Why is my SSN not matching on Shopify during free trial?

VaryaMcMillan
New Member
5 0 0

The last few days were very  stressful. Shopify tells - the SSN didn't match the one we have on file.  Yet -I am still in free trial - & was never asked to put my SSN anywhere so far - so WHY do they say   that the SSN  isn't matching ?!!!!    Several days ago - is the first time when I had to provide this information in order to  set up the Shopify payment . The advisors I contacted - told me that my request is processed to the Tax team- why the tax team- is beyond me. 

        I have worked so hard for one month to build up my Shopify website and now I cannot publish it because this issue could continue for weeks.

       Does anybody had a similar issue ? It seems to me it is a technical error. Whom should I contact - to make this thing resolved, it is urgent! Please, advice.

Replies 3 (3)

Kimi
Shopify Staff
1511 169 260

Hi, @VaryaMcMillan.

 

Thanks for reaching out in our Community Forums about this.

 

To confirm, you've previously provided your SSN number to our system when setting up Shopify Payments, is that correct? Where are you seeing the error message that the SSN isn't matching the one we have on file for you? Is it via a red banner on your Shopify admin's homepage?

 

For context, the information that we collect from merchants is a requirement when a store initially sets up Shopify Payments. For the US, we have a list available here on the documents that are required. The collected information and documents are then used by our internal Shopify Payments team, alongside our banking partners, to review your account and ensure that the information you've provided to us is accurate. These standard reviews are carried out across our platforms for stores utilizing Shopify Payments as their payment provider — you can find more information about these standard reviews on this guide

 

You mentioned that a Support Advisor has told you that your request is currently with a Tax team member. To further clarify, our Shopify Payments team consists of a range of smaller teams, which includes our Tax team. The Tax team sounds to be best equipped here to support you with your situation, as they are the ones with access to a store's Shopify Payments account information. Because this account information is inaccessible to merchants via the Shopify admin, to rectify the issue with your SSN you will need to get in touch with our Tax team. If you already have a support ticket open with them, then they should be in touch with you soon to advise you of your next steps.

 

If you don't currently have a support ticket open however, or would like to check that your support ticket is within the right queue, please contact our live support team via the Help Center so that we can further assist. Once logged in on the Help Center, select a topic that best fits your query or situation. From there, you'll be taken to a page with a list of relevant support articles, and you can scroll to the bottom of that page to select your preferred contact method with our team. Our live support team will be able to assist you further from there, and provide you with your best next steps.

 

 

Kimi | Social Care @ Shopify 
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VaryaMcMillan
New Member
5 0 0
Thank you so much for responding. I think this issue was resolved.

I missed to link my business bank account when I set up the Shopify payment.
Once I did that - I was able to put my SSN. looks perfect now.

Everything looks good and my site is published.

Do I need to add anything more as inf.? Are there any requirements? Or I am all set?? Sorry for asking such basic questions.
I am a beginner in e-commerce. No experience.

Kimi
Shopify Staff
1511 169 260

Glad to hear the SSN issue has now been resolved, @VaryaMcMillan!

 

I won't be able to check your Shopify Payments account via the Community Forums here to see if there is anything else that's needed from your end. If your Shopify Payments account is active and there are no red or yellow banners anywhere on your Shopify admin's homepage, you should be good to go and customers should now be able to check out on your store. If you'd like to double check though and make sure that your Shopify Payments account is active, feel free to reach out to our live support team by following the instructions I sent through in my initial reply. They'll be able to verify your Shopify Payments' account status on their end for you.

 

One thing that I suggest you do on your end though, is to test your store's checkout to ensure that the checkout process on your store is operating smoothly and as intended. We have instructions here that you can check, if you need guidance on how to place a test order on your store via the Shopify Payments gateway.

 

With your website, you mentioned that you've since been able to successfully publish it? That's amazing to hear! If you'd like, feel free to link your website here and we can take a look around your storefront to offer you some feedback on it. In the meantime, seeing as you've just recently published your store, I recommend going through our launch checklist here to make sure that you've completed all the necessary steps to help set up your store for success.

 

Looking forward to hearing back! 

Kimi | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog