Connect Stripe to take payments

Connect Stripe to take payments

Connecting Stripe lets clients pay a deposit or the full price when they book, or leave card details for a no-show fee. Payments go directly to your connected payment account. ResNeo does not hold booking money.

Before you start

• Do you need this today? Only if you want clients to pay online or leave a card. If you take payment in the chair, skip this page, share your booking link, and come back when you are ready.
• Sign in as an admin. Team members see Account in the sidebar instead of Settings, and their page has no Payments tab.
• Have these handy: your business details, the bank account you want paying into, and photo ID for the person who represents the business. Stripe asks for all of it, and hunting for a document is what makes this feel long.
• Already started? The Stripe payments step on your dashboard setup checklist (its Connect Stripe button) opens the same tab, and the card picks up where you left off.

It is two steps on ResNeo's side. Stripe asks for a fair amount of detail in between, so set aside fifteen minutes.

Good to know: these are two different things. Plan is what you pay ResNeo for the software. Payments is how your clients pay you, through Stripe Connect. This page is about Payments.

Step 1: Business and bank details

1. Open Settings from the sidebar, then the Payments tab.
2. The Stripe payments card lists the two steps: Step 1: Business & bank details, and Step 2: Identity verification, which is greyed out and marked Available after Step 1 is complete.
3. Click Start Stripe setup. The button reads Redirecting to Stripe… for a moment, then Stripe opens.
4. Stripe asks for your business information and bank account details. Work through to the end and you are returned to ResNeo.

Good to know: if you stop partway through, the card shows an amber Step 1 incomplete notice when you come back, and the button reads Continue Stripe setup. Click it to carry on with the same Stripe account. You never start over. Read the warning below before you leave it unfinished.

Step 2: Identity verification

Once step 1 is submitted, the card shows a blue Step 2: Identity verification required notice. Your business and bank details are in, and Stripe now needs to verify the identity of the account representative.

1. Back on the Payments tab, click Complete identity verification.
2. Upload the ID document Stripe asks for.
3. Finish and return to ResNeo.

Good to know: the card's own note says it can take a few minutes for Stripe's verification system to be ready after step 1. If the verification page is not available yet, wait a moment and click Complete identity verification again.

How you know you are ready

Both steps on the Stripe payments card get a green tick and read Completed, and the card shows Stripe connected; charges enabled. Under it sits Account: followed by a long reference starting acct_. That is your Stripe account number, and support may ask for it. The Stripe payments step on your setup checklist ticks off at the same moment.

Good to know: if you have finished both Stripe screens but the card still shows Step 2: Identity verification required, Stripe has not yet enabled charges on your account. Stripe sometimes reviews new accounts, which can take a few hours and occasionally a day or two. Nothing is broken and there is nothing to redo. Refresh the page later, and watch for an email from Stripe asking for another document.

Warning: finish both steps before you ask clients for money. While Stripe is unfinished, any service set to a deposit, full payment or card hold fails for your client at the last step of booking. They see a payment error and nothing live lands in your diary. Until the card shows Stripe connected; charges enabled, either finish Stripe or set those services back to No online payment.

If the card shows a red message such as Failed to check Stripe status, click Retry.

Turn on online payment for a service

Connecting Stripe does not by itself ask anyone for money. You choose that service by service.

1. Open Services from the sidebar.
2. Click Edit on the service (or Add service for a new one).
3. Under Online payment when booking, choose one:
   • No online payment (pay at venue or arrange separately)
   • Custom deposit (fixed amount online), then enter the Deposit amount (£)
   • Pay full price online at booking
   • Card hold: no payment is taken when the client books. Their card is stored securely and you can charge the No-show fee (£) you enter (at least £1) if they do not attend
4. Click Save Changes (or Create Service).

If the service has multiple bookable options, each option can carry its own deposit or no-show fee, and the Default deposit (£) or Default no-show fee (£) fills in any option left blank.

If Stripe is not finished, the form shows Stripe is not connected. Connect your Stripe account in Settings before guests can pay online. The service still saves, but clients cannot pay until Stripe is done, so finish Stripe first.

Where your money goes

Client card payments go to your own Stripe account and out to the bank account you gave Stripe.

To see it, open Settings, then Payments, and click Open Stripe dashboard. Stripe opens in a new tab showing your payouts, balance and transactions. Payout timing is set by Stripe, not ResNeo.

Good to know: taking a client's remaining balance in person, on your phone, is set up under Settings, then Booking Settings, in the Taking payment in person section: tick Allow in-person card payments from the ResNeo app. It has no effect until Stripe is connected. Not on this tab.

Common problems & fixes

Problem	Likely cause	Fix
Clients get a payment error and no booking appears	Stripe is not finished but a service asks for online payment	Finish both Stripe steps, or set that service to No online payment
The card says Step 1 incomplete and the button reads Continue Stripe setup	Step 1 was not completed	Click it and work through to the end
Step 2: Identity verification is greyed out and reads Available after Step 1 is complete	Step 1 is not finished	Click Continue Stripe setup and finish step 1 first
Complete identity verification does not open a working page	Stripe's verification system is not ready yet, which can take a few minutes after step 1	Wait a moment and click it again
I finished both Stripe screens but the card still says Step 2: Identity verification required	Stripe is reviewing your account	Refresh later, and check your email for a Stripe request
The card shows a red message such as Failed to check Stripe status	ResNeo could not reach Stripe for a moment	Click Retry
I connected Stripe but nobody is charged	Every service is set to No online payment	Open Services, click Edit, and choose an option under Online payment when booking
I have no Payments tab	You are signed in as a team member, so the sidebar shows Account	Only admins can connect Stripe. Ask an admin

Next steps

• Set up your services
• Deposits, full payment and card holds
• Stripe problems
• Your public booking page and embed
• Your go-live checklist