About FBA Seller Account Primary or Default Email
Thanks for your attention
I have a professional seller account with a registered trademark and more than 20 products for sale, due to an error in October of last year the main or default email of the seller account was deleted.
The account remained active, but we could not enter the basin throughout the end of the year.
In January of this year they gave us access to the account and a few days later they deactivated it because we had not completed the INFORM information.
We currently have access to the account and we cannot change the main email or replace it and this limits us to operate the account and complete the pending information.
You can VERIFY OUR IDENTITY, I am the owner of the account and nothing has changed within the account, we are willing to provide all documents and evidence that confirm our identity.
We do NOT want to close our account and we consider our identity can be verified.
At this time we do not have access to create a case, nor telephone communication with Amazon support due to having the account deactivated.
We appreciate any help or information that allows us to reverse this problem.
About FBA Seller Account Primary or Default Email
Thanks for your attention
I have a professional seller account with a registered trademark and more than 20 products for sale, due to an error in October of last year the main or default email of the seller account was deleted.
The account remained active, but we could not enter the basin throughout the end of the year.
In January of this year they gave us access to the account and a few days later they deactivated it because we had not completed the INFORM information.
We currently have access to the account and we cannot change the main email or replace it and this limits us to operate the account and complete the pending information.
You can VERIFY OUR IDENTITY, I am the owner of the account and nothing has changed within the account, we are willing to provide all documents and evidence that confirm our identity.
We do NOT want to close our account and we consider our identity can be verified.
At this time we do not have access to create a case, nor telephone communication with Amazon support due to having the account deactivated.
We appreciate any help or information that allows us to reverse this problem.
18 replies
Emet_Amazon
Hello @Seller_i0KZz7Eh1zs8J,
I appreciate you posting your concerns with your account.
I have a professional seller account with a registered trademark and more than 20 products for sale, due to an error in October of last year the main or default email of the seller account was deleted.
The account remained active, but we could not enter the basin throughout the end of the year.
In January of this year they gave us access to the account and a few days later they deactivated it because we had not completed the INFORM information.
As you mentioned there were some access issues that seems to have been resolved which is great, however the account was deactivated for INFORM verification.
If you are experiencing issues with updating your information, could you provide screenshots of the situation, I only ask that you remove or cover any personal information.
Additionally, account information typically needs to be updated by the primary account owner, so if there are other users, please ensure the correct user is making these attempts.
Typically the INFORM verification process needs to be completed through the provided portal, and if you're unable to, provide supporting evidence of what is preventing your progression so that we can look further into the situation or offer additional guidance.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Saeid_Amazon
Hola @Seller_i0KZz7Eh1zs8J
Gracias por responder a este hilo con más detalles acerca de los casos que estás experimentando en tu cuenta. Bue
Nuestra misión es poderte presentar con una, guía adecuada para atender tu caso, para esta situación, específica, tu caso ha sido escalado a un especialista experto en la materia para poderte ofrecer, mayor soporte en este caso.
Por favor, revisa que tu información de contacto en la página de seller central esté actualizada para poder comunicarnos contigo, tan pronto tengamos respuesta de nuestro equipo interno.
Saludos,
Saeid
Seller_i0KZz7Eh1zs8J
Muchas Gracias Saeid
Nuestra información en la cuenta no ha variado, se mantienen el mismo número de teléfono y de correo, estaré a la espera, hoy recibí llamada telefónica pero no estaba disponible y no pude atender llamada, quedaron en contactarme de nu
Seller_i0KZz7Eh1zs8J
“We are still waiting for a solution to activate our seller account.”
Saeid_Amazon
Hola @Seller_i0KZz7Eh1zs8J
Gracias por responder a este post. He pasado tu información nuevamente a un especialista de salud de la cuenta para que te ofrezca asistencia en tu situación de desactivación, y ofrezca alternativas en tu proceso de reactivación.
Saludos,
Saeid
Seller_i0KZz7Eh1zs8J
Update seller account status.
Today I verified the bank account of the account according to the update of the INFORM Act, but the seller account is still deactivated and does not allow me as the principal to update phone, legal address of the company.
Seller_i0KZz7Eh1zs8J
About contact indicated
Samuel
I contacted the phone number sent, but this corresponds to Amazon Prime Customer Service, we have already received answers from their account department and they cannot solve the problem with the recovery of the main mail from the seller account, according to us they see the account that exists but do not have access to the seller accounts, personal accounts only.
Any solution must be done with the support of Amazon Seller; hence we only need to define whether the Primary Mail can be recovered or changed.
Thank you for your kind attention.
Stevie_Amazon
Hi there @Seller_i0KZz7Eh1zs8J,
Thank you for your patience as the moderating team and I work to reply to you here.
If you could please clarify this information, I would greatly appreciate it. If you were able to update and verify you bank account information, you should still have access to the other areas of the account. This typically will mean you have primary or admin-level access to the account.
I ask for the clarification because the user permissions differ between a primary and secondary user. A primary user can access the user permissions page to invite secondary users and grant them access to perform account-related activities. A secondary user who has been explicitly granted permission to access the user permissions page by the primary user can access the page. Other secondary users cannot access this page.
I would like to suggest you also perform basic troubleshooting steps if you are running into further difficulties in pages loading in seller central. This includes clearing your browser cache and cookies, restarting your browser, and logging out and then back into Seller Central.
I look forward to hearing from you,
Stevie
Seller_i0KZz7Eh1zs8J
Saludos Stevie
Gracias por su atención, soy el dueño de la cuenta de Vendedor, pero no poseo en estos momentos los derechos para actualizar la información de la Ley de INFORM.
La cuenta bancaria pude actualizarla porque tuve el permiso para enviar el ultimo estado de cuenta a nombre de la empresa, donde está también mi nombre y dirección fiscal de la empresa.
Al tratar de actualizar el teléfono y el domicilio legal de la empresa que es lo pendiente de la Ley de INFORM se genera un error.
Al afectarse el correo principal, también se afectó mi derecho como principal en la cuenta y aunque me cree un usuario administrativo con un nuevo correo del dominio no tengo la autoridad como principal.
El soporte nos informa que al afectarse el correo principal y perder el derecho el principal no existía la herramienta que permitiera activar o cambiar el correo principal y la unica solución era cerrar esta cuenta y abrir una nueva.
Procedí a retornar el inventario que teníamos en los almacenes de logística de Amazon y otros pasos para el cierre de la cuenta, cuando solicite el cierre en Enero de la cuenta recibí los detalles de como realizar el cierre, pero al día siguiente nos dieron acceso a la cuenta en la Laptop y decidimos tratar de reactivar la cuenta, yo no tenía acceso a la cuenta pero uno de mis usuarios autorizados me creo un usuario a mi persona con un correo de nuestro dominio, pero nunca he tenido el derecho de principal para hacer cambios.
Al no poder actualizar la Ley de INFORM desactivan la cuenta.
Necesito respuesta concreta:
- Si es posible restaurar o cambiar el correo principal?
- Si es posible activar mi autoridad como principal mediante la verificación de mi identidad para poder activar la cuenta?
- Debo reiterar que la información vigente de Nombre de la empresa, su dirección del domicilio fiscal, su teléfono y sus correos no han variados desde su creación.
Agradezco su atención.
Saeid_Amazon
Hola @Seller_i0KZz7Eh1zs8J
Gracias por proporcionar más información acerca del caso que está experimentando con su cuenta.
Como comentamos anteriormente, entiendo que no tiene acceso para hacer cambios en su cuenta y cumplir con los requisitos de verificación de la ley INFORM, ya que perdió el correo de administrador y solo tiene acceso como segundo usuario.
He transmitido sus inquietudes al equipo de Account Health, quien intentará comunicarse por teléfono para obtener más apoyo sobre su situación específica.
Saludos,
Saeid.
