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
Roxy_Amazon
Hello @Seller_wHVbp1jErc0Um,
Thank you for the update! I contacted the team again and asked for a second review, please keep in touch if they update you about this case!
We are together in this!
Best,
-Roxy
Seller_wHVbp1jErc0Um
Thank you! I’ll be looking forward to their update!
Brandon
Seller_wHVbp1jErc0Um
Hi Roxy,
My account has been again by Amazon. They gave me the same response I get everytime I’ve tried this:
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
Is there any you could do to escalate this?
Roxy_Amazon
Hello @Seller_wHVbp1jErc0Um,
I'd like to kindly ask you to do another information review, but this time, please navigate to:
Account Info> Business Information> Legal Entity
Let me know about your findings, please!
Best,
-Roxy
Seller_wHVbp1jErc0Um
Hi Roxy,
So I have an email rejecting my updated request that followed this path (Account Info> Business Information> Legal Entity) and a note on my Amazon Page that says they are still reviewing. Please see the below comments and my concerns/solutions listed below this message. Thank you so much for your help and I hope you're having a good weekend!
This is the email I received last night:
________________________________
Hello,
We have reviewed the documents that you provided, but we could not verify your identity based on the submitted documents.
As a result, your account will remain inactive.
Why is this happening?
We cannot verify the document that you provided as a proof of identity because
-- It is expired. We accept only valid government-issued national photo identity documents that are neither expired nor revoked.
To learn more about our requirements, go to "Global seller identity verification":
https://sellercentral.amazon.com/gp/help/external/QRP483PDN88Q3M9
How do I resolve this situation?
Within 10 days of receiving this email notification, upload a scanned copy or photo of all the required documents listed on the "Identity Verification" page:
https://sellercentral.amazon.com
Make sure that the information that you entered in Seller Central matches the information in the documents.
To submit the required documents or update your information, sign in to Seller Central, navigate to the "Identity Verification" page, and follow the on-screen instructions:
https://sellercentral.amazon.com
Do not respond to this email with the required documents in attachment. For security reasons, we accept only documents that were uploaded to the "Identity Verification" section in Seller Central.
What happens if I do not upload the required documents?
If you do not provide the required information within 10 days of receiving this email notification, disbursements for your Amazon selling account may be put on hold or your account might be deactivated.
We're here to help
If you have any further questions about our policies or requirements, contact Selling Partner Support:
https://sellercentral.amazon.com/cu/contact-us
The Seller Identity Verification team
Thank you for selling with Amazon,
Vidhya K.
Amazon.com Seller Support
=======================================
MORE WAYS TO GET HELP:
Visit our Seller Forums for help from other sellers: http://sellercentral.amazon.com/forums
Browse all Seller Help topics: http://sellercentral.amazon.com/gp/help
To contact us again about this issue, please use the Contact Us form in Seller Central using the following link:
https://sellercentral.amazon.com/cu/case-dashboard/view-case?case
Please note: this e-mail was sent from a notification-only address that cannot accept incoming e-mail. Please do not reply to this message.
This is from my amazon seller central/ business information landing page:
____________________________________________
We are validating your information
We may need to request details from you during this review, please check the Performance Notification section and respond to any requests related to your Selling on Amazon account.
This validation can take up to 24 hours, and might take up to 10 working days in some cases. During this time, your Identity Information cannot be edited.
My response to this:
_______________________________________________________
My state ID does have a different address than where I live and also I was considering on adding my Passport but I do believe that the address listed there is different than my current residence. Is there another way to submit or does everyone who moves has a similar situation to what I'm experience with verifying my identity on Amazon as a seller?
Roxy_Amazon
Hello @Seller_wHVbp1jErc0Um,
Thank you for the updates!
The next step is to provide your identification documentation to Amazon. It's important that the information on your ID documents, such as your driver's license, matches the details you have listed in your Amazon Seller Central account.
Amazon needs the ID documentation to verify your identity and ensure the information associated with your seller account is accurate. This helps prevent fraud and protects both you as the seller and Amazon's customers.
Please update the address on your driver's license to match your current address in Norwalk. Then, upload clear copies of your updated ID documents to your Seller Central.
I'm here to help you! Let me know if you have any other questions!
Best,
-Roxy
Seller_wHVbp1jErc0Um
Roxy,
Ofcourse!
So I went to the DMV and will be submitting my temporary drivers license for verification under the (Account Info> Business Information> Legal Entity) path mentioned earlier
please correct me if I'm wrong and should submit information elsewhere. My actual driver license won't come for 2-4 weeks so I hope this temporary license will work!
Also as a sidenote:
Roxy, as much I do enjoy talking to your team via Forums. You guys are so helpful and nice! It has been almost 3 months now. If I had a more financially serious issue, who do I talk to?
Seller_wHVbp1jErc0Um
Also, Roxy since I'm waiting... I'm hoping you can help me with questions I have about launching a product on Amazon. I have a pancake mix with some protein and I have a protein bar do I need any special certifications or are there some licenses I should get in the mean time? I'm trying to launch my product by the end of October. I'm hoping you can help me out!
Seller_wHVbp1jErc0Um
Hi Roxy,
Its been 2 weeks now and I hope your okay! Can I get some feedback on my last response?
Roxy_Amazon
Hello @Seller_wHVbp1jErc0Um,
I am so sorry about the delay. Our team of moderators is constantly working to answer all questions as quickly as possible.
I wanted to reach out regarding a couple of topics. First, the product launching you mentioned is unfortunately outside of the scope of our engagement. If you need assistance with that, I'd recommend reaching out to the seller support team.
Secondly, I wanted to check if you have any updates on the address change we've talked about previously. Please let me know if you need any additional information from me and if you have any other questions!
Best regards,
-Roxy
Seller_wHVbp1jErc0Um
Roxy,
What a nice coincidence! So today is the day that I submitted my (Account Info> Business Information> Legal Entity) with my new Drivers license and it was approved finally after all these months! BUT
But..
When I submitted my new updated information to the UK Amazon account that included my id and my utitlity bill. It was sadly rejected.... 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 were unable to verify the documents that you provided because you did not provide a utility bill for piped gas, natural gas, electricity, piped water, mobile phone, fixed-line phone, or internet service.
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, Polish, Portuguese, Spanish, 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":
https://sellercentral.amazon.co.uk/performance/dashboard?ref=ah_em_ap
___________________
I am still motivated to get this issue finally settled and I feel like I'm close to it. I just need that last push from your team to get my account unlocked. I am looking forward to your insight Roxy.
Best regards,
Brandon
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
