> ## Documentation Index
> Fetch the complete documentation index at: https://docs.maple.inc/llms.txt
> Use this file to discover all available pages before exploring further.

# Stripe issues

> Fixes for Stripe problems during business verification (KYC) and for finding your order payments and payouts.

## You can’t see order payments at dashboard.stripe.com

Maple creates a dedicated Stripe account for each of your legal entities to process phone-order payments. That account is **only viewable inside the Maple portal**; it has no login at dashboard.stripe.com. Any other Stripe account you have (from before Maple, or for something else) is unrelated to your Maple order payments.

1. In the Maple portal, open **Merchant Settings** from the merchant menu and go to **Payments**.
2. The **Payments** and **Payouts** tabs show each charge and payout batch. This is the only place to see them.
3. To change your bank account or payout details, use **Manage bank account and payouts** there.

Payouts are batched **once per day** (one deposit for all of that day’s orders) and usually arrive about **2 business days** after the order.

## The Stripe window doesn’t open

During KYC, the Stripe sign-in window can take a while to load or be stopped by a pop-up blocker.

1. Wait 15–30 seconds.
2. If the address bar shows a blocked pop-up icon, click it and allow pop-ups from the Maple portal.
3. Try another browser (Chrome is recommended) or a private window.
4. Refresh the page and start the Stripe step again.

## Stripe keeps loading, or Continue does nothing

Usually a temporary problem on Stripe’s side or a browser issue. Refresh, clear your cache and cookies, or try another browser or device. Ad blockers and privacy extensions can also interfere. If it keeps happening, contact Maple support: your onboarding can sometimes continue while the Stripe issue is sorted out.

## The wrong Stripe account is connected

If your business had earlier Stripe accounts (an old POS integration, a closed location, another entity), Maple may link the wrong one, sometimes one that can’t receive payouts. This can happen when several accounts share an email address or business details.

1. **Don’t create a new Stripe account** to work around it; that causes more conflicts.
2. Send Maple support the name of the account showing now, the name of the one you want, and anything relevant (for example “the displayed account was closed in July”). Support can undo the connection and link the right account.

## An existing Stripe account is detected

If your business already has an active Stripe account, reuse it: sign in with its credentials when prompted. A duplicate account leads to verification errors and payment routing problems. Not sure whether you have one? Search your email for messages from `stripe.com`, or ask Maple support.

## Repeated Stripe payment notifications

Stripe keeps sending error notifications, and your merchant setup may show as incomplete, until the payment method on file is verified.

1. Open **Merchant Settings** from the merchant menu and go to **Billing**.
2. Re-enter your billing information, filling in every field.
3. On Clover, reconnecting your Clover integration enables **Pay by Link** and can clear verification issues.
4. Check the payment method shows **Verified** in Stripe. The notifications stop once it does.

## Your business entity changed

Stripe needs the entity on the account to match your banking and legal documents. After a rebrand, ownership transfer or LLC restructuring, it can’t verify until you provide proof.

1. Get a **bank letter** that names the previous entity and the new one, and confirms your accounts were updated.
2. Send it to Maple support, which updates your Stripe account and finishes setup.

Onboarding can’t be finished until this is done, so start early if an entity change is under way.

## Stripe through another platform

Platforms like Squarespace confirm a Stripe connection exists but don’t let you manage the account; you may land on your own website instead. Go to [dashboard.stripe.com](https://dashboard.stripe.com) directly and sign in with that account’s email (use Stripe’s password reset if needed). For Maple payment settings, use the Maple portal.

For verification problems, keep your EIN, bank statements and business registration documents to hand, and check the email on your Stripe account for instructions. [Contact support](https://docs.maple.inc/need-help.md) before creating any new Stripe account.