---
key: emails-stripe-sends-about-nova-payments
title: Emails Stripe sends about Nova Payments
audience: staff
section: administration/billing-commerce
routes: ["/settings/org/billing/payments"]
permissions: ["billing.stripe.connect.read"]
features: ["billing.payments.card_processing_setup"]
since: 0.0.1
updated: 0.0.1
status: published
summary: Tell apart the emails the card processor sends about verification, tax forms and risk reviews from the ones Nova sends, know who receives each, and what to do when one arrives.
keywords: [stripe email, is this email real, verification email, tax form email, 1099, risk review, account restricted, who gets payment emails, phishing]
related: [set-up-nova-payments, check-on-nova-payments-after-launch, when-the-person-who-set-up-nova-payments-leaves, respond-to-a-payment-dispute, choose-who-gets-told-about-bank-deposits, use-the-notification-center]
---

In the sidebar, open **Settings**, then choose **Nova Payments** under **Sales & Billing**. The page address is `/settings/org/billing/payments`. Whatever an email says, this page is where you check it: anything the card processor needs from you is shown on the **Verification** step before launch, and after launch under **Open items** on the **Overview** tab and at the top of the **Business details** tab.

Nova Payments is run with Stripe, the card processor. Two senders write to you about it, and they write to different people.

## What Stripe sends

Stripe emails go to the email address typed into the secure form when **Verification** was completed, not to your Nova notification list. They carry Nova's name and branding alongside Stripe's. Stripe sends them only for things the law or the card networks require:

- Verification: information needed about the business, its owners or its bank account, and reminders when it is overdue.
- Tax forms: yearly forms where your country requires the processor to report card income. Many businesses never get one.
- Risk reviews: a review of unusual activity, a limit placed on the account, or a restriction on deposits.

Stripe never emails your customers a receipt for a payment made through Nova, and it never emails you one. Receipts come from Nova (see [[send-payment-receipts-automatically-and-allow-tips]]).

## What Nova sends

Nova's messages go to the people who manage Nova Payments, by email and in the notification center, following your notification settings:

- Verification passed. Finish setting up Nova Payments, Nova Payments needs information, and Nova Payments verification is overdue. The last two always arrive by email, whatever your settings.
- After launch, when Stripe stops card payments or deposits: Card payments are off, Bank deposits need attention or Nova Payments is restricted, each saying why. These always arrive by email too. Card payments are back on follows when the problem clears.
- You can now collect card payments, once, when payments are launched. It names the last four digits of the bank account deposits go to. People who see bank deposits but do not manage payments get Card payments are on instead.
- You got your first card payment, once, when the first customer pays by card after launch. It names the amount and the customer, and says how many days Stripe holds a new account's first payments before the first deposit (from your deposit schedule, or "a few days" when Nova does not have it yet). Payments made in test mode never send it.
- Payment disputed, Dispute evidence is due, and Dispute closed or resolved in your favour. See [[respond-to-a-payment-dispute]].
- A refund did not go through. Payment of (the amount) failed, when an automatic or scheduled card charge Nova ran for you fails. Automatic card charges are waiting (or Recurring card charges are waiting), at most once a week, when those charges have waited a week because card payments are off.
- **Bank deposit on the way**, **Bank deposit arrived** and **Bank deposit failed**, to the people chosen under **Who gets told about bank deposits**. See [[choose-who-gets-told-about-bank-deposits]].
- Someone paused, closed, resumed or reopened Nova Payments, to everyone else who manages it.
- The bank account for Nova Payments deposits changed, with the last four digits before and after, to the deposit list and everyone who can manage payouts. It always arrives by email, whatever anyone's settings.
- Nobody receives deposit notices, in Nova only and at most once a week, when a deposit notice had nobody to go to.

## Steps

When an email from Stripe arrives:

1. Do not fill anything in from the email. Open Nova yourself and go to the Nova Payments page.
2. Before payments are launched, read the **Verification** step: if something is needed it reads **Needs info** and lists it. After launch, look under **Open items** on **Overview** for **Nova Payments still needs some information** or **Card payments are off**, or open the **Business details** tab, which then starts with **Nova Payments needs more information**.
3. Press **Continue verification** before launch. After launch, press **Send the missing info** on the open item, or **Finish verification** on the **Business details** tab; both open the same secure panel. Complete the items it asks for.
4. Press the refresh icon on the step before launch, or choose **Refresh status** in the **Actions** menu after launch, if the status has not caught up.

## If something looks different

- The email went to someone who has left the company: Stripe keeps writing to the address from the original verification until it is moved. See [[when-the-person-who-set-up-nova-payments-leaves]].
- The email asks for something the Nova Payments page does not mention: treat it with care. The page shows every outstanding request; if the **Needs attention** card on **Overview** reads **Nothing needs you right now.**, contact Nova support before acting on the email.
- You want Nova's payment emails to reach more people: give their role the permissions to manage Nova Payments and to manage bank deposits (Nova's payment messages need both; dispute messages also reach anyone allowed to handle disputes), and add them under **Who gets told about bank deposits** for deposit notices.
- Nobody at the company gets Stripe's emails at all: the verification email address may be wrong or unmonitored. Ask Nova support to move it to a shared mailbox you read.

[[route:/settings/org/billing/payments|Open Nova Payments]]