# Issuing regulated customer notices Learn about sending regulatory notifications to your customers. To comply with applicable laws, Issuing platforms must send customer communications upon certain trigger events. This guide shows you how Stripe helps you stay compliant by sending properly formatted notices when required. Stripe offers a no-code solution to [send regulated emails on your behalf](https://dashboard.stripe.com/settings/connect/emails). We recommend this option because it helps you stay compliant automatically. # Let Stripe send regulated emails on your behalf > This is a Let Stripe send regulated emails on your behalf for when issuing-notices-sender is stripe. View the full page at https://docs.stripe.com/issuing/compliance-us/issuing-regulated-customer-notices?issuing-notices-sender=stripe. Stripe monitors [events requiring a customer notice](https://docs.stripe.com/issuing/compliance-us/issuing-regulated-customer-notices.md#notice-events), and sends an email on your behalf to the connected account. ## Preview and send test emails You can preview our email templates and send test emails to make sure your branding and email addresses are working as expected. From [Emails](https://dashboard.stripe.com/settings/connect/emails), click **Preview and customize** to view the Issuing notice email templates, then click **Send test email**. Issuing notices only appear on this page for US Issuing platforms. ## Confirm your branding settings All connected accounts that receive Issuing notices see your business name, icon, and branding colors in the notice emails. To manage these brand settings, go to your [Emails](https://dashboard.stripe.com/settings/connect/emails), click **Customize branding**, and verify the information is correct. ## Confirm your support email and set up your email domain When Stripe sends an email on your behalf, we use your support email for the **reply-to** address. You can configure this in your [Public details settings](https://dashboard.stripe.com/settings/public). By default, Stripe sends Issuing notices from **card-issuing-notices@stripe.com**, using your [business name](https://dashboard.stripe.com/settings/connect#branding) as the display name (for example, **“Rocket Rides”** card-issuing-notices@stripe.com). You can send emails from [your own email domain](https://docs.stripe.com/get-started/account/email-domain.md), but you can’t change the local address (for example, card-issuing-notices@yourcustomdomain.com). ## Review connected account details Stripe sends notices to the connected account’s email saved with Stripe. If the connected account has a primary user with log-in access to the Stripe Dashboard, we’ll email that individual. If not, we send it to the [account email address](https://docs.stripe.com/api/accounts/object.md#account_object-email) (if available) and if that’s not available, we send it to the [representative’s email address](https://docs.stripe.com/api/persons/object.md#person_object-email). To view notices sent by Stripe to a connected account, go to the account’s Activity page in your Dashboard and look for the section **Emails to this account**. # Send regulated emails yourself > This is a Send regulated emails yourself for when issuing-notices-sender is platform. View the full page at https://docs.stripe.com/issuing/compliance-us/issuing-regulated-customer-notices?issuing-notices-sender=platform. If you prefer to have more control over your email templates, you can send your own Issuing notices after Stripe’s compliance team approves them. You must report all regulated notices to Stripe through the API. ## Submit your email templates Review our available [templates](https://docs.stripe.com/issuing/compliance-us/issuing-regulated-customer-notices.md?issuing-notices-sender=stripe#issuing-notice-email-templates), then send your customized versions to [platform-compliance@stripe.com](mailto:platform-compliance@stripe.com) for approval. You must include all the legal disclosures and critical information from the Stripe templates, but you can customize some wording with your own branding. ## Integrate with the Stripe notice reporting API After Stripe approves your templates, we give you access to the Account Notice API, which lets Stripe inform you of [events requiring a customer notice](https://docs.stripe.com/issuing/compliance-us/issuing-regulated-customer-notices.md#notice-events), and allows you to report the content of your email to Stripe when you email your customer. You can listen to the `account_notice.created` [webhook](https://docs.stripe.com/webhooks.md) to know when to send a new notice. Each Account Notice object specifies: - `reason`: the type of notice required - `linked_object`: relevant information like details of a dispute - `deadline`: