Verifying Business Information

[Jim260]

Has anyone had issues with Airbnb not communicating about what the issues are with business verification?  We changed our business address last year and so, this year, entered the correct address.  We then learned that our business verification did not go through.  It's been over a month and they are holding back all of our money!  I've reached out now 5 or 6 times to try to understand what is happening but no one will get back to me.  I'm not even 100% sure if it's the business address change that's the issue.  They just simply won't respond.  Every time I call the Super Host help line, they say they can't help and they'll notify the 'specialized team'.  Any thoughts or hints would be much appreciated!  Thanks!

[Joan2709]

@Jim260 

Yes...many other Hosts having issues with KYC. Apparently the links in the emails requiring documentation don't work correctly? Here is a thread from another Host and how she finally resolved it. 

"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 you’re not able to respond quick enough to them your case could get closed and then you have to start over again.  Thanks again!"

https://community.withairbnb.com/t5/Help-with-your-business/Payouts-Paused-No-Help-from-ABNB-Support...

[Jim260]

The Airbnb compliance team is the ABSOLUTE WORST!  They held our money for over 6 weeks claiming that our business information was incorrect. I spent hours on the phone and via messages asking for clarity. I resubmitted the information so many times, I lost count!

In the end, the issue was that the address on the initial filing receipt from 6 years ago was old and didn't match the new address I was entering.

All they had to say was: "The address you submitted is different than what is on your Fed ID filing receipt."  Instead, here's the response we got: "so we would request you to please update your business registration number and Business name ".  Nothing about an address!

I kept submitting it over and over and they kept replying with the same freaking response.  

When you ask someone to update their business records, the logical assumption is to provide the current information.  It's seriously inexcusable.

[Joan2709]

@Jim260 

How were you eventually able to figure it out? Did you delete your ID to get their attention?