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VPA Connect

Stripe needs more information, or my agent says payouts are disabled

Updated 2 min read

Stripe, which pays you on behalf of VPA Connect, sometimes needs more details before it can keep paying you: a new ID check, proof of address, or a business detail. Until you provide them, Stripe holds your payouts.

VPA Connect doesn't show you this. Only the agency sees it, when it tries to release your payment: "Payouts disabled. Waiting for additional information from Supplier…". Stripe usually emails you as well.

Give Stripe what it needs

Only your business's Admins can open Stripe from VPA Connect. If you're a Member, you won't see Open Stripe Dashboard: ask an Admin of your business to do this (see Your team).

A supplier's Account page with marker 1 on Open Stripe Dashboard, at the bottom of the Supplier panel.
Open full size: A supplier's Account page with marker 1 on Open Stripe Dashboard, at the bottom of the Supplier panel. (opens in a new tab)
  1. In VPA Connect, select your name at the top of the sidebar to open your Account page, then select Open Stripe Dashboard. Stripe opens in a new tab.
  2. Sign in to Stripe with the phone number or email Stripe has for you.
  3. Look for a banner or task asking for information, and follow it.
  4. Upload what Stripe asks for. Stripe usually reviews documents within 24 hours.
  5. Tell the agent you've done it, so the agency can release your payment once Stripe has finished.

If Open Stripe Dashboard shows "Cannot open Stripe dashboard. Try again later.", wait a few minutes and try again.

Which documents?

Stripe decides what it needs and lists it in your Stripe dashboard. For an identity check in Australia it usually asks for two separate documents: one to prove who you are (such as a passport or driver licence) and one to prove your home address (such as a utility bill or bank statement). See Stripe: identity and address documents.

Common questions

Is this email really from Stripe? Stripe emails come from Stripe and ask you to sign in to your Stripe dashboard. If in doubt, don't use the email's link: open the dashboard from Open Stripe Dashboard in VPA Connect.

I can't sign in to Stripe. See Your team: logging in to Stripe.

I've done everything and payouts are still disabled. Check your Stripe dashboard for anything still outstanding. If nothing is, select Help at the bottom of the sidebar and send the help form (see Getting help).