Frozen Shop: Unable to open shop (Tax ID Problems) - Etsy not responding

[ChasingBugles]

I am attempting to open my shop and am unable to do so do to an error with my EIN and my business name.  I have reached out to the Etsy support team on multiple occasions with two initial responses and zero responses to my follow-up questions.  I will receive an initial response giving some instructions that do not work and when I return the messages asking for further assistance I never receive a response again.  

EIN/Business Name Problem:  There is a disconnect between my EIN and business name with the IRS.  I am working to resolve this issue with the IRS.  Nothing I can do at this time.  

Etsy Problem:  My shop is "Frozen due to unverified tax information."

Etsy Response:  

First Response from Etsy:  detailed instructions that did not solve the problem. In the instructions it said I can also simply open the shop with my SSN and as a "individual or sole proprietorship."  I responded twice asking for further guidance to which Etsy never responded.  

Second Response from on a new problem ticket:  Etsy simply said that there are known issues and the team is working resolve the issues.  

Attempting to use my SSN to open as an "individual or sole proprietorship":  I cannot input my SSN anywhere.  When I am on the finance page and hit EDIT I cannot enter my SSN.  The line does not even exist.  It only has my name.  

Help:  How can I open my shop with my SSN and as a sole proprietorship?  

Frustrations:  Why do the Etsy responses say to contact them again on the same report and then no one ever responds?  The only way I can get them to respond is to open a new problem report.  That is very frustrating and does not allow me to continue to troubleshoot with the original message.  

[NanaLetha]

You need to go to the tax payer info in your dashboard. That's where you enter your SSN.

[ChasingBugles]

Yes, that is exactly where I go.  I do not have a SSN entered and when I hit "EDIT" there is no location to put in my SSN.  

I cannot change any information except my legal name that is listed on the EIN. And it will not accept that information. I have contacted the IRS to make sure I have it spelled correctly.  Nothing works. 

I have tried every combination of options to even get a SSN to come up. It will not give me the option.  I have even gone into my account settings and there is no option.  

[SecretSacredMagic]

I’m sorry I don’t have an answer for you… but was hoping you would answer a basic question for me. 

How are you contacting Etsy support?

An email address?

a chat box?

a phone number?

my shop was suspended and I can’t locate a help email address, or chat box or a phone number.

please give me the support email address or a link to contact them. 

thank you and I hope your problem gets resolved quickly. Many thanks.

[ChasingBugles]

The only way I have tried to contact Etsy is through the help option on my store manager page.  I have to click through multiple options to finally get a chat/email (no email address) form from Etsy.  I fill it out.  And that is it.  They typically respond in about 2 days with some generic response that says "reply to this message if you need further assistance."  Etsy has NEVER returned a message after that point.  

I have had ZERO questions answered and ZERO customer support.  

This is horrible customer service with zero light at the end of the tunnel. 

[SecretSacredMagic]

Thank you. Same here, so far. I found an Etsy support number. Called it, got someone at a phone bank in India. He told me to download an app called AnyDesk. It’s a remote control app, to allow access to your device. I hung up, almost got scammed/ripped off from that phone number. I won’t post it here. 

[Yesfave]

The same happened to me. I was almost scammed as well. We shouldn’t have to go to such lengths for a timely response. It’s day 5 and I’m still waiting on an update to my tax info. All requirements are met , as I am an individual seller. Totally unprofessional.

[Evelynsstackables]

I have a question have u considered just scraping ur 1st attempt and starting over ? Idk how far u had gotten it sound like u just got ur info done I would slightly alter the name of the shop  an restart using the sole proprietor angle . I hope you get that all worked out bless your heart. It sounds like something that would happen to me. 

[ChasingBugles]

That is an option BUT you must use a different email address to open a new shop.  That is NOT an option for a business email that is established.  

Thanks for responding. Maybe someone else can use this as an option.  Unfortunately, not an option for our shop. 

I was even charged my shop fee this week for a shop that is not even running.  I also filed a report to ask for my refund on my shop.  

I am currently looking at using a different platform.  I have read many reviews the past few days and it seems Etsy is not seller friendly when it comes to support.  This is nothing new to Etsy and has been ongoing the past few years.  

