Ongoing Issue with Scheduling Video Verification Calls | 21 cases opened
I am writing to escalate an ongoing issue that remains unresolved despite opening 21 cases over the past 60 days. I have been unable to schedule a video verification call using the link provided in the performance notification.
Here is a summary of the issue:
1. Every time I report the problem, I am asked to wait a few days. However, either nothing happens or I receive a new request to complete a video verification, which also includes an invalid link.
2. I have tried troubleshooting on my end, including opening the links in different browsers, clearing my browser history, and ensuring there are no local issues. Unfortunately, none of these steps have worked.
3. I have repeatedly shared screenshots and videos with the support team to demonstrate the problem. While I am told the issue is being escalated to the appropriate team, there has been no progress or resolution.
The support team has not provided meaningful assistance. I am repeatedly asked to wait, and eventually, the cases are closed without any resolution. This lack of resolution has left my account in limbo, causing significant frustration.
To provide additional context, I have attached:
1. A screenshot of the page I see when attempting to schedule the video verification.
2. A list of the most recent cases I’ve opened regarding this issue, detailed below:
- 27 November 2024, 11:45:14 AM GST, 10554457342, Pending Amazon Action, Why is my account still suspended?
- 25 November 2024, 12:02:02 PM GST, 10546743902, Your ‘Call Me Now’ Inquiry
- 21 November 2024, 01:51:35 PM GST, 10536564962, Questions regarding my Account Health
- 18 November 2024, 10:48:29 AM GST, 10523942672, Questions regarding my Account Health
- 14 November 2024, 12:40:56 PM GST, 10514183102, Your ‘Call Me Now’ Inquiry
- 08 November 2024, 07:27:07 AM GST, 10494974052
- 05 November 2024, 06:34:28 PM GST, 10486097682, Unable to complete the video verification - Sorry, session has expired.
I kindly request immediate assistance in resolving this matter. The delay in addressing this issue is causing significant disruption, and I would appreciate an urgent response from the appropriate team.
Thank you for your attention to this matter.
Ongoing Issue with Scheduling Video Verification Calls | 21 cases opened
I am writing to escalate an ongoing issue that remains unresolved despite opening 21 cases over the past 60 days. I have been unable to schedule a video verification call using the link provided in the performance notification.
Here is a summary of the issue:
1. Every time I report the problem, I am asked to wait a few days. However, either nothing happens or I receive a new request to complete a video verification, which also includes an invalid link.
2. I have tried troubleshooting on my end, including opening the links in different browsers, clearing my browser history, and ensuring there are no local issues. Unfortunately, none of these steps have worked.
3. I have repeatedly shared screenshots and videos with the support team to demonstrate the problem. While I am told the issue is being escalated to the appropriate team, there has been no progress or resolution.
The support team has not provided meaningful assistance. I am repeatedly asked to wait, and eventually, the cases are closed without any resolution. This lack of resolution has left my account in limbo, causing significant frustration.
To provide additional context, I have attached:
1. A screenshot of the page I see when attempting to schedule the video verification.
2. A list of the most recent cases I’ve opened regarding this issue, detailed below:
- 27 November 2024, 11:45:14 AM GST, 10554457342, Pending Amazon Action, Why is my account still suspended?
- 25 November 2024, 12:02:02 PM GST, 10546743902, Your ‘Call Me Now’ Inquiry
- 21 November 2024, 01:51:35 PM GST, 10536564962, Questions regarding my Account Health
- 18 November 2024, 10:48:29 AM GST, 10523942672, Questions regarding my Account Health
- 14 November 2024, 12:40:56 PM GST, 10514183102, Your ‘Call Me Now’ Inquiry
- 08 November 2024, 07:27:07 AM GST, 10494974052
- 05 November 2024, 06:34:28 PM GST, 10486097682, Unable to complete the video verification - Sorry, session has expired.
I kindly request immediate assistance in resolving this matter. The delay in addressing this issue is causing significant disruption, and I would appreciate an urgent response from the appropriate team.
Thank you for your attention to this matter.
29 replies
Micah_Amazon
Hello @Seller_QLQ1UT6FoPIgY,
Thank you for reaching out. My apologies on the frustration this has caused. It seems there may be some other underlying issues with your verification video calls. I appreciate you sharing the case IDs as well.
I will go ahead and review each case and respond back shortly with next steps.
Thanks again for your continued pateince.
