# Payment Troubleshooting

Resolve common payment verification, capability, and payout issues in Naayya

Canonical URL: https://www.naayya.com/help-center/payment-troubleshooting
Category: payments
Last updated: 2026-09-19T00:00:00Z

# Payment Troubleshooting

Payment and Stripe account alerts appear on the **Get Paid** page inside Naayya. Use this guide to diagnose common blockers.

## Outstanding requirements

**What it means:** Stripe still needs information to verify your business or its representatives.

**Fix it:**

1. Open **Admin > Settings > Get Paid**.
2. Open the Stripe notification banner or select **Complete Onboarding**.
3. Follow Stripe's steps to provide the requested information or documents.
4. Return to **Get Paid** and check whether the account status now says **Account Connected**.

If the account still says **Setup Incomplete**, follow any remaining steps shown in the notification banner.

## Capability stuck in “Pending”

- Check the capability under **Get Paid > Payment Methods**.
- A capability can remain **Pending** while Stripe reviews it. Follow any request for more information.
- For SEPA, checkout remains card-only until the capability is active.
- If the status stays pending and no next step is shown, contact Stripe Support from the Stripe dashboard.

## Payment status looks wrong

1. Open the payment in **Admin > Payments** and check its status and details.
2. On **Get Paid**, check the Stripe account status and any notification banner.
3. If the account is in the Stripe Test Environment, payments are for testing and do not settle to a bank account.
4. If the status still looks wrong, contact Naayya Support with the payment and account details shown in the app.

## Payouts paused or delayed

- Open the Stripe notification banner in **Get Paid** and follow the steps it shows.
- Use **Account details** to check the payout bank details you entered.
- Use **Open your Stripe dashboard** for payout history, balances, and tax forms.
- If Stripe has restricted the account and the reason is unclear, contact Stripe Support from the dashboard.

## Unable to enable SEPA or ACH

- Open **Admin > Settings > Get Paid** and look under **Payment Methods**.
- SEPA Direct Debit is shown for eligible European accounts. ACH Direct Debit is shown for eligible US accounts.
- If a method shows **Pending**, wait for Stripe's review and follow any request for more information.
- If a method is unavailable or remains blocked, contact Stripe Support from the Stripe dashboard.

## Need more help?

- Visit Stripe’s [Account Requirements](https://support.stripe.com/topics/account) documentation for detailed rules.
- Contact Stripe Support through the Stripe dashboard.
- Reach out to Naayya Support with screenshots if a status in the app does not match what you see in Stripe.

For customers who started checkout but did not finish, see [Abandoned Checkout Recovery](/help-center/abandoned-checkout-recovery).