➧ Need to set up a Stripe Account? ➞ See our Quick Start Guide to Enabling Stripe
➧ Do you have questions about Stripe? ➞ See our Stripe FAQs
Covered in this Article:
- Designating Access to Payment Information
- Accessing Your Stripe Account
- Account Information (Status, Payout Schedule, Sharing Code)
- Accessing/Updating Your Stripe Account Settings
- Add/Remove Team Members
- Changing the Account Representative (Owner)
- Updating Bank Account or Card Information
- Payment Transactions & Payouts
- Connect or Disconnect an Existing Account
- Stripe Support Process
Designating Access to Payment Information
➧ Who has access to payment information?
The following designations determine who can access the Stripe Account page (under Settings), payment records (including the Payment History report), and initiate refunds:
- Site Admin (red badge): designated using "Make Admin" in the profile
- Role Assignment:with the permission to Read or Manage > Financials or "All administrative permissions" (must have Manage to initiate a refund)
➧ Does this also grant access to our Stripe account settings?
Only individuals listed as the Business Representative or Team Members on your Stripe account can access the Stripe dashboard due to a mobile verification step to access the account. However, in your SwimTopia team site they can see transactions, change the payout day, and initiate refunds as stated.
➧ How do I control this access?
See ➞ Adding New Admins to learn how you can grant full or partial admin permissions to specific volunteers to limit who has insight into your team's financial information.
» Tip: Although we record who initiated the refund, we highly recommend limiting who is designated as a Site Admin and who you assign to a Role with All administrative permissions or the Manage Financials permission.
Accessing Your Stripe Account
From your admin console (Manage Team), go to Settings > Stripe Account
» Tip: You can also access this screen from the Payment tab of your registration form, and the Website > Online Store screen.
» Note: Anyone designated as a Site Admin (red label) and/or assigned to a Role with Read or Manage > Financials permission, will be able to access this page and your Payments report. They will not be able to access your Stripe account since there's a mobile verification step, but they can see your transactions, change your payout day, and perform refunds (from your Payments report), so we HIGHLY suggest limiting your Site Admin and access to Organization Settings under the Settings link at the top of your admin console.
Account Information (Status, Payout Schedule, Sharing Code)
The status of your account, payout schedule, and sharing code is located on the right panel of your Stripe Account screen.
➧ Status of Charges & Payouts
If you see a checkmark next to Accepting Charges and Payouts Enabled your account is in good standing to accept payments and receive payouts/deposits into your account or debit card (based on your setup).
Is there a problem with your account?
If you see a warning message when on your registration payment tab click on "View your account to learn more."
You may see a notice that you are missing some required information and can select to Update Info through your Stripe dashboard:
» Tip: Don't save this until right before opening registration. It may take some time to gather the required information, and SwimTopia's Customer Happiness Team may not be available to help on weekends. Although rare, there are times when Stripe needs to request information due to KYC (know your customer) banking regulations, so it’s best to confirm at the start each season.
Got Questions? Contact our Customer Happiness Team (Available M-F 9am-6pm Central)
➧ Payout Schedule
"Payouts" are the payments Stripe deposits into your bank account or credit card (based on your setup).
Payouts occur on a weekly basis (this is not configurable). You can determine the day of the week, and change this at any time from your Settings > Stripe Account page, where you can also see what your current balance is and what is available for the next payout.
If you click into your Stripe Account Dashboard from your SwimTopia site, the date of the payout should show on your account probably within 24-48 hours.
➧ Your First Stripe Payout
» Note: The first payout for every new Stripe account is typically paid out 7 business days after the first successful payment is received and then payouts typically take 2-3 business days to process based on the day of the week you have set to receive the payout (M-F).
This waiting period can be up to 14 business days for businesses in certain industries (this does not appear to be the case for our customers but is possible). This is Stripe's fraud protection policy and allows Stripe to mitigate some of the risks inherent in providing credit services. Keep this in mind if you feel you should have received your first payout already.
➧ Payment Receipt Timeframe
We don't know how long it's going to take for a payment to travel from the payor's bank into the SwimTopia Stripe account that is then pushed into your team's Stripe account. The payor's bank can be different timing for everyone and you have to consider business days/hours.
➧ Account Sharing Code
The Account Sharing Code is useful if two or more SwimTopia teams need to share the same Stripe account, and would be used in lieu of creating a new account.
When you share a code with another SwimTopia team, they would click on Connect existing account and enter the numeric Account Sharing Code you provided from your Stripe Account screen.
➞ See Connecting To or Unlinking From an Existing Account section below for more details
» Note: A single Stripe account can be shared across SwimTopia teams, but one team cannot use multiple Stripe accounts. This is likely only pertinent to school teams broken out by Men/Women. Feel free to let us know if your team could use this, so we know the level of need. Submit a request to SwimTopia Customer Happiness.
Accessing/Updating Your Stripe Account Settings
To access your Stripe Account setup configurations, click on the View Stripe Account link below your team name.
For security, you'll be asked for a verification code sent to the mobile# on file.
