💡 To note: The Stripe update is being rolled out in phases from 14 September 2026, starting with customers in the UK. When it’s time to update your Stripe connection, we’ll contact you with everything you need to know, including any available promotional rates.
There’s nothing you need to do until we contact you.
Bookwhen is moving from our legacy Stripe setup to an updated Stripe platform. This article explains why we’re making the change, what the upgrade involves, and what to expect.
About the move
Why we’re changing our Stripe setup
Moving to the updated Stripe platform gives us the opportunity to offer better processing rates for a fixed period, and continue improving how payments work within Bookwhen.
Processing rates
The updated Bookwhen × Stripe integration uses the same standard processing rates as Stripe Legacy.
✨ You’ll only pay one processing fee for online payments — there are no additional Bookwhen payment processing fees.
The difference is who manages the fee:
Stripe Legacy: Stripe manages the processing fee.
Bookwhen × Stripe integration: Bookwhen manages the processing fee, but you still pay only one processing fee at the standard rates.
Promotional rate ⭐
As part of the migration, we’re pleased to offer promotional rates on processing fees.
We’re taking a phased approach to the migration, starting with customers in the UK from 14th September 2026. When it’s your turn to migrate, we’ll get in touch with everything you need to know, including details of any promotional rates available to you.
Moving to the new platform
What the move involves
For most accounts, moving to the new integration takes just a few minutes. It may take a little longer if you need to update your payment methods, complete Stripe verification or move memberships.
To do this:
Select Update now from the dashboard banner:
Or on the Payments page under the Stripe section:
Selecting the Update now button from within the dashboard or payments page opens your Stripe integration.
Select Update now to start the update process:
You will then be redirected to Stripe to complete verification steps.
💡 Please note: As part of the upgrade, you’ll have two Stripe accounts. You can switch between your accounts directly from the Stripe Dashboard, allowing you to access both your existing and upgraded accounts in one place.
Stripe verification
Stripe may ask you to complete identity or business verification when you create your new profile.
This is part of Stripe’s standard process for setting up a new profile. Bookwhen doesn’t control Stripe’s verification requirements, so we can’t skip or speed up the process.
If Stripe asks you for information, follow the instructions they provide. Being asked to verify your identity or business doesn’t mean there’s a problem with your account.
After updating
Your bookings and payment data
Your existing bookings and historical records won’t be affected by the update. It only changes how future payments are processed, and your payment data will exist across your old and new Stripe accounts.
Bookwhen’s new Payment activity list gives you a single place to view money coming in and going out, and you can export your payment data from Bookwhen.
What carries over
Your Stripe account details and banking information are carried over automatically when your new profile is created, and your existing bookings and historical payment records aren’t affected.
What doesn't carry over
Your payment method configuration doesn’t transfer automatically when your new Stripe profile is created. This is a Stripe limitation for new profiles and is not something Bookwhen can bypass.
💡 After updating, please check your payment configuration and manually reselect the payment methods you want available for new payments.
FAQs
What happens if I never move?
What happens if I never move?
The legacy Stripe gateway is being phased out in 2027, so you’ll need to move to the new platform eventually. If you move after our promotional rate period, you’ll miss the promotional rate and move directly to the standard 1.5% + 20p rate.
We’ll share more information about the timing as the legacy gateway offboarding gets closer.
Will my customers notice anything different?
Will my customers notice anything different?
No. Your customers will have the same booking and payment experience as before.
What if I have multiple team members who access Stripe?
What if I have multiple team members who access Stripe?
Anyone who needs access to your new Stripe account will need to be invited to the new Stripe profile.
What if I previously blocked a customer in Stripe?
What if I previously blocked a customer in Stripe?
Blocked customers are not automatically carried over to the new Stripe account.
If you previously blocked a customer and want to continue blocking them, you’ll need to block them again in the new account.
Does the move affect recurring payments or memberships?
Does the move affect recurring payments or memberships?
Yes. If you use memberships or recurring payments, there are additional steps required to move them to the new Stripe setup.
We’ll share more information about this once the membership migration process is confirmed.
What happens if something goes wrong during the move?
What happens if something goes wrong during the move?
If you encounter any issues during the move to the new platform, please contact our support team via live chat or email. We’ll help you work through it.
Can I go back to the old Stripe setup?
Can I go back to the old Stripe setup?
The move isn’t designed to be reversed. If something goes seriously wrong, please contact our support team. We’ll assess the situation and help where we can.
Does Bookwhen make money from the processing rate?
Does Bookwhen make money from the processing rate?
Yes. The processing rate includes a margin for Bookwhen. This helps us fund ongoing development, reliability and support for the platform.
We want to be transparent about this. The new Stripe setup lets us offer you a lower rate while also helping us continue to invest in Bookwhen.
Is the promotional processing fee rates permanent?
Is the promotional processing fee rates permanent?
No. The promotional rate applies from when you upgrade until 31 December 2026.
From 1 January 2027, the rate returns to 1.5% + 20p, which is the standard rate you’re paying today.
Please note: The legacy Stripe gateway is planned to be phased out during 2027, so you’ll need to move to the new platform eventually.
💡 Need help with your Stripe profiles?
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Tags: Bookwhen payments