Connecting your Stripe account
Before your clinic can accept card payments from patients through the Glovora app, you need to connect a Stripe account. This article explains what Stripe Connect is, what information you need to have ready, and how to complete the setup from within the Glovora CRM.
What Stripe Connect is and why Glovora uses it
Stripe Connect is the system Stripe provides for platforms — like Glovora — to process payments on behalf of individual businesses. Rather than all patient payments flowing through a single Glovora bank account, each clinic gets its own dedicated Stripe account. Your patients' payments go directly to your account, Stripe deducts its fee, and the remainder is paid out to your clinic's bank account on your payout schedule. Glovora never holds your funds.
Every Glovora clinic receives a Stripe Express account — a type of account that Stripe manages and hosts, with a simplified dashboard. You do not need an existing Stripe account to get started; Glovora creates one for you as part of the setup process.
If you already have a Stripe Standard or Custom account from another service, you cannot link it to Glovora. Glovora creates a dedicated Express account for each clinic during onboarding. Your existing Stripe account will remain separate and unaffected.
What to have ready before you start
Stripe's verification process for UK businesses is thorough. Having everything to hand before you begin means you can complete onboarding in one sitting rather than having to stop and return later.
For all business types
- Business name — the trading name of your clinic as registered or advertised
- Business address — your clinic's registered or primary operating address in the UK
- Business phone number — a UK number Stripe can use for verification
- Business website — your clinic's website or, if you do not have one, your social media profile
- Business email address — must match or be associated with the business
- UK bank account details — sort code and account number for the bank account where you want to receive payouts; must be a business account held in the name of the clinic or its owner
For limited companies
- Companies House registration number — the 8-digit number assigned when the company was incorporated; Stripe uses this to verify the business automatically against Companies House records
- Director's full name, date of birth, and home address — Stripe requires this for the director who is completing the onboarding; this is used for identity verification and is not stored by Glovora
- Director's last 4 digits of National Insurance number — Stripe may ask for this to confirm identity
For sole traders
- Your full legal name — as it appears on your identity document
- Date of birth — for identity verification
- Home address — Stripe uses this as part of the Know Your Customer check
- National Insurance number (last 4 digits) — may be requested for identity confirmation
Identity document (required if Stripe cannot verify automatically)
If Stripe cannot verify your identity from the information you enter, it will ask you to upload a document. Acceptable documents are:
- UK passport
- UK driving licence (full or provisional)
- National identity card (for non-UK nationals)
Have a clear photograph or scan of one of these ready.
The bank account you provide must be a business bank account in the name of the clinic or its owner. Personal bank accounts in a name that does not match the registered business name may be flagged by Stripe during review and can cause payouts to be delayed or held. If you are a sole trader, your personal account is acceptable provided it is in your own legal name as registered with Stripe.
Step-by-step: starting the Stripe onboarding from the CRM
- Sign in to the Glovora CRM.
- In the left-hand sidebar, click Connections under the Tools group.
- On the Connections page, find the Stripe Payments card.
- Click Connect Stripe.
- Glovora creates a new Stripe Express account linked to your clinic and generates a secure onboarding link. You are redirected automatically to the Stripe onboarding flow.
- Complete all the steps Stripe presents (see below for what to expect).
- Once finished, Stripe returns you to the Glovora Connections page automatically. A "Welcome back!" message confirms you have been returned from Stripe.
- Verify that the Stripe card now shows tick marks next to Details submitted, Charges enabled, and Payouts enabled.
If you need to stop partway through and return later, go back to the Connections page and click Continue Setup on the Stripe card. This resumes your onboarding from where you left off.
What happens during the Stripe onboarding flow
Stripe guides you through several screens. The exact sequence depends on your business type and how much Stripe can verify automatically, but you should expect:
Business details
Stripe asks for your business name, address, phone number, and website. It also asks for the nature of your business — select something in the health and beauty or aesthetics category.
Business type
Stripe asks whether you are a limited company or a sole trader. Even though Glovora creates the account as a company type by default, you can update this during onboarding if you are a sole trader. Select the type that matches your actual business structure.
