If you're trying to connect your Stripe account to Momence, chances are that you've seen the error message below:

Unfortunately, due to a Stripe limitation introduced on June 2021, platforms like Momence cannot connect to accounts that are controlled by another platform. If you're seeing this message, chances are that your current Stripe account was created via a different platform (e.g. Mindbody, or Squarespace), so you will not be able to use it to process payments on Momence.

While we understand it may be a bit cumbersome to have to create a new Stripe account, we're afraid it is the only way we can provide you with the full suit of Momence payments and reporting at this point. Rest assured, the creation of your new Stripe account will only require a few minutes and won't affect your payments and renewals. The article below will guide you through this process:

https://help.momence.com/en/articles/8043993-integrate-stripe-to-get-paid

If you have customer data in your old Stripe account that you'd like to migrate, we'll be happy to assist you. Please follow the process outlined in the article below so that we can assist you throughout the migration without any payments downtime:

https://help.momence.com/en/articles/9167399-migrating-customer-data-to-your-new-stripe-account

Stripe is a 3rd party payment processor that integrates with Momence to take payments from your customers. It gives them the option to save their card on file and sends payments from Momence to your stripe account.

To integrate Stripe, in Momence click Settings > Administrative > Get Paid > click Connect Stripe > Enter your login info.

Important: You cannot connect a Stripe account that was previously connected to another software platform. If you attempt to, you may see a message like the one below. To create a new Stripe account and connect it, click the Connect with Stripe button.

You can read more about this limitation here: https://help.momence.com/en/articles/9167318-why-do-i-need-to-create-a-new-stripe-account-to-get-paid-by-momence

In order to finalize the connection, and after clicking on "Connect with Stripe", you will be presented with the screen below:

Make sure you select the option "Create a new account".

Once you do that, you will be able to select and copy your business details from your old Stripe account so you don't need to re-enter them, as seen below:

Select the corresponding business details and click "Continue".

In the last screen, you will simply need to scroll down the page, verify your details are correct, and click on "Agree and submit". Once you do this, your new Stripe account will be connected and ready to process payments.

If you have customer data in your old Stripe account that you'd like to migrate, we'll be happy to assist you. Please follow the process outlined in the article below:

https://help.momence.com/en/articles/9167399-migrating-customer-data-to-your-new-stripe-account

Momence POS is compatible with Stripe's BBPOS WisePOS E device.

To order a card reader, follow these steps:

Once the device arrives, see this article for setup instructions:

Set up a BBPOS WisePOS E Card Reader

Follow these steps to set up your Stripe POS device

Note: Momence is only compatible with a special card reader, made by Stripe. It's called the BBPOS WisePOS E, and you can order it directly from Stripe here.

In a countertop deployment, leaving the device on for extended periods is expected. With a full charge, you can expect the battery to last about eight hours.

Follow these directions: https://docs.stripe.com/terminal/payments/connect-reader?terminal-sdk-platform=server-driven&reader-type=internet

Stripe has 2 wifi requirements to enable this device:

To check your computer's current GH setting, hold the Option/Alt key and click on the Wi-Fi icon. This will give you a bunch of information on your Wi-Fi including the channel your Wi-Fi is using right now.

If you are currently on 5GHz and need to switch to 2.4GHz, this change must be made on the router.

If the device is connected to your network, Momence POS will detect and display the reader when a card is used for payment.

To view that its connected, click Home > Point of Sale > add an item to the cart > then under the Payment section at the bottom, select Card Reader > Open Card Reader.

Having trouble or seeing an error? Try these troubleshooting steps.

If you are an existing businesses and have had to create a new Stripe account due the the connection limitations explained in this article, chances are that you will need to migrate your customers data from your old Stripe account to the new one to keep your renewing memberships running.

Momence support will assist you throughout this process so that there isn't any type of disruption or downtime. The steps below are designed so that the migration process is completed in matter of seconds and with an easy change on our end.

First off create your new Stripe account via Momence as described here. Once you have created your new Stripe account, you will need to take note the ID of the account. This can be found by going to Settings > Account Details in your Stripe account as shown below. Save this, this is your destination account ID.

Once you've done this, you will need to migrate all your customer data from your old Stripe account to the new one following the steps below:

Once you have downloaded the mapping file, send us an email to [email protected] attaching the mapping file. In your email, please include your old Stripe account, and the destination one.

Once this is done, no further steps are required on your end. As soon as our team has completed the transfer, we will let you know. All your payments and renewals will work as they used to but on your new Stripe account, allowing us to create the reports for you.

