Troubleshooting Seller Registration and Verification Issues on Rootsy

Having trouble creating your Rootsy seller account or completing the registration process?

Rootsy welcomes eligible Canadian businesses, including sole proprietorships, corporations, and partnerships. During registration, you'll provide personal and business information, set up your store, enter banking details, complete applicable verification steps, and activate your seller subscription.

This guide covers common problems you may encounter and how to get assistance.

1. I Can't Complete the Seller Registration Form

If you're unable to proceed to the next registration stage:

1. Review all required fields marked with an asterisk (*).

2. Check that your first name, last name, email address, and phone number are entered correctly.

3. Confirm that your password and password confirmation match.

4. Ensure you've selected the appropriate business type.

5. Check that you've provided the applicable business and tax-registration information.

6. Review and accept the required terms and policies.

7. Follow any error messages displayed on the screen.

If the issue continues, contact Rootsy Customer Support with the name of the registration step and the error message.

2. My Email Address or Phone Number Isn't Being Accepted

Check that:

• Your email address is entered in a valid format.

• There are no extra spaces or typing mistakes.

• You've selected the appropriate phone country code.

• Your phone number contains the correct digits.

• You're using accurate contact information that you can access.

If the website indicates that an account already exists, try signing in instead of creating another account.

If you cannot access an existing account, use the available password recovery option or contact Rootsy Support.

3. I'm Having Trouble Entering My CRA Business Number or GST/HST Information

Rootsy requests applicable business registration and tax information during seller onboarding.

If you're experiencing difficulties:

1. Verify your CRA Business Number, if applicable.

2. Check your GST/HST registration status.

3. Confirm that the information matches your business records.

4. Ensure you've selected the correct business type.

5. Review the format requested by the registration form.

Not all businesses have identical tax-registration obligations.

If you're unsure whether your business requires a CRA Business Number or GST/HST registration, consult the Canada Revenue Agency or a qualified tax professional.

Rootsy Customer Support can help with technical registration issues but cannot provide individualized tax advice.

4. My Identity Document Won't Upload

During registration, Rootsy may request identity verification documents.

If your upload isn't working:

1. Confirm you've selected the correct identity document type.

2. Check that your file uses a supported format, such as JPG, PNG, or PDF.

3. Ensure the document image is clear and readable.

4. Check that the entire document is visible.

5. Avoid cropped, blurry, dark, or distorted images.

6. Review any file-size or other upload requirements displayed on the registration page.

7. Try uploading the file again.

If you receive an error, record the message and contact Rootsy Support.

Important: Do not email sensitive identity documents unless Rootsy has provided an approved secure submission method.

5. My Proof-of-Address Document Isn't Being Accepted

Rootsy may request proof of address as part of seller verification.

If you're having difficulty:

• Select an accepted address document type.

• Ensure the document is complete and legible.

• Check that the relevant address information is visible.

• Confirm that your registration details are accurate.

• Review any instructions or rejection messages.

If Rootsy requires a different document or corrected information, follow the instructions provided through the approved verification process.

6. I Can't Continue Past the Store Information Section

During the Store Information stage, you'll be asked to provide details about your business and storefront.

Check that you've completed the applicable fields, including:

• Shop name.

• Shop description.

• Business category.

• Shop language.

• Province or territory.

• Currency.

• Business registration and revenue information, where required.

• Business address.

• Billing and shipping-related addresses.

If you've selected an option indicating that an address is different from your business address, ensure the additional address fields are completed.

Review any error messages before trying again.

7. My Banking Information Isn't Being Accepted

Rootsy requires banking information so eligible seller earnings can be paid to the seller's registered account.

The banking section requests information such as:

• Bank name.

• Account number.

• Transit number.

• Institution number.

• Bank address.

If you cannot proceed:

1. Confirm the information matches your bank records.

2. Check the account, transit, and institution numbers for errors.

3. Complete all required fields.

4. Review any validation messages displayed.

Important: Banking information for payouts is separate from the credit card or payment method required for subscription billing.

Do not send complete banking details through an unsecured support message.

8. I'm Having Trouble Setting Up Two-Factor Authentication

Rootsy offers an Authenticator App option during seller registration.

If you're having difficulty:

1. Confirm that you're following the current instructions displayed by Rootsy.

2. Check that your authenticator app is properly installed.

3. Ensure your device's date and time are set automatically.

4. Enter the current verification code if requested.

5. Check whether the code has expired and try a new code where appropriate.

The registration process may also display Skip & Finish, allowing you to skip initial 2FA setup.

