I've been trying to get my account reactivated for months.
Is there a seller support number I can call?
I've been trying to get my account reactivated for months.
Is there a seller support number I can call?
93 replies
Seller_kIukTwdhvntAp
Find the suspension notice and POST THAT but remove all personal information first.
Anyone answering will need to see what wording they used and what they are asking for.
If it is a Section 3 violation for dropshipping anyone responding needs to see the language to determine if it included the 'death sentence' wording.
Were there other issues such as IP violations, RA, OR, you used a Virtual Assistant and they 'helped' you with paperwork and forged documents?
NOTE -- If it was for IP, RA, OA or dropshipping you will NOT get the products or the money in your account back because you have no chain of custody and proof of authenticity.
Seller_OvL8C4BJWiuS9
There is no number to call, do as NEVERLAST suggested.
Seller_t8zInoQx6UZDS
Sorry, but Seller Support is a joke! They are reading from a script! You can find all of their responses on the help page WORD FOR WORD! If you have any questions or concerns outside of what they can find in their script they will rush you off of the phone . I’ve been dealing with a similar issue for MONTHS now!! I’ve been patient, I’ve been nice but I’m waaay past that now! My family is literally suffering because of something that should be an easy fix!
I pray both our situations get resolved here. No one deserves to endure this much added stress simply trying to provide for their families. It’s already hard enough just figuring out which products to sell…
You’d think that a company as big as Amazon would provide their sellers with more diligent support.
LeviDylan_Amazon
Hello @Seller_wHVbp1jErc0Um,
Thank you for posting here on the Forums.
From the notification you shared, I see that your account has been deactivated for a violation of the multiple accounts policy and you would like some guidance on how to get this resolved.
I have reviewed the case log you provided and reached out to the appropriate teams about your situation. Your US account is deactivated due to your Sweden and United Kingdom stores that are deactivated for seller identity verification concerns.
To address this, you must login to those stores and provide ONE of the following documents (from those stores, not your US store) that match your information and business address listed in your seller central.
--a utility bill dated in the last 90 days for piped gas, natural gas, electricity, piped water, mobile phone, fixed-line phone, or internet service.
OR
--a business license
To ensure your documents are not rejected, make sure that they meet the following requirements:
- Be valid (not expired, revoked, inactive or closed).
- Be high resolution and unobstructed (clear, readable, visible and in focus).
- Be complete and not cut off from any sides (not angled or cropped).
- Be a scanned image or photo of the original document taken from your mobile device's camera.
- Display the full document (front and back, if applicable).
- Be less than 50MB in size.
- Be in one of these formats: TIF, TIFF, PNG, JPG, PDF, and JPEG. Do not include special characters in the file name (examples: $, &, or #).
- Be authentic and unaltered.
- Must not be password-protected.
- Be in one of these supported languages: Arabic, Simplified Chinese, Dutch, English, French, German, Hindi, Italian, Japanese, Polish, Portuguese, Spanish, Swedish, Tamil, Thai, Turkish, and Vietnamese. If your documents are not in a supported language, you must submit a notarized translation in a supported language along with the original document.
Once the UK and Sweden stores have been reactivated, I suggest to appeal in your US account explaining they are reactivated so your US store can be eligible for reinstatement.
I hope you have found this helpful. If you have any additional question, please respond here so we can guide you further. The Forums community and I are here to support you.
Wishing you the best,
LeviDylan
Seller_wHVbp1jErc0Um
Hey Levi! So I did follow the instructions but I did move and had an address change for my business. This is the response I received from Amazon SWEDEN. I passed over a Utility Bill for proof, thanks for helping me out! Here is their response:
Hello,
Thank you for submitting your appeal. We have received your submission but do not have enough information to reactivate your account at this time.
Why did this happen?
We could not verify the documents that you provided because the address in the documents did not match the information entered in Seller Central. Update the address in Seller Central to match the one in the provided documents.
How do I reactivate my account?
To reactivate your account, please confirm that there is a valid credit card on file and submit one of the following documents:
-- A business license if applicable
-- A utility bill dated for piped gas, natural gas, electricity, piped water, mobile phone, fixed-line phone, or internet service
The document must meet the following requirements:
-- It must contain the following information: your name and address, the service provider's name and additional information such as the date of issue and due date, service provider's address, service provider's logo, and usage details if applicable.
-- Your name and address must be visible and match the name and address that you entered in Seller Central.
-- It must have been issued in the last 90 days.
-- It must be a full page and unobstructed, including the document corners.
-- It must have a high definition and be clear and readable. The required information must be visible and in focus.
-- It must be authentic and unaltered.
-- It must not be protected with a password. You can reupload the same document without the password protection or upload a photo of the document. For security reasons, do not reply to this email with the password.
-- It must not be a screenshot.
-- It must be in one of the supported languages. Supported languages include Arabic, Simplified Chinese, Dutch, English, French, German, Hindi, Italian, Japanese, Korean, Polish, Portuguese, Spanish, Swedish, Tamil, Thai, Turkish, and Vietnamese. If the documents are not in one of the supported languages, you must submit a notarized translation into one of the supported languages along with the original document.
-- It must be a PDF, JPG, PNG, or GIF file.
How do I submit the required documents?
To submit the required documents or update the information, sign in to Seller central, and in the banner at the top of the "Account Health" page, click "Submit new information":
h
We're here to help
For more information on our requirements, go to "Amazon Services Europe Business Solutions Agreement":
h
If you have questions about our policies or the required information, you can contact us:
https://sellercentral.amazon.co.uk/cu/contact-us
What happens if I do not send the required information?
