The 10-year-old and her mum planned to donate 20% of their profits to local charities that are helping local communities during the pandemic - but hit a problem.
PayPal, the online payment processor, refused to release money from their account, leaving thousands of pounds in donations stuck in limbo.
Mum Jo said: "We had to go through some initial security checks, which was fine and we totally understood that.
Then more security checks came and it's just been ongoing for five weeks now, and we've not been able to access any of the money in our account. At the moment £5,000 to £6,000 is on hold for the charities but obviously PayPal are holding a lot more than that."
ITV News Central contacted PayPal and this afternoon they told us:
PayPal has served UK businesses and consumers for almost 20 years. Now, we want to reassure business owners everywhere that, during what is one of the greatest challenges our economy and society have faced in recent years, PayPal is committed to supporting them, and helping them succeed. However, as a matter of prudence and in compliance with the law, we need to continue applying a few checks on new accounts, to protect PayPal and other customers. To comply with anti-money laundering and 'Know-Your-Business' regulations, PayPal needs to verify the identity of our customers. We typically do this once the customer has opened the account and is receiving payments through it. We generally request more information when a customer reaches a set limit or based on activity on their account. We will ask a customer to provide more information about themselves and their business before they reach any limit that will restrict how they use the PayPal account. This is simple to do, and we give customers early warning when they are approaching these limits, so they can provide the necessary information and get verified before we apply any limitations on using their account. Whilst we can't comment on specific cases, we apologise for the inconvenience caused and are pleased to say the situation has now been resolved.
Millie and Jo's PayPal account has now been unlocked following ITV News Central's inquiry, and they're now able to help their chosen charities.
The family have now moved to another online payment processor
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