Connection status, pausing and disconnecting
The five Stripe connection statuses, what stops when payments are paused, and what remains after you disconnect.
Connecting Stripe is a one-off, but the state of the connection is live and can change without you touching anything — Stripe asks for a document, restricts an account, or you disconnect it yourself. This article covers all five states, what stops in each, what survives a disconnect, and where Mountify tells you without you having to look.
1. Where the state is shown
Four places, from the most detailed to the most insistent:
| Place | What it shows |
|---|---|
| Setup → Integrations | The Online payments (Stripe) card with a dot reading Connected / Not connected |
| Setup → Integrations → Online payments (Stripe) | The full status: badge top right + description + requirements list |
| The board’s home screen, “Needs attention” | A card, once the state is actually harming something |
| Money → Payments | A banner at the top when online payments aren’t working |
The card’s dot has only two positions — green (connected and active) and neutral (everything else). For the difference between the “everything else” cases, open the page itself.
2. The five states
| Badge | Meaning | New online payments accepted | Main button on the page |
|---|---|---|---|
| Active | The account is ready to take cards | Yes | Disconnect |
| Setup incomplete | Stripe is waiting on data or documents | No | Continue Stripe setup |
| Restricted | Stripe has restricted the account pending verification | No | Continue Stripe setup |
| Disabled | You disconnected it from Mountify | No | Continue Stripe setup (reconnects) |
| Not connected | Never connected | No | Connect Stripe |
The logic is simple: Active only when Stripe confirms the account can take card payments. If it can’t but there are listed requirements — Setup incomplete. If it can’t and there are none — Restricted.
3. “Active” — what all-good looks like
A green Active badge, three reference fields (Stripe account, Country, Currency), the line Your account is ready to accept payments. and, on the right, the Manage in Stripe panel with an Open Stripe Dashboard button.
Under the heading sits the reminder: This connection applies to this board only — connect each board separately.
4. “Setup incomplete” — Stripe wants more steps
You’ll see a warning:
Stripe needs a few more steps before you can accept payments. Continue the setup.
If Stripe has listed specific requirements, they appear in a yellow box under Stripe needs the following to resume payments: — one line per missing item.
What to do:
- Press Continue Stripe setup.
- Finish exactly the listed items in Stripe (a document, owner details, a bank account…).
- Come back — you’ll see Completing the Stripe connection…, then the page again with a refreshed status.
If you’ve done the work in Stripe but the badge here hasn’t changed yet, reload the page. The status is checked when the page opens, not continuously.
5. “Restricted” — payments are paused
Here the wording is sterner:
Payments are paused. Stripe has restricted the account until you finish verification — complete it to keep accepting payments. Recorded payments are kept.
What stops:
- No new online payment can start.
- A client who reaches checkout gets an error instead of Stripe’s page.
- You can’t turn a deposit on for a new service.
- A service with a deposit already on blocks saving with “This board’s payment connection is inactive…”.
What does not stop:
- Bookings without prepayment work normally.
- Cash and card at the till are recorded as always.
- The payment history is untouched.
- Money already in your Stripe account stays yours.
To resume: Continue Stripe setup → finish verification → come back and reload.
Emergency move if verification will drag on: turn Require online payment off on the services with a deposit (Catalog → Offerings → [service] → Pricing). Turning it off is allowed even with a dead connection. Clients can then book and pay on site instead of hitting an error.
6. “Disabled” — and why it’s sticky
Disabled is a Mountify state, not a Stripe one. It appears only after someone presses Disconnect.
The quirk: while the status is Disabled, Mountify does not check the live state in Stripe. The reason is honest — we hold no key to your account, so we can’t “unlink” it on Stripe’s side; if we did check, the account would report itself active and the interface would show “connected” despite your decision.
The consequence: Disabled doesn’t clear itself. It takes a fresh press of Continue Stripe setup to restore the connection.
7. Disconnecting — what stops and what survives
Setup → Integrations → Online payments (Stripe) → at the bottom of the working area, on the row carrying the note “Disconnects Stripe. You can reconnect at any time.”, press the red Disconnect button.
