# Remediation link process walkthrough

Learn how to use remediation links to collect verification information from your connected accounts.

Remediation links allow platform users to collect verification information from their existing connected accounts. You generate account-specific remediation links in the Dashboard, then send them to connected accounts through any communication channels, such as email, chat, in-app notifications, or support interactions. When a connected account clicks a remediation link, it takes them to a Stripe-hosted page where they can provide updated information directly to Stripe. This page walks through the process of generating and sending remediation links, and describes the experience of a connected account when they use a link.

## Availability

Remediation links are active for 90 days, and an account can access the same link multiple times. Before generating a link, make sure that it goes to the right individual by verifying that the account owner is set correctly. If a link expires, you can generate a new one.

Only the following [user roles](https://docs.stripe.com/get-started/account/teams/roles.md) have permission to generate remediation links:

- Administrator
- Connect Onboarding Analyst
- Developer
- Data Migration Specialist
- Support Associate
- Support Specialist

### Remediation and account links

If your connected accounts access Stripe-hosted Dashboards or an interface built with Connect embedded components, use remediation links to address updated requirements. Otherwise, configure your integration to address updated requirements [using account links](https://docs.stripe.com/connect/handle-verification-updates.md#collect-updated-information-from-affected-users).

You can only generate remediation links in the Dashboard, not using the API. To use the API to direct connected accounts to onboarding, create [account links](https://docs.stripe.com/connect/custom/onboarding.md?verification=hosted#stripe-hosted-onboarding), which are temporary and can only be used once.

### Access

The page that a remediation link opens depends on the account’s configuration:

| Connected account has access to:                                                                          | Remediation link opens:                                                                                                                                                                                                                                      |
| --------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| A Stripe embedded onboarding component and embedded notification banner                                   | A platform website page displaying the [embedded notification banner](https://docs.stripe.com/connect/supported-embedded-components/notification-banner.md), configured in [your Connect settings](https://dashboard.stripe.com/settings/connect/site-links) |
| The full Stripe Dashboard and no embedded onboarding or notification banner (including Standard accounts) | The Account Status page in the Stripe Dashboard                                                                                                                                                                                                              |
| The Express Dashboard and no embedded onboarding or notification banner (including Express accounts)      | The Stripe Express onboarding flow                                                                                                                                                                                                                           |
| No Stripe Dashboard and no embedded onboarding or notification banner (including Custom accounts)         | Stripe-hosted onboarding; the account holder must create a Stripe login and verify their information as the primary account owner or representative                                                                                                          |

## Generate remediation links

You can generate a remediation link for an individual account or export a list of remediation links for multiple accounts.

## Generate a link for an individual account

An account might have requirements that you can generate links for. If so, those requirements appear in the **Actions required** list at the top of its Account details page. Click an issue in the list to open the details page for that requirement.

Possible remediation paths, if available, appear as a button or dropdown menu. Generate the link by clicking **Request from account**.
![](https://b.stripecdn.com/docs-statics-srv/assets/request-from-account.bc3103b0624d4902b56ecb0e9251091b.png)

Request information from the connected account
![](https://b.stripecdn.com/docs-statics-srv/assets/generate-remediation-link.80ccf97389a197cedf05d1206081c318.png)

The remediation link appears in a dialog.

## Export links for multiple accounts

On the [Connected accounts](https://dashboard.stripe.com/connect/accounts-list) page of your Dashboard, follow these steps:

1. Filter the view to include the accounts that you want to generate remediation links for.
1. Click **Export** in the upper right of the page.
1. In the export dialog, select:
   - **All columns** to export all columns
   - **Custom** to export a subset of columns; select **Remediation link** and any other desired fields

> If we can’t generate a remediation link, it means that we don’t have enough information to verify the account. The account data in Stripe must include a primary account representative, with their full name and date of birth, and an external payout account.

## Send remediation links to connected accounts

You can send remediation links by any communication channel. Because they direct accounts to a Stripe-hosted page, we recommend that when you send a link, you inform the account that you partner with Stripe for payments. That explains why your link takes them to a Stripe-hosted page.

Here’s an example of an email that a platform might use to send a remediation link:
![Example of a remediation link email](https://b.stripecdn.com/docs-statics-srv/assets/email-action-required.15e5878a481c6a8726e15965bdfaffe1.png)

Remediation link email

## Understand what a connected account sees when they click a remediation link

The following example scenarios help you and your support team understand remediation links from the perspective of a connected account. Select the Dashboard that’s applicable to your connected accounts.

