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Payment Troubleshooting

Resolve common payment verification, capability, and payout issues in Naayya

Payment and Stripe account alerts appear on the Get Paid page inside Naayya. Use this guide to diagnose common blockers.

Outstanding requirements#

What it means: Stripe still needs information to verify your business or its representatives.

Fix it:

  1. Open Admin > Settings > Get Paid.
  2. Open the Stripe notification banner or select Complete Onboarding.
  3. Follow Stripe's steps to provide the requested information or documents.
  4. Return to Get Paid and check whether the account status now says Account Connected.

If the account still says Setup Incomplete, follow any remaining steps shown in the notification banner.

Capability stuck in “Pending”#

  • Check the capability under Get Paid > Payment Methods.
  • A capability can remain Pending while Stripe reviews it. Follow any request for more information.
  • For SEPA, checkout remains card-only until the capability is active.
  • If the status stays pending and no next step is shown, contact Stripe Support from the Stripe dashboard.

Payment status looks wrong#

  1. Open the payment in Admin > Payments and check its status and details.
  2. On Get Paid, check the Stripe account status and any notification banner.
  3. If the account is in the Stripe Test Environment, payments are for testing and do not settle to a bank account.
  4. If the status still looks wrong, contact Naayya Support with the payment and account details shown in the app.

Payouts paused or delayed#

  • Open the Stripe notification banner in Get Paid and follow the steps it shows.
  • Use Account details to check the payout bank details you entered.
  • Use Open your Stripe dashboard for payout history, balances, and tax forms.
  • If Stripe has restricted the account and the reason is unclear, contact Stripe Support from the dashboard.

Unable to enable SEPA or ACH#

  • Open Admin > Settings > Get Paid and look under Payment Methods.
  • SEPA Direct Debit is shown for eligible European accounts. ACH Direct Debit is shown for eligible US accounts.
  • If a method shows Pending, wait for Stripe's review and follow any request for more information.
  • If a method is unavailable or remains blocked, contact Stripe Support from the Stripe dashboard.

Need more help?#

  • Visit Stripe’s Account Requirements documentation for detailed rules.
  • Contact Stripe Support through the Stripe dashboard.
  • Reach out to Naayya Support with screenshots if a status in the app does not match what you see in Stripe.

For customers who started checkout but did not finish, see Abandoned Checkout Recovery.

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