This article outlines common support queries related to an organisations Stripe payment gateway connection. 

Our organisation would like to change the bank details connected to PlayHQ

If you would like to change the bank details that you currently receive payments from PlayHQ, please ensure you include the below information and click here to contact your sport.

1. Your organisation name in PlayHQ

2. Your name and role at your organisation

3. Your organisations current bank details

4. Your organisations new bank details you would like to change to

5. Your reason for changing bank details

6. A copy of a bank statement with your organisations name on it and confirms your new bank details, or another document from your bank which includes your organisation name and confirms your new bank details on the document.

Our organisation is not receiving any payments from PlayHQ

If your organisation is not receiving any payouts to your bank account from PlayHQ's payment gateway, please ensure you include the below information and click here to contact your sport.

1. Your organisation name in PlayHQ

2. Your name and role at your organisation

3. When was the last date you received a payout from PlayHQ's payment gateway? Or have you never received any payouts from PlayHQ's payment gateway?

4. Your organisation current bank details (so we can check these are accurate in PlayHQ Stripe payment gateway)

5. Occasionally PlayHQ's payment gateway Stripe can pause payouts to an organisation as they require the business to provide further verification documents. Most commonly, Stripe requests a 'proof of business' document from an organisation and then resumes all payouts once provided. In this scenario, can your organisation please provide one of the below 'proof of business' document examples to your sport, and we will upload this to Stripe for your organisation and let you know once Stripe has approved payouts to resume

  • Australian Business Number Confirmation (Certificate of Registration)
  • Australian Securities and Investments Commission (ASIC) Record of Registration (Certificate of Registration)
  • Australian Business Register Extract (Commercial Register Extract)
  • Certificate of Registration of Change of Name
  • Australian Charities and Not-for-profits Commission Extract (Charity or Non-Profit Extract)
  • Consumer Affairs Association Extract (Incorporated Association Extract)

For all other Stripe payment gateway queries, please click here to contact your sport.

 

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