FAQ’s

At Stoke, we’re your trusted payments adventure guide, navigating the complex landscape of merchant services alongside you. Whether you’re a new business forging your path or a larger company scaling new heights, we help you chart a clear course to success.

We truly get it. We know what it takes to run a small business because we are one ourselves. That means when you work with us, you’re not just another account, you’re a valued partner. And while we’re built to support small businesses with heart, we also have processing partnerships with the largest, industry-leading payment acceptance providers, giving us the scale and infrastructure to handle big business, too.

 Every conversation you have with Stoke is with a real person who cares about your business and your success. We believe in being honest, even when the conversations are tough, because transparency builds trust. And with our hands-on, detail-driven approach, we help keep your operations running smoothly. Support you can count on, without surprises or shortcuts.

Getting started with Stoke is straightforward and surprisingly personal. We’ll start with a brief conversation. As your payments guide, we want to get to know you and your business so we can help map out the path that best fits your unique needs. We partner with a curated network of payment processors so we can recommend the one best suited to your specific needs, whether that’s certain hardware, software integrations, reporting tools, or unique underwriting flexibility.

• Step 1: Find Your Best-Fit Payment Processor 

  We take the time to understand your setup and your needs.  From there, we identify the right provider to give you the best chance of long-term processing success.

• Step 2: Gather Documentation

  Once we know where you’re headed, we’ll need some documentation to validate your business. The scope depends on your business type, processing history, and projected volume.

  Some of the most commonly requested items include:

  • Our Pre-Application, which tells us everything we need to know to prepare your application

  • Government-issued ID for all owners with 25% or more ownership (required under KYC laws)

  • Voided check (yes, we know nobody uses checks anymore, a bank letter works just fine)

  • Articles of Incorporation or your SS-4 (EIN letter)

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    In some cases, we may request additional documents like bank statements, previous processing statements, financials, fulfillment agreements, or customer contracts, especially if you fall into a higher-risk category.

    Why all the paperwork? Because a merchant account is essentially a line of credit. The payment processor is taking on risk each time you accept a payment, so underwriting needs to ensure you and your business are stable and trustworthy, just like a lender would when issuing a mortgage.

• Step 3: Underwriting and Approval

  Once we’ve collected your documents, we review them for consistency and clarity, then package them up (not literally! We’re paperless, promise) and send everything off to the payment processor for underwriting. Depending on your business type and risk profile, underwriting can take as little as one business day.

• Step 4: Onboarding and Activation

  After approval, we’ll move quickly to get you up and running. For in-person payments, that means ordering hardware we discussed during onboarding. For online or invoice-based businesses, we’ll help you set up a virtual terminal or payment gateway, and provide integration instructions for your web developer (or for you, if you’re tech-savvy). We’ll also provide brief training so you know how to accept payments, issue refunds, and manage your account.

  From the first conversation to processing payments, the whole process can take just a few business days. At Stoke, our goal is to keep things smooth, supported, and smart so you can focus on running your business while we handle the payment part!

Email info@stokepay.com and Marci or Talia will get in touch with you to schedule a call.

In a rush?

Complete our digital pre-application!

Nothing at all. Our support is completely free to you. Stoke is compensated through a referral fee by our processing partners, similar to how insurance brokers or other professional advisors are paid. 

This means you get full access to our expert guidance, account setup, ongoing support, and optimization services at no additional cost. We're here to advocate for your business, not add to your overhead.

Stoke makes it easy to accept payments wherever your business takes you! Whether that’s in a storefront, online, at events, or in the field.

We support all major card brands (Visa, Mastercard, Discover, and Amex), as well as eChecks and Cashless ATM options, depending on your business type. 

Here’s how we help you get paid:

• In-person: From simple countertop terminals to full point-of-sale systems

• Mobile: Wireless terminals for on-the-go payments at markets, events, or client sites

• Online: Website checkouts, shopping carts, and hosted payment links

• Virtual terminals: For phone payments, invoicing, or manually entering transactions

• Recurring billing: Set it and forget it for subscriptions, memberships, or services

Regardless of your business's terrain, we'll chart the course to the perfect tools and trusted partners, ensuring your payments flow seamlessly and your customers enjoy the journey.

At Stoke, we’re more than just a service provider; we’re your advocate and payment processor liaison. Unlike large corporations with endless phone trees and outsourced support, you'll have direct access to our team via personal phone lines and email. We pride ourselves on offering a human touch, building authentic relationships, and being there when it counts.

When it comes to getting your payment processing account approved, we handle the entire process for you. From preparing the application to managing approvals and onboarding. We’ll help you choose the right POS system, terminal, or payment gateway tailored to your operations, and take care of the behind-the-scenes setup so you can stay focused on your business.

Once you're up and running, our job is just getting started. We actively monitor your account for trends, anomalies, and opportunities to improve efficiency or reduce fees. We’ll guide you through reading your statements, resolving chargebacks, and making informed decisions as your business grows. Think of us as a hands-on partner,  here to simplify the complex and support you at every step.

With Stoke as your payments adventure guide, you’re never navigating alone. We’ll be by your side through every twist and turn, clearing obstacles, lighting the way, and making sure your journey to success is as smooth as possible. Together, we’ll chart the best course for your business to thrive.

A few key factors can lead to a business being considered high-risk. These might include a high number of chargebacks, credit challenges, selling regulated or sensitive products, doing business internationally, facing compliance hurdles, or being listed on the MATCH (Member Alert to Control High-Risk Merchants) or TMF (Terminated Merchant File) lists.

Every business faces unique challenges in its path. These don’t make you ‘bad,’ they just mean the usual trails aren’t the best fit. That’s where Stoke steps in as your payments adventure guide, offering expert, judgment-free navigation to find the right path for you.

Yes, we offer a referral program! Whether you're in the payments industry looking to refer merchants or you're a business owner who knows someone in need of payment processing, we offer generous referral splits to thank you for sending them our way.

It’s a simple way to share a trusted resource and earn a little something in return. Reach out to learn more or to get started.

We do not offer multi-currency or international payment processing. 

Stoke proudly supports U.S.-based businesses with reliable payment processing tailored to their unique needs. Our focus is on helping domestic merchants thrive with solutions built for the complexities of operating within the United States.