Support

Help for Stripe Payout Reconciliation

Everything you need to unblock yourself with the add-in that pulls your Stripe payouts into Microsoft Excel: how to reach us, how to create the right restricted key, the exact messages the add-in shows and what each one means, plus billing, data and deletion.

How to get help

Support is by email. Write to us and we answer, normally within one business day. Pro subscribers get priority support.

Email support

Questions, bug reports and account requests, answered normally within one business day.

Email support@innovaapps.ai

Read first

The quickstart walks through the whole setup; the documentation covers each function and column.

Open the quickstart

What to include in a report

Three details let us answer in one reply instead of three:

Which Excel you are on: Excel on Windows, Excel on Mac, or Excel on the web.
What the formula returned: the value or error in the cell, for example #NAME?, an error text, or an empty spill.
The exact message: copy the wording the task pane or the cell shows, word for word.

Never send us your Stripe key. We never need it, and we cannot read it: it is stored only on your device.

Try this first: "Test my key"

Most problems are key problems, and the task pane can tell you which one in a few seconds. Open the task pane and choose "Test my key." Four checks run and stop at the first failure, each with the exact fix:

The key format: it must be a restricted key.
The key is valid and Balance: Read works.
Payouts: Read works.
A side-effect-free write probe. It asks Stripe to update a payout id that cannot exist, so nothing is ever created or changed. If Stripe refuses the request outright (403) the key is read-only and the check passes. If Stripe authorises the request and only then fails to find the object (404), the key carries write permission and the check fails, with instructions to recreate it read-only. The add-in itself never writes: it only reads.

Whatever the first failure says, the matching fix is in Common issues below.

Creating the right Stripe key

You create the key yourself, in your own Stripe account, with read permissions only. The add-in never asks for your Stripe password and never creates keys for you.

In Stripe, go to Developers → API keys → Create restricted key.
Grant Balance: Read and Payouts: Read. These two are what the three functions need.
Optionally also grant read access to external payout accounts (bank accounts). That is what lets the add-in show bank names next to your payouts.
Copy the whole key. Restricted keys start with rk_live_ or rk_test_, and Stripe shows them only once.
Paste it into the task pane and choose "Test my key."

Saving checks the format: secret keys (sk_) and publishable keys (pk_) are refused with an explanation, and only restricted keys are accepted. "Test my key" then tells you whether the key you pasted can write, so you can recreate it read-only. The add-in never writes to Stripe: it only reads payouts, balance transactions and balance.

The key is stored only in the add-in's local storage on your device. It is never sent to, stored on, or logged by Innova Apps servers, and the =STRIPE.* functions call api.stripe.com directly from your machine, so your payout data does not pass through our servers either.

Common issues

The messages the add-in actually shows, and what to do about each one.

Key messages

"That's a full secret key…"

You pasted a secret key (sk_). The add-in refuses it on purpose.

Fix: create a restricted key instead (Developers → API keys → Create restricted key, with Balance: Read and Payouts: Read) and paste that one.

"Stripe rejected this key"

Stripe does not recognise the key. It has been deleted or rolled, or only part of it was copied.

Fix: create a new restricted key and copy the whole string. Stripe shows a restricted key only once, so it cannot be looked up again afterwards.

"The key is missing Balance: Read"

The key is valid, but that permission was not granted.

Fix: edit the key's permissions in Stripe and add Balance: Read, then run "Test my key" again.

"The key is missing Payouts: Read"

Same situation for the other permission the add-in needs.

Fix: edit the key's permissions in Stripe and add Payouts: Read, then run "Test my key" again.

"This key allows WRITES"

The write probe asked Stripe to update a payout id that cannot exist. Stripe authorised the request and only then failed to find the object (404), which reveals that the key can change things in your Stripe account. Nothing was created or changed, and the add-in itself only ever reads.

Fix: recreate the key with Read permissions only, and revoke the old one in Stripe. The key you pasted stays saved until you replace it, so run "Test my key" again once the new one is in.

The task pane asks for my key again every session

Some Excel webviews block persistent storage. When that happens the key works for the current session but is not kept afterwards, and the task pane says so.

Fix: paste the key again at the start of the session, or use Excel on Windows or Mac where storage persists.

The Bank column shows `ba_1Abc…` instead of a bank name

Bank names come from your external payout accounts, which the key can only read if you granted that permission. Without it the add-in retries the request without that expansion and shows the raw destination id instead, so the column reads ba_… rather than a name. The column is empty only when a payout has no destination at all.

