Connect Stripe & get paid
Link your Stripe account so players can pay online and you receive the money.
Last updated
Players pay online through Stripe, and the money for your rooms is paid into your own Stripe account. Connecting one is required: a venue cannot go live until its Stripe account can take payments. Each venue has its own account, so a company with two venues connects each one.
Connect your Stripe account#
Start from setup or the Payments page
During setup, the Payments step has a Connect Stripe button. Later, open DashboardBusinessPayments and choose Connect Stripe under Stripe account.
The Stripe account card before you connect. Finish on Stripe
You continue on Stripe's own pages with your business details and the bank account your money is paid into. It takes about ten minutes.
Come back to MyEscapeRoom
Stripe sends you back to the Payments page (or to setup). We ask Stripe for the account's status straight away, so the page shows where you stand.
You may stop part-way and carry on later: Resume Stripe setup picks up where you left off. Every click makes a fresh link, because Stripe's links expire within minutes and work only once.
What the status means#
The Stripe account card shows one of four statuses.
| Status | What it means | What to do |
|---|---|---|
| Not connected | There is no Stripe account for this venue yet. | Choose Connect Stripe. |
| Action needed | The account exists, but Stripe still needs information, or you stopped part-way. | Choose Resume Stripe setup. |
| Verifying | Stripe has your details and is checking them. This can take a few days. There is nothing more to do until it finishes. | Check status asks Stripe again. Review details on Stripe reopens your details. |
| Active | Stripe has verified the account. Players' payments are paid out to it. | Open your Stripe dashboard to see your balance and payouts there. |
The Stripe notice at the top of the page#
While the active venue cannot be paid yet, a notice shows on every dashboard page except Payments:
- Connect Stripe to receive payments: nothing has been started.
- Finish connecting Stripe to receive payments: Stripe still needs something from you. Owners get a Resume setup button.
- Stripe is verifying your account: Stripe is checking. The venue goes live once it has finished.
The notice says the venue cannot take bookings or go live until Stripe is set up. If someone who is not an owner sees it, it adds “Only a venue owner can do this”. For a venue that is a draft or awaiting verification, the Stripe step is folded into that venue's own notice as Next: connect Stripe, so you see one notice and not two. It disappears when the account is active.
What players pay and what you receive#
There is no commission. A player pays two things: your room price and a flat service fee to MyEscapeRoom on top of it. The service fee is MyEscapeRoom's only income, and you are not charged anything for it. The current amount is shown in DashboardSetupSettings under Payment policy.
| Example only | Amount |
|---|---|
| Room price | €100.00 |
| Service fee (set by MyEscapeRoom) | + €5.00 |
| The player pays | €105.00 |
| You receive | €100.00, minus Stripe's card processing fee on your share |
- Stripe's fee. Stripe charges a fee for processing the card payment. It is shared in proportion: you pay it on your share, and MyEscapeRoom pays it on the service fee. The Payments page shows it per booking.
- Discounts and gift vouchers. They come off your room price, never off the service fee. You receive the room price after them.
- Pay at the venue. If a player pays the room at the venue, only the service fee is charged online. You collect the room price yourself. Nothing is transferred to you for it, and no Stripe fee applies to it.
- Cancellations. When a paid booking is cancelled, the room money is refunded and your transfer for it is taken back. The service fee is never refunded. See Cancellations & refunds.
How you are paid#
When a player pays, the card is charged on MyEscapeRoom's Stripe account. Shortly after, your share is transferred to your connected account. Stripe then pays it out to your bank account on your Stripe account's payout schedule, which you manage in your own Stripe dashboard.
On DashboardBusinessPayments you find two lists:
- Booking payments, your last ten card bookings: the booking reference, the room, the price, Stripe fee (your share) and You receive. Bookings paid at the venue are left out, because nothing of theirs moves through Stripe.
- Payouts: each payout to your Stripe account, with its date, description, amount and status (paid, pending or failed).
Troubleshooting#
The Stripe link has expired#
You see “That Stripe link had expired. Carry on with a fresh one below.” Choose Resume Stripe setup to get a new link.
The status is stuck on Action needed#
Stripe still wants something: often a document, a bank account or a detail you skipped. Choose Resume Stripe setup and finish every step on Stripe's pages. A status that was already Active never goes back because Stripe lists something it wants later.
The status is stuck on Verifying#
Stripe's own check can take a few days. Choose Check status to ask Stripe again. If it takes much longer, open Review details on Stripe to make sure nothing is waiting for you.
The status did not change after I finished on Stripe#
You usually come back a moment before Stripe tells us. Wait a minute and choose Check status, or reload the page.
An error when I choose Connect Stripe#
- “Stripe needs the country your venue is in”: choose your country from the list in Settings, then try again.
- “Card payments are not switched on for MyEscapeRoom yet”: this is on our side. We have been told, and there is nothing you need to do.
- “We could not reach Stripe just now”: try again in a moment.
- “Only a venue owner can connect Stripe”: ask an owner of the venue.
- “Your session ended”: sign in again.
My venue is verified, but it is not live#
A venue does not go live by itself: we approve it by hand, and we can only do that once Stripe is Active (and, for a Belgian venue, Peppol is active). Check the Stripe notice and the status on the Payments page.
My payment policy will not save#
A payment policy that sells rooms online (Online only or Both) needs a connected Stripe account, because the room money needs somewhere to go. Connect Stripe first, or choose Pay at the venue.
A booking was paid but I have not received the money#
If your share cannot be transferred, for example because your Stripe account is not fully set up yet, the money waits safely with MyEscapeRoom and is retried every hour. Once your account is fixed, the next retry pays it with nothing for you to do.