Below are some of the common questions we have, if you are not able to see an answer to your question here, please submit a request to the customer care team, where we would be happy to assist.
Q: Do I have to use Stripe Express, can I not use another financial provider such as PayPal?
A: The USTA has chosen Stripe as the payment provider. We are not associated with any other payment provider. This allows USTA to offer you the best transactional fees available and provide you and your players with confidence that their personal and bank account details are secure as possible. No bank account details are held on the Serve Tennis accounts.
Q: I already have a Stripe account. Can I use this account for the tournament module?
A: The tournament module uses Stripe Express, while the other modules such as programming, court booking, membership, etc. use Stripe standard accounts. If you do not already have a Stripe Express account, you will need to create one for the tournament module. Here are some resources regarding Stripe Express:
You can use the same Stripe Express accounts in more than one Serve Tennis account. If you have a Stripe Express account already set up in another Serve Tennis account, you repeat the same process, however, Stripe will recognize your email address to link the accounts.
Q: How do I know how much I take home for per registration fees after Stripe Fees and Head Tax are collected?
We have a useful calculator you can use to assist you. You need to reach out to your section or district to find out if they charge head tax and how much for your level. Each section and district is different. Remember, these fees are taken at source and before you receive a payout.
Link to CALCULATOR
You will also be able to see a breakdown of each transaction and fees associated in the Payments tab of the tournament. Here is a guide to assist: Transaction Report for Payments-Tournaments
Q: Do I need to use different bank accounts for each Stripe Express or Stripe account?
A: No. You may use the same bank account details for each of your Stripe accounts including Stripe Express. Using the same bank account details will allow for funds to be deposited into the same bank account.
If you want to have two separate bank accounts, you will need to use a different email address for each Stripe account.
Q: Can there be more than one Stripe Express account linked to our tournament module?
A: Yes. You may have more than one Stripe Express accounts linked to the tournament module if you have different tournament directors submitting tournaments. When creating the tournament application, you will be given an option for which Stripe Express account to use.
Q: Why do individuals have to enter the last four of their SSNs when setting up Stripe – will this have any impact on credit // taxes?
A: Social security being added will not affect credit/taxes. Stripe is required to verify your identity and confirm the legitimacy of your business, as it is part of their responsibilities to their financial partners. This is also typically known as "Know Your Customers" (KYC) regulations. To do this, Stripe needs your Social Security Number and date of birth.
Q: If I am connecting to STRIPE as a business, why do I need to put in my personal information and the last four digits of my social security number?
A: Stripe allows users to connect as a company/business but there has to be the main individual that gets verified as a real person as the contact for the account. This is pretty standard for any online transaction. This ensures that chatbots cant set up fake stripe accounts or any bad actors that might scam consumers with fake programs. They verify Business EINs and individual social numbers for security purposes. Essentially they are acting as a bank for collecting the business's fees. When you go set up a bank account for a business there has to be a main account contact who is an individual attached to the account.
Q: The person who sent up the account has left our organization. What can we do?
A: If the account holder has left, and they are not able to log in and edit the account to pass ownership to someone else. Then we recommend contacting USTA Customer Care at 1-800-990-8782 or email@example.com. A specialist agent with access to Stripe will be able to ensure all money in the stripe account has been paid out and we will close your stripe account down. In the meantime, you can add your own stripe express account to Serve Tennis.
We will need permission from the Super Administrator of the account to do this. Also, if there are any tournaments sanctioned and linked with that stripe account, we will need to change the account that is linked, then please do this in Settings tab of the Tournament. Changing Payment Settings for a Tournament
Q: We need to disconnect a stripe express account?
A: To do this, please raise a ticket to customer care team who will be able to request this is done.
Q: My stripe express account is showing as restricted?
A: Stripe completes a verification on every account. Please read this article on verification support. Stripe Express Verification If you are still unable to set up the account due to bad credit or being assessed as high risk, you will need to identify someone else in your organization to set up the account. This is out of USTA control. We use Stripe as it is a verified company and compliant in the financial regulations.
Q: The TD linked his Stripe Express account to the tournament, however he is no longer the TD for this event. How do I change the payment account linked to a tournament?
A: You can edit which Stripe Express account is linked to a tournament by clicking Settings, then selecting the correct payment account. This must be done by a Tournament Admin before player selections are completed - step by step guide here. Changing Payment Settings for a Tournament