Connecting multiple bank accounts to one Dashboard is helpful in those cases in which businesses have several Momence accounts, one for each location, and want to consolidate them into one Dashboard. Also, it may be the case that you have all your studio physical locations already in your Dashboard and want to segregate funds for each location's sales.

Update: Stripe now requires hosts to create a new Stripe account from their Momence dashboard. In other words, we cannot connect a pre-existing Stripe account to Momence.

How to set up multiple bank accounts?

Granada - acct_sdkwmer1fdfgs

Madrid - acct_poifgm87adsfg

Support will confirm once connections are finalized and include next steps.

Why use multiple bank accounts?

Using multiple bank accounts allows you to use one Momence dashboard for all of your operations while routing payments into multiple bank accounts. The most typical use case for this is when you have multiple physical locations which each have their own unique business entity or owner. In this case, connecting multiple bank accounts to one Momence dashboard will allow you to route payments into the bank account associated with each respective location. This will save you time and money on end-of-period accounting and ensure that each business entity always receives the funds it should receive.

Using one dashboard when having multiple business entities is advisable if all of your locations operate under the same brand. For instance, using one dashboard allows you to offer one version of an Unlimited membership that can be used across all — or some — of your locations without needing to duplicate it or manage it in separate dashboards. If your business operates as a franchise, using one dashboard isn’t advisable; please get in touch with us about access to the Corporate dashboard.

Currently, we only allow multiple bank accounts to be used with Stripe as the payment processor. Since Stripe only allows you to connect one bank account per Stripe account, the first step is to create a unique Stripe account for each of your business entities. Creating a Stripe account is free. Once you have a Stripe account created for each of your business entities, you can then connect each Stripe account to your Momence dashboard. If you don’t see the option to connect multiple Stripe accounts in your dashboard, please reach out to [email protected] to have it connected.

Customer home locations

A customer home location is the location that a given customer belongs to, allowing you to send marketing messages and filter reports by home location. You can enable home locations under Settings > Locations > Location settings > Enable home locations.

Customer home locations play an important role in routing payments to the multiple bank accounts that are connected to your Momence dashboard. More on this later in this article, but in order to be able to connect multiple bank accounts to one Momence dashboard, you need to enable customer home locations and required customers to select a home location when new customer accounts are created. This will ensure that each of your customers has a home location assigned to them, thus allowing each of your payments to be routed correctly for online purchases.

When connecting a new Stripe account to your Momence dashboard, you will be asked to indicate which Home location the given Stripe account belongs to. Ultimately, this is where you indicate which bank account belongs to a given location.

How payments get routed

Once you have multiple bank accounts connect to your Momence account and support for multiple bank accounts has been enabled in your Momence dashboard, payments will be routed to the appropriate Stripe accounts as follows:

Managing payment methods on file

When using multiple bank accounts it is important to remember that each payment method that is stored on file for a customer belongs to the home location where it was created. This means that, for instance, if a customer makes an in-person purchase at Studio A, their card on file will be accessible when making subsequent sales at Studio A. Conversely, the card will not appear on file when making sales at Studio B, unless the customer adds the card on file themselves or makes a subsequent purchase at Studio B. This is important to remember when changing the home location of a given customer. You will see an alert if you are at risk of running into an issue with the payment method on file management while changing a customer’s home location.

Reporting

You are able to filter all of your sales reports by Home location. When filtering a sales report by Home location, you will see all the sales made by customers who belong to that Home location. Note that this is distinct from filtering sales reports by Location, which instead shows all the sales that were made for classes and appointments that belong to that given Location.

You will also be able to run a report that indicates which Bank accounts individual sales have been routed to in the Bank account reconciliation report.

This article describes the process of receiving your business funds in your bank account as well as other considerations

After receiving payments from your customers, we will send you this funds to your bank account on file using our payment processing partner, Stripe. In order for this to work, you will need to make sure:

Payout availability can vary based on the country you’re operating in. In most cases, when you start processing payments from your customers, you won’t receive your first payout until 7–14 days after receiving your first successful payment. The first payout may take longer for a number of reasons, including your country or being in a high-risk industry. Processing subsequent payouts then happens according to your account’s payout schedule. You can read more on the Stripe documentation about Receiving Payouts.

You can view a list of all of your payouts and the date that you expect to receive them in your bank account in your Stripe Dashboard.

