> ## Documentation Index
> Fetch the complete documentation index at: https://help.elationhealth.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Patient Payments Guide – Troubleshooting Stripe activation and connection issues

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

## Overview

### When to suspect a Stripe connection issue

You may have a Stripe activation or connection 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**.

## Workflow Instructions

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

### Check your Stripe account from Elation

| 1 | Go to Settings → Patient Payments .                        |
| - | ---------------------------------------------------------- |
| 2 | Click Go to Stripe account to open your Stripe Dashboard . |

<img src="https://mintcdn.com/elationhealth/oUsCe2Bk28NP2LiF/images/0EMUi00000M4KQ5.png?fit=max&auto=format&n=oUsCe2Bk28NP2LiF&q=85&s=9ee3b9a86abca827e8dcc13df2d2d18b" alt="" data-path="images/0EMUi00000M4KQ5.png" />

### Review your Stripe account status

<img src="https://mintcdn.com/elationhealth/oUsCe2Bk28NP2LiF/images/0EMUi00000M4KZl.png?fit=max&auto=format&n=oUsCe2Bk28NP2LiF&q=85&s=0e3ee3df67dfe97797734fbaed5ac67e" alt="" data-path="images/0EMUi00000M4KZl.png" />

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.

### Verify your Industry setting in your Stripe account (for HSA/FSA issues)

If you are having trouble receiving FSA or HSA payments, confirm your Industry setting in Stripe account is set to **Doctors and Physicians**:

| 1 | In your Patient Payments settings page in Elation, click Go to Stripe account .  |
| - | -------------------------------------------------------------------------------- |
| 2 | In the Stripe Dashboard , locate and click Settings .                            |
| 3 | Scroll down to Professional details or Business details .                        |
| 4 | Click Edit to view the details.                                                  |
| 5 | When the Additional Information dialog window opens, click Edit to make changes. |
| 6 | Update your Industry to **Doctors and Physicians**.                              |

<img src="https://mintcdn.com/elationhealth/oUsCe2Bk28NP2LiF/images/0EMUi00000M4LFh.png?fit=max&auto=format&n=oUsCe2Bk28NP2LiF&q=85&s=85c8151603cded50ea29cc88c57a6081" alt="" data-path="images/0EMUi00000M4LFh.png" />

## 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.

### How to contact Support

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

### 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.

## Related Articles

* [Patient Payments Guide – Securely collect payments digitally from patients](/articles/using-elation-to-securely-collect-patient-payments)
* [Patient Payments – Frequently Asked Questions](/articles/Patient-Payments-Frequently-Asked-Questions)
* [How to register for Stripe account with Elation](https://docsend.com/view/u5pujrn5mrghwnkj)
* [Patient Payments Guide – Obtaining a 1099 Tax Form for your Stripe account](/articles/Patient-Payments-Guide-Obtaining-a-1099-Tax-Form-for-your-Stripe-account)