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.

Stripe monitors events requiring a customer notice, 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, 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, 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.

By default, Stripe sends Issuing notices from card-issuing-notices@stripe.com, using your business name as the display name (for example, “Rocket Rides” card-issuing-notices@stripe.com). You can send emails from your own email domain, 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 (if available) and if that’s not available, we send it to the representative’s email address.

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.

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

Subject: A dispute has been submitted on your behalf by <Your platform name> Preheader: Your dispute has been received <Your platform logo> Hello <Account merchant name>, We’ve opened a dispute case for a recent transaction of <Transaction amount> <Transaction currency> at <Transaction merchant name> on your <Your platform name> card ending in <Card last 4>. 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 <Your platform name> support with any follow-up questions. You can reply to this email, or contact <Your platform support email>. — Stripe and <Your platform name> On behalf of <Bank sponsor name> This email was sent by Stripe for your account with <Your platform name>, Account ID: <Merchant account ID>

Subject: A dispute has been submitted on your behalf by <Your platform name>

Preheader: Your dispute has been received

Hello <Account merchant name>,

We’ve opened a dispute case for a recent transaction of <Transaction amount> <Transaction currency> at <Transaction merchant name> on your <Your platform name> card ending in <Card last 4>.

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 <Your platform name> support with any follow-up questions. You can reply to this email, or contact <Your platform support email>.

— *Stripe and* <Your platform name>

On behalf of <Bank sponsor name>

*This email was sent by Stripe for your account with* <Your platform name>, Account ID: <Merchant account ID>

Dispute lost

Subject: Your recent <Your platform name> card dispute was lost Preheader: The dispute decision from the network and processor is final. <Your platform logo> Hello <Account merchant name>, Your recent transaction dispute from your <Your platform name> card ending in <Card last 4> was resolved in the merchant’s favor. The dispute decision from the network and processor is final. Transaction summary: Dispute reason <Dispute reason> Loss reason <Dispute loss reason> <Dispute loss reason description> Merchant name <Transaction merchant name> Date <Transaction date> Total <Transaction amount><Transaction currency> Please contact <Your platform name> support with any follow-up questions. You can reply to this email, or contact <Your platform support email>. — Stripe and <Your platform name> On behalf of <Bank sponsor name> This email was sent by Stripe for your account with <Your platform name>, Account ID: <Merchant account ID>

Subject: Your recent <Your platform name> card dispute was lost

Preheader: The dispute decision from the network and processor is final.

Hello <Account merchant name>,

Your recent transaction dispute from your <Your platform name> card ending in <Card last 4> was resolved in the merchant’s favor. The dispute decision from the network and processor is final.

Transaction summary:

Dispute reason

Loss reason

Merchant name

Date

Total

Please contact <Your platform name> support with any follow-up questions. You can reply to this email, or contact <Your platform support email>.

— *Stripe and* <Your platform name>

On behalf of <Bank sponsor name>

*This email was sent by Stripe for your account with* <Your platform name>, Account ID: <Merchant account ID>

Dispute won

Subject: Your recent <Your platform name> card dispute was lost Preheader: The dispute decision from the network and processor is final. <Your platform logo> Hello <Account merchant name>, Your recent transaction dispute from your <Your platform name> card ending in <Card last 4> was resolved in your favor. A credit for <Dispute amount> <Card currency> has been applied to your account. Transaction summary: Dispute reason <Dispute reason> Merchant name <Transaction merchant name> Date <Transaction date> Total <Transaction amount><Transaction currency> Please contact <Your platform name> support with any follow-up questions. You can reply to this email, or contact <Your platform support email>. — Stripe and <Your platform name> On behalf of <Bank sponsor name> This email was sent by Stripe for your account with <Your platform name>, Account ID: <Merchant account ID>

Subject: Your recent <Your platform name> card dispute was lost

Preheader: The dispute decision from the network and processor is final.

Hello <Account merchant name>,

Your recent transaction dispute from your <Your platform name> card ending in <Card last 4> was resolved in your favor. A credit for <Dispute amount> <Card currency> has been applied to your account.

Transaction summary:

Dispute reason

Merchant name

Date

Total

Please contact <Your platform name> support with any follow-up questions. You can reply to this email, or contact <Your platform support email>.

— *Stripe and* <Your platform name>

On behalf of <Bank sponsor name>

*This email was sent by Stripe for your account with* <Your platform name>, Account ID: <Merchant account ID>

Account closed by Stripe for Inactivity

Subject: Your physical or virtual cards from <Your platform name> have been deactivated Preheader: Your account has been inactive for more than a year <Your platform logo> Hello <Account merchant name>, We’re writing to let you know that any physical or virtual cards issued to you through <Your platform name> have been deactivated due to inactivity, and we’ve paused your ability to create new cards with <Your platform name>. 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 <Your platform name> 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>. — Stripe and <Your platform name> <Bank specific ECOA footer> This email was sent by Stripe for your account with <Your platform name>, Account ID: <Merchant account ID>

Subject: Your physical or virtual cards from <Your platform name> have been deactivated

Preheader: Your account has been inactive for more than a year

Hello <Account merchant name>,

We’re writing to let you know that any physical or virtual cards issued to you through <Your platform name> have been deactivated due to inactivity, and we’ve paused your ability to create new cards with <Your platform name>.

