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Hi Sellers and Amazon Support,

I’m encountering a serious issue when trying to access my Amazon Seller Central account. Every time I log in, I receive the following message:

Not Authorized – You do not have access to merchant A39Q5DAXTC117G. Please pick a different merchant or marketplace.”

🛑 I’m completely locked out of my seller account and cannot manage any listings, orders, or account settings.

🕒 This started on June 15, 2025, and I’ve tried the following:

Switching accounts

Clearing browser cache

Trying multiple devices and browsers

Nothing has worked so far.

Has anyone else experienced this issue?

I need urgent help or guidance on how to fix or escalate this. If this is a system bug or linked to a suspension or permission change, please advise the proper steps.

Thank you in advance

I have had zero violations on my account. I built this business by myself over 4-5 years and it has become my main source of income - so this is quite depressing.

Amazon requested me to send them documents proving I'm a UK established business that pays VAT. They never formally rejected my documents - they just kept spamming the same performance notification asking me for the same information over and over again.

About 3 weeks in, and after having about 3 phone calls with account health, it turned out that the address they wanted me to prove was my OPERATING address instead of REGISTERED address. I gathered as much evidence as I could since then (utility bills, commercial invoices etc). and sent it to them. Since then it has been a wild goose chase. I've had to send this information multiple times too, and to multiple email addresses (all of this under the advice of account health).

It has been 6 weeks since I sent the last bit of information they asked for and I have had no response. I have lost over £150K worth of sales and paid over £15K in storage fees in these 3 months. Every time I call Account Health they tell me all I can do is wait. The more I wait, the more I lose in storage fees. They refuse to give me any rough estimate whatsoever on when this will be complete - I could still be waiting next year for all I know.

This has just an extremely stressful and depressing past few months. I did nothing to deserve this - this is just Amazon refusing to look at the documentation and reinstate my account at this point. This issue has been escalated twice in the last week. 5-6 days ago I received an e-mail from the "specialised team" it has been escalated to telling me I'll hear a response within 72 hours. They have not responded.

I'm not sure what to do at this point. Do I just accept that the accounts gone? I can make a new company, new seller account, and pay another £15K or so to get stuff removed from the Amazon warehouse but it's always in the back of my head that by the time this is all done my actual account will be reinstated by then. It's a frustrating dilemma. Really seems like Amazon is just torturing me at this point. Has anyone been through anything similar? Any advice?

Every time I contact Seller support ,

I am always made to go around in circles until I give up

it has got to the point , where I no longer wish to contact them and if i do

I am dreading reading their reply

Hi I have been ignoring the alert to update my selling information and today saw my account put on hold until i uploaded the info required. I did this earlier today and submitted but nothing has changed. Tried submitting multiple times but still nothing. Spoke with seller help and they said i haven't yet pressed submit. Tried using different docs and still no change.

Does this normally take a while to be looked at or should it be pretty instant? After i click submit the next page says the information is being reviewed and the page will refresh in 30 seconds. After a minute or so it refreshes and prompts me to "review and update my selling on amazon account information". Back on the dashboard there is nothing to say my uploaded information is under review and there is no sign of any change after pressing submit except I get a performance notification which states "We are conducting a review of your Amazon Payments Account. We need additional information or documents to continue with your account verification. In accordance with regulations, you must complete an account verification process. Please go to the Identity Information page to provide the required information or documents:"

Am i doing something wrong? My account has been on hold all day and I can't see how to get it back active again. I have checked each document fits the criterea they have asked for and that all information provided matches.

Many thanks for any help that can be offered!

So the seller has returned one of my items to me that I sold to him. He used one of the prepaid labels from Amazon. Evri have now gone and lost the parcel. I was told my Amazon customer service to raise a SafeT case. I have raised this but had no luck they have denied it. they say Evri is responsible for lost parcels. I have contacted the evri bot and finally someone has emailed me after a week so say they aren't responsible for reimbursements and to contact Amazon as they provided the label. So now I'm stuck I have paid for a label and lost my item. Who is really responsible for a reimbursement in this situation. Both Evri and Amazon seem both impossible to raise this with.

I have now spent three weeks trying to get my application accepted but never get a clear answer as to why not. I have uploaded a document which matches exactly what the tick boxes ask for and yet no one can give me a reason as to why it's being declined.

Unfortunately feel like I'm getting no where with it.

