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. We recommend this option because it helps you stay compliant automatically.

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, then send your customized versions to 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, 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 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. 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.

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, 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 and disable accounts that violate our terms of service. 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. 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.

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 by clicking Preview and customize. Customize your platform name and logo by clicking Customize branding.

If you’ve configured your custom email domain, 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

Dispute lost

Dispute won

Account closed by Stripe for Inactivity

Account closed by Stripe for not providing business model clarification

Account closed by Stripe for not providing url clarification

Account closed by Stripe for not providing use case clarification

Account closed by Stripe for Terms of Service violation

Spend Card application rejected for failure to verify identity

Additional templates for Charge Card platforms

Equal Credit Opportunity Act disclosures

In the templates above, <Bank specific ECOA footer> is replaced with the appropriate equal credit opportunity act disclosure for your platform’s bank sponsor.

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 <Your platform name> is located at <Your platform address>

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

<Your platform name> is located at <Your platform address>

If an account has cards provided by multiple banks (not common), then account closure templates will show the <Bank specific ECOA footer> for all applicable bank sponsors.