Stripe account “expired” after update

  • Resolved bellowsglamping

    (@bellowsglamping)


    11 months, 2 weeks ago

    Hi,

    After the latest plug-in updates for WooCommerce Stripe gateway we are no longer able to accept payments. We have a message that says “Your customers cannot use Stripe on checkout, because we couldn’t connect to your account. Please go to your settings and use the Configure Connection button to connect“. We went to to the settings for Stripe in WooCommerce and selected “Configure Connection”. That states that the account has expired and so we press the option and “Create or Connect to Account”. After logging in it says our existing account in ineligible as it is connected to another platform, but it’s not. When we log into Stripe everything is in order there, although by trying to log in from WooCommerce it now seems to have created a second account, although our original is still there.

    Please help?

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support shahzeen(woo-hc)

    (@shahzeenfarooq)

    11 months, 2 weeks ago

    Hi there!

    I can understand your conncern, The error you’re seeing — “Your customers cannot use Stripe on checkout, because we couldn’t connect to your account” — typically indicates that the existing Stripe account connection has expired or is no longer recognized by the plugin.

    To assist you further, could you please try to disconnect the strip account and try to connect it again. Please follow these steps to reconnect your original Stripe account:

    • Go to WooCommerce > Settings > Payments > Stripe > Settings
    • In the settings screen look for the account section and here
    •  Click the three dots, and then Disconnect.

    For more details, you can refer to this article: Stripe Settings Guide. Once you’ve disconnected the account, try clearing your browser cache and site cache, then attempt to reconnect using your original Stripe account.

    If you’re still receiving a message saying the account is connected to another platform, it’s possible that your Stripe account was previously linked to a different WooCommerce environment (e.g., a staging site). In that case, we’d suggest:

    Let me know how that goes.

    Thread Starter bellowsglamping

    (@bellowsglamping)

    11 months, 2 weeks ago

    Hi,

    We disconnected Stripe in Woo Commerce and removed it from the applications within Stripe. We also cleared the browser cache (don’t know how to clear the site cache) and tried to reconnect, but it still says the account is ineligible and still says it is connected to another platform. Stripe is integrated with Xero, but that is just for accounting and isn’t a payment platform (and has been integrated since the start – we have used this system with Xero and WooCommerce for 5 years with no issues).

    Any other options?

    Thanks

    Zee

    (@doublezed2)

    11 months, 2 weeks ago

    Hello bellowsglamping,

    Thank you for your reply.

    Can you please disconnect Xero temporarily and then try connecting Stripe again? I’d like to confirm whether the issue is related to the connection between Stripe and Xero. I understand this was working before but there are new updates in WooCommerce and Stripe which may have caused this problem.

    Let me know how it goes.

    Best regards.

    Plugin Support Feten L. a11n

    (@fetenlakhal)

    11 months, 1 week ago

    Hi there,

    As we haven’t received a response in some time, I’ll mark this ticket as resolved. Please don’t hesitate to reach out if you need further assistance.

Viewing 4 replies - 1 through 4 (of 4 total)

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