TRYING TO ACCESS OLD ACCOUT BUT OTP IS SENT TO A LOST PHONE NUMBER
Hello!
Has anyone here successfully retrieved an old Amazon Seller account despite losing access to the registered phone number?
One of my clients has an old account that is enrolled in Brand Registry for their products. Unfortunately, the person who previously managed the account has since gone AWOL, and the registered phone number is no longer active, as the account was created several years ago.
Now, they want to list their products again, but the listings are gated because their old account holds the Brand Registry. We’re currently helping them retrieve access so we can assign a Brand Registry role to the new account.
We’ve reached out to Amazon Seller Support, but their responses have been unhelpful and repetitive—almost as if we’re speaking with a bot. The only resolution we’re given is to follow this link: https://www.amazon.com/gp/help/customer/display.html?nodeId=GU3SL3GTHLHPDQ2H...which we’ve been doing for weeks with no success.
Here’s what we’ve tried:
- Clicked "Two-Step Verification Account Recovery"
- Selected "Forgot Password" using the email address for the old account
- Received an OTP to the email and entered it
- Then, it prompts us for another OTP sent to the lost phone number
- We click "Try a different way", which routes us to Customer Service
- After calling Customer Service, we were advised to contact Seller Support
- When we contact Seller Support—tadaaa!—we get the same resolution that doesn’t work
We are exhausted from going in circles. We’ve already tried this for weeks, even before reaching out to Seller Support and creating a case.
If anyone has real experience resolving this kind of issue—or a contact who can genuinely help—your assistance would be deeply appreciated.
Thank you!
CASE ID: CASE 17771374091
0 replies
Seller_rI7BZIczK8iAC
If the OLD account was suspended by Amazon you certainly know that first you have to reactivate and fix that old account for the new one not beeing suspended.
If this person owning the second account is the owner of the "Primary Manager" account email of the FIRST account - and ONLY then - he could install an Authenticator App to regain access to his first account. And then, of course, fix this first account.
If the first account can be fixed, probably he doesn't need the second one any longer and it's recommended to close that one. Amazon will not allow ONE owner for TWO accounts selling the same products.
No, I don't have but what I said is simply logic.
CR_Amazon
Hi there @Seller_xG4T79Wbfe1EL
My name is CR and wanted to quickly hop in here.
Thank you for sharing the case # as well. I had a chance to peek at this case and can confirm that the appropriate partner team is looking into this currently. Please do continue to follow along with this case # for appropriate updates. Feel free to @ tag me back here should you see a resolution come in on the case before I do.
Thank you for understanding.
CR_Amazon
