Someone reaching out in this case is nice but what about folks who can't get their complaint to the top of the HN front page? I'm hopeful the OP gets everything sorted out but these no-warning, no-explanation, no-recourse suspensions need to be prohibited when the only thing a company says is "TOS violation."

There's a variety of cases where the only legal messaging around the suspension is approximately that. Whether or not Stripe is doing wrong here, they do have to comply with US law and that type of law will result in that shape of suspension and therefore this type of story appearing on HN.

Completely agreed. In the past, my employer has been in the same position with a different platform and to say it is an existential and Kafkesque nightmare is an understatement.

Bless Edwin for being here for us, always, time after time, but what a sad state of affairs.

Edwin has saved me before too. Love Edwin.

I'm proud to announce that Edwin officially pulled through for us today. All our accounts have been reactivated.

There are clearly problems at Stripe. But this kind human is not one of them.

You need to explain what happened, and what sector you operate in. Doing this support stuff on HN as a last resort & getting on the front page is crap in the first place, not feeding back is even worse.

Edwin broke it down here: https://news.ycombinator.com/item?id=32859520

I would still recommend you change your payment backend to direct your customer payments via one or more "backup" processors asap. Perhaps leave Stripe altogether if you prefer, once that's done, or keep Stripe around as the backup.

After all, they have a track record of screwing you over again, after fixing and checking your account. Whatever triggered that could do it again when you least expect it, despite Edwin's good work. Probably the triggers haven't changed as you are still running the same business.

(Like several other commenters, I was thinking of using Stripe as a main payment processor before seeing this article because of their great API, documentation, test mode and ease of setup. They seemed like a good choice, but I had wrongly assumed they were reasonable and reliable and if there were issues they could be resolved; that I didn't need to worry about Stripe being shady themselves. Now I've learned Stripe is like the Paypal of old when it comes to killing a business abruptly with no warning or recourse. That's so severe it cancels out every benefit and feature. With much disappointment I now feel it will be necessary to evaluate other services instead.)

It is nice that people can get a quick fix by hitting the front page here, but for the rest of the community we have to realize that this is does nothing to fix the systemic issue (of course I'm just stating the obvious here, but might as well make it explicit).