If your funds are on hold, we need a little more information to get your money moving. We've streamlined this process so you can answer questions, verify your identity, and upload documents all in one place.
Access your case
Sign in to the Merchant Service Center.
Select the Resolution Center.
Find your active case. A Required Actions counter (for example, "2 of 5 completed") shows exactly what we need to move forward.
Complete the required actions
The case page includes widgets to help you provide information quickly and securely.
Answer business questions
Use the Open Ended Questions widget to provide context about your transactions.
Type your answers directly into the boxes (1,500-character limit per answer).
Autosave: your progress saves automatically 3 seconds after you stop typing. A green "Autosaved" confirmation appears.
Focus mode: the box you're currently typing in has a blue border.
Verify your identity
The ID Verification widget uses a secure flow to confirm your identity.
Scan the QR code on your computer screen using your mobile device.
Follow the prompts on your phone to capture your ID and a selfie.
Your status updates in near real time on your computer as In Progress, Submitted, or Under Review.
Submit your information
Once every action item is marked complete, the Submit button becomes active.
Select Submit.
Review the Checklist Summary in the pop-up window to make sure all info is accurate.
Confirm your submission to reach the Receipt Page.
| Note We typically complete our review within 2 business days after you submit your final checklist. You'll receive an email update as soon as a decision is made. |
Troubleshooting
Disabled Submit button: make sure the Required Actions counter shows all items are finished. The button stays unavailable until every task is complete.
Error messages: if you see a red border or a "System Error" while typing or uploading, refresh your browser and try again.
Technical issues: if a persistent error prevents you from finishing a specific task, you may still be able to submit the rest of the case to avoid delays.
Need more help?
If you have questions about your specific hold, our Risk specialists are available 24/7 at 1-800-446-8848.