Business Verification - form won't submit

[MargueriteJ]

I am trying to submit information requested by Shopify in order to continue collecting payments. After completing the form and hitting "submit", the button turns into a spinning wheel, then it reverts back to "submit" without having submitted the information. I don't receive an error message - such as something telling me I missed a field or need to change a format. The information just doesn't go anywhere.

I have cleared browser data and tried again, without results, in addition to logging out and logging back in.

I have until January 17th to submit this information before I'm unable to collect payments. Any advice?

[Summer · Accepted solution]

Hey, @MargueriteJ!

From what you have described, it sounds like you are experiencing a local issue. Local issues are triggered by something on your device or your surrounding circumstances and they can be fixed by local troubleshooting. In addition to what you have already tried, let's perform further local troubleshooting to pinpoint the cause and attempt to fix the error. Please go through the steps below, then try to submit the required documentation after each step, to see if any of these resolve the problem.

• Try a different web browser, as well as an incognito window or private browsing window to rule out any browser issues. When using incognito, if you are still experiencing the error, confirm you have disabled browser extensions as these can change how the pages look.
• Ensure the web browser is up to date on the latest version.
• Try another device, such as another computer or mobile phone.
• Try another internet connection (switching to a cellular network on a phone rather than wifi, for example).
• Try the Shopify Mobile app
• Ensure you do not have any firewalls or pop-up blockers enabled on your device as these can interfere.

If none of the troubleshooting steps solve the concern, we’ll need to access your account in order to investigate this issue. While we’re not able to provide account-specific support via the Shopify Community at this time, our support team will be happy to continue assisting you. You may visit our Help Center

and chat with the AI assistant to connect with a support advisor.

Since this is the next step I've marked this reply as the solution for the benefit of others who may discover this topic. Thanks!

[Summer · Accepted solution]

Hey, @MargueriteJ!

From what you have described, it sounds like you are experiencing a local issue. Local issues are triggered by something on your device or your surrounding circumstances and they can be fixed by local troubleshooting. In addition to what you have already tried, let's perform further local troubleshooting to pinpoint the cause and attempt to fix the error. Please go through the steps below, then try to submit the required documentation after each step, to see if any of these resolve the problem.

• Try a different web browser, as well as an incognito window or private browsing window to rule out any browser issues. When using incognito, if you are still experiencing the error, confirm you have disabled browser extensions as these can change how the pages look.
• Ensure the web browser is up to date on the latest version.
• Try another device, such as another computer or mobile phone.
• Try another internet connection (switching to a cellular network on a phone rather than wifi, for example).
• Try the Shopify Mobile app
• Ensure you do not have any firewalls or pop-up blockers enabled on your device as these can interfere.

If none of the troubleshooting steps solve the concern, we’ll need to access your account in order to investigate this issue. While we’re not able to provide account-specific support via the Shopify Community at this time, our support team will be happy to continue assisting you. You may visit our Help Center

and chat with the AI assistant to connect with a support advisor.

Since this is the next step I've marked this reply as the solution for the benefit of others who may discover this topic. Thanks!

[MargueriteJ]

Thank you for these recommendations. Unfortunately, none of them worked, so marking this as a "solution" might be a little misleading to others experiencing the same issue. I've tried a different web browser, a different computer on a different network, the mobile app, an incognito browser session - all with the same results. I'll be opening a support ticket.

[onazjid]

I also am experiencing issues and I use the app and different browser. Not sure what the pinpoint cause is besides maybe my social isn't good enough haha

[Summer]

Hey, @onazjid!

I'm sorry to hear local troubleshooting didn't work for you as well. As per the accepted solution, please reach out to our support team and create a support ticket so we can access your account and investigate. Thanks!

[Kaare-aerosox]

I'm experiencing the same problem. Has a solution been found?

[MargueriteJZest]

Yes, you’ll have to open a support ticket. Mention in the ticket that you followed all these trouble shooting procedures (they’ll still probably ask you to do them again) and ask for it to be escalated to an investigations team. It took a couple of days but the support specialist who contacted me via email was able to submit the form on my behalf. Give yourself plenty of time before it’s due date in case the process takes longer than it took for me!

[nattyerik]

Hi how long did it take for a specialist to reach out after your ticket was escalated?

[MargueriteJZest]

If I remember correctly it took about a week, but they were able to resolve
the issue.

[Summer]

Thanks for sharing the outcome you had with the troubleshooting, @MargueriteJ! As mentioned in the previous response, part of the solution is contacting our support team so I'm glad you've decided to do so. They will be able to access your account and investigate. I hope the issue has been resolved now!

Should you have any other concerns or questions, don't hesitate to create a new post on Shopify Community.

[biteswithbrea]

Summer 

I have been trying to post this but it won’t let me.

recently signed up for a store.  When I went to verify my business with my EIN and other information I got an error and needed to upload documentation, that was on May 19, 2024. I have been waiting all week for them to review and approve.  I have been promised another escalation with no turn around time, agents who leave chats before I’m done asking my questions and others who tell me to do things I have done and aren’t actively what I am saying and explaining.

Really looking for advice and a concrete update so I can focus on running my business.

[Shay]

Hi @biteswithbrea 

Thank you for sharing that feedback with us here. I definitely understand your concern and desire for an update on this matter. Can you share your ticket number(s) related to this matter with me? It's important to note that our community team doesn't have direct access to merchant accounts or tickets but we can flag tickets for a review and ensure you are getting the support you need. These reviews do take time in some cases and our standard support doesn't have access to the turn around times for reviews of this nature. 

[biteswithbrea]

47899955

47898554

47664903

47880180

47848256

Are all my tickets only 2 are opened.  My bank found the money.  I’ll have it Tuesday.  The business verification is putting a sour taste in my mouth experience wise.

Thanks 

BitesWithBrea 

[Shay]

Thanks for following up with those ticket numbers. I was able to confirm that the ticket number "47664903" is open and escalated to the appropriate team for support. 

At this time there won't be anything more our standard support is able to do, these reviews are handled by a team separate from them. The ticket is where it needs to be and they will be following up with you soon.

If you do have additional questions please feel free to share them with me here. I'm happy to help if I am able. 

[biteswithbrea]

Thank you.  I will add it would be nice if n expectation could be given to customers having issues.  I’ve been waiting on resolution since the 19th.  

[Shay]

I totally understand and that is a completely fair request. Wait times can vary greatly, but we do see reviews of this nature taking 5-10 business days in most instances. It can be longer though in certain cases. 

[JonathanNiels]

Having the same issue here as well. After uploading my utility bill I receive an email asking me to verify my identify and leading me back to the same form where I uploaded my bill only moments before. There's no feedback on the status of processing nor any problems found so it's not clear what to do next.

Seems to me that the verification process is malfunctioning / broken at the moment.

I raised a support ticket, hoping to get this resolved.

[ForceDefrappe]

Did They find a solution I'm having the same issue 

[bella14]

i also have the same problem and don't know how to fix it

[Melirosete]

I am having this problem as well. Furthermore there doesn’t seem to be any customer service just automated responses. I tried all the suggestions above and nothing works 

[nattyerik]

did you ever solve it

[Stayradllc]

Having the same issue! I have ready customers too. 

[joeporterme · Accepted solution]

maybe this will help someone because it worked for me.  I put in my SSN and EIN number in WITHOUT DASHES and it worked.  I had tried over and over again copying and pasting my EIN number from the documents, which includes a dash.  Removed the Dashes and magically it worked for me. 

[biteswithbrea]

Nope no dice with that unfortunately but thanks for the idea