Skip to main content

Stripe Payment Processing FAQs

Michael Satterfield
Updated

This article answers the most common questions about using Stripe for payment processing in Denticon and Cloud 9, including device troubleshooting, refunds, reconciliation, and dashboard management.

Applies To
Product: Denticon | Cloud 9
Plan: All plans
Role: Front Desk | Office Manager | Admin

Question 1: My Stripe device is showing as offline or won't receive transactions. How do I fix it?

Answer:
Reboot the device first. Follow these steps:

  1. Connect the device to a charging source to prevent power loss during the reboot.
  2. Press and hold the power button (on the top or side of the device) for 10 seconds until the screen powers off.
  3. Wait at least 5 seconds after the device turns off completely.
  4. Press the power button again to turn the device back on.
  5. Once powered on, swipe left on the screen to open the settings menu and confirm the device is connected to a stable Wi-Fi network. A PIN may be required — the PIN is 07139.
  6. Verify the device is online and attempt to send another transaction.

If the device still fails to receive transactions after a reboot and Wi-Fi reset, proceed to re-pair the device using the steps below. You must attempt a power cycle and reset the Wi-Fi information before re-pairing.

Question 2: How do I re-pair my Stripe device after it goes offline or shows an expired pairing code?

Answer:
Generate a new pairing code and re-add the device in your practice management system:

  1. Ensure the device is powered on and connected to a stable Wi-Fi network.
  2. Swipe left on the device screen to access the settings menu.
  3. Enter the Stripe admin PIN if prompted — the PIN is 07139.
  4. Locate the 'Pairing Code' or 'Generate New Pairing Code' option within the settings.
  5. Select the option to generate a new pairing code. A unique code will appear on the screen.
  6. Delete the existing terminal from your practice management system (Denticon or Cloud 9).
  7. Add a new device in the system.
  8. Enter the registration code displayed on the device into your practice management system.
  9. The device will reboot. Once it reaches the rainbow screen, attempt another transaction.

Question 3: A payment went through in Stripe but the ledger in Denticon or Cloud 9 didn't update. What do I do?

Answer:
Do not run the payment again until you verify its status in the Stripe dashboard:

  1. Note the patient's name, payment amount, and approximate date and time of the transaction.
  2. Log in to your Stripe dashboard and navigate to the Transactions section.
  3. Search using the patient's name, payment amount, or the last four digits of the card. Filter by date if needed.
  4. Click on the payment to view its status (Succeeded, Pending, or Failed).
  5. If the payment shows as Succeeded in Stripe: Do not run another payment. Contact your software support team to resolve the ledger discrepancy in Denticon or Cloud 9.
  6. If the payment does not appear in Stripe or shows as Failed: It is safe to attempt to process the payment again.

Question 4: A transaction shows as "Incomplete" in Stripe. What does that mean and how do I resolve it?

Answer:
An Incomplete status usually means the customer did not finish the 3D Secure (3DS) authentication step required by their bank — for example, they closed the browser or lost their internet connection before approving the payment.

  1. Log in to your Stripe dashboard and navigate to Transactions.
  2. Use search filters (patient name, amount, date) to find the incomplete transaction and click on it to review details.
  3. Option A — Resend the payment link: Look for a 'Resend Email' or 'Send Payment Link' option on the payment details page. Advise the customer to follow the link and complete the 3D Secure authentication on their bank's platform without closing the page.
  4. Option B — Cancel and create a new payment: If the incomplete transaction cannot be resumed, cancel it and initiate a new payment request in Stripe. Make sure the customer is ready to complete any 3DS prompts.
  5. Once the customer successfully authenticates, Stripe will update the transaction status to Succeeded.

Important: The ledger in your practice management software most likely already updated as paid even though the transaction is incomplete. If the payment needs to be re-taken, it must be processed directly through Stripe — not through the software — since the ledger already shows the transaction as completed.

If the customer experiences technical issues, suggest they try a different browser, device, or internet connection before attempting again.

Question 5: How do I issue a refund through Stripe?

Answer:
Issue refunds from your practice management software (Denticon or Cloud 9) whenever possible. Only use the Stripe dashboard to issue a refund if you are unable to do so from the software.

  1. Log in to your Stripe dashboard and navigate to Transactions.
  2. Use the search or filter options to locate the payment you wish to refund.
  3. Click on the payment to open the payment details page.
  4. Click the Refund button near the top of the page.
  5. Specify whether you want a full or partial refund by entering the appropriate amount.
  6. Select a reason for the refund (optional but recommended for recordkeeping).
  7. Review the refund details carefully, then click Refund to finalize.

The customer will be notified and the refunded amount will be returned to their original payment method. Monitor the refund status on the payment details page or in the Refunds section of your dashboard.

