The receiving account stopped working on its own

For whom:
Whoever runs the school
Time:
4 min

What you will get

Recognising the problem by its symptoms before it costs a month of billing — and fixing it without depending on anyone.

The symptoms

Almost always someone notices through one of these three, in this order of frequency:

  1. "Charges stopped going out." Several open installments, all with a dash in the CHARGE column.
  2. Students complaining about "Awaiting issuance" in the portal.
  3. An email saying the integration was disconnected, to whoever administers the account.

The diagnosis, in two clicks

1. Open Integrations › Payment Gateway.

2. Click Test connection.

The answer decides everything:

  • "Connection active" — the connection is fine. The problem is elsewhere; follow the checklist for a charge that was not issued.
  • "Connection failed. Check your credentials." — this is it. Read on.
  • Not configured badge — the connection was removed. Just connect again.

The green badge misleads. It keeps saying Connected even when the authorisation is no longer valid — because it only looks at whether a connection record exists for your school, not whether it works. The test is what reveals it.

The three causes

1. The authorisation was revoked on Stripe's side. Someone with access to the receiving account removed EduPay from the list of authorised applications. It is the most common cause, and usually accidental.

2. The account was restricted. Stripe can suspend an account over expired documentation, pending verification or a risk review. In that case an email from them arrives at the address on the account — not at your EduPay email.

3. The account was closed or switched. This happens when the accountant, the tax ID or the responsible person changes.

How to charge again

If the cause is revocation or a broken connection:

  1. Click Disconnect.
  2. Click Connect Stripe account and redo the path.
  3. Click Test connection to confirm.
  4. Check the Accepted payment methods box — after reconnecting, it is worth using Refresh.

If the cause is a restricted account: reconnecting does not help. The pending issue has to be settled with Stripe first, through their dashboard. EduPay cannot speed that up.

After reconnecting, deal with the backlog

Reconnecting does not issue retroactively. The installments left without a charge stay that way, and what happens to each depends on its date:

  • Still inside the lead-time window — the next night's routine picks it up on its own.
  • Already past due, or due after the window — it has to be issued by hand, from each one's three-dot menu.

It is worth filtering open installments and sweeping the list once, rather than waiting for students to complain.

How to notice sooner next time

  • Click Test connection once a week, alongside the Monday billing routine. It takes three seconds.
  • Do not ignore the disconnection email. It is the only automatic warning there is for this.
  • Keep the account administrator's email up to date, both here and on the receiving account — that is where pending-issue notices arrive.

If something goes wrong

I reconnected and the test still fails. Check that you signed in to the right Stripe account. Having more than one and connecting the wrong one gives exactly this symptom.

I reconnected and all payment methods show ✗. The account may be restricted. Click Refresh; if it persists, the way out is the Stripe dashboard.

I did not get the disconnection email. It goes to whoever administers the EduPay account. If that address is out of date, nobody receives it — and the first news becomes a student complaining.

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