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➧ Stripe Account Settings Dashboard
➧ Stripe Account Setup Details
To edit the information entered during setup - Business Details, Account Owners, Payout Details (bank account or Card), and add/remove Team Members to manage your Stripe Account:
- Go to the Account link at the top of the Stripe Account Settings Dashboard
- Click on SwimTopia Settings under the "Payout and professional details" section
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Add/Remove Team Members
After you have accessed your Stripe Account Settings Dashboard from within your SwimTopia Settings > Stripe Account screen ("View Stripe Account" link), click on Account and then SwimTopia Settings.
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Click the arrow next to Team Members.
» Note: Be aware that anyone you add will have full access to your Stripe Account. There is no option for partial access. You can remove the current team member(s), or just add more.
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Email Received by Invited Team Member:
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Changing the Account Representative (Owner)
The Account Representative is the main owner(s) of the team's Stripe account.
➧ Removing the current account representative
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Click on Account at top right corner of the dashboard.
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Scroll down to the Payout and professional details section to select the relevant account.
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Click on the Edit icon under the Management and Ownership section.
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In the Additional information page, click on the Edit icon for the account representative.
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In the Edit individual page, select Remove as account representative.
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Confirm that you’d like to remove the user as the representative. Doing so will require that your organization verify a new representative within 7 days, otherwise payouts may be paused.
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If you’d like to remove the person who was previously the account representative, select the Remove person button.
➧ Adding the account representative
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Click on Account at top right corner of the dashboard.
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Scroll down to the Payout and professional details section to select the relevant account.
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Under the Management and Ownership section, select the Add button.
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Select an existing person or add a new person as the account representative.
Updating Bank Account or Card Information
- Go to your SwimTopia Settings > Stripe Account screen
- Click on the "View Stripe Account" link
- Click on Account (top)
- Click on SwimTopia Settings
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Click the pencil icon next to Payout Details where you can update the information and then Save.
Payment Transactions & Payouts
» Note: As stated in the Account Information (Status, Payout Schedule, Sharing Code) section above, Stripe requires a hold on the first transaction for 7-14 days due to their fraud protection policy, and then payouts typically take 2-3 days to process.
You will find information on your Stripe transactions, balance, and deposits/payouts in multiple places...
- On the Reports tab under Financial > Payments
- On the Stripe Account Overview screen under Settings
- On the Stripe Account Settings Dashboard via the "View Stripe Account" link (on the Stripe Account Overview)
➧ Payment History Report
» Tip: You will find the report under the Payments section of your Reports tab most useful. We are unable to manipulate the data displayed on the Stripe Account Settings Dashboard.
➞ See our Payment History Report article for more details.
➧ Stripe Account Overview
On your Stripe Account Overview, you can see your Current and Available Balances, along with your Payouts.
>>Note: It is typical for your Current Balance and Available Balance to be different due to the payments coming in (Current Balance) and what of that balance is available to you in your next Payout (Available Balance).
➧ Stripe Account Settings Dashboard
Connect or Disconnect an Existing Account
➧ Connect Existing Account
This feature is useful if two or more SwimTopia teams need to share the same Stripe account, and would be used in lieu of creating a new account. (A team can only have 1 Stripe Account connected to their SwimTopia account at a time.)
» Note: Due to the specific Connect Express account SwimTopia has with Stripe, the existing account must have been previously created via SwimTopia. Payments and reporting will be shared, so separating by team will require manipulation of the data outside of the SwimTopia system. See ➞ this section of our Stripe FAQ article for more details.
Click on Connect existing account and enter your numeric Account Sharing Code.
➧ Disconnect Account - From an Existing or Shared Stripe Account
After a Stripe Account has been created, or a Sharing Code has been entered and the accounts have been connected, you will see an option to Disconnect Account in case the link needs to be removed.
Clicking this link will unlink the SwimTopia team account from the linked Stripe Account and return to a state to create a new Stripe Account.
A confirmation will display to ensure you intend to disconnect the account.
» Note: If you accidentally disconnect your Stripe account, you can submit a support ticket and we can restore your account. When a Stripe account is disconnected it is not deleted to retain historical information and support refunds on past charges with that account.
Stripe Support Process
➧ Step 1: ➞ See our Stripe FAQs article and visit the Stripe Support Center for an extensive repository of searchable topics (your SwimTopia team site uses Stripe Express Connect). It is very possible your question can be answered in one of these sources.
» Note: You are agreeing to the Stripe Services Agreement - United States when you use Stripe's services.
➧ Step 2: Can't find the answer online? Contact our SwimTopia Customer Happiness Team. (Available M-F 9am-6pm CST)
➧ Step 3: If we cannot answer your question, we will contact Stripe Support on your behalf, and will escalate if we do not receive a response within 24-business hours. If we determine the question requires that you contact Stripe Support directly, we will instruct you on how to best reach out to them.
» Tip: Please check the status of your account at the start of each season in case Stripe needs any information from you, to avoid last-minute panic prior to opening registration. You can do this from your Settings > Stripe Account page in your SwimTopia site.
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