Embedded Connect Support

In some configurations that use embedded components, Stripe provides targeted support for your connected accounts. That support is available when your connected accounts don’t have access to a Stripe-hosted Dashboard and your platform isn’t liable for their negative balances. It includes:

• A Stripe-hosted support site with self-serve content specific to Stripe’s embedded components
• Access to email and live chat support for your connected accounts
• Links to the self-serve support site in your embedded components and co-branded risk and compliance emails

Your connected accounts might need help with payment processing-specific issues such as responding to disputes or confirming expected fund settlement times. They can also have questions about risk interventions where only Stripe has full visibility and control. Providing direct access to Stripe Support for such situations greatly reduces your platform support team’s operational load. In addition, you can implement a complete self-serve solution for risk interventions by combining that support access with Stripe Managed Risk.

Prerequisites

Set up your platform with a fully embedded connect configuration. The Stripe-hosted self-serve support site becomes discoverable to your users after you implement the required embedded components for your configuration.

Access the support site

Your users can access the Stripe-hosted support site at https://support.stripe.com/embedded-connect/.

Embedded components include Contact support links at the bottom right of each window. We also include links in flows where users are most likely to need Stripe’s help.

Each of the following embedded components contains links to contact support:

• Account management
  • Edit Professional details
  • Edit Public details
  • Edit Personal details
  • Edit Payout details
• Notification banner
  • Compliance forms
  • Risk forms
• Onboarding
• Authentication window

Self-serve help

The support site includes articles and related questions across several topic areas, including the following:

• Accounts
• Declines
• Disputes
• Fraud
• Legal
• Payments
• Payouts
• Privacy
• Refunds
• Reserves
• Verification

Contacting support

Contact support links appear on the right side of each page on the self-serve support site.

If the user is authenticated (for example, provided an SMS OTP), clicking the link opens a support widget. The widget lets them start a real-time chat with Support or send an email.

Clicking the link while not authenticated, or clicking Send us an email in the widget, opens a form to open a support case by email.