Stripe may assign verification forms to an advocate at any time for any reason as part of their fraud prevention process. While Solace is not alerted to which questions are being asked, we can assist in providing answers upon request. Email over a screenshot of your Stripe question form before submitting any answers, and we'd be happy to advise.
Upon logging in to your Solace account, you may see a pop-up alert that Stripe requires additional information. This alert can also be found on the Bank Account page of your Solace dashboard's settings. Engage with this alert promptly to avoid potential payout delays. Stripe will need time to review your responses and may require additional information from you.
In these instances, Stripe is confirming your details and the nature of the business you're conducting through Stripe, which is as a virtual advocate providing services to Solace Health's insurance-billed patients, where Solace utilizes Stripe to pay their advocate team for their time.
If Stripe does not receive verification submissions promptly, the user's Stripe account will be "restricted," preventing any money movement until the information is submitted, reviewed, and accepted by their team.
While the Solace Team cannot influence Stripe's timing or process, we are standing by to offer customer support for any Stripe needs you may have.
*Note that Stripe Customer Support is unable to assist the advocate team. If you require Stripe support, please reach out to Solace CX.
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