Troubleshooting
Stripe says not connected
What each state means and what to do — including the one where you must not retry.
The venue's payment setup is not in the state they expect. What to do depends on which state it is actually in.
| Shows | Do this |
|---|---|
| Not started | Start onboarding from the venue's settings |
| Action required | The owner opens Stripe and supplies what is asked |
| Under review | Wait. Stripe is checking. Nobody can speed this up |
| Restricted | The owner opens Stripe — there is a reason there, and only they can see it |
"We finished but it still says pending"
Known gap. The venue's stored status can lag behind Stripe's real one.
Important notes
Do not send them through onboarding again. Retrying risks creating a second Stripe account, which has already happened to a real venue and leaves an orphaned account behind.
Escalate to the Spotly team instead.
"Verification failed"
Stripe rejected a document or an identity check. The owner sees the detail in their own Stripe account. A partner does not see it and should not ask to — it is the owner's personal identity information.
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