Payouts Paused No Help from ABNB Support Staff

[Christie230]

My payouts have been paused.  I keep getting sent the same link over and over to upload my document ID (license).  I will not let me upload it as the status has a green check as though it is done.  I keep calling and messaging support but they keep telling me the same thing that I need to upload my ID, but before I can send screenshots or even when I do they close the case.  I cannot upload an ID when their links say I have already uploaded the ID.  I had another support person ask for a business verification, which I did provide, however I still am not getting a response when I asked if that was all that was needed.  I still get from the support calls to upload the government ID. 

In one message they said

"....The email says "Urgent: Add required hosting details".

If you still face the same issue, you can call us anytime, and we shall assist you with the same. We understand your problem. However, at this point in time, we’re unable to meet your request as our internal policy does not have any clause for this issue. We’d like to apologize for that.

For now, I will be closing this message thread, but please know that we are here with you, all throughout your Airbnb journey. So if ever you need assistance or have any questions, please don't hesitate to reach out to us. We will be happy to help you."

I don't know what else to do at this point.  I am being told only a special team can help me and they will reach out to me, but no one can tell me anything beyond that.  Everytime I call I am on the phone for an hour or so just to be told the same thing.  Upload your ID.

[Joan2709]

@Christie230 

Try going directly to your Account to do this and skip the link they are sending...the link doesn't appear to be working correctly:

Try this:

Click Your Profile Photo

Choose Account

Choose Personal Info

Choose Government ID

Click Add

Upload Photo ID

Please let us know here if this works, as several other Hosts also with payouts suspended and cannot upload their photo ID and are also stuck in the endless loop trying to click the link, only to see a screen that their ID is verified with a green check mark.

@Rebecca can you forward this to the appropriate Team at Airbnb? The email link I believe is taking them to the old Action Needed callout which ends up in an endless loop as it says their ID is verified. The team sending these email links to Hosts to update their photo ID needs to either fix the broken link in the email, or direct Hosts to go to their Account and upload a government ID instead. Below is a screen shot of the old callout and what happens when you click it:

[Christie230]

[Christie230]

Its been like this since January 2nd, thanks for the response!

[Joan2709]

@Christie230 

Oh brother 🙄 What a pain!

Ok...try going to this other area...

Switch to Traveling

Click Your Profile Photo

Choose Help Center

You should see this callout:

See if it lets you upload a new photo when clicking "Check Identity Verification Status".

If not, ask Airbnb to delete the Govt ID on your account, so you can upload a new one. Let us know if either works....

[Joan2709]

@Christie230 

Try switching to Traveling...see instructions below.

Other Hosts have mentioned that sometimes the issue is because a Co Host has not verified their identity. Do you have any Co Hosts on your listings?

[Christie230]

No co host on my listings.

[Christie230]

I was flagged by Airbnb for inaccurate information.  I would like to rephrase.  Support tells me I need to upload my ID and then say that only the specialized teams can help me.  They then tell me they will send a message to the specialized teams who are only available via a messaging through support.

I would also  like to add that one person did also, ask for a business verification document (not sure if this was specialized team, I couldn't tell who it came from other than ABNB).  I did provide that as well, but when I asked if that is what they needed, I never received a response.  As of today however support still thinks I need to upload my ID, they don't know anything about the business verification document.  That may add some context.

[Joan2709]

@Christie230 

Were you able to upload your ID when switching to traveling? 

If not, then Airbnb needs to delete your photo ID so you can upload a new one. Be sure the photo ID matches the information on your account and the information you sent them. I believe they also do a match to IRS records, so all that info has to match.

[Christie230]

Thanks!  Will try and respond back!

[Christie230]

Thanks for the advice!  Deleting the ID and then uploading it again seemed to flag the specialized team.  As soon as I re-uploaded the ID, I received a new message thread from someone telling me to upload another document via a new link, that they did not need my ID and not to delete it again. That link, of course did not work. I immediately sent them a screenshot of what I was getting, I sent them a screenshot of the actual document again, I sent them a screenshot of my current business information in Airbnb to show that nothing had changed.  They have put my payouts as open and no longer pending!

Here’s my advice if this happens to someone, remove and re-upload your ID. I would do this late at night because I think that’s when the specialized team works.  Be prepared to respond immediately (within 2-3 hrs). I find that if you send these type of things during business hours or respond during US business hours, it takes longer for them to respond. One person told me he can only respond to me between 7 PM and 2 AM. I learned that I have to be on their schedule, not my schedule.  From what I was told cases stay open for 24-48 hours, so if your not able to respond quick enough to them your case could get closed and then you have to start over again.  Thanks again!