Director or owner information
For limited companies, Stripe asks for the details of at least one director: full name, date of birth, home address, and the last 4 digits of their National Insurance number. Stripe uses this to run a check against public records, including Companies House.
Bank account
Stripe asks for the sort code and account number of the bank account where you want to receive payouts. Enter these exactly as they appear on your bank statement — Stripe validates them against the UK banking system in real time.
Identity verification
If Stripe can verify your identity automatically from the information you have entered, this step is skipped. If not, Stripe asks you to upload a photo ID document. Use your phone's camera or upload a scan. The image must be clear and unobstructed — no glare, blur, or cropping of the edges.
Review and submit
Stripe presents a summary of everything you have entered. Review it carefully before submitting. Errors in your bank account sort code or account number, or a name mismatch between your business registration and your bank account, are the most common reasons for delayed payouts.
Stripe's onboarding is optimised for mobile. If you are on a desktop and have difficulty with the document upload step, you can scan a QR code Stripe provides to continue that step on your phone while keeping the rest of the process on your desktop.
Confirming the connection is active
After returning from Stripe to Glovora:
-
Go to Connections in the sidebar.
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On the Stripe Payments card, check the three status rows:
- Details submitted — a green tick means Stripe has received your business information
- Charges enabled — a green tick means your account can accept card payments
- Payouts enabled — a green tick means Stripe can transfer funds to your bank account
-
As a second check, click Payouts in the sidebar under the Money group. The Payment Settings card at the top of that page shows the same three statuses plus your Klarna status.
All three items must show as enabled before patients can pay through the app and before you will receive payouts. If any of them show a cross, use the steps below to identify what is outstanding.
What to do if the account shows "Pending" or "Action required"
Pending badge on the Stripe card
The Stripe card on the Connections page shows a Pending badge when your account has been created but onboarding is not yet fully complete — either because you have not finished submitting your details, or because Stripe is still reviewing what you have submitted.
- Click Continue Setup on the Stripe card to return to the Stripe onboarding flow and complete any remaining steps.
- Once back on the Connections page, click the Refresh (circular arrow) icon on the Stripe card to pull the latest status from Stripe.
Action required warning
If an amber warning appears on the Stripe card or on the Payment Settings card on the Payouts page, Stripe has identified one or more items that require your attention. The warning shows how many items are pending (for example, "2 items pending").
- Click Dashboard on the Stripe card to open your Stripe Express Dashboard in a new tab.
- In the Stripe Dashboard, look for any red or amber alerts at the top of the screen.
- Follow Stripe's instructions to provide the requested information — this might be an updated document, a response to a verification question, or additional business details.
- Return to Glovora and click the Refresh icon on the Stripe card to update the status.
Stripe does not notify Glovora automatically when you resolve outstanding items in your Stripe Dashboard. You must manually click Refresh on the Stripe card after taking action in Stripe. Without this step, the status in Glovora will not update and the warning will remain visible even after the issue is resolved.
Connecting an existing Stripe account
Glovora does not support linking an existing Stripe Standard or Custom account. When you click Connect Stripe, the platform always creates a new Stripe Express account specifically for your clinic.
If you previously started onboarding but did not finish, returning to Connections and clicking Continue Setup resumes the same account — Glovora does not create a second one.
If your clinic was previously connected and the account was disconnected or lost, contact Glovora support before attempting to reconnect. Creating a second Express account for the same clinic without resolving the first can cause issues with Stripe's records.
Accessing the Stripe Express Dashboard
The Stripe Express Dashboard is a simplified Stripe interface where you can see your payout history, balance, bank account details, and any outstanding requirements. It is separate from the full Stripe Dashboard that Standard accounts use.
To open it:
- Go to Connections in the sidebar.
- On the Stripe Payments card, click Dashboard.
- A single-use secure link is generated and your Stripe Express Dashboard opens in a new browser tab.
The link expires as soon as you use it. Each time you click Dashboard, a fresh link is generated. You do not need a separate Stripe login — the link signs you in automatically.
