Stripe says action needed or not finished

If Payouts shows Not finished or Action needed, Stripe still needs something from you. Select Continue on Stripe or Finish on Stripe in the notice at the top, and complete what Stripe asks for.

What each message means

• Finish setting up payouts. You started but didn't finish. Select Continue on Stripe.
• Stripe needs one more thing. Your paid listings stay hidden from buyers until it's done (see what the Hidden status means). Select Finish on Stripe.
• Stripe is checking your details. This usually takes a few minutes. Your paid listings go live as soon as it's done. There is nothing for you to do.

Fix it

1. Open Seller hub and select Payouts.
2. In the notice at the top, select Continue on Stripe or Finish on Stripe.
3. Complete the steps Stripe shows you, such as confirming your identity or adding missing details.
4. Return to Esano. Check that the Payout account badge says Connected.

You can also select Manage on Stripe at the top of Payouts. While your account still needs something, that button takes you back into Stripe's setup steps instead of your Stripe dashboard.

Stripe can ask for more information after you were approved, for example when its requirements change. Esano emails you when your payout verification status changes. The email title is "Your payout verification status changed."

What is paused until it's fixed

While Stripe's verification is incomplete or restricted:

• New paid sales pause, and your paid listings are hidden from buyers.
• Payouts affected by the restriction pause.
• Your balance is preserved. Nothing is lost.
• Buyers who already bought keep their downloads.
• Existing custom orders are resolved, or refunded where delivery can't go ahead.

Free-only listings stay up on your shop page and in category pages, but they don't show in Esano search results or on Trending until Stripe is active again.

Esano can't bypass a restriction placed by Stripe or required by law. Only Stripe can clear it.

Who can fix it

Only the shop owner sees Payouts and can complete Stripe's steps. Team members can't. If you run a shop with a team, the owner needs to do this. See shop team roles and what each can do.

Still stuck?

If Stripe keeps asking for the same thing, or you can't tell what it needs, email customerservice@esano.com or see how to contact support. Never send identity numbers or bank details by email. Enter them only on Stripe's site.