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 My account is still deactivated. On December 13, I received a request for a video verification. However, when I click the link, it takes me to a page that says I've already completed the verification.
This issue has been ongoing for over four months. Each time I'm asked to complete a video verification, the system doesn't work as expected. I've opened multiple cases, but every new link I receive also fails to work.
Can you please help resolve this?
Micah_Amazon
Hello @Seller_QLQ1UT6FoPIgY,
I was just informed that your account has been reactivated. Can you please confirm?
Cheers,
Micah
Seller_QLQ1UT6FoPIgY
@Micah_Amazonthe account is still inactive, the latest Amazon communication state that it's still pending verification.
P.S: We're a verified Amazon Advertising partner ;)
https://advertising.amazon.com/partners/directory/details/amzn1.ads1.ma1.1gbgm7ismg3r9fchvlvwtqft0/Flapen/
Seller_QLQ1UT6FoPIgY
@Micah_AmazonPrevious post surface that I'm suspended on Amazon Uk, below is about my suspension on Amazon SG. This has been a 3 months process. Thanks for the help!
Micah_Amazon
Hello @Seller_QLQ1UT6FoPIgY,
Thanks for the response. I would suggest you change your market place to the UK and open a case in the UK market for faster assistance. The case opened and supplied have been for the US.
You can also open a support case in the UK market.
Once completed please share the support case.
Cheers,
Micah
Seller_QLQ1UT6FoPIgY
@Micah_AmazonI’m unable to address this issue because my support tickets are automatically closed. Essentially, this bug has persisted for so long that support now automatically closes my tickets without any investigation. They likely assume I’m trying to abuse the system, but this is a case where there’s a significant bug with my account that prevents me from selling. This problem has been ongoing for over three months, and I would greatly appreciate it if you could escalate the matter to the appropriate department.
Micah_Amazon
Hello @Seller_QLQ1UT6FoPIgY,
Thank you for your post. My apologies on the delay. Can you please confirm if the account has been verified?
I will look into reopening the cases.
Please advise.
Cheers,
Micah
Micah_Amazon
Hello @Seller_QLQ1UT6FoPIgY,
Thank you for your patience. I have re-opened your case and sent our internal teams a note to help with the verification call to get your accounts reactivated.
Please let me know what you find on your end.
Cheers,
Micah
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
