Shopify Payments is on hold and needs to be updated with inforamtion

[CountryGirl1]

My Shopify Payments is on hold due to inaccurate information.  I have an EIN number and it's wanting my social security number instead because I'm a Sole Proprietor and the IRS needs my social security number instead of the EIN number. I'm not able to update this information myself. I have a ticket open for this, 53640015.  I received an email today (see below).  I need to get this fixed so I can use my store.  Can someone please help me with this?  Not being able to talk to a real person makes this type of issue difficult. Thank you!

Hello Susan Mines, Your recent application for Shopify Balance and the Balance Card was not approved because we couldn’t verify your identity within 30 days.

If your store becomes eligible to apply for Shopify Balance again, we’ll contact you. Sincerely, Shopify Balance