Cheers,
Micah
Micah_Amazon
Hello @Seller_QLQ1UT6FoPIgY,
Thank you for your patience. I have reviewed each case and see that nothing has been finalized and that the issue is still pending. Due to this, I am going to submit an escalation on your behalf to get the video verification call completed.
Please make sure to continue to check notifications and respond to support when they reach out.
Please let me know if you have any further questions.
Cheers,
Micah
Seller_QLQ1UT6FoPIgY
My Amazon account on Singapore marketplace got deactivated, same email asking to complete the video verification which is impossible as I keep getting the page below.
Seller_QLQ1UT6FoPIgY
@Micah_Amazon I'm still having the same issues
1) Unable to book the meeting using the link shared in the notification center.
2) All the warnings are still in my account page
P.S: I tried with multiple browser, cleaned my cookies/cahes, etc.
Micah_Amazon
Hey @Seller_QLQ1UT6FoPIgY,
Ok, let me respond to the case and get support to see if they can get this corrected.
Let me know if you have any additional questions.
Please keep me posted on any information that may arise on your end.
Cheers,
Micah
Micah_Amazon
Hello @Seller_QLQ1UT6FoPIgY,
Thank you for your patience. I have just resent the case and updated the notes that the links are not working.
Have a great weekend.
Cheers,
Micah
Seller_QLQ1UT6FoPIgY
@Micah_AmazonThis issue has been ongoing for months. Please escalate this and ensure the team understands that the links they are providing for identity verification do not work. They lead to error pages, preventing me from scheduling the verification.
Each time I receive the same broken links, and then the case is automatically closed. This is incredibly frustrating and prevents me from completing the account verification process.
Here's the latest example:
Case 2952079223: I received an email from Selling Partner Communities Support with a broken link. The link in the performance notification center is also broken. When I try to respond to the case, I receive an email stating, "We have closed this case because Amazon has deactivated your account."
I have attached 2 screenshots:
"[url shared in email]": This link opens a page with the error "Not Found: The page you requested was not found."
"[url in performance notification]": This link opens a page with the message "We have completed our review of your document and information. We are conducting further checks... and may contact you by email..." which is not helpful in this situation.
Please help me resolve this issue and provide a working link for identity verification.
Micah_Amazon
Hello @Seller_QLQ1UT6FoPIgY,
Thank you for your response. I will update the team and make sure they get to the root cause of the issue.
Cheers,
Micah
Micah_Amazon
Hello @Seller_QLQ1UT6FoPIgY,
Thank you for your patience. I have just read the case IDs, and support had mentioned there are a few outstanding issues.
Upon review of the matter, we have identified several account verification concerns across multiple marketplaces:
- Singapore Marketplace: Verification issue confirmed through Forum thread screenshots A correction has been issued via Case ID 2952079223 regarding an incorrect domain link in the performance notification (.com instead of .sg) The correct link has been provided through the aforementioned case.
- North America Marketplace: No verification issues detected
- EU Marketplace: Know Your Customer (KYC) verification is currently pending. You should refer to your most recent performance notification for detailed instructions.
Please note the case ID 2952079223 was initiated because this is the third escalation regarding your verification status.
Please review each of the above and continue to work with support.
Cheers,
Micah
Seller_QLQ1UT6FoPIgY
@Micah_Amazon
- Singapore Marketplace: The message previously shared is exactly for the "corrected link" which is not working. This issue has been happening multiple times for all links generated including the latest link.
- EU Marketplace: The verification has been pending for more than 2 months, they probably have some issue in the system as I don't believe this to be normal.
Micah_Amazon
Hey @Seller_QLQ1UT6FoPIgY,
Thanks for the response. This is with the support team so hoping for a resolution. Thanks for the continued patience.
Cheers,
<Micah
Seller_QLQ1UT6FoPIgY
Hi @Micah_Amazon
As per today, Singapore account is still deactivated. Case Id that you mentioned is closed and verification link issue is not resolved yet
For EU marketplace, No response/update on the pending verification. Can you escalate it to higher management since its been going on from months?
Please resolve it asap
Seller_QLQ1UT6FoPIgY
@Micah_Amazon I was able to complete the verification call for EU Marketplace and provide more information. I'll assume the following message is positive: Thank you for completing the video verification. We have reviewed the information you provided and your funds will be disbursed on the next settlement date.
However @Micah_Amazon my Singapore account is still desactivated with no improvement or ability for me to complete the verification.
Seller_QLQ1UT6FoPIgY
Hi @Micah_Amazondo you have any update on this issue?
