Migrating your members' payment information from an existing payment platform over to your new Stripe account can be a little confusing.
Here are a few things to consider when requesting an export file from your previous payments-processing platform and migrating them over to Stripe:
- Many payment-processing platforms use a master Stripe account (for example Wodify), we do not. We have each client set up their own Stripe account during the onboarding process in order to protect you, the client. In the event you should ever choose to migrate away from FitHive, you take your Stripe account with you. No strings attached!
- It is very important that the emails that were uploaded into your Hive from the member datasheet during onboarding match the emails that are in Stripe for each client. If not, the Hive won't recognize the client and the payment information won't be added to the CRM within the Hive upon tying the API keys.
- It is also important that the payment form that the client wishes to have charged (especially if there is more than one payment form within their profile in Stripe) is marked as the 'default' payment method form. By selecting 'default', you are essentially telling the Hive which form of payment to choose. This was intentionally set up this way to protect you and your clients so that the Hive will not just pick and charge any random form of payment that may be on file.
- If migrating from MindBody, please note that the export they provide often does not contain emails or names for your clients. The payment information is intact, but there may be some additional work necessary to complete the process once uploaded. If you are migrating over from MindBody, please fill out the 'MindBody ID' section of the member datasheet to assist in getting things aligned once the import has been given to Stripe and has been imported.
- If you have clients that are using ACH to pay for their memberships, please ensure that you have enabled the ACH within your Stripe account. Once this has been done, we can enable the ACH within your Hive.
- Getting an export from your previous payment processor can take some time to receive, to upload, and for the migration process to be completed. If you know in advance that you are in a time-sensitive situation for billing, please make this request a priority. It may take some time for Stripe to upload as well (average is 10 days) and most exports expire after 30 days. So, to give all sides ample time to complete your request, please understand the timeline that is involved.
- Please DO NOT send any exports containing payment information to FitHive. These exports need to be given directly to Stripe as they contain sensitive, confidential, and encrypted payment information. In order for FitHive to remain PCI compliant, we cannot touch or view this information. You may reach out to Stripe Support Chat to initiate the process once the export is ready and follow up with them for assistance.
- In advance, FitHive asks for your patience with this migration process. We can assist and guide you through this migration, but the brunt of the correspondence and work to make this happen will be between you, Stripe, and your previous payments processing provider. We cannot act on your behalf and neither platform will allow us to reach out on your behalf, as we are not the owner of the account.
Category > Section:Onboarding Checklist >Onboarding
