Consider sending an email to merchant support, they can look into the account.
Contact page link: https://help.shopify.com/en/questions#/contact/
EIN refers to your employer identification number, is that right? Your SSN would be your social security number for tax-related purposes. Can you tell me what country you set up your store and what country you reside in?
I am having this same issue. I opened a Chat last Thursday (five days ago). The first two agents disconnected after greeting me. The third said she contacted the Business Verification team and that they planned to email me, but I still haven't received an email, and I still can't open my store. This morning I've sent an email to the Customer Support team but have yet to hear back. If anyone knows how to get past this error, please let us know (and why does the system ask for BOTH an SSN# and an EIN? An LLC should only be required to submit their EIN. A Sole Proprietor would submit their SSN).
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