If you see a “Payments are disabled” banner on the Rent Collection page, a Fix button on the Cash Management page, or rent payments stuck in Processing or Pending for several days, your bank account needs to be verified. Payouts are paused until the error is resolved, so it’s best to fix it as soon as you see it.
What This Error Looks Like
The message can be worded a few different ways, but it’s the same issue:
A “Payments are disabled” banner at the top of the Rent Collection page, often mentioning Business details
A message that the bank account number on your document didn’t match your Stripe account
A message that a name does not match the Stripe account
A Fix button next to an account on the Cash Management page
Rent payments showing Processing or Pending for several days with no other explanation
Why It Happens
Stripe is the payment processor Stessa uses behind the scenes to verify bank accounts for rent collection. You don’t need, and won’t have, your own Stripe account. This step just confirms your bank account details match what’s on file. It applies whether you collect rent into a Stessa Cash Management account or your own external bank account.
Common reasons for a verification request include:
The name or business name on file doesn’t match the name on the bank account
The account number on an uploaded document doesn’t match the account receiving rent
A payment reversal was flagged as unauthorized
Routine periodic verification
Step 1: Find Out What’s Required
Click Fix on the error message.
Carefully read the instructions in the pop-up. They tell you which document is needed (usually a bank statement, sometimes ID or proof of address).
Scroll down and note the account number listed. Your document must match this exact account.
Close the pop-up.
Step 2: Get a Statement for That Account
If you collect rent into a Stessa Cash Management account:
Go to the Cash Management page.
Find the account using the account number you noted.
Click the three dots (⋯) to the right of the account and select View Statements.
Choose the appropriate month, then print or download the statement.
If you collect rent into your own external bank account:
Download a recent statement from your bank’s website or app, or request one from your bank.
Make sure it’s for the same account number shown in the pop-up, not another account at the same bank.
Confirm your name and the account number are clearly visible.
Step 3: Upload the Document
Return to the Rent Collection or Cash Management page and click Fix again.
Click Edit next to the field marked Invalid.
Click Upload Document and choose the document type requested (for example, Bank account statement).
Upload the file and click Save.
If Your Document Keeps Getting Rejected
If the same document is rejected more than once, the problem is usually the name or business name, not the document. Uploading again won’t help until the name is corrected.
Click Fix and review the name and business details in the pop-up.
Update them so they match your bank account exactly, including your LLC name if you collect rent as a business.
Save, then upload your statement again (Step 3).
After the Error Is Fixed
Once your document is accepted, the error clears and rent collection continues normally.
Pending payments typically deposit by the morning of the next business day.
If the error doesn’t clear after uploading a matching document, contact our support team rather than uploading it again. We’ll look into it for you.