Payouts Blocked by Stripe

Overview

If you notice Otter POS/Direct Orders payouts from Otter are being blocked or not being received in your Stripe account, this guide will explain why this may be happening and how to resolve the issue in Stripe.

Ensure your stores are verified to maintain smooth operations and compliance.

Understanding Stripe Connect Verification

Stripe Connect Accounts enable the processing of payouts for earnings collected through Otter POS and Direct Orders. When a Stripe Connect Account is created, Stripe is legally required to collect information from you to undergo a KYC (know-your-customer) review. Common examples of required information include the company name, company tax ID, and, in some cases, additional details about the business owner.

Stripe reserves the right to request additional information from you periodically. Be sure to complete the Stripe-imposed requirements (notified via email) within the provided time frame. 

If you fail to submit the required information, your account may be put in a restricted state, and payouts from Otter to your Stripe account will be withheld until the outstanding requirements are fulfilled.

Stripe Connect Account Statuses

• Complete - Account provided all required information and is in good health
• Enabled - Account is active, but additional requirements will be due in the future
• Restricted Soon - Account is active, but time-sensitive requirements are due
• Pending - Outstanding requirements were fulfilled, but in review with the Stripe team (payouts may be withheld in the meantime)
• Restricted - Account is inactive due to outstanding requirements (payouts withheld in the meantime)
• Rejected - Account is blocked by Stripe due to a platform violation (ie. fraud)

Resolving Blocked Payout Issues

If you are experiencing issues with blocked payouts in Stripe, the first thing you will need to do is review the Stripe Connect account status in your Stripe Dashboard. The steps below will guide you through locating the account statuses and how to resolve any outstanding Stripe requirements that may be causing the blocked payouts.

• Log in to Otter Dashboard.
• Navigate to [Settings] > [Payouts] > [Payout Settings].
• Identify which Stripe account(s) require attention.
• Click the pencil icon and select [Manage on Stripe].
• Once logged into Stripe, you will be prompted with a banner denoting information requested by Stripe.
• Fulfill outstanding requirements to enable and receive outstanding payouts from Otter.

Additional Troubleshooting

If the steps above did not resolve the issue and you are still not receiving payouts, review the additional troubleshooting steps listed below.

• Write Troubleshoot: in the title to showcase the icon

  Step	Process	Image
  1	Follow the Stripe instructions to create a hidden webpage on your website to showcase the contact information for all your stores. All Stripe needs is that hidden URL. Copy and paste the link to your hidden webpage into the [URL] field.  Stripe will use your corporate website to confirm that your store is indeed part of your organization.
  2	If you choose [No] to temporarily updating your website to include your email address, a text box will then appear where you can describe your business and its connection to the organization.

• On your Stripe portal, you should be able to check if your Stripe account has an active lien on it. 
  
  To resolve this matter and restore normal account functionality, you will need to contact your lien holder (the entity that filed the lien) and request that they submit a signed lien release directly to Stripe at llg-notices@stripe.com. Until this release is received and processed, payouts may remain restricted.
  
  You can read more on this and request help or more information from Stripe here.

Need Additional Help?
For any other questions or further assistance with your Stripe account, you can reach out to Stripe Support for help.

FAQs

• Stripe's goal is to review all submitted information within 24 hours.

• Yes— you will automatically start receiving Otter payouts in Stripe once the information you provided to Stripe is approved.

Updated June 26, 2026 21:25