click the link next to Stripe ID. It opens that payment in the Stripe Dashboard.
A payment is stored only in the Stripe account that received it. If you can't find the payment in the Stripe account you're signed in to, your Zenamu payments go to a different Stripe account.
What happens if you disconnect and connect Stripe again:
In Settings › Payments › Stripe, click the disconnect icon next to the green message (tooltip Disconnect Stripe) and confirm with Yes, disconnect. Clients can't pay by card until you connect again. Existing orders keep their payment data, and refunds still work.
Sign in to the Stripe account you want to use in your browser, then click Connect account to Stripe and complete Stripe's onboarding with that account.
Important
Payments processed under the old Stripe account stay there. Stripe doesn't migrate transactions between accounts. If you have questions about orders paid to the old account, contact Zenamu support.