If we do not receive the required information within 90 days of the original notification, your account will be permanently deactivated.
Has your account been deactivated in error?
If you believe that there has been an error, go to the banner at the top of the "Account Health" page in Seller Central, click "Reactivate your account," and submit an explanation:
https://sellercentral.amazon.co.uk/performance/dashboard?ref=ah_em_ap
Your explanation should include the following information:
-- How your account has not violated section 3 of the Amazon Services Europe Business Solutions Agreement
-- Evidence that shows that your account complies with section 3 of the Amazon Services Europe Business Solutions Agreement
To view your account performance, select "Account Health" on the home screen of the Amazon Seller app on your iOS or Android device, or go to the "Account Health" page in Seller Central:
The "Account Health" page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
-- Download the Amazon Seller app for iOS:
-- Download the Amazon Seller app for Android:
Sincerely,
Seller Performance Team
Seller_wHVbp1jErc0Um
I feel like I should also reiterate that I have also moved during this time frame and that might be adding to my dilemna with getting back onto Amazon. Also, would it have been easier to just close my account and make a new one incase this happens in the future? I'm not losing that much money right now but I can see how this could have severely affected my business if I can't get through to Amazon in a quick manor.
Nikki_Amazon
Greetings @Seller_wHVbp1jErc0Um,
Are you sending the documents using the right accounts?
As @LeviDylan_Amazon guided you previously:
To address this, you must login into those stores and from there, provide ONE of the documents listed on @LeviDylan_Amazon's post above.
If you send the documents from an account that was deactivated due to a violation of the multiple accounts policy, your appeal will likely be rejected.
Since you mentioned that your address has recently changed, please make sure to update the address information in your Account Info to match exactly your current documentation.
Please refrain from doing that since your new account will most likely be also deactivated for the same multiple accounts policy violation. The recommendation here is to focus your efforts on getting your original, deactivated account reactivated, rather than trying to create a new account.
Thank you for contacting us! The forums community and I are committed to assisting you. Feel free to share how we can support you moving forward, we are here to help!
I wish you all the best,
-Nikki
Seller_wHVbp1jErc0Um
Nikki,
Thank you for reaching out! Yes I did add my documents to the Sweden region and received that response. If you see my email, its signed by amazon.co.uk.
Thank you again for replying, this has been a huge burden for me and I feel like I'm close to fixing it so I can sell my product on Amazon.
-Brandon
Seller_wHVbp1jErc0Um
Following up on this, its been 4 days so I'm adding previous tagged mods to see if I can get help. Thanks!
@Sandy_Amazon
@Blake_Amazon
@Michelle_Amazon
@Tatiana_Amazon
@Jaijai_AMZ_136
@Roberto_Amazon
Nikki_Amazon
Hello Raduenz_Studios,
I wanted to follow up with you to see if you were able to proceed with the action I suggested on August 15th. Could you please let me know if you've submitted the documents matching the information in your UK account? I'm happy to provide any clarification or assistance you may need to complete this task.
Best,
Nikki
Seller_wHVbp1jErc0Um
Hi Nikki!
I just resubmitted this information with a new Utility Bill for my UK Amazon account. I will follow up with an update as soon as I have one. Thank you so so much for assisting me on this.
Seller_wHVbp1jErc0Um
Hi Nikki,
Following up on this, any updates? Adding others to get eyes on this. I've been on this issue for more than half a year now and I really believe you guys can help me! Thanks again!
@Sandy_Amazon
@Blake_Amazon
@Michelle_Amazon
@Tatiana_Amazon
@Jaijai_AMZ_136
@Roberto_Amazon
Nikki_Amazon
Hello Raduenz_Studios,
Even after you sent a new documentation, the information that I received from the responsible team is that the utility bill you provided does not match the details you have listed in your Amazon Seller Central account. Please double-check the information in both places and update the Amazon Business Address and Phone Number to exactly match what is shown on your utility bill.
Please let me know if you were abe make the corrections.
Best,
-Nikki
Seller_wHVbp1jErc0Um
Hi Nikki,
So since I moved and got a new address since this issue has occurred, I do have a new address where that utility bill showing. But my account is so so restricted that I can not change my address without submitting the verification which does not match my original address. Here is the response I get when I go to Account Info>Identity Information in United Kingdom:
Your account has been restricted. For more information, please view your performance notifications here under the subject line ‘Important information about your Selling on Amazon payment account’.
We’re Here to Help: If you have any questions, or you are unable to provide the requested information or documentation, you can contact us.
I hope you can see what kind of predicament I'm in and I'm hoping you can help me with a solution to update my address so my submitted verification can match it. Thank you so much Nikki!
Nikki_Amazon
Hello Raduenz_Studios,
As it seems that this situation requires more specialized assistance beyond what we can provide here, I'll be forwarding your information to the appropriate team for further action on your behalf.
Please keep an eye on your performance notifications, emails, and case logs for any updates, and feel free to reply to this thread if you receive any updates.
The forums community and I are dedicated to helping you resolve this issue.
Best regards,
-Nikki
Roxy_Amazon
Hello!
No. opening another account is not advisable. If you do so, it's highly likely that the new account will be linked to your old account and may be deactivated in the future. Our goal is to ensure all international accounts are in good standing before proceeding with their closure.
Regarding your case, I'm still awaiting an update. In the meantime, could you please confirm whether you were able to add the deposit payment to your UK account? This information will help us move forward with resolving your situation.
Thank you so much for your patience, @Seller_wHVbp1jErc0Um!
Best,
-Roxy