> These screenshots are representative examples that might not match the actual screens presented to your connected accounts.

#### Embedded components

For connected accounts that used hosted onboarding and have access to the Notification banner embedded component, remediation links point to the platform website page that hosts the notification banner. The banner includes information and links for the connected account to address any open issues.

If the platform’s Connect settings don’t include the URL of the Notification banner component, a remediation link takes the connected account to hosted onboarding. The behavior is the same as it’s for other accounts that don’t have Stripe Dashboard access.

1. **The account reviews the notification banner**

Clicking the link opens the page containing the notification banner. In some cases, the account [might need to log in](https://docs.stripe.com/connect/get-started-connect-embedded-components.md#user-authentication-in-connect-embedded-components).

The notification banner displays any outstanding tasks.
![The embedded notification banner](https://b.stripecdn.com/docs-statics-srv/assets/remediation-furever-banner.dec6fe3e17b4bcf0ded7a9dcbdaa6267.png)

Embedded notification banner

1. **The account addresses open tasks**

The account can address a task by clicking the button in the notification. In this example, clicking **Add information** opens a dialog where they can enter the required information.
![An information collection dialog](https://b.stripecdn.com/docs-statics-srv/assets/remediation-furever-dialog.e6b61383970a1247afa9fe6af316f075.png)

Information collection dialog

#### Full Stripe Dashboard

For connected accounts with access to the full Stripe Dashboard, including Standard accounts, remediation links take them to the [Account status page](https://dashboard.stripe.com/account/status) in their Stripe Dashboard.

1. **The account logs into the Stripe Dashboard**

The account logs into their Stripe Dashboard normally.
![The account login page](https://b.stripecdn.com/docs-statics-srv/assets/standard-account-login.06b89fb58a3863dfe60046b43352d4ac.png)

Full Stripe Dashboard account login page

1. **The account provides information**

The link takes them to their Account status page, where they can view all outstanding tasks required to keep their account open and in good standing. Each task prompts them to provide any required information.
![The account status page](https://b.stripecdn.com/docs-statics-srv/assets/standard-account-status.72b5f37b4af33bba04448ae34e1c134f.png)

Account status page

#### Express Dashboard

For connected accounts with access to the Stripe Express Dashboard, including Express accounts, remediation links take them to the Stripe-hosted Express onboarding flow. If they’ve recently logged into the Express Dashboard, or accessed another remediation link in the same browser session, the link opens the information collection step of the flow.

1. **The account requests an SMS verification code**

The link prompts the account to log in by requesting an SMS verification code.
![SMS verification code request](https://b.stripecdn.com/docs-statics-srv/assets/express-welcome-back.314fb55e55fbd8439f54b47e825280a1.png)

Request a verification code

1. **The account logs into Express onboarding**

We send a code in an SMS message to the account’s phone number and prompt them to enter it. If they access the link again in another browser session, or access another remediation link, we send a new code for re-authentication.
![Phone number verification form](https://b.stripecdn.com/docs-statics-srv/assets/express-verify-phone.ebf6e6c6f7601847a60297088e124a77.png)

Verify the phone number

1. **The account provides information**

After the account logs in, we present forms for entering any information needed for current and future requirements. For example, if the business contact information and website details are required, and we only have verified contact information, we present a form for collecting the website details.
![Example of an information collection form](https://b.stripecdn.com/docs-statics-srv/assets/express-business-details.9b3286fe155452e619bb274157905bb5.png)

Example information collection form

After collecting all the information, we display a summary screen, highlighting any fields that are still outstanding or pending verification from Stripe. To update a field, they can click **Edit** in the corresponding section.

If an account clicks a remediation link and has no outstanding information requirements, they see the summary page.
![The summary page](https://b.stripecdn.com/docs-statics-srv/assets/express-summary.fe23846a93c4890745ce0a4a7f547d22.png)

Summary page

> An account can update information in these forms other than the required fields. If they do so, they can trigger additional reviews or verifications. For example, changing the SSN can require the account to re-accept the Stripe terms of service or to upload an identity document. The account can use the same remediation link to address any additional requirements.

#### No Stripe Dashboard

For connected accounts without access to a Stripe-hosted Dashboard or to the Notification banner embedded component, including Custom accounts, remediation links take them to Stripe-hosted onboarding. To securely update account information, the account owner must create a Stripe user account. If the account owner has already clicked the remediation link and verified their identity in the current browser session, the link opens the information collection onboarding step.

