FAQ for Credit Card Donations

How do I enable credit card donation?

Go to “Donation Settings” page on Streamlabs  and enter your personal information to get started.

Do I need to have a bank account to set up credit card donations?

Yes, you will need a bank account.

If you want the money to go to PayPal you can use the PayPal option on your donation settings page.
There is NO way to move money from the Credit Card option to PayPal.

I entered the wrong country for my account, what should I do?

You will need to submit a ticket or contact a support agent from live chat to help you remove the wrongfully created account and let you create a new one.  Please be careful when submitting your country field.

What countries are supported?

The following are the supported countries. If your country is not in the list then you cannot use the Credit Card option.

  • Australia
  • Austria
  • Belgium
  • Canada
  • Denmark
  • Finland
  • France
  • Germany
  • Ireland
  • Italy
  • Luxembourg
  • Netherlands
  • Norway
  • Spain
  • Sweden
  • United Kingdom
  • United States

My country is not on the list, what do I select?

If your country is not on the list then it means that country is not supported by the processor. You will need to use one of the other payment options we have added.

What fees are applied to credit card donations?

The standard fee charged by the credit card processor is 2.9%+ .30 cents USD.  This fee will vary by country of streamer and donor.  Any overpayment of fees from the viewer will be automatically added to the streamer’s account. There is also a 2% currency exchange fee if your donor is donating with a different currency than what you stated in your bank account.


Can people chargeback credit card donations?

Yes, your donations can get charged-back through their credit card company. If a chargeback occurs you can follow up with our support team for assistance.

What happens when I get a chargeback?

Streamlabs will be elected to contest your chargeback. It is your responsibility, if requested, to provide necessary information in a timely matter.

What are the fees associated with chargebacks?

All fees from chargebacks are deducted from your pending balance.(main balance if there is no pending)  When your account gets a chargeback, $15 and the original charge amount will be deducted from your account. If we win the chargeback, $15 will be put back into your account. 

Does Streamlabs take anything from credit card donations?

Streamlabs  does not take any fee from credit card donations and never will.  All fees come from the credit card processor.

 

Verification                                 

Verification is handled directly by Stripe.com. Streamlabs only handles sending this info via API. If your info is rejected it means Stripe's system has rejected it.

How old do I need to be to use this option?

You must be 18 years or older.


Why do I need to provide my Social Security Number?

Like your ID, this is needed for the payment processor to confirm your identity and to make sure there are no illegal transactions taking place.  If you are providing your information for the first time, it will only require the last 4 digits of your social security number. If you failed the verification, the second and additional verifications will ask for your full social security number. 

Why do I need to upload my ID?

You will need to upload your ID in order to withdraw funds to your bank account. This is information requested by the credit card processor for identity verification.

What type of IDs can I upload for verification? 

You can upload a copy of your Driver's License or Passport.  If your image is too blurry and cannot be read, it will be automatically declined by the payment processor.  Make sure your image is clear so you do not have to go through the verification process multiple times.  Facebook photos, selfies, pictures of you and your friend(s), random pictures from the internet, fake IDs DO NOT count as legitimate images for verification. 

Does Streamlabs save my personal information?

Streamlabs does not save any personal information that you enter or submit for credit card donations.  The information is sent straight to the credit card processor and they hold and verify the information.

 


Withdrawal                                                    

Where can I see my credit card donations?

Go to your donation settings to view your pending and current balance.

What is available balance and pending balance?

Available balance is what you are able to withdraw to your bank account.  Pending balance is money that is still processing. When you receive money it will remain pending for 2-3 business days. After those days are up it will move into your balance.

Why is there a pending balance on my account?

Pending balance is money that is still going through the process. After 2-3 business days the money will move into your balance and you can withdraw it to your bank.

How often can I withdraw my funds?

You can withdraw your funds as often as you like as long as there is money in your available balance.  There is a 0.5% fee for each withdrawal that you make under $2000.  Anything over $2000 will have a flat fee of $10. If you make multiple withdrawals in a month, you will not be charged for more than $10 in withdrawal fees.

How long does it take to withdraw my money?

Withdrawals can take up to 3-5 business days.  

If you have not received your withdrawal and 5 days have passed please tweet us or submit a ticket.

Are my donors able to see my personal information such as name and address?

No, your donors will not be able to see any personal information.  This is an example of what the charge will look like on their bank/credit card statement.

Can I reset my bank account?

Assuming you have not withdrawn the funds, you can request the bank account to be reset.

Send us your username via a tweet or submit a ticket.

Have more questions? Submit a request

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