My payments appear to be successful, but are not appearing in my Stripe account

  • Profile Image
    centreeducation
    Asked on May 12, 2017 at 12:16 AM

    My form is connected to my Stripe account and is providing me with a Stripe customer ID, but when i go in to Stripe there is no record of the payment. The customer ID does not exist.

    Any suggestions as to why not?

    Thanks

     

     

  • Profile Image
    Sven
    Answered on May 12, 2017 at 02:55 AM

    Hi, 

    I checked your submissions and I can see that the specific submission you referred to is not pending, which means it's successful.  I cloned your form and tested with my Stripe test account and I could manage without issues. Can you please confirm if this is the only submission that you're not able to find in stripe? Or there's more than one? As it could a Stripe issue rather than a JotForm issue. 

     

    Thank you!

     

  • Profile Image
    centreeducation
    Answered on May 12, 2017 at 10:55 PM

    Sven,

    We have multiple payments not appearing in stripe, in fact none of the payments from the form have appeared in stripe. I have been in contact with stripe and they are saying it is a problem with the jotform link, as the account is set-up fine from their side. 

    Any ideas?

    Thanks,

    Ben

     

     

     

     

     

  • Profile Image
    ashwin_d
    Answered on May 13, 2017 at 07:12 AM

    Hello Ben,

    I'm sorry for the trouble caused to you. 

    This is strange that none of the customers & payments are appearing in your stripe account. Do you have more than one Stripe account? I would suggest you to please check if you are checking in correct Stripe account? 

    We will wait for your response.

    Thank you!

  • Profile Image
    centreeducation
    Answered on May 14, 2017 at 09:05 PM

    Hi, No there is only one account.

    I disconnected the stripe account and reconnected it with the same details and after that new payments started to appear as expected.

    However, we have 27 payments made on the May 12th that have not appeared in Stripe. When you look at the submission details there is no difference in the the earlier payments that are not appearing and the ones following the reconnect that are appearing.

    I have a file with the details of all the submissions with missing payments. How can I pass this to you?

    Thanks

     

     

  • Profile Image
    ashwin_d
    Answered on May 14, 2017 at 11:22 PM

    Hello Ben,

    I did check your form and found that you have 54 submissions in your form. Do you mean to say that out of these 54 submissions, 27 payments are not appearing in Stripe?

    Please let us know the list of missing payment and we will take a look and report it to our backend team. You can paste the submission IDs here or share the list in an email as well at support@jotform.com. Please ensure that the subject line of email is "Thread #1142811".

    We will wait for your response.

    Thank you!

  • Profile Image
    centreeducation
    Answered on May 17, 2017 at 05:45 AM

    Hi,

    At this point I need to apologise for wasting your time. We have now found the transactions. The original creator of the form attached it to an unofficial stripe account they created themselves. The first lot of payments went there, only after I reconnected the form to our main account did the payments flow to the correct place.

    Please consider this ticket closed now.

    Thank you for support.