time by which you must send the notice When you’ve emailed your customer, use the update Account Notice API to provide the email’s: - `plain_text` - `subject` - `recipient` email address - `sent_at` date ## Optional notices Although not mandatory, we recommend sending notices for account inactivity. Stripe informs you of account inactivity events through the Account Notice API, but they have no deadline, and reporting these notices to Stripe is optional. ## Tell Stripe when you’re ready to go live After you complete and test your integration with the Account Notice API, email [platform-compliance@stripe.com](mailto:platform-compliance@stripe.com). Stripe checks that you’ve properly replied to a variety of test Account Notices. After we confirm it, Stripe stops sending notices on your behalf and enables live mode on the Account Notice API. The Stripe compliance team monitors your use of Account Notices to make sure you’re sending the appropriate emails before deadlines. ## Events that require a customer notice The trigger events outlined below require a customer notice. #### Events monitored by Stripe Stripe monitors for most events requiring a notice. If you aren’t a platform sending your own notices, we send a notice to the customer on your behalf. ### Disputes You must send regulated notices when you [submit a dispute](https://docs.stripe.com/issuing/purchases/disputes.md), and again when the result of the dispute is determined by the network (the dispute is either won or lost). ### Involuntary account closures Only Stripe can disable [inactive connected accounts](https://support.stripe.com/questions/issuing-managing-inactive-connect-accounts) and disable accounts that violate our [terms of service](https://stripe.com/legal/restricted-businesses). Stripe sends emails on your behalf for both of these events. If you’re sending emails yourself, Stripe informs you of both events. We recommend that you send a notice for inactivity closures, and we require that you send a notice for terms of service closures. If the customer requests an account closure, you don’t need to send a notice (and Stripe won’t send one on your behalf). ### Issuing applications rejected for failure to verify identity You must notify a connected account when it [remains unverified within 29 days of completing an application for the card_issuing capability](https://docs.stripe.com/issuing/connect.md#failure-to-verify-rejection). Stripe monitors completed applications (once the account has submitted all required information for Issuing and accepted the Issuing terms of service) and generates a notice if the capability remains `inactive` after 29 days. In testing environments, Stripe generates the notice 1 hour after completion to help you reproduce this scenario. ### Charge Card credit underwriting decisions Stripe monitors Charge Card underwriting decisions, and you must send regulated notices for any negative impact to the user’s credit account. This includes rejected applications, rejected requests for a credit limit increase, reductions in a credit limit, or the closure of a credit line. If your platform hasn’t been approved to use Stripe’s Charge Card product, these templates don’t apply. #### Other events (not monitored by Stripe) ### Terms of Service violations identified by the platform If your platform identifies an account that might be in violation of the Stripe terms of service, please [contact support](https://support.stripe.com/contact/login) to inform Stripe, and we’ll perform a review of the account and take appropriate action. ### Other Spend Card adverse actions aren’t permitted Platforms issuing Spend Cards don’t have the authority to make underwriting decisions to reject applications or close accounts for any reason other than failure to verify identity. If your platform inadvertently takes any other adverse action, you must report it to Stripe’s compliance team. Such actions won’t appear in the Account Notice API. ## Issuing Notice email templates Stripe uses the templates below to send emails to your users relevant to events that trigger them. You can preview each template from [Communication Settings](https://dashboard.stripe.com/settings/connect/emails) by clicking **Preview and customize**. Customize your platform name and logo by clicking **Customize branding**. If you’ve configured your [custom email domain](https://docs.stripe.com/get-started/account/email-domain.md), Stripe automatically removes the *italicized* text in each template. This text is included when the email is sent from card-issuing-notices@stripe.com. ### Dispute submitted | | | | | Subject: A dispute has been submitted on your behalf by Preheader: Your dispute has been received Hello , We’ve opened a dispute case for a recent transaction of <[Transaction amount](https://docs.stripe.com/api/issuing/transactions/object.md#issuing_transaction_object-amount)\> <[Transaction currency](https://docs.stripe.com/api/issuing/transactions/object.md#issuing_transaction_object-currency)\> at <[Transaction merchant name](https://docs.stripe.com/api/issuing/transactions/object.md#issuing_transaction_object-merchant_data-name)\> on your card ending in <[Card last 4](https://docs.stripe.com/api/issuing/cards/object.md#issuing_card_object-last4)\>. If you don’t recognize this charge and suspect this card has been compromised, cancel the card immediately. Disputes are submitted to the card network for a final decision, which might take up to 90 days. You receive an email when a decision has been made. Please contact support with any follow-up questions. You can reply to this email, or contact <[Your platform support email](https://dashboard.stripe.com/settings/public)\>. — *\*Stripe and\** On behalf of *\*This email was sent by Stripe for your account with\** , Account ID: <[Merchant account ID](https://docs.stripe.com/api/accounts/object.md#account_object-id)\> | ### Dispute lost | | | | | Subject: Your recent card dispute was lost Preheader: The dispute decision from the network and processor is final. Hello , Your recent transaction dispute from your card ending in <[Card last 4](https://docs.stripe.com/api/issuing/cards/object.md#issuing_card_object-last4)\> was resolved in the merchant’s favor. The dispute decision from the network and processor is final. **Transaction summary:** **Dispute reason** <[Dispute reason](https://docs.stripe.com/api/issuing/disputes/object.md#issuing_dispute_object-evidence-reason)\> **Loss reason** <[Dispute loss reason](https://docs.stripe.com/api/issuing/disputes/object.md#issuing_dispute_object-loss_reason)\> <[Dispute loss reason description](https://docs.stripe.com/api/issuing/disputes/object.md#issuing_dispute_object-loss_reason)\> **Merchant name** <[Transaction merchant name](https://docs.stripe.com/api/issuing/transactions/object.md#issuing_transaction_object-merchant_data-name)\> **Date** <[Transaction date](https://docs.stripe.com/api/issuing/transactions/object.md#issuing_transaction_object-created)\> **Total** <[Transaction amount](https://docs.stripe.com/api/issuing/transactions/object.md#issuing_transaction_object-amount)\><[Transaction currency](https://docs.stripe.com/api/issuing/transactions/object.md#issuing_transaction_object-currency)\> Please contact support with any follow-up questions. You can reply to this email, or contact <[Your platform support email](https://dashboard.stripe.com/settings/public)\>. — *\*Stripe and\** On behalf of *\*This email was sent by Stripe for your account with\** , Account ID: <[Merchant account ID](https://docs.stripe.com/api/accounts/object.md#account_object-id)\> | ### Dispute won | | | | | Subject: Your recent card dispute was lost Preheader: The dispute decision from the network and processor is final. Hello , Your recent transaction dispute from your card ending in <[Card last 4](https://docs.stripe.com/api/issuing/cards/object.md#issuing_card_object-last4)\> was resolved in your favor. A credit for <[Dispute amount](https://docs.stripe.com/api/issuing/disputes/object.md#issuing_dispute_object-amount)\> <[Card currency](https://docs.stripe.com/api/issuing/cards/object.md#issuing_card_object-currency)\> has been applied to your account. **Transaction summary:** **Dispute reason** <[Dispute reason](https://docs.stripe.com/api/issuing/disputes/object.md#issuing_dispute_object-evidence-reason)\> **Merchant name** <[Transaction merchant name](https://docs.stripe.com/api/issuing/transactions/object.md#issuing_transaction_object-merchant_data-name)\> **Date** <[Transaction date](https://docs.stripe.com/api/issuing/transactions/object.md#issuing_transaction_object-created)\> **Total** <[Transaction amount](https://docs.stripe.com/api/issuing/transactions/object.md#issuing_transaction_object-amount)\><[Transaction currency](https://docs.stripe.com/api/issuing/transactions/object.md#issuing_transaction_object-currency)\> Please contact support with any follow-up questions. You can reply to this email, or contact <[Your platform support email](https://dashboard.stripe.com/settings/public)\>. — *\*Stripe and\** On behalf of *\*This email was sent by Stripe for your account with\** , Account ID: <[Merchant account ID](https://docs.stripe.com/api/accounts/object.md#account_object-id)\> | ### Account closed by Stripe for Inactivity | | | | | Subject: Your physical or virtual cards from have been deactivated Preheader: Your account has been inactive for more than a year Hello , We’re writing to let you know that any physical or virtual cards issued to you through have been deactivated due