Shop forced on Vacation Mode for 5 months with no support

[MONKEshop]

We get an email in October 2024 to verify the business information, so we do, and then the store gets closed and forced into vacation mode after being active and successful on Etsy for 4 years.  We can't edit the business information from the "Legal and Tax Information" page anymore as we tried 3 times and it locked out. Etsy responded twice since October with the same unhelpful messages. We explained that we can't "make any necessary changes" to the "Legal and Tax Information" page anymore because its locked out. We also uploaded every possible document they could possibly need to verify the business information, but we never hear back no matter how many times we follow up.

How have you navigated this nightmare? Etsy's support team seem to be either too incompetent or too overwhelmed to even respond in 5 months, neither reasons should make a small family business feel safe to get on Etsy as their income could be disrupted suddenly and with zero explanation or support.

[DudleyandSprout]

Only reply to one message from Etsy stating that you still need help.  Submitting multiple messages will cause Etsy to close them as resolved.  Also, your replies from Etsy are confidential, I believe, and need to be deleted from your post.  Maybe appeal to a moderator that frequents the forums for help.

[JJewellerySuppliesUK]

You must reply to the messages saying you need more help.  I think there is a link at the bottom of it.  However it might be too late for that as the issue has probably been closed.

Everything in the documentation must match exactly, so your name must be exactly as you have entered it on Etsy.  If it doesn't match then amend your name to match the documents in the Legal & Tax info as mentioned in Etsy's email.  See if you are still able to change it if need be. 

You are right that Customer Support will not be able to help with verification so you will need to send Etsy an email if the above doesn't work. 

Maybe a mod can step in to help you?  @ModAngie 

[MONKEshop]

What if the information that is in the Legal and Tax info page is not correct and needs to be amended to match what the documents actually say? I can't edit that page and they won't respond to the documents we're sending and the explanations we're giving.

[JJewellerySuppliesUK]

If it is locked there is nothing you can do so wait to see if Mod Angie responds.

[MONKEshop]

@ModKenneth

[ArtDollsbyJD]

If your information is not matching what the state has for you ( am assuming you are in the US as you lack location in your shop) then Etsy cannor verify the documents.

If the legal name on the bank account does not match that is also a concern.

So take one email and respond back you still need help.  Give them your phone number if you wish for them to call you.

Today all information must match.  That includes ID, bank account and any tax information.

From your website I see there are three of you.  Who is the actual owner of the shop?  If you used your business name and not personal name then there is no ID which can complicate matters.

[MONKEshop]

@ModAngie has replied to my posts about this on this forum before and they just shut down this post asking me to contact Etsy privately. We did that but we only received a vague template-response that keeps saying the same thing: edit the information in the Legal and Tax info page or upload the documents for verification. We upload the documents and wait months, no response.

[ModKenneth]

Hello! We're sorry to hear you're experiencing issues with your shop. We've forwarded your concerns to a specialist team. Thank you! 

Please know we handle support inquiries privately per our Community Policy – we’re closing this thread, so you can get the support you need from us directly.