Help with ShopeePay verification

I cannot verify my account in shopee pay, it says “we are retrieving your information” and its not even done loading yet and it already says “information rejected” why is it like this? all my informations are correct, my pictures are clear and I’ve been trying over and over to verify my account. I have 900 pesos in my account because i refunded an item that i ordered, its been in my account for about a year and i cant get it back because my account cant get verified. Can someone please help me verify it?