Fix: edit the restricted key in Stripe and add read access to external payout accounts (bank accounts). Everything else keeps working without it.

Formula and result messages

`#NAME?` in the cell

The add-in is not loaded yet, so Excel does not know the =STRIPE.* functions.

Fix: open the task pane once, then recalculate with Ctrl+Alt+F9 (Cmd+Alt+F9 on Mac).

"Free plan shows the last 30 days"

The date range you asked for reaches further back than the Free plan covers.

Fix: narrow the range to the last 30 days, or move to Pro for full payout history.

"More than 1,000 rows" or "more than 25 payouts"

The result is larger than your plan returns in one call: 25 rows on Free, 1,000 on Pro. The cap applies to STRIPE.PAYOUTS and STRIPE.PAYOUT_ITEMS alike, so on Free a single payout with more than 25 transactions in it needs Pro.

Fix: narrow the date range and pull in chunks, one month per formula for example, or move to Pro for the larger limit.

A payout shows UNMATCHED although it is on the statement

The template matches a payout to a bank row when the amounts agree to the cent and the bank date falls inside the match window.

Fix: check three things. The bank Date cell must be a real date, not text. The amount must match to the cent. And if the deposit landed later than the payout's arrival date, widen the window in cell J1 on the Reconciliation sheet, which defaults to ± 3 days.

Two payouts of the same amount matched the same deposit

Two payouts with the same amount inside the same window can both point at one deposit. The template says so, and it is the one case it cannot resolve for you.

Fix: verify those rows by hand. Also note that one copy of the workbook assumes a single currency.

Still stuck? Email support@innovaapps.ai with your Excel platform, what the formula returned and the exact message.

Billing and plans

The add-in itself is free to install. The plan changes only how far back you can pull and how many rows come back at once.

What each plan includes.
	Free	Pro: $19 / month
History	The last 30 days of payouts	Full payout history
Rows per call	Up to 25 rows, for payouts and for payout items	Up to 1,000 rows, for payouts and for payout items
Functions	PAYOUTS, PAYOUT_ITEMS and BALANCE	PAYOUTS, PAYOUT_ITEMS and BALANCE
Template workbook	Included	Included
Support	Email support	Priority support

How Pro is billed

Pro is billed through Stripe, on Innova Apps' own Stripe account, and not through Microsoft. Card details never reach Innova Apps servers.

Paid upgrades are still being switched on, so there is no instant checkout yet. When they are live, you start an upgrade from the Upgrade button in the task pane.

Changing or cancelling

Open the task pane and choose "Manage billing" to update your payment details or cancel. You can cancel at any time. If you cannot reach the billing page, email support@innovaapps.ai from your account address and we will sort it out.

Your data and deletion

The short version: your Stripe key and your payout data stay on your device. What we hold is an account, a usage counter, and, if you subscribe, a billing reference.

Your Stripe key

The key lives in the add-in's local storage on your device. It is never sent to, stored on, or logged by Innova Apps servers, and the =STRIPE.* functions call api.stripe.com directly from your machine, so your payouts, balance transactions, balances and spreadsheet contents never pass through our servers.

To remove it: choose "Forget key" in the task pane, which deletes it from the device. You can also revoke the key in Stripe at any time, which stops it working everywhere.

What Innova Apps stores

Your account email and a hashed password (Firebase Authentication).
Monthly usage counters (how many pulls and how many rows). They record usage only: they are what the task pane shows you, and a product signal for us. They do not enforce anything, and the free limits are applied in the add-in itself.
For Pro subscribers, a Stripe customer id and subscription status.

This runs on Google Cloud (Firebase Authentication, Cloud Firestore, Cloud Functions) in the United States. The sub-processors are Google and Stripe. The full detail is in the privacy policy.

Deleting your account

Email support@innovaapps.ai from the address the account is registered to and ask for deletion. We complete it within 30 days.

Documentation and legal

The rest of the product's own pages, in one place.

Quickstart The whole setup: restricted key, key test, first formula. Documentation Each function, its arguments and its exact output columns. Product overview What the add-in does, the template, pricing and FAQ. Reconciliation template Direct .xlsx download. Free, and no account needed to open it. Privacy policy What is stored, where it is hosted, and what never leaves your device. Terms of service The terms the add-in and the Pro plan are provided under.