Short answer. Merchants whose accounts are suspended or under review and want a clear path back to processing payments.
If your Stripe account is suspended, you likely received a vague email stating your account is "under review" or that your "payments are paused." While this is stressful, Stripe reviews are often triggered by automated risk signals rather than a permanent ban. Reinstatement is possible if you respond correctly and quickly .
Step 1: Diagnose the Exact Status Do not panic and do not open a new Stripe account. This violates the Services Agreement and can result in a permanent ban . First, check your dashboard to determine if you are dealing with a suspension (cannot process payments), a payout hold (can process but cannot withdraw), or a verification review (need to upload documents) .
Step 2: Gather Your Evidence Stripe’s risk team needs a clear, organized file. Before contacting support, compile:
Business registration documents and EIN/Tax ID.
Government-issued ID for the owner.
Recent transaction history, refund logs, and chargeback records.
Proof of fulfillment (tracking numbers, delivery confirmation) to prove you are shipping goods .
Step 3: Write a Professional Appeal Do not send an emotional email or a sob story. When you submit your appeal through the Stripe dashboard, focus strictly on the risk concern:
If the issue was missing verification, explain exactly what you uploaded.
If the issue was high chargebacks, explain the root cause (e.g., delayed shipping) and the specific steps you have taken to fix it (e.g., new tracking software) .
Keep your tone professional, factual, and concise. One complete package is better than ten fragmented messages .
Step 4: Follow Up (Carefully) After submitting your documents, wait for Stripe’s response. Standard reviews take 1-3 business days . If you do not hear back, you can follow up once a week through the same support ticket. Do not spam multiple channels, as this can slow down the review.
Pro Tip: While waiting, do not stop communicating with your customers. If payouts are paused but you can still charge cards, fulfill orders normally. If you cannot fulfill orders, do not issue mass refunds without understanding how it will affect your negative balance