My co-founder and I have been building ArtificialStudio.ai since 2023, a SaaS platform similar to RunwayML and Krea.ai that allows marketers and agencies to easily use AI models for image and video generation.

Two days ago, our Stripe account was suspended without prior warning. We believe this might be due to 1 chargeback we received last month — not because of fraud, but because some users accidentally purchased an annual subscription instead of a monthly one. We refunded all of them and updated our checkout UX so the monthly plan is now the default option.

We comply with all of Stripe’s policies, and similar platforms in our industry (RunwayML, Krea.ai) operate on Stripe without issues.

We’ve contacted Stripe through email and the dashboard, but so far have only received automated responses. This is a critical moment for us, as our MRR has been growing fast and this freeze puts the business at risk.

Has anyone here been through a similar situation with Stripe? Any advice or contacts within Stripe that could help us escalate this?

Thanks for any help you can offer.