We are having this serious issue here. We logged on to our Amazon seller account first thing in the morning when we were at work yesterday, but the platform logged us out around 9am ish. We tried to log back in and it asked for two step verification OTP, click send but never received any sms, waited a few mins, tried again, same thing with no sms, then I tried another option which is to have them call to my number instead, it rang, but call dropped instantly right after I picked up, and i literally pick up the call after it rang for a sec. I tried this two or three times in less than half and hour, & the system said I attempt to get the OTP for so many times & I will have to wait 24 hours to try this again.

I then contact seller support & the rep over the phone sent me the link to recover my account and have me to send my government issued ID to their dept for review, which I did, I sent it to them thru them thru the link he provided when I was on the phone with him, & he told me that I should hear back from the team within 12hours and have access to my account after, I waited and wait, 24 hours passed, nothing happens, no responses, no emails and no access, so I called again, another rep answered the call and he seems like he doesn’t even know what he is talking about, I told him that Amazon never sent out the OTP to my number, & my number works perfectly fine, so does my email. I even check with my carrier and they said there are zero service interruptions, so I know the problem is not on my device, service or network but Amazon has problem sending out OTP.

Initially the rep told me to wait for response within 12hrs, then 24hrs and 48hrs past, I still hear nothing back from anyone. Can someone please help?! I opened multiple cases and spoke with a few of the seller supports, but all they told me is to wait since they had already transferred my cases to the internal team, and other than that nothing else they can do. Can someone let me know how much longer do I have to wait? And when don’t expect to hear back from them?

Case ID 15203558241

Case ID 15206797701

Case ID 15208455871

I follow all the instruction and send out the copy of my valid government issued ID to the team, but I still hear nothing back from anyone.

*Nothing changed in my account, all business info, tax info, contact info, bank, credit card on file and such are the same, my number is the same, so does email, & all devices work perfectly fine. So I don’t understand why I’m not getting the OTP, & why the team is not response back even after I submitted what they asked for.

I have also did some research online, and it looks like there are quite a lot of other seller experiencing the same, and they have either never hear back from the team or wait for days to weeks before they hear back from them.

Our business have incoming orders daily, & I need to have access to our account, if Amazon is not sending out the OTP, then how am I suppose to access my account? Also our veeqo account linked to the Amazon account, so if I cannot log on to it, then I cannot access to my veeqo account and I cannot print out the shipping label for the orders we received. This will make a huge impact to our performance and possibly get suspend by Amazon if we are unable to access to our account to fulfill the orders.

please! Can someone from Amazon please look into this,& have the account recovery for me. I was told that the internal team will deactivate the two step verification process, so I can log on to my account and then setup the primary & backup verification again after. So please help to do this for me.

This is getting really frustrating that we can do nothing but wait, & we don’t even know when we will get a response back. If one of your from Amazon reads this, then please review the case IDs and write back asap. Much appreciated.