If it's been over 7 business days and you haven’t received the donation funds connected to your account, read below for the 3 common reasons.
You have a restricted Stripe account. Check your email (including your spam folder) for emails from Stripe and Obituare alerting you that you need to provide additional verification information. Go to your Dashboard > Payout Details > View your Stripe account and upload the requested verification information.
Payouts to your account have failed. Check your email (including your spam folder) for emails from Stripe and Obituare alerting you that payouts have failed. Go to your Dashboard > Payout Details > View your Stripe account and update the payment information to a new and legitimate payment method in order for us to transfer funds.
You’re missing funeral home details. You are alerted by this on our website and by email. To resolve this issue visit your Dashboard and click the blue circle next to the obituary then choose “Edit Obituary”. Go to Memorial Donations > Passing Details. Obituare uses this information to verify the passing of your loved one. If you have a unique circumstance or have trouble adding a funeral home, contact support at [email protected].
Our payment processor, Stripe, sometimes requires additional verification information before they can proceed with a payout. Head to your Dashboard > Payment Details > View your Stripe account. If Stripe is waiting on additional information from you, a notification will let you know that you need to upload information. Stripe will also send an email notifying you of the information they need in order to proceed.
Uploading requested Verification Information to Stripe
To access your dashboard go to your Dashboard > Payout details.
Click on “View your Stripe account”
Click on the “Add Information” button
To contact Stripe support, you'll need to contact them through your Stripe Dashboard.
From your Stripe dashboard, click "Support articles" from top right.
Click the “Contact Support” link at the bottom right of the page.
Click "Select a topic..." and select "Connect"
Select the appropriate channel to connect with the Stripe Support team.
If it's been less than 7 business days and you'd just like more information on receiving funds from a personal cause, check out our article How will I receive the funds that I’ve raised for a personal cause?