to inactivity, and we’ve paused your ability to create new cards with . You’re receiving this email because your account allowed you to create physical and/or virtual cards, but you haven’t made any card transactions in more than a year. Please contact support with any questions, or to restore your account’s ability to create new cards. You can reply to this email, or contact <[Your platform support email](https://dashboard.stripe.com/settings/public)\>. — *\*Stripe and\** [](https://docs.stripe.com/issuing/compliance-us/issuing-regulated-customer-notices.md#equal-credit-opportunity-act-disclosures) *\*This email was sent by Stripe for your account with\** , Account ID: <[Merchant account ID](https://docs.stripe.com/api/accounts/object.md#account_object-id)\> | ### Account closed by Stripe for not providing business model clarification | | | | | Subject: [Important] Information needed for your account with Preheader: We need more information about your business Hello , We’re writing to confirm that as of today we have disabled your ability spend on active cards on your account, as we didn’t receive a response to our recent request for additional information about your business and its use of Stripe Issuing. As a result, you’ll no longer be able to make authorized card transactions. To re-enable your account, we need you to provide the following information: - Who is your target audience? We’d like to learn about your typical customers. - Specifically, please provide details around products/inventory, pricing, shipping details, and customer-vetting processes, if applicable. Please contact support with any questions, or to restore your account’s ability to spend on cards. You can reply to this email, or contact <[Your platform support email](https://dashboard.stripe.com/settings/public)\>. — *\*Stripe and\** [](https://docs.stripe.com/issuing/compliance-us/issuing-regulated-customer-notices.md#equal-credit-opportunity-act-disclosures) *\*This email was sent by Stripe for your account with\** , Account ID: <[Merchant account ID](https://docs.stripe.com/api/accounts/object.md#account_object-id)\> | ### Account closed by Stripe for not providing url clarification | | | | | Subject: [Important] Information needed for your account with Preheader: We need more information about your business Hello , We’re writing to confirm that as of today we have disabled your ability spend on active cards on your account, as we didn’t receive a response to our recent request for additional information about your business and its use of Stripe Issuing. As a result, you’ll no longer be able to make authorized card transactions. To re-enable your account, we need you to provide the following information: - A detailed explanation of your business model - A working website for your business that we can access to ensure it complies with our terms of service - A social media profile for you or your business (for example, an established LinkedIn or Facebook business page that includes your contact information) Please contact support with any questions, or to restore your account’s ability to spend on cards. You can reply to this email, or contact <[Your platform support email](https://dashboard.stripe.com/settings/public)\>. — *\*Stripe and\** [](https://docs.stripe.com/issuing/compliance-us/issuing-regulated-customer-notices.md#equal-credit-opportunity-act-disclosures) *\*This email was sent by Stripe for your account with\** , Account ID: <[Merchant account ID](https://docs.stripe.com/api/accounts/object.md#account_object-id)\> | ### Account closed by Stripe for not providing use case clarification | | | | | Subject: [Important] Information needed for your account with Preheader: We need more information about your business Hello , We’re writing to confirm that as of today we have disabled your ability spend on active cards on your account, as we didn’t receive a response to our recent request for additional information about your business and its use of Stripe Issuing. As a result, you’ll no longer be able to make authorized card transactions. To re-enable your account, we need you to provide the following information: - How will your business use Issuing? - How will the Issuing balance be funded? - Who will be using the cards? (for example, employees, contractors, customers) - Are you issuing cards directly to any authorized users that aren’t direct employees of your company? - If yes, please provide details on who the cards are being issued to and for what purpose. - If no, provide details on how many direct employees your company has. This doesn’t include independent contractors or subcontractors. Please contact support with any questions, or to restore your account’s ability to spend on cards. You can reply to this email, or