How do I find help for a specific Stripe charge or payout?

When you contact Stripe Support about a specific payment or payout, having the right identifiers ready helps them investigate quickly. Collect for Stripe cannot see or modify everything inside your Stripe account, so Stripe is the best contact for account‑level issues.

Find a payment (charge) ID

1. Log in to your Stripe Dashboard.
2. Go to Payments.
3. Search by amount, date, last 4 digits of the card, or customer email.
4. Click the payment you’re asking about.
5. Look for the Payment ID (it usually starts with ch_ or appears as an ID at the top of the page).

Copy this ID to include in your message to Stripe.

Find a payout ID

1. Go to the Payouts page in your Dashboard.
2. Search by amount or arrival date to match what you see on your bank statement.
3. Click the payout to open its details.
4. Note the Payout ID (it often starts with po_) and the arrival date.

Contact Stripe Support with context

When you reach out to Stripe Support:

• Include the Payment ID or Payout ID.
• Describe the issue briefly (for example, “Customer says they didn’t receive refund” or “Bank deposit doesn’t match payout amount”).
• If relevant, mention any bank reference numbers from your statement.

This information allows Stripe to look directly at the correct objects in your account. Collect for Stripe cannot replace Stripe’s role here but can help you identify the right data to share with them.