Question 6: How do I set up and verify ACH payments through Stripe in Cloud 9?

Answer:
ACH verification uses micro-deposits sent to the customer's bank account. Here is the full process:

  1. Log in to Cloud 9, navigate to the patient, and add their bank account as a saved payment method.
  2. Stripe will send two emails to the customer: the first confirms the account was added; the second confirms that two small micro-deposits have been sent to their bank account. These emails may arrive a few business days apart.
  3. Inform the customer that the micro-deposits may take 1–2 business days to appear in their bank statement.
  4. Once the deposits are visible, ask the customer for the exact amounts of both deposits and have them enter those amounts in the verification email.
  5. Return to the Cloud 9 payment verification section, or log in to your Stripe dashboard, and enter the two micro-deposit amounts to confirm bank account ownership.
  6. The account status should update to Approved.

Note: If verification fails, delete the payment method and re-add it. This will regenerate the two verification emails.

Question 7: How do I add a new user to the Stripe dashboard?

Answer:
New users are added from the Team and Security settings in the Stripe dashboard:

  1. Log in to your Stripe dashboard.
  2. Click the gear icon (top right) to open Settings.
  3. Select Team and Security from the menu.
  4. Click Add Member and enter the new user's email address.
  5. Select the appropriate role for the user (options include Administrator, Developer, Analyst, or a Custom Role). Read each role description carefully before assigning.
  6. Click Send Invitation. The new user will receive an email with a link to join the account.
  7. Once they accept and log in, verify their access and permissions to confirm everything is configured correctly.

To modify a user's permissions or remove a user later, return to Team and Security, locate the user's profile, and adjust their role or remove them entirely.

Question 8: How do I export a transaction report for daily reconciliation?

Answer:
Transaction reports are exported from the Transactions section of the Stripe dashboard. You must have a role with reporting access (such as Administrator or Accountant) to use this feature:

  1. Log in to your Stripe dashboard and click Transactions from the left-hand menu.
  2. Use the filter options at the top of the page to set the date range to Today. Apply additional filters as needed (e.g., payment method, status, currency).
  3. Click the Export button (upper-right corner) and choose your preferred format — CSV is recommended for importing into accounting software or spreadsheets.
  4. Save the file to a secure location.
  5. Open the exported file to verify all transactions are included and check for any discrepancies or unexpected statuses.

Question 9: How do I update the payout statement descriptor in Stripe?

Answer:
The payout statement descriptor is updated in the account settings of your Stripe dashboard. This is especially useful when multiple locations share the same bank account:

  1. Log in to your Stripe dashboard.
  2. Click Settings from the main menu.
  3. Navigate to Bank Account and Currencies.
  4. Locate the payout statement descriptor field at the bottom of the screen and click to edit it.
  5. Enter your new descriptor. It must be 22 characters or fewer, contain no special symbols, and clearly identify the payout source.
  6. Click Save. Stripe may prompt you to confirm the change or send an email verification.
  7. Review the dashboard and, if needed, test a payout to verify the new descriptor appears correctly on recipient statements.

Question 10: How do I update the bank account on file in Stripe?

Answer:
Bank account details are updated from the Payouts section of the Stripe dashboard:

  1. Log in to your Stripe dashboard and click Payouts from the left-hand menu.
  2. Open the Settings tab within the Payouts section and select Bank Account Settings.
  3. Click the three-dot menu to the right of the existing bank account and select the option to add or replace the account.
  4. Enter the new bank account details (account number, routing number if applicable, and bank name). Double-check all information for accuracy.
  5. Click Save. Stripe may require verification of the new account — follow any prompts to complete the process.
  6. Check your email for a confirmation of the update and confirm the changes are reflected in the dashboard.

Question 11: How do I update communication preferences or notification settings in Stripe?

Answer:
Communication preferences are managed in the Settings menu of your Stripe dashboard:

  1. Log in to your Stripe dashboard and click the gear icon (top right) to open Settings.
  2. Scroll to or select the Communication Preferences or Notifications section.
  3. Review the available communication types (such as product updates, system alerts, marketing communications, and transactional notifications).
  4. Select or deselect the checkboxes next to each type based on your preferences. Specify your preferred contact method (email or SMS) where applicable.
  5. Click Save or Apply Changes at the bottom of the page.

Keep system alerts enabled to stay informed about critical updates or issues, and ensure Stripe emails are not being filtered into your spam folder.

Need More Help?

If these answers didn't resolve your question, contact Planet DDS Support and include:

  • Screenshot or screen recording of the issue
  • Your account name or Practice Group ID (PGID)
  • The exact error message text, if any
  • What you were doing when the issue occurred

Related to