Restore Chargeback’s access to the affected payment processor so we can continue handling its system credit requests.
If Chargeback previously had access but can no longer verify it, the Credits page shows this banner:
Credit automation is off because we lost access to [processor]. Restore access to turn it back on.
This article is for users with the Owner or Administrator role in Chargeback whose Credit automation was previously active. It does not cover a first-time access request awaiting verification or a rejected individual credit request.
Lost access refers to Chargeback’s access to your payment processor, not the outcome of an individual credit request.
What happens when processor access is lost?
Credit automation stops for the affected payment processor only. If another connected processor still has valid access, its system credit requests continue to be handled by Credit automation.
Existing system credit requests marked Approved do not automatically change to Requires proof or Rejected when access is lost.
If Chargeback needs transaction information for an outstanding system credit request, Support will contact you to help restore access. Respond to that message and correct access for the affected processor.
Open the affected processor’s access setup
In Chargeback, open Credits for the affected business account.
Click Restore payment account.
Open the affected processor’s tab. An attention icon identifies the integration that needs action.
Identify the specific processor account connected to that integration. If you manage several accounts with the same processor, check the account—not just the processor’s name.
You need permission to manage users or teams in that payment processor account. Your Owner or Administrator role in Chargeback does not automatically give you those permissions.
If you cannot identify the account or change its access settings, ask the person who manages that processor account to help.
If you use Stripe
The documented Stripe connection provides transaction access automatically when the required app connection is in place.
If the Stripe tab shows Access already available, do not follow the other payment processors' instructions or invitation procedure. Check whether the access warning applies to another processor.
If Stripe itself is identified as the affected processor, contact Support to check the connection and restore access. Do not create a new team or grant Admin access based on another processor’s instructions.
2. Shopify or another payment processor
Contact Support for the exact access-restoration procedure and required permissions for that processor.
Do not apply the team settings or Admin-role instructions from other payment processors' instructions.
Confirm the restored access in Chargeback
After correcting processor access, return to the Credit automation setup.
If the setup asks you to confirm and resubmit access:
Select the checkbox under Confirm invitation for the affected processor after restoring the required access.
Use Next, where shown, to reach the submission step.
Click Submit request.
A resubmitted access request becomes Pending while Chargeback checks access. This usually takes one business day. Do not submit duplicate requests while that check is pending.
If Support is already helping with the issue, let them know when you have corrected access and follow their instructions.
Do not assume that changing a processor setting immediately resumes Credit automation. Chargeback must verify the restored access. Check the Credits banner and the verification update before treating the affected integration as covered again.
Will you need to provide proof for existing system credit requests?
Not automatically. Existing Approved system credit requests remain Approved when processor access is lost.
If Chargeback needs proof for an outstanding request, Support will first contact you to help resolve the access issue. If you do not respond, Chargeback may manually change affected requests to Requires proof.
The 14-day proof-upload period starts when a request is moved to Requires proof, not when processor access is lost.
If a request is moved to Requires proof, follow its instructions and upload the requested proof within that period. If no proof is uploaded, the request is rejected under the normal credit-request process.
For affected requests moved to Requires proof during the access interruption, Chargeback can change them back to Approved after access is restored.
Check the request’s current status rather than assuming that your processor change has already updated it.
If a request is already Rejected, contact Support about that request separately.
Will credit-request emails resume?
Automatic Credit Request emails resume when processor access is lost. Follow the instructions in any emails you receive for the affected business account.
Resuming emails does not mean that every previously Approved request immediately needs proof. The status of each system credit request determines whether proof is required.
Once Credit automation is active again for the business account, credit emails stop. Other Chargeback notifications, including updates about processor access, are not turned off.
What if access still cannot be restored?
Contact Support if you cannot identify the affected processor account, the required access is already present, or verification fails after you correct it.
Include the Chargeback business account, payment processor and specific account, the message shown on Credits, and what you changed. If you received a proof request, include the relevant credit request details.
If verification returns a specific reason such as Limited permissions, No invite received, or Invite is for the wrong account, follow the troubleshooting article for that reason.
Do not change access for unaffected processors or disconnect and reconnect integrations solely to clear the warning.