contact <[Your platform support email](https://dashboard.stripe.com/settings/public)\>. — *\*Stripe and\** [](https://docs.stripe.com/issuing/compliance-us/issuing-regulated-customer-notices.md#equal-credit-opportunity-act-disclosures) *\*This email was sent by Stripe for your account with\** , Account ID: <[Merchant account ID](https://docs.stripe.com/api/accounts/object.md#account_object-id)\> | ### Account closed by Stripe for Terms of Service violation | | | | | Subject: [Important] Your use of cards issued through Preheader: We can no longer support your business’s cards Hello , After conducting a routine review of your card account with , we have determined we can no longer support further use of your cards. Unfortunately, your business is using cards in a way that violates Stripe’s terms of service. These restrictions are firm, so we have no flexibility in this matter. As a result, you can no longer transact on your existing cards or create new cards. You may withdraw any remaining balance with . We recommend that you notify any cardholders linked to your account as soon as possible. We’re sorry about any impact this decision may have on your business. If you believe this decision was made in error, or if you have any other questions, please contact support. You can reply to this email, or contact <[Your platform support email](https://dashboard.stripe.com/settings/public)\>. — *\*Stripe and\** [](https://docs.stripe.com/issuing/compliance-us/issuing-regulated-customer-notices.md#equal-credit-opportunity-act-disclosures) *\*This email was sent by Stripe for your account with\** , Account ID: <[Merchant account ID](https://docs.stripe.com/api/accounts/object.md#account_object-id)\> | ### Spend Card application rejected for failure to verify identity | | | | | Subject: Your recent application for cards through was rejected Hello , Your application for cards through was rejected because we couldn’t verify your identity within 30 days. If you want to apply again or have any follow-up questions, please contact support. You can reply to this email, or contact <[Your platform support email](https://dashboard.stripe.com/settings/public)\>. — *\*Stripe and\** [](https://docs.stripe.com/issuing/compliance-us/issuing-regulated-customer-notices.md#equal-credit-opportunity-act-disclosures) *\*This email was sent by Stripe for your account with\** , Account ID: <[Merchant account ID](https://docs.stripe.com/api/accounts/object.md#account_object-id)\> | ### Additional templates for Charge Card platforms If your platform has been approved to use Stripe’s Charge Card product, then additional templates apply. ### Equal Credit Opportunity Act disclosures In the templates above, is replaced with the appropriate equal credit opportunity act disclosure for your platform’s bank sponsor. #### Celtic Bank | | | | | On behalf of Celtic Bank Notice: The federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has in good faith exercised any right under the Consumer Credit Protection Act. The Federal agency that administers compliance with this law concerning Celtic Bank is Division of Depositor and Consumer Protection, National Center for Consumer and Depositor Assistance, Federal Deposit Insurance Corporation, 1100 Walnut Street, Box #11, Kansas City, MO 64106 is located at <[Your platform address](https://dashboard.stripe.com/settings/account)\> | #### Cross River Bank | | | | | On behalf of Cross River Bank (located at 1000 North West Street, Wilmington, DE 19801) Notice: The federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has in good faith exercised any right under the Consumer Credit Protection Act. The Federal agency that administers compliance with this law concerning Cross River Bank is Division of Depositor and Consumer Protection, National Center for Consumer and Depositor Assistance, Federal Deposit Insurance Corporation, 1100 Walnut Street, Box #11, Kansas City, MO 64106 is located at <[Your platform address](https://dashboard.stripe.com/settings/account)\> | #### Fifth Third Bank | | | | | On behalf of Fifth Third Bank, National Association Notice: The federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has in good faith exercised any right under the Consumer Credit Protection Act. The Federal agencies that administer compliance with this law concerning Fifth Third Bank, National Association are Consumer Financial Protection Bureau, 1700 G St. NW, Washington, DC 20552 and Federal Trade Commission, Consumer Response Center, 600 Pennsylvania Avenue NW, Washington, DC 20580. is located at <[Your platform address](https://dashboard.stripe.com/settings/account)\> | If an account has cards provided by multiple banks (not common), then account closure templates will show the for all applicable bank sponsors.