Troubleshoot your payment processing account so you can start accepting donations.
After creating or linking a Stripe or PayPal account, you may see that your account status is listed as Pending. Unfortunately, you won’t be able to start fundraising until your Stripe or PayPal account is listed as Connected.
When your account status is Pending, your account is still being reviewed or verified. This can occur when:
- Your Stripe/PayPal account is not fully set up
- Your Stripe/PayPal account requires activation
- Your information, such as ID documentation, nonprofit discount, payment schedule, etc., is being confirmed
How do I find my Stripe or PayPal account status?
- Select Organization Settings from the left menu, then go to Payment Processing.
- Look for Account Status:
How do I troubleshoot a pending account status?
- Reconnect your account. Select Link a different account under More options and complete the setup process again with the same account information:
This will resolve the issue for most users.
- Confirm that you are using the correct email address. If you’re setting up a preexisting Stripe/PayPal account, make sure you’ve input the email address associated with that account.
- Confirm that you are linking the correct Stripe/PayPal account. If you have more than one account under the same email address, you might have linked the wrong one.
- Confirm that your Stripe/PayPal account is activated. You won’t be able to accept payments until your account is fully activated. See the articles below for further instructions.
When should I contact Stripe or PayPal for help?
If your Stripe/PayPal account is new, the verification process can take a few days. Check after that time to see if your account status has changed to Connected. If it’s still Pending and none of the troubleshooting tips work, contact Stripe or PayPal to see if there are any other steps you need to take. You can use the following template in your message:
Hello,
I have created and activated my account, but it is still unable to accept charges. Please let me know what else I need to do before I can start processing credit card payments.
Thank you,
{Your name}
What if my newly added bank account in Stripe or PayPal is not available for payouts?
If you’ve added a new bank account in Stripe or PayPal and it isn’t showing as available for payouts, this is a bank verification issue that your payment processor manages directly. RallyUp cannot view or change the status of bank accounts within your Stripe or PayPal account, so you’ll need to resolve this with their support team.
Stripe and PayPal typically require newly added bank accounts to go through a verification process before they become available for payouts. There may also be additional steps or documentation required on your end.
To get your bank account enabled for payouts, contact your payment processor directly:
- Visit the Stripe Support contact page or PayPal Support contact page.
- Let them know that you added a new bank account and it is not yet available for payouts.
- Ask them to review your account for any pending verification steps or required actions.
You can use the following message as a starting point:
Hello,
I recently added a new bank account to my Stripe/PayPal account, but it is not yet showing as available for payouts. Could you please review my account and let me know if there are any pending verification steps or actions I need to complete?
Thank you,
{Your name}
What if Stripe or PayPal ask me questions about what my organization “sells”?
Stripe and PayPal review every account independently, including nonprofit accounts. As part of this review, your payment processor may contact you to ask what your organization accepts payments for or what you are “selling.” This is a standard part of their compliance process and is not caused by anything in your RallyUp setup.
When this happens, respond to Stripe or PayPal directly and describe your organization’s fundraising activities — for example, that your organization collects charitable donations and processes event registrations. RallyUp cannot see your payment processor’s internal review status or the questions they have sent to you. All communication about Stripe or PayPal’s compliance review must happen directly between you and your payment processor.
What if Stripe or PayPal tell me the issue is “on RallyUp’s side”?
If your payment processor tells you the issue is on RallyUp’s side, first confirm your connection status in RallyUp:
- Select Organization Settings from the left menu, then go to Payment Processing.
- Check that your Account Status shows Connected.
If your Account Status shows Connected, your Stripe or PayPal account is successfully linked and RallyUp is ready to process payments. Any remaining holds, reviews, or information requests must be completed directly in Stripe or PayPal — RallyUp cannot see, override, or release a hold that your payment processor has placed on your account. Contact them directly and let them know your RallyUp connection is confirmed as Connected.
