Customer support for Issuing and Treasury

Resolve common Issuing and Treasury questions and issues.

To prepare you for assisting your customers, employees, or contractors, this guide provides example issues and resolutions for both Issuing and Treasury. You’re responsible for responding to these questions, and your level of interaction with individual customers and cardholders might vary based on your specific use case.

Stripe recommends equipping your team with the necessary information and tools. This could involve augmenting your existing customer or technical support tools using Stripe’s APIs or training your support team to manage questions using the Dashboard.

Embedded Finance users: If your business, using Stripe Connect, issues cards to customers or enables customers to issue cards to their employees or contractors, it’s your responsibility to oversee all interactions with these customers (connected accounts).
- It’s crucial to provide customers with a way to reach out for support, whether through a self-serve support page or a dedicated support team.
- Typically, restrict questions to your customers’ admin users, such as finance or accounting teams.
B2B Payments users: Businesses that issue cards for their own use, employees, or contractors using a Direct Issuing integration must make sure that a dedicated team manages the cardholder experience.
- You must let this team use the Stripe Dashboard or API to respond to employee questions and concerns.

If your team is unable to resolve a question or issue using the existing resources, contact our support team. We’ll investigate the issue and provide you with an outcome that you can relay back to your customer or employee.

Issuing issues and resolutions

Refer to the following table when answering common Issuing issues:

Topic	Issue type	Resolution
Ordering and replacing cards	Lost or stolen cards	Make an API call to immediately cancel and replace any physical or virtual cards reported as compromised. If any authorisations were approved on a compromised card, you might dispute the transaction(s) as fraud.
	Expired or damaged physical cards	Make an API call to replace physical cards that are expired or damaged.
	Delayed physical cards	Delays in card manufacturing can occur if there is a pending cardholder watchlist screening. Ensure that the cardholder is active and has fulfilled all necessary requirements. If you have chosen the Standard shipping method, which does not provide tracking, and the cardholder has not received the card within 10 business days, we recommend cancelling and ordering a replacement (Stripe will credit the creation and shipment cost back to you). Alternatively, if you have selected Express or Priority shipping methods, which include tracking, you can retrieve the tracking number from the Dashboard or via the API.
Cardholder experience	Authorisation declined	Make an API call to retrieve the authorisation and review the request_history.reason.
	Cancel pending authorisation	Inform the cardholder that it is not possible to cancel pending authorisations. Only the acquiring merchant can void an authorisation. Advise customers that the authorisation will automatically expire 7 days after creation (31 days if hotels, airlines, and car rental companies) and the held funds will be released at that time.
	Missing refund	Make an API call to retrieve a list of transactions associated with the card where the type is `refund`.Stripe attempts to link refunds to original transactions. If this does not happen, you can review the amount and merchant data across all results to identify a match.
	Disputing a transaction	Ensure that the cardholder has exhausted other means of resolving the issue, and obtain documentation of these attempts to use as evidence when filing the dispute. Make an API call to create and submit a dispute on behalf of the cardholder.
	Dispute loss reason	If you are interested in the ability to retrieve a dispute loss reason via API, apply for the beta by submitting your interest while logged into your platform account. If you do not have access to the beta, contact support for more information that you can relay to the cardholder regarding why a dispute was lost.
	Excessive PIN retries	If a card’s PIN is entered incorrectly three consecutive times, the PIN becomes blocked and the card becomes inactive. In most countries, cardholders can unblock a card’s PIN at an ATM.Users who are gated into the encrypted PIN management feature might also change the PIN for an issued card using the Card Update API. However, depending on the region the card is used in, the new PIN might not be immediately usable. Once the pin is unblocked, you will need to make an API call to update the card status to active. If you would like to request access to encrypted PIN management, contact support.
	Cardholder inactive	Make an API call to retrieve the cardholder requirements array so that you can review the disabled_reason and confirm whether any information is past_due.
	Cannot add card to digital wallet	Ensure you have already configured digital wallets. If configured, request screenshots from the cardholder of the error message being surfaced. Contact support for in-depth troubleshooting assistance once you have obtained documentation from the cardholder.
Fraud management	Turning on 3DS	Confirm your customer understands that 3DS can only be turned on at the connected account level, meaning they will not be able to toggle the feature on or off for individual cardholders. After the feature is enabled, acquiring merchants might immediately start challenging card-not-present authorisation requests for any users that have linked a phone number or email address to the card or cardholder. Once you’re ready, contact support to request 3DS be enabled and provide the Stripe ID of the connected account.
	Update spending controls	Make an API call to update the spending controls on the cardholder object or the card object itself.
	Enabling fraud challenges beta	If you are providing cardholders with notice of suspected fraud and the ability to override this warning, apply for enrolment in the beta by submitting your interest while logged into your platform account.
Issuing balance	Top-ups from external bank account	Make an API call to add funds to a connected account’s Issuing balance. Set appropriate expectations with cardholders for settlement timing based on your region. If top-ups are reportedly delayed, you can make an API call to retrieve a list of top-ups associated with the connected account.
	Balance transfer (to fund from Stripe balance)	You must sign up for the Balance Transfer API private beta to transfer funds from a connected account’s Stripe balance into their Issuing balance.
	Payouts	Make an API call to pay out funds from a connected account’s issuing balance to their external bank account.
Complaints	Operational complaints	Stripe expects you to acknowledge all operational complaints within 5 business days and resolve them within 15 business days from complaint submission date. In addition, you must report an aggregated list of complaints to Stripe on a monthly basis.
Complaints	Executive complaints	Promptly notify Stripe within 1 business day of complaint submission date. Executive complaints include any threats of litigation and complaints received from regulators and complaints that allege Unfair or Deceptive Acts and Practices (UDAP), discrimination, consumer harm or legal concerns. Upon receipt of an Executive Complaint, refrain from further interaction with the customer until Stripe reviews the complaint. Stripe works closely with you to resolve all Executive Complaints. In addition, you must report an aggregated list of complaints to Stripe on a monthly basis.

Treasury issues and resolutions

Refer to the following table when answering common Treasury inquiries:

Inbound topic	Issue type	Resolution path
Financial account	Missing capabilities on connected account	Retrieve a list of Treasury features on a connected account and the corresponding status using the endpoint for Treasury financial account features. You also have the ability to request or remove Treasury capabilities on behalf of connected accounts.
	Restricted capabilities	In some instances, your customer might fall into a restricted business type and require enhanced review before they can finalise Treasury onboarding. If you believe one of your users fits these criteria, contact support for assistance.
	Account and routing numbers	Use the financial accounts endpoint to retrieve the account and routing numbers for a customer’s connected account.
Money movement	Payments balance to Treasury balance transfers	Use financial account and routing numbers to set the financial account as the external bank account on a Stripe connected account. You can then set up automatic payouts to transfer a customer’s revenue to their financial account if desired.
	Cancelling a transfer	Not all Treasury payments and transfers can be cancelled. To confirm whether cancellation is an option, you can use the outbound transfer and outbound payment endpoints to retrieve the “cancelable” attribute.
	Unexpected funds and transfer reversals	Depending on the network and source flow, you might be able to create a credit reversal.
	Incorrect debits and reversals	You have approximately 1 business day to return ACH debits using the API after receipt. After this time, ACH debit funds might still be returnable but funds return isn’t guaranteed. Contact support to request a return of funds if the reversal deadline has passed.
	Processing times for transfers and payments	Find a detailed overview of processing timelines and cut-off times based on the type of transfer or payment here.