Bookwhen is moving to an updated Stripe integration to support online payments. Moving to the new platform involves reconnecting your Stripe account, and some settings need to be configured separately.

This article explains what changes when you move to the new Stripe platform, how to make the switch, and what to expect afterwards.

Before you start

💡There’s nothing you need to do until we contact you.

We’re rolling out the update 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 details of any promotional rates available to you.

Getting paid should be simple. Our updated Stripe integration gives us greater control over how payments are processed in Bookwhen.

The update means:

A lower processing rate: We can offer a reduced rate during the promotional period.
Ongoing improvements: The processing fee includes a margin for Bookwhen, helping us invest in improving the platform and its payment services.

To make the move, we’ll connect your Bookwhen account to a new Stripe profile..

Here's what you need to know at a glance

1️⃣ Before you update

Keep taking bookings and payments as usual while you wait for your account to be eligible.

Wait for your in-app prompt. This lets you know when you can update your Stripe connection.
Check your settings. Make a note of the settings that won’t carry over to your new Stripe profile.

2️⃣ When you update

For most accounts, the update takes just a few minutes.

Select Update now from the banner on your dashboard or the Stripe section of your Payments page.
On the Stripe integration page, select Update now again to start the process.
You’ll be redirected to Stripe to create your new Stripe account and complete any required verification steps.

💡 Stripe verification

Stripe may ask you to verify your identity or business when setting up your new profile.
This is part of Stripe’s standard verification process. Bookwhen doesn’t control these requirements, so we can’t skip or speed up the process.
If Stripe asks for information, please follow the instructions provided. A verification request doesn’t mean there’s a problem with your account.

3️⃣ After you update: What happens to your Stripe accounts

You will have two Stripe accounts. Your new Stripe account starts processing Bookwhen payments straight away. Your existing Stripe account stays open alongside it.

Review your settings: Re-add your payment methods, blocked customers and team members using the notes you made before the update.
Keep access to your old account: You can still use your existing Stripe account to issue refunds and access Payment Links and invoices.
Allow extra time for your first payout: It may take a little longer than usual from the new Stripe account. Your existing account will continue paying out until all its remaining funds have cleared.

💡 To note: Your first payout may take a little longer

Your new Stripe account needs time to build up funds before your first payout, so it may arrive later than usual. In the meantime, your existing Stripe account will continue paying out until all its remaining funds have cleared.

💡 Important: You’ll have two Stripe accounts

When you update, Stripe creates a new account using the same email address as your existing Stripe account. Your name, business information and bank account details should carry over to the new account.

For a while, both accounts will remain open, with each used for different purposes.

	Existing Stripe account	New Stripe account
Used for	Payments taken before you updated	All new Bookwhen payments
Refunds	Refund payments taken through this account before you migrated	Refund payments taken through this account after you migrated
Payouts	Continue until all its funds have cleared	Starts once payments have built up (first payout may be slightly delayed)
Direct payment links and invoices	✅ Still available	Bookwhen is currently developing this functionality
Payment methods, blocked customers, and team access	Your current settings	⚠️ Needs setting up again
Login	Same email address	Same email address
Third-party apps and extensions	✅ Still available	Under investigation. Please reach out to our Support team if you need this

Managing your two Stripe accounts

Switch between accounts: Use the drop-down menu next to your profile icon in Stripe. Follow our step-by-step guide for help.
View payments in one place: The Payment activity page in Bookwhen shows payments from both accounts. Your exports also identify which Stripe account processed each payment.

Your checklist: What to note before you update

When your new Stripe account is created, your name, business information and bank account details should carry over automatically. Your existing bookings and payment history won’t be affected.

However, three things won’t carry over due to limitations with setting up a new Stripe account. Make a note of these now so you can set them up again after the update.

1	💳 Payment methods Make a note of the payment methods you currently offer, such as cards, Apple Pay and Google Pay. After the update, you’ll need to select these again in your new Stripe account.
2	🚫 Blocked customers Make a note of any email addresses you’ve blocked in Stripe. If you want to keep blocking these customers, you’ll need to block them again in your new account.
3	👥 Team members Make a list of everyone who has access to your Stripe account. You’ll need to invite anyone who still needs access to your new account.

Learn more in our FAQs.

🔁 Bookwhen memberships

We’re not moving accounts that use Bookwhen’s memberships feature at this stage. We’ll contact you separately when it’s time to update your Stripe connection, so there’s nothing you need to do for now.

Subscriptions and memberships managed in Stripe

These won’t transfer to your new Stripe account due to Stripe limitations. Please contact our Support team before updating so we can help you plan how to manage them.

About the move

Why we’re updating our Stripe integration

The updated Stripe integration allows us to offer reduced processing rates for a limited time and to continue improving how payments work in Bookwhen.

Processing rates

The Bookwhen × Stripe integration uses the same standard rates as Stripe Legacy.

✨ You’ll pay just one processing fee for online payments, with no additional Bookwhen processing fees.

The difference is who manages the fee:

Stripe Legacy: Stripe manages the processing fee.
Bookwhen × Stripe: Bookwhen manages the fee, but you still pay just one processing fee at the standard rates.

Promotional rate ⭐

If you’ve been offered a promotional rate and update your Stripe connection before the deadline, you’ll pay a reduced processing rate for around three months. Check your payment gateway page for the details of your offer.

Please note: We’re moving accounts in phases, starting with UK customers on 14 September 2026. We’ll contact you when it’s your turn to update, with everything you need to know.

How to move to the new platform

To move to the new platform:

Select Update now from the dashboard banner:
Or on the Payments page under the Stripe section:
Select the Update now button from within the dashboard or payments page to open your Stripe integration.
Select Update now to start the update process:
You will then be redirected to Stripe to complete verification steps.

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.

What do you need to check?

After you update, check the following settings on your new Stripe profile:

Your payment method configuration
Your blocked email list

We’ll provide reminders and guidance to help you with these after you update.

You can switch between your existing and new Stripe profiles from the Stripe Dashboard, so you can access both in one place.

We’ve also created a new Payment activity page in Bookwhen. It gives you one place to access your Bookwhen payment data.

When you export your payments, the CSV will show which Stripe profile each payment was processed through.

💡 After updating, please check your payment configuration and manually reselect the payment methods you want available for new payments.

FAQs

Find answers to common questions about the Stripe update.

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 timing as the legacy gateway offboarding approaches.

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?

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?

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?

Yes. If you use memberships or recurring payments, additional steps are required to migrate 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?

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?

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?

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 allows us to offer you a lower rate while we continue investing in Bookwhen.

Is the promotional processing fee rate 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 scheduled to be phased out in 2027, so you’ll need to migrate to the new platform eventually.

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

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

✨ For more help, read our Stripe FAQ and troubleshooting article.

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Tags: Bookwhen payments

Moving to the new Stripe platform integration