I am refused entry to my store after balance card was used for fuard

Accounting & Taxes
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Topic summary

Account flagged for suspected fraudulent activity; access locked and support responses are automated with no timeline or details.

Steps taken:

  • ID provided twice.
  • Proof of billing requested (EIN/Tax ID). Since payment used a balance card, an email billing receipt was submitted and rejected.
  • Security team now insists on tax information (EIN—Employer Identification Number). The poster reports sending it, but also expresses discomfort and refusal to share personal tax information.

Requests:

  • Alternatives to tax documents that could unlock the account.
  • Guidance on reaching a human reviewer instead of automated replies.

Status:

  • No resolution or decisions yet; investigation ongoing and account remains locked.

Open questions:

  • What non-tax documentation is acceptable for verification?
  • How to escalate to a real person in the Account Security Team?
Summarized with AI on February 4. AI used: gpt-5.
1

I need some help figuring out how to proceed with problem. My account has been flagged for “suspected fraudulent activity,” and I am stuck in a loop with their support team.

Here is the situation:

  1. They asked for my ID, which I provided twice.

  2. I keep receiving automated responses stating that the “Account Security Team” is investigating, but they won’t give me a timeline or details.

  3. They asked for proof of billing (like an EIN/Tax ID). Since I paid using my balance card, I sent them the email billing statement/receipt.

  4. They rejected that document and are now insisting on my Tax Information (EIN) and I sent them that.

I am not comfortable sharing my personal tax information with them for this transaction, and I have refused to provide it.

Has anyone else dealt with this? Is there an alternative document I can provide instead of tax info to get my account unlocked? I feel like I’m talking to computers and can’t get a real person to review the proofs I’ve already sent.

Thanks in advance.

2

I like your style. This proper documentation stuff is totally out of hand. If you want something, get it yourself! Right??

3

I don’t understand what you mean? I am asking for help. Shopify is not being helpful at all.

5

Shopify views balance cards prepaid/stored value as high-risk tools often used for money laundering. An email receipt from a balance card provider is insufficient because it proves payment but not identity. Refusing to provide tax information (EIN) for a business account is a critical error. By law (KYC/KYB regulations), payment processors must collect this from merchants. Refusal effectively guarantees the account remains locked. Reply to the existing support ticket & do not open a new one. Submit the SS-4 (EIN assignment letter) or a recent tax filing. If EIN is Truly Unavailable then try to provide a Business License or Certificate of Good Standing from the state. If that too is difficult then, Submit the monthly statement from the balance card issuer that shows the cardholder’s name and the specific transaction to Shopify.

6

I showed them my title to event trailer was the wining ticket. It had my company name and me on it. I was running out of ideas on what I could possibly show them. I show them EIN and that didn’t work. I didn’t know about the money problem. they still have my money lock up.