activate account- ID verification

[PAFN]

We have a number of other Square store accounts (no issues) and have set up a new Square store account one for our Gift Shop as each business entity of our non-profit must have its own Square account. Square HW is set up and inventory loaded. went to do last step of "activate account" that requires ID verification. It verified my ID as good but then when comes back to Square to finish the process to be able to process payments through Square (the whole point of using Square for us), we got error message that can't complete. Tried doing it twice, verifies use's ID as good but  same error msg. Now we can't even get it to start the ID verification process.

Got nowhere with Square support being able to fix that is and being told there's no way to fix this problem because on their backend it shows as denied. Square support says we have to create brand new account but cant use same email or owner credentials which isn't an option for us.

Looked through Square help and can't find anything so hoping you can answer these questions

1. How many attempts do you get to verify ID/activate account. recall seeing something before saying 4 attempts. we've only tried 2x but are being locked out

2. Does it matter who does the verification i.e. who provides the personal ID? Don't recall seeing anything about a specific user with specific user permissions having to be the one but the Square support person said it can only be the user with  "owner" permissions. Our verification was done with ID of user with team permissions

3. Does ID verification fail on Square end if the address on ID of user who's trying to do the account activation/payment processing verification isn't same as the address listed for them in Square ie. ID has home address but address in Square has business address.

[MayaP · Accepted solution]

Hey @PAFN, thanks for joining our Seller Community! 👋

I understand not being able to activate your account with limited information would be frustrating. For your privacy and account security, I can’t access the information entered when you applied, and we are limited in the details we can provide. 

If you have applied twice you can reapply. I apologize we cannot provide the number attempts sellers get to apply. If you do try again below are some things to keep in mind:

Note: Do not include accent marks, symbols or special characters, as this may cause ID Verification to fail.

• Did you enter your Social Insurance Number?: While this information isn’t required, we find that those who provide an SIN during signup have significantly higher rates of approval. Rest assured, all information submitted to Square is encrypted and stored securely in our servers. Read more about security and privacy with Square.
• Has your name changed in the past 6 months?: Try entering your legal name before it changed.
• Did you enter a business name or address in the personal info fields?: Make sure to provide us with your legal name and home address.
• Have you changed your home address in the past 6 months?: Try entering your home address prior to moving.