Connect platforms can view recent support cases that connected accounts have raised with Stripe, and send Stripe a private message to help facilitate resolution.
Where can I view support cases from my connected accounts?
There are two ways to view support cases from your Dashboard:
- Go to Connected Accounts and navigate to a connected account details page. This opens on the Overview tab of the Activity section, which provides a detailed breakdown of recent transactions and other activity on the account. Scroll down to the Support cases section.
- Expand the Connect sidebar menu to reveal the Support cases submenu. This view provides an aggregated view of support cases for your connected accounts.
How do I provide extra context or information to Stripe about a support case on this page?
You can view the case history from the details page for a support case, and provide supporting information and attach relevant documents before sending Stripe support an email.
Sending an email from this page links the cases together, allowing Stripe specialists to quickly identify and resolve the issue, and create a support case that can be viewed in your support center in the dashboard.
Which connected accounts are eligible?
You can view support cases from any connected account with access to either the Stripe or Stripe Express Dashboards, except for connected accounts who:
- Are or have been connected to multiple platforms.
- Are also platform accounts.
- Have opted out of sharing their cases.
Why don’t I see cases from a specific connected account?
You can't view a connected account's support cases if that connected account:
- Has not created any support cases with Stripe.
- Has been connected to more than one platform in the account lifetime—these accounts are not eligible for support case sharing.
- Is also operating as a platform account—these accounts are not eligible for support case sharing.
- Has opted out from sharing their cases.