📝 Overview

This guide covers how to integrate Stripe as a payment processor in your account. Stripe allows you to accept credit and debit card payments from your customers quickly and securely.

Once Stripe is integrated, your customers can pay by card at checkout and save their card details for future purchases.

💡 Stripe Transaction Fees are separate from your regular TeamUp fees, and are deducted directly from payments and transactions being processed.

⭐ Benefits of Using Stripe

Stripe is one of the most widely used payment processors and offers several benefits when integrated with your account.

Click the arrow to learn more about the benefits of Stripe

Quick and secure – Stripe provides a fast, secure way to accept credit and debit card payments online. Stripe exceeds the most stringent industry standards for security. For more on Stripe's security standards, visit Stripe Security.

Fast payouts – Funds are automatically sent to your bank account. For details on payout timing, visit Stripe Payout Timing.

Competitive fees – No hidden fees. You only pay transaction fees on the payments you take.

Wide card support – You can charge most major credit and debit cards. For a full list of supported card types, see Stripe Payment Features.

Easy for your customers – Customers can store their card details for future purchases, making repeat bookings faster.

🛠️ How To Set Up Stripe

Integrating Stripe with your account is quick and straightforward. Follow the steps below to get started.

Click the arrow to view the setup steps

1. From your dashboard, navigate to Settings ➜ Collect Payments ➜ Manage Payment Methods ➜ Stripe - Integrate.

2. Click Enable Stripe.

3. You will be redirected to Stripe to create a new account or sign in to an existing one.

Once Stripe is integrated, customers will be able to select Stripe as a payment method when making a purchase.

💡 You can enable or disable Stripe for specific purchase types (recurring memberships, non-recurring memberships, classes, appointments, courses, and store purchases) by going to Settings ➜ Collect Payments ➜ click 'Edit' next to Stripe.

For guidance on which payment types to enable for Stripe vs. GoCardless, see the GoCardless vs Stripe guide here.

🔍 Troubleshooting Stripe Payments

If you encounter issues with Stripe payments, the sections below cover the most common scenarios and how to resolve them.

Click the arrow to view troubleshooting guidance

A payment shows as "Retrying" or "Failed" in my dashboard

When a Stripe payment fails, the system will automatically retry the payment. Retrying payments appear under To-Dos ➜ Open Invoices. Once the retry limit is reached, the payment moves to To-Dos ➜ Failed Payments and needs to be resolved manually.

💡For step-by-step guidance on resolving retrying or failed Stripe payments, see the guide on resolving retrying payments here.

A payment shows differently in Stripe than in my dashboard

In rare cases, a payment may show as successful in your Stripe Dashboard but appear as retrying, failed, or missing in your dashboard. This can happen due to a temporary sync issue between the two systems.

If you notice a discrepancy, you can verify the payment status directly in your Stripe Dashboard:

1. Log in to your Stripe Dashboard.

2. Search for the payment by customer name, email, or amount.

3. Check the payment status in Stripe (succeeded, failed, or pending).

4. Compare it to the status shown in your dashboard under To-Dos or Billing/Revenue.

If the statuses do not match, contact our support team through the chat widget on your dashboard and provide the Stripe charge ID or payment intent ID so the team can investigate and reconcile the payment.

⚠️ Stripe is the authoritative source for whether a charge was processed. If you are unsure whether a customer was actually charged, check the Stripe Dashboard first.

💡 For a detailed walkthrough of checking and comparing payment statuses between Stripe and your dashboard, see the guide here.

Customers are reporting errors during checkout

If your customers are seeing error messages, error screens with reference codes, or "something went wrong" messages during checkout or sign-up, there are a few things to check.

First, ask the customer for the following information:

What they were trying to purchase (membership, class, pass, etc.)
Whether they saw an error message or error screen (and any reference code if shown)
Whether they were charged (check their bank statement)

Then, check your Stripe Dashboard to see if a charge was created for that customer. If a charge shows as Succeeded in Stripe but no purchase is showing in your dashboard, see the guide on what to do when a customer was charged but did not receive their purchase here.

If no charge was created in Stripe, the payment was not processed. The most common reasons include insufficient funds, an expired or declined card, or a bank-side restriction. In these cases, the customer can try again with a different card or contact their bank for more information.

💡 If multiple customers are reporting checkout errors at the same time, this may indicate a broader issue. Please contact our support team through the chat widget on your dashboard and include the approximate time the errors began, what customers were trying to purchase, and any error messages or reference codes that were shared with you.

💡 For instructions on locating your Stripe invoices and tax documents, see the guide on finding your Stripe invoices here.

❓ Frequently Asked Questions (FAQs)

Find answers to common questions or additional details that may not be covered in the main instructions.