Amazon account deactivated for no reason.
Our account was deactivated by Amazon because they believe we are associated with another account.
However we have never owned another account and unable to produce evidence because we don't even know any detail of the other account.
The appeal process itself is an endless loop and not helpful at all.
Has anyone experienced this as well and found a solution?
Amazon account deactivated for no reason.
Our account was deactivated by Amazon because they believe we are associated with another account.
However we have never owned another account and unable to produce evidence because we don't even know any detail of the other account.
The appeal process itself is an endless loop and not helpful at all.
Has anyone experienced this as well and found a solution?
14 replies
Seller_CW0P5hgbsiqWX
The reason this happens in most cases, is because you, or another person, opened their Amazon account on the same computing device. Through the cookies/tokens Amazon places in your computing device every time the account is accessed, it is easy for Amazon to check what accounts are being opened on what device. When two different accounts are recognized as being opened on the same computing device, they are both suspended. Do you know someone else whos account was also suspended?
Well, don’t use the appeal, Amazon Made A Mistake, because it will be rejected. Amazon knows the date, time, and IP Address both accounts were accessed and usually will not tell you. This is the key to coming back.
Think hard of where you accessed your account in the past few weeks. If you can tell Amazon in an appeal, where it happened (EX: I opened my account at Jim’s house to help him get started), and it matches what Amazon has on file, you will be back within a day. This was learned from personal experience. Think it over.
Steve_Amazon
Hi @Seller_O7WxfRQRrhulz,
Steve from Amazon here, thank you for reaching out on the Forums, I know that these situations can be frustration. Below are some situations that you should consider when this situation arises.
- An issue could be occurring within a global store that you have signed up for or possibly not completed full registration in. Check the build international listings tool for more information on global stores associated with your account.
- It's possible that an old account has been created in the past and is inactive or deactivated. If you need assistance regaining access to an old account, please contact customer service.
- If both of the options above do not apply, you can appeal the decision and provide the proper documentation showing that there is no relation to the account in question. The appeal will be reviewed and a decision will be made.
Please review the below resources for more information on our multiple accounts policy and how to respond to violations.
Comply with Amazon’s Multiple Account policy
Address a Multiple Account Policy violation
Selling policies and seller code of conduct
Thanks,
Steve
Atlas_Amazon
Hello @Seller_O7WxfRQRrhulz
I understand you are experiencing some issues with your international markets that have caused the deactivation of your US market. Thank you for the information and to @Steve_Amazon for the assistance provided up to this point.
To determine what is impacting your markets, you will need to navigate towards the performance notifications in each respective market. The performance notifications will include the details of what caused the deactivation and what will be required to resolve it. If you were previously unaware of the markets, then it is likely that verification needs to be completed.
For verification, our team will be looking to verify documentation related to the information you currently have in seller central. They will be looking for either a utility bill or business license that includes this information. The business license should be active as of now or it will be rejected.
For the utility bill, there are additional requirements that will need to be met. I have included them below for reference.
- Must be one of the following: piped/natural gas, electricity, piped water, mobile/fixed-line phone, internet service
- Must be dated within 90 days
- Must include your contact information as well as your service provider
- Must be either a JPEG, GIF, PNG, or PDF format; screenshots are not accepted
- Must be in a supported language
The address and name on the documents should match exactly what is entered in seller central. If you are unable to acquire a document in a supported language, you will need to provide a notarized translation of the bill alongside the original document. The translation should be a supported language.
Furthermore, our team will take steps to verify the information being provided. If they are unable to do so or identify any discrepancies in the details provided, they will reject the document. Once you have a bill accepted, our team may request video verification to be completed. Be aware that this is normal and should be completed to reactivate the account.
Once you have confirmed the reactivation of all of your markets, then you can navigate back towards the US market for reactivation. It will require submitting a brief explanation informing our team of the reactivation. Our team will verify that all your markets are active and then take the appropriate action from there. If the markets have not been reactivated, then the US market will not be reactivated.
I have gone ahead and forwarded your information for outreach to be made. Please ensure your contact details are currently up to date. If you have any additional questions or concerns, continue to refer here for support.
Best,
Atlas
