Nova Emails Stripe sends about Nova Payments
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.
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:
- Do not fill anything in from the email. Open Nova yourself and go to the Nova Payments page.
- 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.
- 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.
- 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.