Stripe handles payments for Bookwhen, and occasional issues can arise. Understanding common problems and how to check whether they come from Stripe or Bookwhen helps you resolve issues efficiently and keep bookings running smoothly.

This article explains common Stripe questions and issues and offers guidance for troubleshooting them.

1. Changing your bank account for payouts

To update the bank account where Stripe sends payouts:

Open your Stripe account settings.
Update your payout account details and follow any prompts from Stripe.
Optionally, make a test transaction to confirm payouts are directed correctly.

💡 Tip: Bank account updates can take a few days to fully process. A slight delay in the first payout is normal.

2. Confirmed bookings but no payout yet

Stripe schedules payouts based on your account settings and country. If bookings appear confirmed but no payout has arrived:

Access your Stripe payout schedule to identify when funds will transfer.
Confirm your bank account is verified and active.

💡 Tip: Payouts are handled by Stripe, not Bookwhen. Delays usually result from Stripe’s timing or verification process.

3. Error: “No valid payment method types for this Payment Intent…”

This error can occur if:

Your Stripe account is not fully verified. Access your account status and complete any required verification.
Payment methods for your chosen currency are not activated.
The booking total falls below Stripe’s minimum charge (for example, £0.30, $0.50, €0.50).

💡 Tip: Ensure your account is verified, the correct payment methods are enabled, and booking totals meet the minimum transaction amounts.

4. Error: “You cannot update a subscription in incomplete status…”

This happens when:

A subscription attempt didn’t complete (for example, payment failed or plan switched mid-process).
You attempt to update a subscription while it remains incomplete.

Solution:

Wait 24 hours for the incomplete subscription to expire, then retry.
Or, cancel the incomplete subscription in Stripe and start a new one.

💡 Tip: Only minor updates, like metadata or default_payment_method can be applied to incomplete subscriptions without generating a new invoice.

5. General Troubleshooting Tips

Confirm your Stripe account is fully active.
Ensure payment methods match your currency.
Verify booking totals meet Stripe’s minimum transaction amounts.
Review Bookwhen settings, including:
- Booking totals
- Plan selection
- Event payment options
If problems continue, contact Stripe support for account-level guidance.

6. Stripe restriction notifications

If Stripe requires additional information or verification, Bookwhen displays a notification in your account.

These restrictions can affect your ability to collect payments for bookings through Bookwhen. If your Bookwhen dashboard shows a Resolve now notification, select it to open Stripe and complete the required actions.

Once you provide the requested information, Stripe will either resolve the restriction or mark it as in review. The notification will then be removed from your Bookwhen dashboard.

💡 To note: Stripe determines and manages the information or documents required. Bookwhen cannot advise on or resolve these requirements on your behalf.

7. How do I switch between my two Stripe profiles?

If you have two Stripe profiles as part of the migration to Bookwhen x Stripe, or for another reason, you can switch between them without signing out.

To switch between profiles:

Log in to Stripe.
Select the account/profile switcher in the top navigation:
Select the profile you want to access.
You’ll be taken to the selected profile, where you can manage its payments, customers and settings.

If both profiles don’t appear in the account switcher, check that you have access to both accounts. If you still can’t switch between them, contact your administrator or support team for help.

8. How do I know which Stripe account a payment was made through in Bookwhen?

If you’ve had different Stripe profiles connected to Bookwhen, for example:

You moved from Stripe Legacy to Bookwhen x Stripe, or
You have used two different accounts

You can identify which Stripe profile received a payment by checking the payment details in Bookwhen.

The payment is associated with the Bookwhen account/profile it was made through. Use the relevant booking or payment details to identify which Stripe profile to check.

For a specific payment, check the payment details in Bookwhen first, then find the corresponding payment in the relevant Stripe profile.

Screenshot of the Booking details page showing that hovering over the "View Payment" link shows the associated Stripe account number in the bottom left-hand corner

9. I'm asked to create a new account with a different email address when updating Stripe

Sometimes the email address you used to create your Bookwhen account is different from the email address you used to create your Stripe account. You can check this on the Teams and Payment pages of your Bookwhen account. This could be causing the issue when selecting the 'Update' option.

Please ensure you are logged in to Bookwhen and the correct Stripe account (matching the one you use for Bookwhen) in the same browser window before selecting 'Update'.

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Stripe FAQ & Troubleshooting