Stripe data is not showing in Customer 360

Symptom: You opened a customer's profile and the Stripe panel says "no data" or shows numbers that are clearly out of date. Sometimes only one or two customers are affected, sometimes all of them.

Stripe in Ochre is read-only context: subscription, MRR, last invoice, churn risk. When it stops appearing, the cause is almost always one of three things.

Checklist

1. Reconnect Stripe

Go to Settings → Integrations and open the Stripe card.

• A yellow or red banner means the OAuth grant has expired or been revoked. Click Reconnect. This is the most common fix.
• If the card looks healthy, look for the Last sync timestamp on the detail page. If it is more than an hour old, treat it as broken and force a sync. See step 2.

For a refresher on how the integration works, see Stripe integration.

2. Click "Re-sync now"

The Stripe card has a Re-sync now button. Click it. This pulls fresh data for all customers, not just the one you are looking at. Give it a minute, then refresh the customer profile.

If the button errors, that is itself a useful signal. Common errors:

• Invalid API key means the connection is dead. Reconnect.
• Rate limited means Stripe throttled us. Wait five minutes and click again.
• Permission denied means the connected Stripe account no longer has read access to the resources we ask for. An admin on the Stripe side may have rotated keys or restricted scopes.

3. Confirm the customer email matches

Ochre matches Stripe customers by email. If the address on the conversation differs from the address on the Stripe customer, no match.

• Open the customer profile in Ochre and copy the email.
• Open Stripe and search for that exact email.
• If you find the customer in Stripe under a different email, you have two options: merge the Ochre customers (see customer merge) or update the Stripe email to match.

4. Confirm the right Stripe account is connected

If your company runs multiple Stripe accounts (test, live, regional), it is possible Ochre is connected to the wrong one. The Stripe card shows the connected account ID and business name. Compare against the account that actually holds this customer's subscription.

5. Check for deleted Stripe customers

If a customer was deleted in Stripe, the Ochre panel will show "no data" rather than stale data. This is intentional. If the deletion was accidental, restore in Stripe and click Re-sync now.

6. Wait for the next scheduled sync

Stripe data refreshes on a regular cadence in the background. If you just made a change in Stripe (new subscription, refund, plan change), give it a few minutes. If it has been longer than 15 minutes, click Re-sync now.

Quick test

Find a known-good customer, ideally one whose Stripe data you have looked at recently. Open their profile.

• Their data appears, the failing customer's does not. The issue is per-customer: email mismatch, deleted Stripe record, or wrong Stripe account.
• All customers show "no data". The connection itself is broken. Loop back to step 1.

When to contact support

Contact us if:

• You have reconnected, clicked Re-sync now, the Stripe account is the right one, the customer email matches, and the panel is still empty.
• "Re-sync now" returns an error other than "rate limited" or "invalid API key".

Send a Stripe customer ID, the matching Ochre customer email, and a screenshot of the Stripe card status. See support contact.

Related reading

• Stripe integration
• Stripe context
• Customer 360
• Customer merge
• Disconnecting integrations