Stripe Support: Common Issues & Solutions FAQ – Planet DDS

Introduction:

This guide is designed to provide you with clear, step-by-step instructions for managing essential Stripe device functions and Dashboard tasks. Whether you’re troubleshooting an offline device, generating a new pairing code, managing team permissions, or exporting daily transaction reports for reconciliation, this guide ensures you have the tools and knowledge needed to resolve issues quickly and keep operations running smoothly.
Inside, you’ll find detailed procedures for:

Rebooting Stripe devices and resolving connectivity issues.
Generating new pairing codes to restore device functionality.
Adding and managing users in the Stripe Dashboard.
Configuring communication preferences to suit your notification needs.
Exporting transaction reports for seamless financial tracking.

FAQ:

To reboot a Stripe device that is registering as offline or unable to receive transactions, follow these steps:

Ensure the device is connected to a charging source to prevent power loss during the reboot process.
Press and hold the power button located on the top or side of the device for 10 seconds until the screen powers off.
Wait for at least 5 seconds after the device turns off completely.
Press the power button again to turn the device back on. The device will initiate its startup process.
Once powered on, check that the device is connected to a stable Wi-Fi network by navigating to the settings menu by swiping left on the screen. Pin may be required – 07139.
Verify that the device is online and attempt to send another transaction.
If device fails to receive transactions – use steps to re-pair device below.

Note: You must attempt a power cycle and resetting the WIFI information before re-pairing.

To generate a new pairing code for a Stripe device due to an expired code or an offline device, follow these straightforward steps:

Ensure the device is powered on and connected to a stable Wi-Fi network.
Access the device's settings menu by swiping left on the device screen.
Enter the Stripe admin PIN if prompted – pin is 07139.
Locate the 'Pairing Code' or 'Generate New Pairing Code' option within the settings.
Select the option to generate a new pairing code. A unique code will appear on the screen.
Delete the existing terminal from the PMS system.
Add a new device.
Enter the registration code within the merchants PMS system.
Device will reboot and once at the rainbow screen, attempt another transaction.

Steps to Add a User in the Stripe Dashboard:

Log in to Your Stripe Dashboard:
Once logged in, locate the settings menu in the dashboard. Gear symbol top right.
Click on Team and Security from the menu options to access user management settings.
Select the add member button. You'll be prompted to enter the new user's email address and choose their role or permissions.
Select the appropriate role for the new user based on their responsibilities. Stripe offers predefined roles such as Administrator, Developer, Analyst, or Custom Role where permissions can be tailored. Be sure to read each role.
Click on Send Invitation to send an email to the new user. They will receive an email containing a link to join your Stripe account.
Once the new user accepts the invitation and logs in, verify their access and permissions to ensure everything is configured correctly.
Optional: Modify Permissions or Remove a User
If needed, you can later modify a user's permissions or remove them from the Team and Security menu. Locate the user's profile and adjust their role or remove them entirely.

Note: Here are our recommended best practices:

Ensure secure access: Double-check the email address before sending invitations to prevent unauthorized access.
Regular audits: Review team member roles periodically to ensure permissions align with their responsibilities.
Two-factor authentication: Encourage team members to enable two-factor authentication for enhanced security.

Steps to Change Communication Preferences in the Stripe Dashboard:

Log in to Your Stripe Dashboard:

Navigate to Settings
Once logged in, locate the settings menu on the dashboard. It is represented by the gear symbol in the top-right corner of the screen.
Click on the gear icon to access the settings menu.

Finding Communication Preferences:

Within the settings menu, scroll down or navigate to the section labeled "Communication Preferences" or "Notifications."
Click on this section to view available options for adjusting your preferences.

Updating Preferences:

Review the different types of communications listed, such as product updates, system alerts, marketing communications, and transactional notifications.
Select or deselect the checkboxes next to each communication type based on your preferences.
For tailored communication, you may also need to specify your preferred method of contact, such as email or SMS.

Saving Changes

After making your adjustments, locate the "Save" or "Apply Changes" button at the bottom of the page.
Click the button to ensure your updated preferences are saved.

Notes and Best Practices

Review preferences periodically: Ensure your communication settings align with your current needs.
Opt into essential notifications: Keep system alerts enabled to stay informed about critical updates or issues.
Check spam filters: Ensure Stripe emails are not being filtered into your spam folder to avoid missing important communications.

Steps to Export a Transactions Report for Daily Reconciliation in the Stripe Dashboard:

Log in to Your Stripe Dashboard

Log in to Stripe dashboard
Ensure you have the necessary permissions to access transaction reports. Only users with roles like Administrator, Accountant, or those with custom permissions for reporting can access this feature.

Navigate to the Transactions Section

Once logged in, locate the main menu in the dashboard. It is usually on the left-hand side of the screen.
Click on Transactions from the menu options to view transaction details.
Filter Transactions by Date
In the Transactions section, locate the filter options at the top of the page.
Set the date range to "Today" to capture all transactions processed during the current day.
Apply additional filters, if needed, such as payment method, status (e.g., successful, failed), or specific currencies.

Export the Report

After filtering the transactions, look for the Export button on the page. This is usually located in the upper-right corner.
Click on Export and choose the format for the report, such as CSV or Excel. CSV is ideal for importing into accounting software or spreadsheets.
Save the file to a secure location on your computer or network for later access.

Verify Report Accuracy

Open the exported report to ensure all the day's transactions are included.
Check for discrepancies, missing entries, or unexpected statuses.

Additional Information:

What steps do I need to validate that Planet DDS Pay is setup correctly within Denticon?

Article Version 1.0 2026.04.24