Request for assistance: Frozen account and funds after video verification failed
Our company has been registered for over 20 years, and we started our journey with Amazon in July 2019 by registering an account and setting up a store. We have always been committed to operating with integrity and have never violated any platform rules. However, on January 20, 2024, we suddenly received an email requesting a scheduled video verification to confirm our seller identity and understand the operations of our store. Despite our best efforts to participate in the video verification, unfortunately, we did not pass the verification, resulting in our account being frozen, and we are unable to log in. And there is no further action we can take to prove ourselves and establish the communications, which is unfair and make us disappointed.
Prior to this, we had never received any notifications of account issues. We attempted to contact Amazon’s customer service team to understand more information but have been unable to receive any effective explanation or assistance. What’s worse, since 2023, although our account can still sell goods normally, we have not received any performance notifications, and our funds have been reserved by Amazon, preventing us from continuing our operations.
We are extremely confused and anxious about this situation. We cannot understand why our account was suddenly frozen, and we are unable to connect with Amazon seller support and provide the necessary documents to prove our legitimate operation. Additionally, we cannot find any means to communicate further with Amazon to resolve this issue.
Our attempts to communicate with Amazon have been unsuccessful so far, and we are at a loss regarding how to proceed. The frozen funds are impacting our company’s operations significantly, and we are in dire need of resolution. f you have any insights, contacts, or suggestions on how we can effectively reach out to the Amazon team for further review and verification, we would be immensely grateful for your assistance. Time is of the essence, and any help you can provide would be invaluable to us during this challenging time.
Request for assistance: Frozen account and funds after video verification failed
Our company has been registered for over 20 years, and we started our journey with Amazon in July 2019 by registering an account and setting up a store. We have always been committed to operating with integrity and have never violated any platform rules. However, on January 20, 2024, we suddenly received an email requesting a scheduled video verification to confirm our seller identity and understand the operations of our store. Despite our best efforts to participate in the video verification, unfortunately, we did not pass the verification, resulting in our account being frozen, and we are unable to log in. And there is no further action we can take to prove ourselves and establish the communications, which is unfair and make us disappointed.
Prior to this, we had never received any notifications of account issues. We attempted to contact Amazon’s customer service team to understand more information but have been unable to receive any effective explanation or assistance. What’s worse, since 2023, although our account can still sell goods normally, we have not received any performance notifications, and our funds have been reserved by Amazon, preventing us from continuing our operations.
We are extremely confused and anxious about this situation. We cannot understand why our account was suddenly frozen, and we are unable to connect with Amazon seller support and provide the necessary documents to prove our legitimate operation. Additionally, we cannot find any means to communicate further with Amazon to resolve this issue.
Our attempts to communicate with Amazon have been unsuccessful so far, and we are at a loss regarding how to proceed. The frozen funds are impacting our company’s operations significantly, and we are in dire need of resolution. f you have any insights, contacts, or suggestions on how we can effectively reach out to the Amazon team for further review and verification, we would be immensely grateful for your assistance. Time is of the essence, and any help you can provide would be invaluable to us during this challenging time.
0 replies
Emet_Amazon
Hello @Seller_N4Q1ZwW3XZH1f,
Thank you for posting your concerns with your account.
You do mention that you did not receive a notification, but also mention having received follow up information, could you elaborate further on the issue?
Some situations depending on what happened, we may require the original issue addressed prior to funds being released. If you have not already, I would suggest reviewing our funds withholding policy, which also includes a contact email for our funds and disbursement teams whom you can reach out to for more information on your funds.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
