You’ve asked for better financial management tools. We’re delivering. We’re excited to announce a significant upgrade to payments, with our new version of Stripe.

This change comes with a whole bunch of advanced payment features to help your organisation streamline its finances. These features include:

Clear financial overview: Gain a clear picture of your finances with a range of new financial reports and a more powerful dashboard.
Manage payments with ease: Offer discounts, send invoices, and refund money effortlessly, including bulk refunds.
Simplified bookkeeping: Keep track of your finances with detailed payment information. Connect to Xero or QuickBooks to save even more time.
Enhanced security: Protect your organisation’s finances with improved fraud protection.

What does this mean for you?

You'll need to connect a new version of Stripe to continue receiving registration and/or membership payments by 1st October, 2024.

The Payments menu will no longer appear within Liveheats. The new version of Stripe allows you to manage all you payment information and refunds through your Stripe account, so we no longer have a need for the Liveheats payments page. To access your stripe account you can log in directly at dashboard.stripe.com or via your Liveheats organisation, simply open your avatar menu and select "Log in to Stripe ↗".

With the update, our transaction fees will also be changing from 6% including Stripe fees to 4% + Stripe fees. Please see How Liveheats transaction fees work for more details and information on Stripe fees in your country.

Once connected you'll have immediate access to all the Stripe features mentioned above. This move also allows us, at Liveheats, more ability to focus on building the best possible competition experience for you and your athletes!

The steps to connect to the new version of Stripe are below. If you have any questions or concerns please see our FAQs or contact us via community@liveheats.com.

⚠️ Please note: If you have event registrations that your actively taking payments for or you have a waitlist with paid registrations please read our FAQs below it may be better for you to want until your current event registrations are finalised and entries are confirmed.

How to switch to the new version of Stripe?

Go to https://liveheats.com/director/powerups/payments. You'll be prompted to log in to your Liveheats account (if you're not already). Once logged in, click the Connect to Stripe button.
A pop-up detailing the changes will then appear, please read and click continue to agree. You'll then be taken to the Stripe onboarding process.
When prompted, set your country and the type of business. Note, you'll need to select the type of business that you have registered in your home country, with any corresponding tax or not for profit registration numbers.
Enter all the information requested by Stripe. This information is required by governments under strict laws for handling funds on the internet.
Once complete you'll be redirected back to the Liveheats website and if successfully connected you'll see the payments active badge in the top left.
You'll now be able to continue taking payments for events and/or membership registrations. For a reminder of how to do that see: Activating paid registration for an event.

Stripe might require some more information for your account (such as your ID documents). You can add this information via the Stripe settings when you log in to your Stripe account.

As a reminder you can access your Stripe account by going to dashboard.stripe.com directly or via your Liveheats organisation, simply open your avatar menu and select "Log in to Stripe ↗".

FAQs

Can I use the same email address for my new account as my old stripe account?

Yes you can use the same email address
If the current account is not set-up with your email address, we'd suggest contacting the owner of the email address before continuing. Details for the account, including two factor authentication will be send to this email address and will be needed during and after set-up.
Also as a reminder you are able to add users to your stripe account, please see the Stripe documentation: Add a team member ↗.

How can I view and/or refund payments from old payments using Legacy Stripe?

You can still go to https://liveheats.com/director/payments via direct link, or click on any entry/membership from the event/series to view the payment and process a refund.

Note, the Payments link will no longer show on the top navigation, as future payments will be managed by going to dashboard.stripe.com directly or via your Liveheats organisation, simply open your avatar menu and select "Log in to Stripe ↗".

Will I still be able to access my old Stripe account?

Yes you'll still be able to access your old Stripe account by going to connect.stripe.com/express_login and logging in with the email address connected to your old Stripe account.

What if I have event registrations that I'm actively taking payments for?

For a smooth transition, we recommend waiting to connect your new Stripe Standard account until all current event registrations are finalised and entries are confirmed.

Connecting the new account before finalising registrations may:

Disperse funds and confuse record keeping: Payments may be deposited into both your old and new Stripe accounts, making it difficult to track your event's transactions.

By waiting until registrations are complete, you can avoid these issues and ensure a seamless switch to your new Stripe Standard account.

Further questions? Email us at community@liveheats.com.

What happens if I have a waitlist with paid registrations and I want to connect my new Stripe account?

If you plan to switch to your new Stripe Standard account before closing registrations and confirming waitlisted athletes, you may end up with funds being dispersed across both accounts.

Here's why:

Waitlisted payments require pre-authorisation: When someone registers for your event and gets waitlisted, their card is pre-authorised for payment.
When they are confirmed for an event their card is then charged.
If the payment is successful, you will see the funds and payment information in your old account.
However if the payment fails due to issues such as sufficient funds or a cancelled card, and a new payment is triggered. When successful the payment information will be show in both accounts, but the funds will be deposited in to your new stripe account.

To avoid this issue, we recommend waiting until event registrations close and payments from confirmed waitlisted athletes are successful before connecting your new Stripe Standard account.

If you do switch beforehand and a payment fails, we will notify athletes to log in and rectify the failed payment.

Further questions? Email us at community@liveheats.com.

Will my existing promo-codes be carried over to the new account?

Unfortunately, promo-codes are not carried over. Any promo-codes previously created will need to be re-created in your new Stripe account, under Product catalogue > Coupons.

Please see our article: Offering a discount on event or membership payment via a promo code or coupon for more information.

I cannot complete my Stripe account set up and verification. Who can help me?

To get help with your Stripe set up, please contact Stripe here: https://support.stripe.com/contact/email?topic=connect

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Migration guide: Changing to our new version of Stripe