Stripe has apologised after customer service staff told customers that the company had banned purchases of LGBTQ+ content.

The payment processor, which provides software and APIs for businesses worldwide, has long prohibited the use of its services for the purchase of legal adult content, including pornography and other material intended for adult audiences.

Recently, several users reported that Stripe customer service employees claimed the company also banned non-explicit LGBTQ+ content, leading to strong negative reactions.

One Stripe user posted on social media: “Twice today, when pressured, Stripe operators have said, plainly, that I cannot use Stripe for the purchase of LGBTQ content. Not just adult content, but explicitly LGBTQ.” Another user reported being told Stripe was blocking purchases of “non-explicit, legal, non-adult LGBT content” and was hung up on when they asked for an explanation.

Independent journalist Mady Castigan shared a recording of her conversation with a Stripe operator, who stated that the company had restricted LGBTQ+ content purchases “three weeks ago.”

The confusion followed pressure on gaming marketplaces Itch.io and Steam to remove thousands of adult video games from their storefronts after Stripe, Visa, and Mastercard responded to a campaign demanding the removal of games with explicit themes.

On Thursday, Stripe clarified that the information provided by its support team was incorrect. A spokesperson said, “Stripe has no prohibitions on the sale of LGBTQ+ content or goods. We're looking into this and making sure future inquiries are answered correctly.” Stripe’s policy on restricted businesses does not ban the purchase of LGBTQ+ content, but it does prohibit the sale of legal adult content, including pornography and other mature audience material.

Stripe’s policies have come under renewed scrutiny following pressure from activist groups targeting payment processors and online game distributors. The incident has raised concerns about the safety and accessibility of non-adult LGBTQ+ content online and the extent to which payment processors influence content moderation across digital platforms.

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