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My customers are struggling to complete a payment with Stripe
My customers are struggling to complete a payment with Stripe

Find out how to resolve payment issues with Stripe.

Jubrine Fortuno avatar
Written by Jubrine Fortuno
Updated over a week ago

If you have just recently opened your new Stripe account and your customers are struggling to complete a payment, it is very likely that you simply need to provide more information to Stripe.

Please check whether the following message appears in the payment step:

"This account cannot currently make live charges. If you are a customer trying to make a purchase, please contact the owner of this site. Your transaction has not been processed..."

Generally, this is due to Stripe requiring some additional information about your organization to their account records. This may include making sure that certain details are correct and up to date (e.g. the organisation's address, Tax ID number etc).

At all times, before putting the hold on the account, Stripe will try to contact someone from your organisation via email to obtain the required information. However, sometimes these messages may end up in junk/spam folders without reaching the recipient.

What to do to resolve the issue and start taking payments?

The only way to remove the hold from the account is by contacting Stripe directly so that they can collect the required information straight away. You can reach out to Stripe through their support website or by emailing them at

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