This guide applies to communities that enabled online payments after July 1, 2025.
Adding a bank account for ACH/PAD gives you a secure and convenient way to make online payments to your community. When adding a bank account, Stripe uses micro-deposits to verify ownership. If verification fails (due to too many incorrect attempts), Stripe permanently blocks that bank account from being added again. This user guide outlines what a resident can do if their bank account fails verification.
For instructions of how to add a bank account, refer to the following guide:
How to Add a Bank Account for Online Payments.
Verification Process
Stripe (our payment processor) sends two micro-deposits to your bank account within 1–2 days of you adding the account. You must enter the two amounts in the verification screen under the Manage Payment Methods section.
You have 3 attempts to enter the correct deposit amounts. These amounts are unique to each person and are generated by Stripe. Meaning our team cannot see/share what they are with you.
Verification Cancellation
Accounts not verified within 10 days from initiation will automatically be cancelled, and you will have to re-initiate the bank account setup process. A reminder email will be sent at the 9 day mark if your account has not been verified yet. Once the account is cancelled, it will no longer be listed on the Manage Payment Methods page.
Verification Failure
If you enter the wrong deposit amounts 3 times, your bank account will be permanently blocked. This is a Stripe-level restriction, not a Condo Control system error and we cannot override or reset it.
If the you try to add the same bank account after this happens, you will see the following error message:
To move forward with using ACH/PAD for online payments you have 2 options:
Option 1: Use a different bank account (recommended)
Option 2: Request a Stripe review (limited cases)
If you must use the same bank account, we can attempt to request a review from Stripe. To do this, provide our team with either:
- A recent bank account statement or
- A void cheque
We will then submit this documentation to Stripe Support to request that your bank account be unblocked. Please note that Stripe approval is not guaranteed, and this process can take additional time.