Stripe Tipping FAQs

Have questions about Stripe credit card tipping with Streamlabs? Read on and don’t hesitate to reach out if you need additional assistance.

General FAQs

Do I need to have a bank account to set up credit card tips/donations?

Yes, you will need a checking account in order to accept credit card tips/donations.

Is there a way to move money from the credit card option to PayPal?

No, this is not possible because the credit card processor does not allow it. If you would like to accept credit card tips/donations directly to your PayPal account, we recommend using our PayPal Plus integration (<-- see our guide here for setup). 

**Be sure to disconnect this credit card option in order to use the PayPal Plus integration to accept credit card tips/donations to your PayPal account.**

I need to change the country associated with my account. What should I do?

You will need to open a ticket to change the country information on your account.

What countries are supported?

The following are the supported countries for our credit card tip/donation option:

• Australia
• Austria
• Belgium
• Brazil
• Canada
• Denmark
• Finland
• France
• Germany
• Hong Kong
• Ireland
• Italy
• Japan
• Luxembourg
• Mexico
• Netherlands
• New Zealand
• Norway
• Portugal
• Singapore
• Spain
• Sweden
• Switzerland
• United Kingdom
• United States

My country is not on the list. What do I select?

If your country is not on the list, then it is not a supported location for the processor. You will need to use one of the other payment options available, such as PayPal.

What fees are applied to credit card tips/donations?

The standard fee charged by the credit card processor is 2.9%+ .30 cents USD. This fee will vary by country of streamer and donor.

Any overpayment of fees from the viewer will be automatically added to the streamer’s account.

There is also a 2% currency exchange fee if your donor is donating with a different currency than what you stated in your onboarding.

Can people chargeback credit card tips/donations?

Yes, your tips can be charged back through the donor's credit card company. If a chargeback occurs, you should follow up by submitting a ticket. 

What happens when I get a chargeback?

Streamlabs will be elected to contest your chargeback and you will receive an email notification that you have received a chargeback. It is your responsibility to provide the necessary evidence to dispute your case in a timely manner. You should do so by submitting a ticket as soon as possible.  

What are the fees associated with chargebacks?

All fees from chargebacks are deducted from your pending balance by our card processor (from the main balance if there is no pending). When your account gets a chargeback, $15 and the original charge amount will be deducted from your account. This $15 fee is imposed by the credit card processor, not Streamlabs. If the chargeback is won, the $15 fee will be returned to your account.

Does Streamlabs take anything from credit card tips/donations?

Streamlabs does not take any fee from credit card tips and never will. All fees are collected by the credit card processor.

Who handles the verification of accounts?

Verification is handled directly by Stripe.com. Streamlabs only handles sending this info via API. If your information is rejected, it means that Stripe's system has rejected it.

How old do I need to be to use this option?

You must be 18 years or older.

Why do I need to provide my Social Security Number?

Like your ID, this is needed for the payment processor to confirm your identity and ensure that no illegal transactions are taking place.

Why do I need to upload my ID?

You will need to upload your ID in order to withdraw funds to your bank account. The credit card processor requests this information to verify your identity and income.

What type of IDs can I upload for verification?

You can upload a copy of your Driver's License or Passport. If your image is too blurry and cannot be read, it will be automatically declined by the payment processor. Make sure your image is clear so you do not have to go through the verification process multiple times.

Facebook photos, selfies, pictures of you and your friend(s), random pictures from the internet, fake IDs DO NOT count as legitimate images for verification. ID's must be in color and it must contain an image of the entire ID.

Does Streamlabs save my personal information?

Streamlabs does not save any personal information that you enter or submit for credit card tips/donations. The information is sent straight to the credit card processor and they store and verify the information. 

Withdrawal FAQs

Where can I see my credit card tips/donations?

Go to your tipping page to view your pending and current balance.

What is the available balance and pending balance?

The available balance is what you can withdraw to your bank account. The pending balance is money that is still being processed. When you receive money, it will remain pending for 2-3 business days. After those days are up, it will move into your balance.

Why is there a pending balance on my account?

Pending balance is money that is still going through the process. After 2-3 business days the money will move into your balance and you can withdraw it to your bank. These pending periods depend on the sender's bank. 

How often can I withdraw my funds?

You can withdraw your funds as often as you like as long as there is money in your available balance. There is a 0.5% fee for each withdrawal under $2000. Anything over $2000 will have a flat fee of $10. If you make multiple withdrawals in a month, you will not be charged more than $10 in withdrawal fees.

How long does it take to withdraw my money?

Withdrawals can take up to 3-7 business days. If you have not received your withdrawal and 7 business days have passed please submit a ticket. A pending withdrawal period depends on the receiving bank. 

Are my donors able to see my personal information, such as name and address?

Typically, donors will not be able to see your information, but all banks and processors have access to any of your business information and may choose to share that in the account owner transaction data. Fields that are considered public would be your business email, website, business address, and support phone number.

Can I reset my bank account?

Assuming you have not withdrawn the funds, you can update your banking information information by heading to the Tip Methods page and clicking the Update Information option.

If you have withdrawn the funds or are having issues resetting your banking information, please contact our team via ticket, and we will be happy to assist you.

Why did my personal address appear on a viewer's bank statement?

Many banks and card providers have different requirements when it comes to the information they request about a merchant's (in this case, streamer's) account. This applies to all payment processors, including PayPal, that process transactions for the sender.

To correct this, we recommend using a PO box or business address when setting up your account.