Can't Get the System to Verify My Identiy

[SewHumble]

I have been trying for MONTHS to get the system to Verify my identity.  I have a US account so square should be able to see that i'm a legit person / business.  But i now live in Canada for a few years and am trying to get my Canadian Square system set up and activated.  I have a Canadian SIN number and bank account and i CANNOT get the system to Verify me so i can start using the Square system at craft fairs.  I have called Customer Service 5 times.  They just keep asking if i have moved in 6 months or changed my name... both NO!  I'm desperate and need someone to manually check this and override the system some how and Verify me 😞

[Kassi_]

Welcome to the Community, @SewHumble - 

Sorry to hear you're having issues getting your identity verified. How many times have you tried to verify your identity on the new Canadian account? 

Also, did you sign up on the Canadian or US site? 

I will keep an eye out for your reply👀. 

[SewHumble]

well i've had to do it with two different emails (because unbeknownst to me you have only like 5 tries and then it locks that email out from EVER getting an account with square...according to the people i talked to AT square) .

i'm not sure what attempt i'm on with the new email address... i'm guessing i'm at the end of my tries.  I am trying in the canadian side b/c this is a totally separate side to the US.  i even asked if they could just transfer my us account to canadian and they said no... that i needed to create a whole new account in the CA side... so i did.  i'm afraid to try it online again bc then my email address will be "locked out" and i can't keep creating new email accounts just for Square to get their act together. 😞 

[SewHumble]

i've been trying for over 6 months now nearly to get this glitch figured out.  I went and got a Canadian SIN number, the country doesn't require me to have the HST number because i don't do enough volume in sales.  I am a US Military Wife and we are stationed in Canada.  I have been trying to launch my sewing business here for 2 years but thanks to covid that's been a flop, but now things are opening up and i really want to start doing all the markets and fairs here but it just won't be worth it if i can't take credit cards... people don't spend $$ if they have to only use cash.  i have one more year up here and would really like to feel like i'm being something more than a lump on my couch, but this road block is really defeating me!  i just don't understand why i can't speak to someone in this department at Square and sort it all out. 

[Ria]

Hi @SewHumble - Welcome to The Seller Community, it's always nice to see a new face 😊

I totally understand how this roadblock could be frustrating.

Identity Verification is an automated process and while we do not have the capability to override this decision or manually approve you for card processing, I did want to invite you to contact support if you'd like.

Phone support is available Monday - Friday 6 AM - 6 PM PST. The telephone number is (855)700-6000.

Due to the public nature of The Seller Community we are unable to access specific account details through The Community. 

side note: I appreciate your spouse's service. 

As always, feel free to stop by The Community with question, concerns and even feature requests. We are more than happy to assist. ✨

[SewHumble]

So what will contacting Customer support do for me?  Every phone call i've made has led to the same question being asked of me at minimum 10x per phone call.  Have i moved in 6 months (NO) have i changed my name in 6 months (NO) did you spell your name right? (Yes).  well we just recommend you try again.... so if you can assure me that calling AGAIN will lead to a fix of this problem i'm happy to do so.  But if this next call is going to be like the last 5 with the repeat of the same questions over and over throughout the same phone call i'll have to hard pass.  i'm happy to go through the pain if its going to lead to some kind of solution.  So if someone can FIX this issue... then i'm happy to have someone call me! 🙂

[JJ_]

Hello there @SewHumble 

Square recently made it possible for Sellers to get one more chance to be able to be manually validated. This time when reaching out to our support team please let them know that you would like to have your documentation to be escalated for identity verification. 

We appreciate your patience and understanding that we do not own our identity verification process and in this case, this will need to be escalated to be reviewed.

I hope this information is helpful!

[SewHumble]

ok thank you.  i'll try that. i thought it had already been escalated and my phone number was taken ... AGAIN.... and i was told that someone would be in contact with me... and i never got a call.  but i'll call back again when i get back in country. away for a short bit at the moment. thank you for your input!!