[SecretSacredMagic]

Received an email today from financial dept. Says they are receiving many people with same problem and my ticket is being sent to the pile at engineering department. 

doesn’t look like it will be resolved anytime soon. I don’t think an agent can unsuspend a shop. It’s probably an algorithm. 
I regret that I am unable to help or provide information for everyone who is managing this situation. 

[ChasingBugles]

Thanks for the update.  

[LemonAidApparel]

So basically any new shop that's sole prop is unable to fully open?  I can see why people are leaving Etsy!  This is my second business and it was so much better a decade ago!!

[SecretSacredMagic]

My shop was finally unsuspended, after about two and a half weeks. Only ONE of my listings is still there. I have to rebuild my entire shop from scratch. 

[UppNorthEh]

@SecretSacredMagic  - your shop is still suspended.  you have no payment options.  also the OP's shop is still suspended.  ridiculous.

[ChasingBugles]

Yes, my shop is still suspended.  I get zero response from Etsy.  I even asked why I am being charged for a listing ($0.20) and don't have any listings.  I asked for a refund.  Yes, you can say it's only 20 cents.  But I'm being charged for a service I cannot even use.  Etsy has yet to respond to my request for a refund. 

I am currently moving on to another service.  This is ridiculous and the customer service is horrible.  The fact that Etsy doesn't even respond to direct questions is unacceptable for a business practice.  

[ChasingBugles]

Update:

I sent one more trouble ticket this past week.  

The first response was a generic answer from someone that did NOT address a single question I asked (no surprise considering this is all I had received previously).

I responded to that answer with some direct feedback and disappointment in their customer service.  I also asked for my $0.20 refund.  Interestingly, I received another response (first time they responded multiple times).  Their response did say they processed a refund.  And the representative attempted to answer my questions but obviously had not read the actual problems.  They have stated that I simply need to select "individual or sole proprietor" and then enter my SSN.  The problem is that I CANNOT enter my SSN.  They also state I need to enter my business name correctly from my EIN. This I have done no less than 50 times.  I have even called the IRS to make sure I have it correct.  

I then responded again giving the exact problems in detail once again.  I was surprised to receive another response. This response was almost a cut and paste of the very first response I received that answered ZERO of my questions.  So I have responded one more time to with my exact problem to see if they will respond.

This is beyond frustrating.  They don't READ the information.  They don't ANSWER the questions.  Additionally, a different person answers each time.  

I am still working to get on with another service.  

[nineteen27]

you can change your email address on this shop.

and then you can...

open a new shop with the email address you wanted.

and just start over.

[ChasingBugles]

I read all over Etsy's website and other forums to see if this is possible.  Everything I found is that I cannot use the same shop name if I close this one.  Once it it is used the name is essentially unable to be used.  That is also a problem.  I am unwilling to change the shop name as it is the name of our business.  

Unless, there is another work around with the same shop, same email and simply get up and running versus waiting for their "engineering team" to figure this out I'm not sure I can use Etsy.  Sad to say but their current financial problem with verifying tax ID info is a bit of a showstopper.  Seems a bit ridiculous that they can't even help me simply put my SSN in and start that way and the allow me to switch later on.  This is even one of their suggested "fixes" but they cannot help me put my SSN in anywhere.  I literally have ZERO ability to change/edit any of my information for the financial section.  I have asked for their help on numerous occasions with ZERO assistance.  Etsy says to change my information, I reply and then they say that the "engineering team" is working hard to find a solution.  They don't even give me a solution to help change my financial information.  Seems a bit lazy and that Etsy doesn't truly care about a single shop.  

Time to move on.  I wouldn't recommend Etsy to anyone wanting to start out with these types of problems and little to zero assistance.  

[ChasingBugles]

UPDATE:  It has been over 2 months and I have heard ZERO, NOTHING, NADA from Etsy.  I have a help ticket in with them and have heard ZERO.  I still cannot use my account.  It still says my taxpayer ID needs to be verified.  I have tried every single step they require with ZERO help.  What a horrible company to deal with.  I read and read and read how many people have problems and get ZERO help.  My finance page also says I need to upload my official government ID which I completed over 2 months ago and it even shows on the page.  

I truly cannot believe their customer service is this bad.  I have never dealt with a company that didn't even respond AT ALL.  Horrible experience overall.