# The receiving account stopped working on its own

> When the connection drops or the account is restricted with nobody touching it — how to recognise it and how to charge again.

## 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 authorisation is no longer valid — because it only looks at whether a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 The authorisation was revoked on Stripe's side.** Someone with access to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

> [erro]
> **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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https://edupay.estudiosite.com/en/ajuda/day-to-day/receiving-account-stopped-working
2026-08-06