My case ID is 11201289632 - Please if someone could take a look and actually give me a proper written response rather than a copy and pasted auto-reply.

Hi,

Can anyone please help or point us in the right direction. Is there a specialist escalations team or contact email to help resolve our problem? Has anyone experienced this before? Thank you so much in advance.

Sorry for the length of this message.

• Our problem:

Despite being granted exemption from Valid Tracking Rate (VTR) in July 2023 (Case ID 8840550782), our FBM furniture listings (on Amazon.co.uk) were deactivated on May 21st 2025 “due to low Valid Tracking Rate”.



We have spoken with Account Health, who advised we submit an appeal. However, the two appeals have been declined, each citing that “to avoid low VTR and potential deactivation, we should use one of Amazon’s integrated carriers”. No acknowledgement that our FBM furniture offerings are exempt, even though we included the aforementioned case ID in our appeals.

After the failed appeals, Account Health advised that we should contact Seller Support in a new case ID and request that they confirm the exemption - even though exemption was, and still is, confirmed in a previous case ID(!!). Upon speaking with Seller Support, they stated that they can not confirm exemption if it has already been confirmed in a different case ID.

We are at a complete loss and don’t know who to turn to, to get our case resolved.

• Our exemption from VTR:



The reason we were granted exemption from VTR in July 2023, is because the heavy and large (non-palletised) freight we send, is too large and heavy to go via any of Amazon’s UK integrated carriers. Therefore orders are self-delivered using our own logistics. Deliveries are arranged and booked in directly with the customer, so that they know exactly when to expect it, including a 3 hour time time slot on the day. As this is an arranged booking service, "tracking" is not available. It is a white-glove delivery service, with detailed POD photos taken with each delivery.
Since using our own logistics, we have all but eradicated customer complaints and A-Z claims which would be related to transit damage or lost packages using alternative carriers.

Yet despite exemption from VTR and demonstrating excellent delivery performance and positive feedback, our listings have been deactivated.

• Seller Support to date:

We currently have an open case (ID: 11148219922) with Seller Support which has been a “Work in progress” since 27th May. The case addresses all of the above with much back and forth via chat and phone calls. We were assured via the latest chat (on 3rd June) this would be escalated as “high priority” with an internal team. Yet we have not received any updates or resolution, and it has been 17 days since we created the case, and 23 days since our listings were deactivated. We are growing incredibly anxious.



We are a very small business, and the business supports me and my family which includes 2 very young children. This is our livelihood. And each day our listings are deactivated is costing us and our business dearly.

If an Amazon community support member is reading this, please find I have copied a snippet of Amazon’s VTR article below with the clear reference to VTR Exemptions using self-delivered shipments and own logistics - see the last bullet point:

VTR exemptions
- As per Amazon's VTR FAQ and help article:

https://sellercentral.amazon.co.uk/help/hub/reference/G201817070

"We don’t calculate VTR for the following Fulfilled by Merchant shipments:


* Cross-border shipments below £20: Shipments to and from Germany, France, Italy, Spain, the Netherlands, Portugal, Poland, Austria, Sweden or Belgium below £20 (including shipping, excluding VAT) are exempt from VTR if shipped using a “letter” method.

* Untracked Royal Mail 1st and 2nd Class Letter stamps and franking are exempt from VTR if purchased through Amazon Buy Shipping (at no extra cost).

* Digital products such as audiobooks.

* Self-delivered shipments (that is, shipments that are delivered using your own logistics)."

Thank you to anyone who can help or tag someone who may be able to assist and help resolve this.

Best wishes,

Marion

I have been stopped on Amazon and told to appeal because of my VTR

I explained to Amazon that due to the nature of my products I use non integrated carriers with tracking details

I have been told that is not a problem but also been told I have got to buy the Amazon Shipping Labels?

Is this correct or is their a way of not using the labels as it is added costs which I think is unfair?

Hi, several months ago Amazon decativated my seller account. The failed to inform me that my listings were however still active, it seems & I recently was sent notification of a sale. I am unable to reactivate my account & I don't want to either because I have no spent several days, of extremely stressful conversations & emails back & forth with Amazon & the refuse to assist. As far as I know I will still be charged the Amazon fees for the sale & they'll continue to accept any sales because they refuse to deactivate my listings.

I don't know how any company is allowed to treat its users this way.