> For the complete documentation index, see [llms.txt](https://support.holidayhero.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.holidayhero.com/integrations/payment-providers/stripe.md).

# Stripe

Stripe lets you take card and local payments for upsells. Guests pay into your own Stripe account, and Stripe pays you out on their normal schedule.

If you are deciding between providers first, see [Taking payments for upsells](/integrations/payment-providers.md).

***

### Before you start <a href="#before-you-start" id="before-you-start"></a>

You will need:

* Your business details — legal name, address and registration number.
* Your bank details for payouts.
* An identity document for the person who owns or directs the business.

You do not need an existing Stripe account. If you do not have one, you create it as part of the steps below.

***

### Connect it <a href="#connect-it" id="connect-it"></a>

1. Go to **Workspace → Settings**.
2. Under **Payment Providers**, select **Add payment provider**.
3. Give it a name you will recognise — for example your property or company name — and choose **Stripe**.
4. Select **Add**. You are taken to Stripe.
5. Sign in to your existing Stripe account, or create one.
6. Follow Stripe's steps: business details, identity verification and payout bank account.
7. When Stripe is finished, you are returned to HolidayHero.

The provider now appears under **Payment Providers**. Once Stripe confirms your account can accept payments, it shows as **Active** and your upsells can be paid.

If Stripe still needs something, the provider shows **Additional information required**. Use the button on it to go back to Stripe and finish. You do not need to start over — your progress is kept.

***

### What happens when a guest pays <a href="#what-happens-when-a-guest-pays" id="what-happens-when-a-guest-pays"></a>

1. The guest pays for the upsell at checkout, seeing each product listed separately.
2. HolidayHero's commission, at your **Payment Fee**, is taken from that payment automatically. Stripe's transaction cost for the payment is covered by HolidayHero out of that.
3. The remainder is settled into your Stripe account and paid out to your bank on Stripe's schedule.

Nothing for upsell commission appears on your monthly HolidayHero invoice — it is already settled.

Your **Payment Fee** is shown under **Workspace → Subscription**.

***

### Experiences that require your approval <a href="#experiences-that-require-your-approval" id="experiences-that-require-your-approval"></a>

Stripe supports these. When a guest books an experience you have marked as requiring approval:

1. The guest enters their payment details and the amount is **held**, not charged.
2. You are notified and can accept or decline.
3. If you accept, the payment is taken and the booking is confirmed.
4. If you decline, the hold is released and the guest is not charged.

A hold does not last indefinitely — Stripe releases it after about a week. Respond within a few days so the guest is not left waiting and the payment does not lapse.

***

### Managing your account <a href="#managing-your-account" id="managing-your-account"></a>

Your payouts, individual payments, refunds and disputes all live in your own **Stripe dashboard**. HolidayHero does not control your payout schedule and cannot issue refunds for you.

To refund an upsell, refund it in Stripe and then contact support so we can correct the commission and your records.

***

### Troubleshooting <a href="#troubleshooting" id="troubleshooting"></a>

**Stuck on "Additional information required".** Stripe has asked for something it has not received. Use the button on the provider to return to Stripe — it takes you to the exact outstanding item. This is between you and Stripe; HolidayHero cannot complete it for you.

**Shows "Disabled" after being Active.** Stripe has suspended the account, usually because a verification deadline passed or a document expired. Sign in to your Stripe dashboard for the reason, then contact support if it is unclear.

**Payouts have not arrived.** Payout timing is set by Stripe, not HolidayHero — new accounts are often held longer for the first payout. Check the payouts section of your Stripe dashboard.