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This article helps you identify and resolve common issues with your Stripe connection for Elation Patient Payments.

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Overview

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When to suspect a Stripe connection issue

You may have a Stripe connection or activation issue if the Patient Payments feature is visible in Elation, but you experience any of the following:
  • All payment charges fail
  • Stripe shows no issues, yet no transactions appear in Elation
  • Stripe shows issues (such as verification warnings or payout holds), but your staff are unaware because they have not checked the Stripe Dashboard

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Workflow Instructions

Before contacting Elation Support, complete the following checks to identify and resolve common issues.

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Check your Stripe account from Elation

  1. Navigate to Patient Payments - Go to Settings → Patient Payments.
  2. Open your Stripe Dashboard - Click Go to Stripe account to open your Stripe Dashboard.
Patient Payments settings page with Go to Stripe account button

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Review your Stripe account status

Stripe Dashboard showing recent earnings and transactions Once in the Stripe Dashboard, check for the following:
  • Pending verification tasks: Stripe may require additional identity or business verification before you can process payments. Look for any alerts or banners prompting you to complete verification steps.
  • Payout holds: Confirm there are no holds on your payouts. Stripe may pause payouts if verification is incomplete or if there are issues with your account.
  • Bank account information: Verify that your bank account details (account and routing numbers) are correct and match the entity type you selected during setup.

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Verify your Industry setting (for HSA/FSA issues)

If you are having trouble receiving FSA or HSA payments, confirm your Industry setting in Stripe:
  1. Open Stripe from Elation - In your Patient Payments settings page in Elation, click Go to Stripe account.
  2. Go to Settings - In the Stripe Dashboard, locate and click Settings.
  3. Find your details - Scroll down to Professional details or Business details.
  4. Open details - Click Edit to view the details.
  5. Edit details - When the Additional Information dialog window opens, click Edit to make changes.
  6. Update Industry - Update your Industry to “Doctors and Physicians”.
Stripe edit business details showing Industry set to Doctors and Physicians

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When to contact Elation Support

If you have completed the self-service checks above and are still experiencing issues, contact Elation Support for further assistance.

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How to contact Support

Use the I need help → Contact Elation Support button at the top of your Elation account.

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Information to provide

To help resolve your issue quickly, include the following details in your support request:
  • Practice name
  • Patient example: Patient name (or ID) and the date/time of the attempted charge
  • Stripe charge ID(s): If available, include any Stripe charge ID(s) from failed transactions
  • Screenshots: If you are able, any non-PHI screenshots of error messages or examples you can provide