> Customize your [platform’s branding settings](https://dashboard.stripe.com/settings/connect/onboarding-interface) with your platform’s name, logo, and colors. Setting the branding information ensures the remediation links are co-branded with your platform’s information.

1. **The account owner enters their phone number and email address**

This information establishes the identity of the person updating verification information for the connected account. We use the phone number for SMS authentication with a one-time-password. The phone number doesn’t have to match any number already associated with the account. We only use the email address as a backup authentication method. We don’t send any other emails to that address.

If the email address is associated with an existing Stripe user account, we prompt them to log in to that account using its existing password.
![Phone and email form](https://b.stripecdn.com/docs-statics-srv/assets/custom-hosted-form-phone.3cd52deaa9e9b0023de124018f07d8f6.png)

Enter phone number and email address

1. **The account owner verifies the phone number**

We send a code in an SMS message to the phone number and prompt the account owner to enter it. If they access the link again in another browser session, or access another remediation link, we send a new code for re-authentication.
![Phone number verification form](https://b.stripecdn.com/docs-statics-srv/assets/custom-hosted-form-sms.ff955cc47e46cb0a3a6c52ca0d6c2048.png)

Verify the phone number

1. **The account owner verifies their identity**

To make sure that only authorized people access account information, we prompt the account owner to verify their identity by requesting details associated with the account and its representative.

If the account owner fails to verify their identity, you can take action as described in the [verification failure section](https://docs.stripe.com/connect/dashboard/remediation-links.md#verification-failure) below.

If the account owner has already verified their identity, or has onboarded through Stripe Express (such as to access Stripe’s Tax Reporting Dashboard), we skip this step.
![Identity verification form](https://b.stripecdn.com/docs-statics-srv/assets/custom-hosted-form-identity.7e25a76d6f3f0569475f189502c507b1.png)

Verify identity

1. **The account owner provides information**

After verifying the account owner’s identity, we present forms for entering any information needed for current and future requirements. If the account has any outstanding risk reviews, we present them first. The following is an example of a risk review form:
![Example of a risk review form](https://b.stripecdn.com/docs-statics-srv/assets/custom-hosted-form-risk.dabb931a48e30ac6bd046ae82aed22b1.png)

Example risk review form

After the forms for any risk reviews, we prompt the account owner to provide any additional information that requires updating. For example, if the statement descriptor isn’t aligned to the business, we present the screen for collecting public details including the statement descriptor, highlighting any fields with errors.

After collecting all the information, we display a summary screen, highlighting any fields that are still outstanding or pending verification from Stripe. To update a field, they can click **Edit** in the corresponding section.

If an account owner clicks a remediation link and has no outstanding risk reviews or outstanding information requirements, they see the summary page.
![The summary page](https://b.stripecdn.com/docs-statics-srv/assets/custom-hosted-summary.488d732dd5434897d7c9789e32a0fcab.png)

Summary page

> An account owner can update information in these forms other than the required fields. If they do so, they can trigger additional reviews or verifications. For example, changing the SSN can require the account owner to re-accept the Stripe terms of service or to upload an identity document. The account owner can use the same remediation link to address any additional requirements.

## Handle an unverified account owner

If a connected account owner fails to verify their identity, we tell them to contact their platform and the connected account details page displays a notification banner.
![The page shown when a connected account fails to verify their identity](https://b.stripecdn.com/docs-statics-srv/assets/custom-hosted-form-failure.e25c0e547e804a1a3851be7b2155f5e1.png)

Identity verification failure

If verification fails, verify that the account information is correct and complete. Then, reset the remediation link through the banner at the top of the connected account details page.

| Failure reason                                                                                             | Platform action                                                                                                                                                                                                                                                                                                                                                  |
| ---------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| The account owner or representative has entered the wrong information four times.                          | The banner at the top of the connected account details page requires you to acknowledge a security check before you can reset the link. Acknowledging the check allows you to reset the link four more times.                                                                                                                                                    |
| A person not listed as the account representative is trying to enter account information.                  | Update the account representative’s name, date of birth, and last 4 digits of the SSN, and ask them to try the link again. To instead let the representative update their information directly, use the API to create and share an [account link](https://docs.stripe.com/connect/custom/onboarding.md?verification=hosted#stripe-hosted-onboarding).            |
| We don’t have enough account information (such as the bank account number or last four digits of the SSN). | Add more account details, including date of birth and last 4 digits of the SSN, then ask the connected account to try the link again. To instead let the representative update their information directly, use the API to create and share an [account link](https://docs.stripe.com/connect/custom/onboarding.md?verification=hosted#stripe-hosted-onboarding). |