My Documents Are Not Verified, First Forum Thread Closed Without a Solution

[PTCANISMAJOR]

Hello!

I own an Indonesian company, PT CANIS MAJOR HARNESS, which I registered specifically to run a business on Etsy. I produce and sell handmade products in Bali.

After registering my shop, Etsy placed it in vacation mode, stating that they couldn’t verify my business. I was asked to update my information for another verification attempt.

I double-checked all my details and consulted my lawyer—everything was entered correctly. I have contacted Etsy support multiple times, but I keep receiving only automated responses asking me to upload my business documents.

The issue is that I do not have the option to upload these documents in my account. I have reported this to support, but they keep sending me the same standard instructions.

I also requested to speak with a real person, but even after that, the responses remained generic. On Instagram, I was told that my issue would be forwarded, but it has now been two weeks, and nothing has changed. My business is still not verified, my shop remains in vacation mode, and I am unable to sell.

Recently, I also received a notification that I need to pay a fee for one listing, even though it is not active. This means I am being charged for a shop I cannot use while receiving no assistance from Etsy.

Yesterday, I created a topic on the forum, and at first, I received a standard response saying that a specialist would look into my issue. Later, a specialist replied, but once again, I received a template message that did not resolve the problem. After that, my topic was closed without any actual solution.

I repeat: all my business information was correctly submitted from the start. I do not need to change anything because my details are already correct. I will not enter incorrect information just to work around the system. Etsy needs to verify the details I originally provided.

Nobody has explained why Etsy is unable to verify my company or what exactly the issue is. I keep receiving the same messages that do not provide a solution.

Please do not close this thread until I receive real assistance, not automated responses.

I am attaching a screenshot of the messages I have received. I have already received dozens of these identical template responses, yet my issue remains unresolved.

[PlatypusDream]

No one in the Forum can help you. We are only other sellers,

If you have started a support ticket with Etsy, reply to it daily. Do not keep starting new tickets - it only kicks you to the back of the queue!

[JJewellerySuppliesUK]

You must reply to the generic email you receive.  If you don't reply saying you need more assistance then the matter is closed and you are back to the beginning again.  At the bottom of the email is says something like "Still need help?" so reply to the most recent one explaining the problem. 

[PrimFun]

Was your other thread on this closed?  Admin is closing threads like this with the note that each case is handled individually.

You will need to work with Etsy on this.  Reply to the email received that you still need help.

[PTCANISMAJOR]

Yeah, my previous thread was closed — and that’s exactly the problem. They said someone would look into it, but all I got was another copy-paste message and then the thread was locked.

I’ve replied to every email I got, saying I still need help. But nothing changes — I just keep getting the same automatic replies and no option to upload documents or talk to a real person.

It’s been weeks, and I’m still stuck in the same loop.

[PTCANISMAJOR]

I understand that only sellers are present here, but I also know that Etsy staff members review the messages posted in this space. My problem is that whenever I receive a response from Etsy support, they send me a template message saying that I need to update my tax information, fix the errors, and resubmit it for review. The thing is, all the information I entered is correct. And after sending me this message, they close the support ticket without resolving the issue. So every time, it’s just a generic response. It feels like they are forcing me to enter incorrect information just so that the option to upload documents appears. But that’s just absurd.

[PrairiePrimitives]

What are you wanting to sell? Is it allowed on Etsy? Is there any infringement involved? Are you able to use Etsy Payments in your country? These are just a few of the things which could possibly cause Etsy to ignore you. 

[PTCANISMAJOR]

Thanks for your message. I’m planning to sell handmade bags and accessories made in Bali. Everything I do fits within Etsy’s rules — it’s all original, handmade work.

I haven’t broken any policies. My shop was put into vacation mode right after I registered it — I didn’t even get a chance to list anything properly.

Etsy Payments work in Indonesia, and I’ve set everything up legally — I opened an official company because, as a foreigner, that’s the only legal way I can run a business here.

The problem is just that Etsy’s system can’t verify my company info automatically, and I haven’t been given any option to upload documents manually. All I keep getting from support are the same copy-paste messages over and over.

I just want a real person to look into my case already.

[PrimFun]

@PTCANISMAJOR   the bags are your designs?  You design and make or do you have a POD?

You cannot buy from others and then sell the product on Etsy.  

All members of your shop need to be listed.  

[CraftyCornishMaids]

your business information says

Бали, Indonesia

everything has to be done in the latin alphabet - and everything has to match exactly, letter by letter, on what you have input on etsy, and what is held online by your government

[PTCANISMAJOR]

Thanks for your comment. Let me clarify:

All the information I entered in my Etsy account — including the name of my company, its legal address in Bali, and all relevant tax details — was written using the Latin alphabet, exactly as it appears in the official Indonesian company registry (AHU).