From the Stripe Express Dashboard you can:
- View your available and pending balance
- See a full history of payouts to your bank account
- Check the status of individual payouts
- Update your bank account sort code and account number
- Review and respond to any outstanding verification requirements
Account status badges — what each means
These statuses appear in the Stripe Express Dashboard (not in Glovora itself). They describe the overall health of your connected account.
| Status | What it means | What to do |
|---|---|---|
| Enabled | Your account is fully operational. Charges and payouts are both working. | No action required. |
| Complete | All requirements are met and no further review is needed. Same as Enabled but with no pending or eventually-due items. | No action required. |
| Pending | Stripe is reviewing your account or is waiting for you to submit information. Charges may or may not be enabled during this period. | Check your Stripe Dashboard for any outstanding steps and complete them. Refresh the status in Glovora once done. |
| Restricted soon | Your account is currently enabled, but Stripe has items that must be resolved by a specific deadline. If the deadline passes without action, charges will be disabled. | Open your Stripe Dashboard, review the requirements listed, and provide the requested information before the deadline shown. |
| Restricted | Your account has been restricted by Stripe. Charges and/or payouts are currently disabled. | Open your Stripe Dashboard immediately and follow the instructions Stripe provides. This is usually triggered by outstanding verification requirements or a compliance flag. |
| Rejected | Stripe has rejected the account and it cannot be reinstated. | You cannot continue using this Stripe account. Contact Glovora support — a new Express account may need to be set up, subject to Stripe's eligibility assessment. |
If your account status changes to Restricted or Rejected after previously being active, patients will be unable to pay through the app and you will not receive payouts. The Glovora CRM does not send an alert when this happens — you will only notice if you check the Connections page or if patients report payment failures. It is worth checking the Connections page and the Stripe Express Dashboard at least once a month to confirm your account remains in good standing.
What to do if the Stripe account gets restricted or rejected after being active
If restricted
- Open your Stripe Express Dashboard from the Connections page (click Dashboard on the Stripe card).
- Look for the requirements listed under the alert at the top of the screen.
- Provide all requested documents or information directly in the Stripe Dashboard.
- Once submitted, Stripe typically reviews and restores the account within 1–3 business days.
- Return to Glovora and click Refresh on the Stripe card to update the status.
If rejected
A rejected account is permanent — Stripe's decision cannot be reversed through the Glovora CRM. Contact Glovora support for guidance on next steps. In some cases, a new Express account can be created under a different legal entity if the original entity is no longer eligible. Stripe's policies on re-application vary and are determined entirely by Stripe.
Common mistakes
Starting onboarding and closing the browser before finishing. If you leave the Stripe onboarding before submitting, your account exists in Stripe but is incomplete. Return to the Connections page and click Continue Setup to pick up where you left off. Do not click Connect Stripe again — this does not create a second account, but starting from the beginning means entering your details again unnecessarily.
Entering a personal bank account instead of a business account. Payouts must go to a bank account that matches the name of the business registered with Stripe. For limited companies, the account must be in the company name. For sole traders, the account must be in your own legal name. A mismatch triggers a Stripe review, which can delay your first payout by several days. If you use a fintech account such as Revolut or Wise, these are supported by Stripe but may have a higher rate of payout failures than a traditional UK high street bank account. Update your bank account in the Stripe Express Dashboard if you need to correct this after setup.
Not clicking Refresh after taking action in Stripe. After you submit documents, resolve outstanding requirements, or update details in the Stripe Express Dashboard, Glovora does not automatically know about the change. You must click the Refresh icon on the Stripe Payments card on the Connections page. Without this step, the status in Glovora remains unchanged and the "Action required" or "Pending" state persists even though the issue has been resolved in Stripe.
Expecting to use an existing Stripe account. Glovora creates a new Stripe Express account for your clinic during onboarding. If you already have a Stripe Standard account for another purpose — for example, for your website's e-commerce store — it cannot be linked to Glovora. The two accounts will exist separately, and payments through Glovora will come from your new Express account, not from your existing one.