Topping up your Stripe balance ensures you have enough funds to process refunds or payouts through your WeTicket account. Follow the steps below to add money to your Stripe balance.
Low Balance Error
If you encounter the error message "Your Stripe balance is too low to process this refund":
Follow the steps above to top up your balance.
Ensure the transfer is completed and processed before attempting the refund again.
How to top up your Stripe balance
Go to dashboard.stripe.com and sign in to your Stripe account connected to WeTicket.
In the main menu on the left, click on ‘Balances.’ This shows your current available balance and payout amounts.
Click ‘See details’ in the top right corner.
Click ‘Add to balance.’
Enter the amount you’d like to top up.
Review your top-up details. You’ll see the summary screen showing:
The top-up amount
Stripe’s bank information (IBAN, BIC, and beneficiary details)
The transfer method (SEPA transfer)
Go to your own bank account to complete the transfer
Use the provided Stripe details and make the transfer from your own bank account. Make sure to transfer the exact amount shown.
Transfer the money from your bank account
Click ‘Submit’ in the Stripe portal to confirm.
Wait for confirmation.
Once Stripe receives your transfer (usually within 1–5 business days), the funds will appear in your balance.
Checking your updated balance
After the top-up is complete, return to the ‘Balances’ section to confirm that your available balance has increased.
Troubleshooting
Top-up Not Appearing
If your balance top-up does not appear in your Stripe account:
First, verify a SEPA transfer was actually created and executed.
Retain your bank transfer receipt, including the amount, date, and transaction reference.
If your SEPA transfer succeeded and the money left your account, but nothing has appeared in Stripe after 5+ business days, contact Stripe support with this information so they can trace the payment and link it to your account.
Need help?
If you experience any issues or delays, contact Stripe Support directly through your Dashboard or visit support.stripe.com.