If your Account Status does not show Connected, follow the steps in the How do I troubleshoot a pending account status? section above.
Do I need to configure branding settings in Stripe or PayPal separately from RallyUp?
Yes, if your payment processor asks you to. Stripe and PayPal have their own branding configuration that are separate from the branding you manage in RallyUp. Stripe and PayPal’s branding settings control how your organization appears on Stripe or PayPal-hosted pages and on payment confirmations that your payment processor sends directly to your donors.
Your RallyUp Campaign Pages use the branding you set up in RallyUp — changes made in Stripe or PayPal do not affect what donors see on your RallyUp pages. If your payment processor prompts you to complete branding configuration, complete it directly in your Stripe or PayPal dashboard. To learn how to manage your organization’s branding in RallyUp, see Understand: Branding Your Account.
Frequently Asked Questions
What does Pending account status mean?
A Pending status means your Stripe or PayPal account is still being reviewed or verified. You won’t be able to start fundraising until your account status changes to Connected.
Why is my Stripe or PayPal account status showing as Pending?
Common reasons include an incomplete account setup, an account requiring activation, or information being confirmed such as ID documentation, nonprofit discount verification, or payment schedule details.
Can I accept donations while my account status is Pending?
No, you cannot accept payments or donations until your Stripe or PayPal account status changes from Pending to Connected.
What’s the first thing I should try to fix a Pending status?
Reconnect your account by selecting “Link a different account” under More options and completing the setup process again with the same account information. This resolves the issue for most users.
How long does the verification process take?
If your Stripe or PayPal account is new, the verification process can take a few days. Check after that time to see if your account status has changed to Connected.
What if I have multiple Stripe or PayPal accounts?
Make sure you’re using the correct email address associated with the account you want to link. If you have multiple accounts under the same email, verify that you’ve linked the correct one.
What should I do if troubleshooting doesn’t fix the Pending status?
If your account is still Pending after a few days and none of the troubleshooting tips work, contact Stripe or PayPal directly to see if there are additional steps you need to take before you can start processing payments.
Can RallyUp see why my newly added bank account isn’t available for payouts in Stripe or PayPal?
No. Bank account details and payout availability are managed entirely within Stripe or PayPal. RallyUp cannot view or change the status of bank accounts connected to your Stripe or PayPal account. Contact your payment processor directly so they can review your account and identify any required steps.
Why isn’t my newly added Stripe or PayPal bank account available for payouts?
Newly added bank accounts in Stripe or PayPal typically go through a verification process before they become available for payouts. There may also be additional actions or documentation required on your end. Contact your payment processor and ask them to review your account for any pending verification steps or required actions.
Stripe or PayPal is asking me what I “sell” or what I accept payments for. Is this normal for a nonprofit?
Yes, this is a standard part of your payment processor’s account review process. Stripe and PayPal independently review every account, including nonprofit accounts. When prompted, describe your organization’s fundraising activities directly to Stripe or PayPal — for example, that your organization collects charitable donations through RallyUp. RallyUp cannot see or respond to your payment processor’s compliance questions on your behalf.
Stripe or PayPal told me the issue is on RallyUp’s side. What should I do?
First, check your connection status in RallyUp by going to Organization Settings > Payment Processing and confirming that your Account Status shows Connected. If it does, your RallyUp setup is complete and any remaining hold or review is managed by Stripe or PayPal. Contact them directly and let them know your RallyUp connection is confirmed as Connected.
Do I need to set up branding in Stripe or PayPal as well as in RallyUp?
Yes, if they ask you to. Stripe and PayPal have their own branding settings that are separate from the branding you configure in RallyUp. Stripe and PayPal’s branding affect Stripe or PayPal-hosted pages and the emails that Stripe or PayPal send to your donors — it does not affect how your RallyUp Campaign Cages look. You can update your Stripe or PayPal branding settings directly in your Stripe or PayPal dashboard.