Issue with taxpayer information verification resulting in account suspension with no details.

[chintzyjones]

I've noticed some people were having similar but not the exact issues and not recently. I was notified of a 65 day notice to verify my company information in order to continue getting deposits. This is typically something that's done every year without issue, but for some reason this year my account has been put into vacation mode with no resulting description, message, or email from Etsy regarding the vacation mode. I've gotten several emails from Etsy and some are very odd. The closest thing I can find to a related topic is..

Two identical emails start with "Nice work getting your first sale! We’re reaching out since it looks like we couldn’t verify the seller info you shared in onboarding, so your shop is in temporary Vacation Mode." I didn't change or update any business information as it is all still correct. I've been selling on Etsy for well over a year now. Is this a glitch? Has anyone else had this issue?

I have another email saying... "Thanks for confirming your seller info and helping us keep Etsy a safe and trusted marketplace. We’ve lifted any pauses or holds that we put on your shop and funds before you confirmed your info. This means you’re all set to keep selling on Etsy and should be able to receive funds from your sales..."

Is this common for anyone else in 2024? I'm growing a bit concerned now that I've lost over a years work. Thank you.

[audreytherese]

Did you check it's not asking for more information? There's been a couple other posts where people were required to enter a phone number for the first time. 

[chintzyjones]

I did read about that. Thank you for suggesting. That did not resolve the issue. 

[TheMetalPeddlerShop]

I went back in and it's asking for ID

[chintzyjones]

Yes. This also happened to me. It won't let you submit any updates or non-updates without forcing you to upload a new ID. It even has a green marker saying that they have your current ID and is not requesting it at this time. Once you upload your ID, it forces your account into vacation mode and says "Pending Verification".

So this explains a little about the emails I received saying congrats on your first sale...etc. As this is part of the initial setup process. So I'm a little concerned about that if I am going to have to start over or how this affects my account.

[MarciaHDesigns]

This just happened to me also!  I downloaded my drivers license and now I am on vacation mode 

[chintzyjones]

Hang in there! Maybe we will find out more over the next few days.

[SissilyDesigns]

I am in the same boat!! I talked them on the phone for several times. They told me it could take weeks to get resolved. 

[chintzyjones]

How were you able to get them on the phone? I tried a form where I could enter my number and they would call me back. The form ended up going to an error screen on submit. I ended up getting a cal in about 30 minutes, but they couldn't verify to me that they were Etsy until I gave them my account details. So I wasn't sure if it was a fake link posted in the forums here or what had happened. 

We just have to trust that they are aware and trying to take care of the issue for us. Keep us posted if any new information comes up. Thanks for sharing!

[SissilyDesigns]

Hi! This is the link I used. Yes, you do need to verify yourself with them. 

https://help.etsy.com/hc/en-us/requests/new?segment=selling&fbclid=IwAR3XJULkao3ZPR8XcOEf2A7143n87Xt...

[chintzyjones]

Thank you for this! This will be helpful for everyone finding their way here.

[chintzyjones]

UPDATE: My shop came back online a little while ago. There was an email confirming their ability to validate my new ID uploaded. Unfortunately I have no solution to confirm here for this thread. Please be patient with the Etsy team. I imagine the teams assigned to work on these verifications are a bit overloaded due to the current tax season.

I've looked back through all of my communications and still have no way to put together any useful information on how to avoid this for everyone. It looks like this is more of a user experence and communications issue. I encourage anyone involved in this thread to post to continue to post your own updates for others that will certainly be comming across this post experiencing the same thing. This should help them all get a better idea of what to expect.

Document things as best you can as this should also help the dev and operations team to understand how to best avoid this in the future. It's hard to understand the sort of stress that users go through when left up in the air on details after their shop has been disrupted. There is always a possibility the UX team will revisit some of these concerns.

I'll definitely be checking back in here as I know other shop owners that will likely be going through the same thing. Hang in there!

[EclecticBeadWorks]

Thank you for your update!

[EclecticBeadWorks]

I am having the same issues.  On page one they want my phone number so I enter it and I get the error message.  I chatted with Etsy about it and they said they would have someone email me, since they had no idea how to help.  I got an email from Etsy and they were no help what so ever. Never did they say they were having problems with this.  They just said try and different browser or go to Etsy help.  Now I have 6 days left to to comply.  Anyway,  it's really ridiculous.  I checked my info and they have my ID verified from before, all my correct info so I guess I will just hope I don't get my shop closed down.  Good luck everyone.  Oh, if anyone has any updates on this I'd love to hear them! Thank you! 

[chintzyjones]

Hang in there. We can at least say their team is working on it for certain. If you already uploaded a new ID, just give them a little time. Make sure all your information such as Full name match your ID since that is what they are verifying. It is Friday, so it may just take a little longer.

[SissilyDesigns]

Hi! I was given 7 days to verify my EIN. I verified it, and then my shop was frozen within 5 mins. Now I am trying to get it open with no a lot of help. I called them this morning, I even cried in the phone since I have people reply on this business for their paychecks. 

They told me to wait. I don't know how long I should wait... 

[sucalighling]

Hello, I'm in the same boat. I was given a period of 55 days in the first week of December and within this period I verified my tax credentials. during this period all my payments were confiscated. After I added my tax number, I received an email that it was verified, but there was no verification and my money was still waiting on Etsy. I have sent them the document I received from the tax office, my ID many times. I have been trying for 14 days. I have opened many support requests. Etsy live support does not work, so I reached them as a buyer, but in vain. Always the same messages. I sent a message to my Etsy instagram account with my site and they got back to me. I'm still waiting, it's really sad.

[SultaniFashionDesign]

I have two stores, I sell digital products in one and physical products in the other. Both are based on the same company. What is interesting is that they should not accept one while accepting the other. I am really confused. I am sending all the original documents provided by the state. The other is accepted, the other is not. I think Etsy is trying to harass people this way. I think if they don't fix this mistake soon, I will continue my sales on another platform. I am really tired

[RetroNovia]

I have had a problem uploading legal document as it is asking for personal ID when I am registered as a Ltd Company and the information I need to match to is my Limited Company at Companies House but the ID drop down only gives you option for Passport Etc! They have rejected my passport . I  have uploaded my incorporation document but not drop down to say this is what I am submitting. I have been put in holiday mode. Complete shambles !  It is treating me as though I have just opened a shop with them when I have been trading for years. Very confusing as email saying they can't verify Legal Document but then when you go in it says pending. You also can only submit one document so now I have replaced passport with Company Incorporation document but it says you need both ! I give up. Ridiculous you cannot speak to anyone about it - this is people's livelihoods they are messing with

[PUPERITA]

I have this problem too: updated my phone number and taxpayer id (after many years on etsy). Now my shop is in forced Vacation mode and I'm going crazy.

I have tried every way to contact Etsy without results.

I have my family completely on my shoulders and I can't afford to wait a month (especially now that Black Friday is near!).

[TheVintageEvergreen]

Dear Etsy, please help us!!!

I have the exact same problem: updated/added my phone number and taxpayer id (after 4 years on etsy). Now my shop is in forced Vacation mode and big red banner "We were unable to verify the business information you entered"

Sending e-mail won't help at all. We need real human being to talk to.

[ModJose · Accepted solution]

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