Troubleshooting Stripe issues
Last updated: August 27, 2021
Below are basic tips to troubleshoot issues in Stripe. If you are on the Support or Account Management team, you should have an account linked to your FareHarbor email. If you have questions about this account, reach out to Payment Operations.
If you are trying to track down a “double charge” (where a customer is seeing two charges on their statement when they expect only one), here are some recommended steps:
- Search Stripe to find the “real” charge (the one you can see in FareHarbor).
Search Stripe (based on the last four digits of the credit card number, the date, etc.) to see if you can find the other “missing” charge. Available search options:
If you find the missing charge and it is associated with a booking, connect with the customer to see if perhaps they just don’t understand that they have made multiple bookings, etc.
- If you cannot find the missing charge, you can then reach out to the Payment Operations Team via Slack.
Another useful Stripe tool is being able to look at an account to assess verification status. More information about verification can be found here.
