Stripe checks every business that takes card payments, and from time to time it asks for more: proof of identity, business details or bank details. Until you provide them, Stripe restricts your account, and NomNom shows Action Required on your Stripe settings. It’s worth fixing quickly, because some things stop working without any warning to you or your guests.
What stops while card payments are switched off
If the Card payments & deposits enabled line on your Stripe settings has a red cross, Stripe has switched card payments off for now. Until it’s back on:
- Online bookings skip the card and deposit step. Guests can still book on your booking page, but they aren’t asked for a card or a deposit, even for meals and days where you normally require one.
- Online gift voucher sales pause. Your voucher page tells buyers that sales are temporarily unavailable. Vouchers already sold can still be redeemed. Your voucher settings show Stripe onboarding incomplete — vouchers paused.
- You can’t send payment links or card requests. NomNom stops you and says Stripe isn’t letting the venue take payments at the moment. A link you sent earlier shows the guest Payment Unavailable or Card Setup Unavailable instead of a card form.
NomNom doesn’t email you when this happens. In NomNom Web, a meal’s Payments tab warns that Stripe isn’t letting the venue take payments, but if deposits have stopped coming in, look at your Stripe settings first.
If only Bank payouts enabled has a cross, guests can still pay, but Stripe won’t pay anything out to your bank until it has what it needs.
Fix it
1. Open your Stripe settings. In NomNom Web, open Settings from the account menu at the top right (or the button at the bottom of the left-hand bar) and choose Stripe under PAYMENTS. In the phone app, go to Settings and tap Stripe. You need to be an admin.
2. Check the list. The orange Action Required card says what’s wrong. Below it, the Setup checklist shows a tick or a cross against Account details submitted, Card payments & deposits enabled and Bank payouts enabled, and may say how many more items Stripe needs, such as 2 more items need to be provided in Stripe.
3. Click Complete Stripe Setup. Stripe’s own form opens, in a new tab in NomNom Web or inside the app on your phone, and asks for what’s missing. Have your ID and bank details to hand.
4. Come back to NomNom. When you finish, Stripe shows a page saying Onboarding Complete or Details Submitted, which you can close. Your Stripe settings refresh when you return to them. If Stripe is still checking what you sent, the crosses can take a while to turn into ticks, so look again later.
When all three are ticked and Stripe needs nothing more, the card turns green and says Stripe Connected. Your booking page asks for cards and deposits again, and your voucher page starts selling.
In NomNom Web: Settings → Stripe → Complete Stripe Setup. In the phone app: Settings → Stripe → Complete Stripe Setup.
What the message on the card means
- Stripe needs more information before you can take card payments and deposits. Card payments are off, with the effects above. Complete the setup as soon as you can.
- You can take card payments, but Stripe needs more information before payouts to your bank can be enabled. Guests can pay, but nothing reaches your bank yet.
- Stripe needs some additional information to keep your account active. Everything works for now, but Stripe has asked for something. Deal with it soon, or Stripe may switch payments or payouts off.
- Your Stripe account needs attention from Stripe. Please contact Stripe support to continue. Stripe has made a decision about your account that only Stripe can review, so contact Stripe support.
Good to know
- No Manage Account button? While card payments are off, NomNom hides Manage Account, because your Stripe dashboard only opens once the account can take payments. Use Complete Stripe Setup instead.
- Couldn’t reach the server. If your Stripe settings show this, click Retry. It’s a connection problem, not a problem with your account.
- Don’t unlink to fix it. Unlinking doesn’t clear a restriction, and deposits and cards taken under this account can’t be refunded or charged from NomNom afterwards. See Unlinking or switching your Stripe account.
- Other reasons a guest wasn’t asked to pay. See Why wasn’t a guest asked for a card or deposit?.
- Setting Stripe up for the first time? See Connecting card payments with Stripe.