I personally checked that everything matches letter by letter, with no discrepancies. I also had my business lawyer verify the data before submission.

So if Etsy’s automated system still cannot verify it, the issue is not with my input, but with how the system interacts with foreign business registries — especially when it comes to Indonesian companies.

Again, I’m fully open to uploading all required documents. The only problem is: Etsy is not giving me that option.

All I want is for a real human to look into my case and tell me clearly what needs to be fixed — if anything.

[CraftyCornishMaids]

@PTCANISMAJOR 

Бали, Indonesia

the first 4, are not latin characters

[steelhipdesign]

Sorry but Etsy isn't going to alter their system if the credentials, they need to verify a seller, aren't met.  Etsy uses everything as a form of identity - not just disbursement and tax.  Some try to use their business metrics when Etsy really needs to nail down the seller's identity.  If an account is unverified, by a third party entity according to the US INFORM Act, they risk a US$50,000 fine per account from regulators.  This applies to sellers worldwide.  

Banned users attempt to return to the platform every hour of every day.  They use every trick in the book to pass verification.  With their real ID burnt, they often use a business entity to hide behind.  They often try to sign up in a different country with laxer ID laws and easy availability of fake credentials.  Bulgaria was a favourite for this.  Etsy doesn't have the manpower to manually verify business ownership with foreign governments. 

Something in your set up is tripping security.  It could be using your business name when they really want your personal name in that field.  It could be your name or location not matching your credentials:  bank account, credit/debit card, your photo ID, utility bills, connection, devices or your "digital fingerprint".  Etsy harvests metrics most don't even realise they are giving them - government issued, financial and tech. If you are trying to use an Indonesian registered company but you are located in a different country, they won't accept it.  

[PTCANISMAJOR]

Thanks for your reply, but I’d like to clarify a few important points regarding my specific case.

1. I live in Indonesia permanently, and due to local laws, as a foreign resident, I cannot legally operate as an individual seller. That’s why I established a legitimate Indonesian company, PT CANIS MAJOR HARNESS, fully compliant with all national business regulations.
2. My personal identity documents (passport, etc.) have been verified and accepted by Etsy during the initial shop setup.
3. The moment I finished shop registration, it was instantly placed into vacation mode. This clearly indicates that Etsy’s automated verification system failed to verify my company info, not my identity.
4. I’ve entered all business information correctly, and it matches my company’s legal records precisely. I’ve confirmed this with my business lawyer.
5. Etsy has not provided any explanation about what exactly is “wrong” or “missing” in my submission, and I have no option to upload documents manually, although support keeps telling me to do so.
6. I am not trying to hide behind a company, nor am I in another country pretending to be in Indonesia. My physical and digital presence — my IP, my billing, everything — is consistent and local.

I understand that Etsy has to fight fraud and abuse, but this should not affect legitimate sellers who are simply trying to comply with both local laws and Etsy’s terms.

All I’m asking for is an actual review of my case, or a clear explanation of what needs to be corrected — not assumptions and generic warnings.

Thanks.

[PrimFun]

@PTCANISMAJOR   Your bank account?  In your name or your company name?  That can be a red flag for Etsy.  Currency has to be in the country you are in.  

How to Update Your Legal Name and Taxpayer Information – Etsy Help

How to Verify Your Seller Information for Etsy Payments – Etsy Help

Has Etsy asked for more documentation and is all this documentation in Roman characters.  There can be no special characters. 

Did you try to contact Etsy using the support button in one of the articles?  Or do you have an email from Etsy?  Reply back that you still need help?  

@ModAngie  @ModKenneth   May you be available to help?  Thank you.

[PTCANISMAJOR]

@PrimFun thanks for your message!

Yes, the bank account is under the company’s name — because according to Indonesian law, I’m not allowed to run a business or open a business bank account as a private individual. That’s why I officially registered a company, and the bank account is in the company’s name. The account is with an Indonesian bank and in IDR, so it matches the country I’m located in.

I haven’t submitted any documents because there’s no option in my Shop Manager to upload them. I’ve checked everything — the business info is correct, written in Roman characters, and matches the official registration. But I just keep getting the same generic messages from Etsy asking me to resubmit the info, even though it doesn’t need to be changed.

I’m absolutely ready to provide any documents needed to verify my company, but I honestly don’t know where or how to submit them. I’ve asked Etsy support about this multiple times, but I never got a clear answer.

@ModAngie @ModKenneth — I’d really appreciate your support. Thanks!