The Connect support cases view gives platforms visibility into their connected accounts that have Stripe-related issues. Platforms can view connected accounts’ support cases, escalate cases to Stripe’s platform support team, and access more information on the overall support experience, including resolution time, first response time, and CSAT.

Who is eligible?

• The support cases report is available for Express, Unified Accounts (UA), and Standard connected accounts that have only ever been connected to a single platform.
• Standard connected accounts that have been connected to more than one platform aren’t eligible.

How do I access my support cases report?

Platforms can view all support interactions for a connected account in the Dashboard:

• From the Support cases section on an individual connected account’s details page.
• Navigate to Connect > Support cases, then click the Cases tab to see cases across all your connected accounts in a single view.

How to use the support cases page?

• Platforms can submit a case with Stripe via the Send us an email button linked to the connected account’s support case. This allows the platform to provide additional context directly to Stripe.
• Use the Overview section to understand patterns and trends to dive deep and make structural changes, both independently and in collaboration with Stripe.
• By default, all support interactions with a connected account are available for the platform to view.

Additional Info

Visit our FAQ to learn more about how to understand your support case data.