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 <Your platform name> 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>.

— *Stripe and* <Your platform name>

*This email was sent by Stripe for your account with* <Your platform name>, Account ID: <Merchant account ID>

Account closed by Stripe for not providing business model clarification

Subject: [Important] Information needed for your account with <Your platform name> Preheader: We need more information about your business <Your platform logo> Hello <Account merchant name>, We’re writing to confirm that as of today we have disabled your ability spend on active cards on your account, as we did not receive a response to our recent request for additional information about your business and its use of Stripe Issuing. As a result, you will 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 <Your platform name> 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>. — Stripe and <Your platform name> <Bank specific ECOA footer> This email was sent by Stripe for your account with <Your platform name>, Account ID: <Merchant account ID>

Subject: [Important] Information needed for your account with <Your platform name>

Preheader: We need more information about your business

Hello <Account merchant name>,

We’re writing to confirm that as of today we have disabled your ability spend on active cards on your account, as we did not receive a response to our recent request for additional information about your business and its use of Stripe Issuing. As a result, you will 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 <Your platform name> 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>.

— *Stripe and* <Your platform name>

*This email was sent by Stripe for your account with* <Your platform name>, Account ID: <Merchant account ID>

Account closed by Stripe for not providing url clarification

Subject: [Important] Information needed for your account with <Your platform name> Preheader: We need more information about your business <Your platform logo> Hello <Account merchant name>, We’re writing to confirm that as of today we have disabled your ability spend on active cards on your account, as we did not receive a response to our recent request for additional information about your business and its use of Stripe Issuing. As a result, you will 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 (e.g., an established LinkedIn or Facebook business page that includes your contact information) Please contact <Your platform name> 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>. — Stripe and <Your platform name> <Bank specific ECOA footer> This email was sent by Stripe for your account with <Your platform name>, Account ID: <Merchant account ID>

Subject: [Important] Information needed for your account with <Your platform name>

Preheader: We need more information about your business

Hello <Account merchant name>,

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 (e.g., an established LinkedIn or Facebook business page that includes your contact information)

Please contact <Your platform name> 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>.

— *Stripe and* <Your platform name>

*This email was sent by Stripe for your account with* <Your platform name>, Account ID: <Merchant account ID>

Account closed by Stripe for not providing use case clarification

Subject: [Important] Information needed for your account with <Your platform name> Preheader: We need more information about your business <Your platform logo> Hello <Account merchant name>, We’re writing to confirm that as of today we have disabled your ability spend on active cards on your account, as we did not receive a response to our recent request for additional information about your business and its use of Stripe Issuing. As a result, you will 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? (e.g., employees, contractors, customers) Are you issuing cards directly to any authorized users that are not 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 <Your platform name> 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>. — Stripe and <Your platform name> <Bank specific ECOA footer> This email was sent by Stripe for your account with <Your platform name>, Account ID: <Merchant account ID>

Subject: [Important] Information needed for your account with <Your platform name>

Preheader: We need more information about your business

Hello <Account merchant name>,

How will your business use Issuing?
How will the Issuing balance be funded?
Who will be using the cards? (e.g., employees, contractors, customers)
Are you issuing cards directly to any authorized users that are not 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 <Your platform name> 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>.

— *Stripe and* <Your platform name>

*This email was sent by Stripe for your account with* <Your platform name>, Account ID: <Merchant account ID>

Account closed by Stripe for Terms of Service violation

Subject: [Important] Your use of cards issued through <Your platform name> Preheader: We can no longer support your business’s cards <Your platform logo> Hello <Account merchant name>, After conducting a routine review of your card account with <Your platform name>, we have determined we can no longer support further use of your cards. Unfortunately, your business is using <Your platform name> 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 <Your platform name>. 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 <Your platform name> support. You can reply to this email, or contact <Your platform support email>. — Stripe and <Your platform name> <Bank specific ECOA footer> This email was sent by Stripe for your account with <Your platform name>, Account ID: <Merchant account ID>

Subject: [Important] Your use of cards issued through <Your platform name>

Preheader: We can no longer support your business’s cards

Hello <Account merchant name>,

After conducting a routine review of your card account with <Your platform name>, we have determined we can no longer support further use of your cards. Unfortunately, your business is using <Your platform name> 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 <Your platform name>.

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 <Your platform name> support. You can reply to this email, or contact <Your platform support email>.

— *Stripe and* <Your platform name>

*This email was sent by Stripe for your account with* <Your platform name>, Account ID: <Merchant account ID>

Spend Card application rejected for failure to verify identity

Subject: Your recent application for cards through <Your platform name> was rejected <Your platform logo> Hello <Account merchant name>, Your application for cards through <Your platform name> 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 <Your platform name> support. You can reply to this email, or contact <Your platform support email>. — Stripe and <Your platform name> <Bank specific ECOA footer> This email was sent by Stripe for your account with <Your platform name>, Account ID: <Merchant account ID>

Subject: Your recent application for cards through <Your platform name> was rejected

Hello <Account merchant name>,

Your application for cards through <Your platform name> 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 <Your platform name> support. You can reply to this email, or contact <Your platform support email>.

— *Stripe and* <Your platform name>

*This email was sent by Stripe for your account with* <Your platform name>, Account ID: <Merchant account 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, <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.