It's very important to make sure Stripe is connected to your Momence account before making the first purchases. In the case you have processed some payments before connecting Stripe, we will need to issue a payout for this amount to your bank account. Get in touch with us via email providing the details below:

Stripe is a widely-used payment processing platform that enables businesses to accept online payments seamlessly. To view fees assessed,

Log into Stripe > from the dashboard, navigate to the "Payments" section > Locate the Desired Transaction (Scroll through the list of transactions or use the search and filter options to locate the specific transaction for which you want to view the fees) > Click on the transaction to open its details.

Within the transaction details, you'll find a breakdown of various components, including the amount, currency, and customer information. Look for a section that provides a detailed breakdown of fees associated with the transaction. Stripe breaks down the fees associated with each transaction, separating them into different categories.

Common fees include processing fees, international fees, and other applicable charges. The fee breakdown will include both fixed fees and percentage-based fees. Processing fees are standard and are charged for the service of processing the payment. International fees may apply if you're dealing with customers from different countries. Be sure to familiarize yourself with the specific fee types relevant to your business.
​
For a more comprehensive analysis, consider exporting the fee information. Stripe allows you to export data in various formats, such as CSV or Excel. This can be particularly useful for accounting purposes or in-depth financial analysis.

The following suggestions cover the most common issues that may prevent your Terminal from connecting when launching the Momence POS:

Ensure Network and DNS Settings Are Correct

Here’s how to change DNS on macOS:

https://help.momence.com/en/articles/9005433-change-dns-on-macos

How to Clear Cache on Google Chrome:

Wi-Fi Frequency

Your router and computer should both be on a 2.4 GHz network.

How to Check Your Wi-Fi Band:

On a Mac:

On Windows:

Using Wi-Fi Boosters?

If you're using a booster, make sure its frequency matches the router’s. If they differ, the Stripe POS device may not work properly.

Allow List Requirements

Stripe Terminal requires that both the POS application and the card reader can access certain domain names. These must be allow listed on your network.

You can also restrict your router to specific devices by adding their MAC addresses to the Access Control list. This can usually be found by logging into your router (e.g., Xfinity) and checking the Security or Network settings.

----

After trying the above, if you continue to experience issues, email [email protected] with a description of the issue and what you've tried. Listing what you've tried will help our team narrow down possible causes, and expedite a solution for you.

DNS stands for Domain Name System, and it's like the phonebook of the internet. When you type a website address into your browser, like "www.example.com", your computer needs to find out the IP address associated with that domain name so it can connect to the website's server. DNS servers are responsible for translating these domain names into IP addresses.

Sometimes, your Internet Service Provider DNS can be faulty momentarily, preventing you from performing actions on Momence such as logging in or visiting certain pages. Now, Google offers a public DNS service that you can use instead of your Internet Service Provider's (ISP) default DNS servers. There are a few reasons why you might want to consider using Google DNS:

To change your MacOS settings to use Google DNS, you'll need to follow these steps:

1. Open System Preferences by clicking on the Apple menu in the top left corner of your screen and selecting "System Preferences".

2. Click on "Network".

3. Select your active network connection from the list (it will typically be labeled Wi-Fi or Ethernet).

4. Click on the "Advanced" button in the bottom right corner.

5. Go to the "DNS" tab.

6. In the DNS Servers section, click the "+" button and add the following Google DNS addresses: 8.8.8.8 and 8.8.4.4.

7. Click "OK" and then "Apply" to save your changes.

That's it! Your MacOS device will now use Google DNS for resolving domain names. If you ever want to revert to your ISP's DNS servers, you can simply remove the Google DNS addresses from the list or reset your DNS settings to default.

If you are a business based in Indonesia, you will not be able to create a Stripe account to process your payments through Momence. In order to allow business in Indonesia to process payments through Momence, we've partnered with Xendit.

In order to have your Momence account connected to Xendit:

Sometimes transactions are made in Momence before you connect your Stripe account. These early transactions will not make their way into your Stripe account and are held in escrow with Momence.

To check to see if you have funds to transfer, and allow us to transfer these funds your way, send the following to [email protected].

Subject: Escrow request

Host ID:
Legal Account Name:
Bank Type (Business/Personal):
Routing Number/ABA Number:
Account Number/ IBAN Number:
BIC/SWIFT (if applicable):
Sort Code (if applicable):
Beneficiary Address:

Please allow a couple of business days to process the request.

Where can I find my host ID?

From your Momence dashboard, copy the number you see here.
​
​