Documentation needed to change your tax details

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My client has a shopify store that's doing really well. However, when I created the store I used his stage name. But when my client added his legal information, he used his government name. Now Shopify is holding his payments until the tax information is scanned in.  Here the thing, my client upload his documents TWICE and Shopify is giving us the run around. customer service is of no help and they admitted they cant do anything for us. This problem is well over three months old. My client is serious considering going to WIX or Esty. Can anyone help me with this?

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