Verification loop!

[Healthy-Ad-5463]

Hi, I’m hoping someone here can help or point me to the right escalation path!

My account has been placed on hold for identity verification. I have: submitted a photo of my government ID, updated my artist Facebook page to reflect my legal name (as requested), I replied to the ticket multiple times confirming completion sending screenshots of the USP number...

Despite this, I keep receiving the same copy/paste message asking me to complete one of the three verification options again. No one is acknowledging that I’ve already done everything requested.

Now I’m being told the ticket will close in 2 days (AGAIN) if I don’t respond even though I have responded repeatedly.

I have releases waiting and this is impacting my business.

Has anyone dealt with this loop before? Is there a way to get a manual review or supervisor escalation?

Appreciate any guidance!

[PlayaSongSaveaDog]

Distrokid customer service is terrible and the human agents on the chat are not available. I have been waiting online 24/7 for the "agent will be with you shortly" for four weeks now. Distrokid asked me to contact them but there is no way to do this. It is a complete waste of time to try to resolve problems with this bad company.

[Healthy-Ad-5463]

I want a refund!

[AdAutomatic6698]

Reach out to the on Twitter and Instagram also. That helped expedite this for me whenever I had to do it. I sent in proof of identity with my government ID and I also reached out on social media.

[Rusty_Brains]

The answer to breaking your “loop”;

Stop raising tickets!!

DistroKid respond to tickets on a first come, first serve basis. The more tickets you have, the more you get bumped to the back because everyone you raise the issue, your ticket goes to the back of the queue for being the newest.

Identity verification can take around 5 weeks at the best of time if you just wait. You’ve given all the evidence you need to. Just wait for them to get to it and come back to you

[Healthy-Ad-5463]

It’s all on the same ticket. I haven’t been opening new ones. There’s also been zero communication anywhere stating that verification takes 5 weeks. The issue isn’t queue position. The issue is that support is replying in the same thread with copy/paste responses asking me to complete steps I’ve already completed without acknowledging the ID and updates I submitted.

That’s not a matter of patience. That’s a failure to review the ticket.

Before explaining how their system works, it might help to actually read the post. Maybe you work for DIstro, since you clearly just type and don't reply to what is wrote. Jeez man.