A confirmation appears:
Disconnect Stripe? The salon won’t be able to take online payments until you reconnect Stripe. Recorded payments are kept.
Confirm with Disconnect. A Stripe disconnected toast appears.
| Stops | Survives |
|---|---|
| New online payments | Your Stripe account — alive and untouched in Stripe |
| Being able to turn a deposit on for a new service | The whole payment history in Money → Payments |
| The Pay by card option on your public page | Money already in your Stripe account |
| Saving a service that still has a deposit on | Stripe’s payouts to your bank (under Stripe’s rules) |
Disconnecting does not: delete anything in Stripe, refund any money, cancel any bookings, or delete any till entries.
The button is only visible to someone with the Install integrations permission.
8. The two payment cards under “Needs attention”
The board’s home screen has a “Needs attention” band. Two of its cards are about payments:
| Card | Text | When it appears | Where it leads |
|---|---|---|---|
| Online payments disconnected | ”Online payments are disconnected, but N services require prepayment.” | The connection isn’t working but services still require a deposit | The provider page under Setup → Integrations |
| A payment awaits a refund | ”A X payment awaits a refund.” | Money landed on a slot that’s already been released | Money → Payments |
The first card clears itself: as soon as you reconnect, or as soon as no service requires prepayment, it disappears. There’s no “Done” on it — it’s a state, not a task.
9. “Refund required”
The second warning covers the case where a card payment settles late, after the appointment has already been cancelled or marked as a no-show. The money is real and already with you, but the slot is gone.
- In Money → Payments the row gets a Refund required badge, and the filter bar carries a Refund required chip with a count.
- Mountify does not auto-refund. The decision is yours.
How to refund: Refunds & cancellations.
10. Who may do what
| Action | Permission needed | Who has it by default |
|---|---|---|
| See the connection status | Use integrations (use_integration) | Owner, Admin |
| Connect / disconnect | Install integrations (install_integration) | Owner, Admin |
| Refund to a card | refund_payment | Owner, Admin |
The messages you may meet:
- “The “install_integration” permission is required to manage integrations.” — you see the page, but the button is disabled.
- “You don’t have access to integrations in this workspace.” — you don’t even see the state.
Permissions are granted from Workspace settings → Team & permissions. See What each role can do and Build a custom role.
11. One connection per board
The connection is per board. Therefore:
- Three salons = three separate connections.
- Disconnecting one board does not affect the others.
- A single board cannot be connected from two different workspaces — the second attempt is refused.
- If you switch which board you’re working on, you’re looking at a different connection. Check the board name at the top before wondering why “the status changed”.
12. If you finished Stripe on another device
Stripe’s form and the return into Mountify are tied together through the memory of that specific browser tab. If you started on a laptop and finished on a phone (or closed the tab), Mountify can’t tell where to send you back and shows:
Stripe connection wasn’t completed Try again from the board settings.
That does not mean your work in Stripe is lost. Just:
- Open Setup → Integrations → Online payments (Stripe) on the board.
- Press Continue Stripe setup.
- If everything really is done in Stripe, the status refreshes to Active immediately.
Troubleshooting
| Symptom | Likely cause | Fix |
|---|---|---|
| Badge says Active but a client can’t pay | Your Mountify subscription is in a terminal state — new payments are blocked | See What happens if the subscription stops |
| The badge flipped from Active to Restricted for no reason | Stripe has asked for verification | Continue Stripe setup |
| I disconnected and want it all back | The status is Disabled (sticky) | Continue Stripe setup — it’s the same account |
| The status won’t refresh | It’s checked when the page opens | Reload the page |
| I connected a new board but the deposit won’t enable straight away | The catalogue hasn’t heard about the connection yet | Wait a moment and reload the service page |
| The “Online payments are disconnected” card won’t go away | A service still has a deposit on | Reconnect or turn the deposit off on those services |
| It shows “Coming soon” instead of a setup page | That provider isn’t released on the platform | Use Stripe |
What’s next
- Connect Stripe — the first connection, step by step.
- Payouts & getting paid — what stops payouts and what doesn’t.
- Refunds & cancellations — “Refund required” and the two channels.
- Deposits & prepayment — how to turn a deposit off while the connection is paused.