Update: Stripe is holding over $400k of mine with no explanation [resolved]
Nov 28: Cyber Monday my business had a sale that spiked our revenue on that day. I believe this is what kicked off this whole thing. I believe that Stripe has automated systems in place to put accounts into review when something like this happens. I have no problem with that, and understand there are anti money laundering laws that they need to abide by.<p>Nov. 29: I received an email from Stripe that 6 of our accounts were under review and payouts were paused. I filled out the forms asking for more information immediately.<p>Dec 1:  I received another set of emails asking for invoices for 2 transactions for each account for their review.  One of the other admins on the account emailed those invoices back to Stripe within about 2 hours of the receipt of the requests.  The invoices were sent from another email address alias that wasn’t his Stripe account address, so support asked him to change his official stripe account email address and confirm it then they would authenticate the invoices. He followed their instructions and the invoices were apparently accepted, but there was no confirmation email. Logging into the accounts there was a message that the accounts were under review, but no more information was needed from us at the time.<p>Dec 16: After no communication for 2 weeks on our reviews, I reached out to stripe via Chat. Spending over an hour on chat explaining the issue. Stripe support asked for the same 2 invoices for each account that were send previously. I uploaded them all into the upload link provided by stripe support. After over an hour the chat was moved to email.<p>Dec 20: Received an email from Stripe support in response to the 12&#x2F;16 chat thread that they have reviewed my account and had released payouts. I logged into Stripe expecting all 6 accounts to be released, but found that it was only released for 1 account. In response I asked for information on why we were flagged and got no real answer.<p>Dec 21: Asked for update on other 5 accounts status. I was told that they were still under review.<p>Dec 24: Received another email in the same 12&#x2F;16 chat thread that we had payouts re-enabled. I logged into Stripe and found 1 more account was re-enabled. No indication in the email which account they were communicating about.<p>Dec 27: I had Stripe support call me and I spent close to 2 hours on the phone with them. It seemed like we were starting all over again. All he could say is that the accounts were under review and he reached out to the team reviewing my accounts and hadn’t heard back yet. Then he asked me to upload the same invoices for the affected accounts a 3rd time. No resolution at the end of the call.<p>Dec 27: I was getting desperate because Stripe support wasn’t giving me any good information and it didn’t seem like things were moving forward quickly. So I tweeted to Stripe about the issue and they asked to DM them. I did, and they gave me a generic response about looking into the issue. No resolution or further contact that day.<p>Dec 30: After no resolution I decided to try other social media platforms. I posted on Reddit on r&#x2F;Stripe about the issue. I was asked to email Stripe at heretohelp@stripe.com. I did, but never received a response from that email. I also emailed Patrick@stripe.com since someone on r&#x2F;Stripe told me to try that (No response).<p>Dec 30: I also decided to post on HN about the issue.  I knew from past Stripe stories that Patrick and Edwin frequented HN, so I figured it couldn’t hurt. This is what eventually solved the issue. @dang asked me to email him and he would send some info on to people at Stripe that he knew and maybe someone would be able to help. Not long after emailing someone from Stripe commented asking me to email them. I did and he was able to expedite my review.<p>Dec 30: While I was writing my HN post I was also on chat with Stripe for over an hour. No new information. They were basically trying to shut down the chat with me until I sent them the HN story and showed that it was getting some traction. Then they started working on my issue again and trying to communicate with more people. No resolution.<p>Dec 31: Stripe employee from the HN post emailed and told me that they completed the review of my accounts and re-enabled payouts on the remaining 4 accounts. I was also finally able to get some information from Stripe that most likely the spike of sales on Cyber Monday is what started the review process.<p>Jan 3: I have confirmed that all of my accounts are now receiving payouts again.