Rootsy strongly recommends enabling two-factor authentication to protect your seller account.

If you lose access to your authenticator app, contact Rootsy Customer Support for assistance.

Never share verification codes or authenticator setup keys.

9. I Can't Activate My Six-Month Free Trial

Rootsy offers eligible new sellers a six-month (180-day) free trial of their selected subscription plan.

The current monthly subscription prices are:

A valid supported payment method is required to activate the trial through Stripe.

If you're having trouble:

1. Confirm that you've selected your preferred subscription plan.

2. Review the trial and billing information displayed.

3. Enter the requested payment details accurately.

4. Check whether additional verification is required by your bank or payment provider.

5. Follow any error messages displayed by Stripe.

6. Contact Rootsy Support if the problem continues.

Important: The subscription fee is not charged during the six-month trial. Subscription billing begins afterward unless the subscription is cancelled beforehand.

Other applicable marketplace transaction fees may still apply.

10. My Subscription Payment Method Is Being Declined

A payment method may be rejected for several reasons, including incorrect details, card restrictions, or payment-provider verification requirements.

Try the following:

1. Double-check your card information.

2. Confirm that your card is active and permitted for online transactions.

3. Follow any bank verification instructions.

4. Contact your card issuer if the transaction is declined.

5. Try another supported payment method if available.

Rootsy uses Stripe for subscription payment processing.

Rootsy Customer Support cannot override a payment authorization decision made by your bank.

11. My Registration Is Complete, but I Can't Access Seller Features

Some seller features may depend on completing applicable onboarding, account verification, and subscription requirements.

If you can sign in but cannot access a feature:

1. Confirm that you've completed all required registration stages.

2. Check for any outstanding verification requests.

3. Review your subscription status.

4. Check for account notices or instructions.

5. Contact Rootsy Customer Support with details of the unavailable feature.

Submitting registration information does not automatically guarantee seller approval or unrestricted marketplace access.

12. My Registration Page Is Frozen or Not Loading

If the registration page becomes unresponsive:

1. Check your internet connection.

2. Confirm that you're using an updated browser.

3. Disable browser extensions that may interfere with website functionality.

4. Try opening the registration page in a different supported browser.

5. Avoid repeatedly submitting payment information if you're unsure whether the previous attempt succeeded.

6. Contact Rootsy Support if the issue continues.

If you've already completed a registration stage, check whether your information was saved before entering it again.

Frequently Asked Questions

Can I register as a sole proprietor?

Yes. Rootsy's seller registration form includes Sole Proprietorship, Corporation, and Partnership options.

Do I need to upload identity documents?

Rootsy requests applicable identity and proof-of-address documents during seller onboarding.

Follow the document requirements displayed on the registration form.

Why does Rootsy need both payment and banking information?

They serve different purposes:

• Subscription payment method: Used to activate the free trial and pay subscription charges after it ends.

• Banking information: Used to receive eligible seller earnings and payouts.

Is a credit card required to activate my free trial?

Yes. A valid supported payment method must be provided through Stripe to activate the six-month trial.

Will my subscription be charged during the trial?

No subscription fee is charged during the six-month free trial. Subscription billing begins afterward unless you cancel beforehand.

Can I skip two-factor authentication?

The current onboarding process includes a Skip & Finish option. However, Rootsy strongly recommends configuring an authenticator app.

How long does seller verification take?

Verification timing may depend on the information submitted, whether further checks are required, and the applicable account review process.

A specific approval timeline is not guaranteed.

What if I entered incorrect information during registration?

Correct the details using the available registration or account settings.

If you cannot change the information, contact Rootsy Customer Support for assistance.

What if my verification documents are rejected?

Review the instructions or rejection message, prepare corrected documents, and follow the available resubmission process.

What if I already have a Rootsy buyer account?

Rootsy has separate buyer and seller registration processes.

Use the dedicated seller login and registration options when creating a seller account.

Contact Rootsy Seller Support

If you're still having trouble with registration, identity verification, banking information, or subscription activation, Rootsy Customer Support is here to help.

Support Centre: https://support.rootsy.ca/support/home

Email: support@rootsy.ca

When contacting support, please provide:

• Your registered email address.

• Your store name, if already created.

• The registration stage where the problem occurred.

• A description of the issue.

• The exact error message, if available.

• A screenshot with sensitive information removed, where helpful.

For your security, never include passwords, full payment card details, one-time verification codes, or complete banking information in your message.

Rootsy — Stronger Together, Locally Rooted.