Before you start

If you're having trouble accepting payments with Stripe, this guide walks through the most common issues and how to fix them.

This includes:

• Customers unable to complete checkout
• Stripe saying charges are disabled
• Orders showing errors like “Transaction not found”
• Payments not appearing in Stripe
• Stripe not appearing at checkout

Before troubleshooting, make sure:

• Your Stripe account is connected in Account → Payment methods
• Your shop is launched (not in maintenance mode)
• Your Stripe account is active and verified
• You are logged into the correct Stripe account

Stripe: Disabled charges

If you're seeing a message that your Stripe account can’t accept payments, Stripe likely needs additional information to verify your account.

This is usually resolved directly in your Stripe dashboard.

Step 1: Complete Stripe account verification

One of the most common causes is that the Stripe account setup isn't fully complete.

To check your status:

1. Log in to your  Stripe Dashboard
2. Look for alerts requesting additional information you should see a notifications banner at the top of your Dashboard.

Stripe may ask for things like:

• Government-issued photo ID
• Business information
• Bank account verification
• Tax information

For U.S. sellers:

• You do not need an EIN to use Stripe
• Your SSN works for verification if you are operating as an individual

Stripe may occasionally request additional documentation later as part of ongoing verification.

Once the requested information is submitted, Stripe typically restores payment processing automatically.

Step 2: Make sure your shop is launched

Stripe sometimes verifies accounts after detecting real checkout activity.

If your shop is in maintenance mode, Stripe may not be able to complete this process.

To check video Shop settings → Maintenance mode

Make sure maintenance mode is disabled so customers can access checkout.

Once your shop is live, Stripe can continue its verification process.

You can also refer to Stripe’s website checklist to ensure everything is in order for your store.

Step 3: Check for account review or restrictions

If your account appears verified but charges are still disabled, Stripe may be reviewing the account.

This can happen due to:

• Missing verification details
• Business category restrictions
• Fraud risk or unusual activity
• High dispute rates

These decisions are made on Stripe’s side.

The best next step is to contact Stripe directly.

Contact Stripe

If anything looks unclear in your dashboard, Stripe support should be your first point of contact to review your account quickly.

To contact Stripe:

1. Log into your Stripe Dashboard
2. Click Support or Help
3. Start a chat or request a call

Since Stripe manages payment processing, they can see account flags or verification requirements that Big Cartel cannot.

Customers can’t complete checkout

If customers are having trouble paying with Stripe:

Ask them for:

• A screenshot of the error
• The browser/device they are using

Have them try:

• Another browser or device
• Clearing cache or cookies
• Using another card

Most declines or errors happen on the card issuer or Stripe side, and will not appear in your Big Cartel admin.

Payments aren’t showing up

If an order was placed but you don’t see the payment in Stripe:

Check your Stripe account

Log into your Stripe dashboard and look for:

• Pending payments
• Failed charges
• Transactions in your payment history

Stripe may occasionally delay payments for review.

Check your Stripe account

Log into your Stripe dashboard and look for:

• Pending payments
• Failed charges
• Transactions in your payment history

Stripe may occasionally delay payments for review.

Looking for Payout? Confirm the correct account

Make sure you're logged into the same Stripe account connected to your shop.

If you click View in Stripe from an order and see “Transaction not found”, it usually means you're logged into the wrong Stripe account.

Log out and sign into the correct Stripe account associated with your shop.

Stripe not showing at checkout

If Stripe isn’t appearing as a payment option:

1. Go to Account → Payment methods
2. Make sure Stripe is enabled and connected
3. Confirm that charges are not disabled
4. Disconnect and reconnect Stripe if needed

Refunds and disputes

Refunds can be issued directly from your Big Cartel admin or through your Stripe dashboard.

For step-by-step instructions, see our guide:How to issue a refund

Disputes and chargebacks are handled only through Stripe. If a dispute is filed, you’ll need to respond from your Stripe dashboard.

Stripe may temporarily hold funds if:

• A charge is under review
• A dispute or chargeback is filed
• Your account is undergoing verification

Responding to disputes as soon as possible can help protect your account and improve the chances of resolving the case in your favor.

For tips on preventing disputes and chargebacks, see: Avoiding disputes and chargebacks

Tips to avoid Stripe issues

To keep payments running smoothly:

• Complete Stripe verification promptly
• Keep your business details up to date
• Launch your shop (avoid leaving it in maintenance mode)
• Monitor your Stripe dashboard for alerts
• Respond quickly to disputes
• Make sure you're logged into the correct Stripe account

Still need help?

If you're not sure what's causing the issue, reach out with:

• Your shop URL
• A description of the issue
• Any error messages or screenshots
• The order number (if applicable)

We’ll help point you in the right direction.

Once you get any unresolved issues cleared up, Stripe should be re-enabled, and you’ll be all set to accept card payments in your shop. If you’ve double-checked everything and still see errors, feel free to reach out to us and we’ll help guide you from there.