Cannot get an identity appointment / Your Account has been Deactivated
My account was recently disabled in the UK (an account I haven’t used in 2 years), but has subsequently caused my US seller account to also be deactiveated, which is my primary business. I was able to get the US support team on the phone has said that I need to re-activate my UK account in order for them to reactivate the US account.
For my UK account I’m unable to find a way to talk to someone, and every time I submit an appeal I’m given a standard email:
In order to verify your identity, please book an appointment for a video-call interview with an associate. To reserve a time slot for the interview, please fill out the form below
I’ve filled this form out multiple times now, but I have not received any confirmation of the appointment for the past several weeks. I’ve checked my spam email as well. I’m now stuck with no recourse… has anyone else had these issues?
33 replies
Abella_AMZ
Hello @javacoffeeco,
This is Abella from Amazon, and would assist you with your questions above.
I appreciate you sharing information about the status of your current account. My aim is to offer additional advice on the subsequent actions to take.
There are certain policies that Amazon expects its sellers to follow while operating the platform, and Amazon Services Europe Business Solutions Agreement is one among them.
[quote=“javacoffeeco, post:1, topic:601040”]
All professional sellers have access to the “Contact us”/“Call me now” button on their Account health page to contact an account health specialist which is a dedicated support channel for professional sellers worldwide who have questions or need support regarding their account health.
If incase you’re not a professional seller and need support can find account health information in the Help section within Seller Central. For general information on your account health metrics, you can visit Account health FAQs. For educational resources, Seller University is regularly updated with videos and articles to support all sellers.
Based on the provided information, I fully understand that you have scheduled the interview and followed the steps outlined in the performance notification you received in order to complete the identity verification process.
To assist you further, could you please provide me with the specific slot dates that were selected when you filled out the form multiple times.
In case you require additional assistance, feel free to post your query here, and either we or any of the Sellers on the forum will be happy to assist you.
Regards,
Abella.
Seller_bifGxlkjSV4JF
Hi Abella, thank you for your response and for looking into this. Since I don’t get a confirmation email after filling out the form and cannot access it again I cannot provide the specific slots I selected. But I do recall that I had provided availability for Jun 16th (8 or 9am BST) and the previous week Jun 9 similar times.
Seller_bifGxlkjSV4JF
Hi Adam, thank you for your reply. I tried following the link you shared, but it seems to be an Amazon internal link. While logging in I get the message:
If you don’t work for Amazon, you’ve been mistakenly directed to an internal-only Amazon system.
Seller_bifGxlkjSV4JF
Hi, found the page you are trying to redirect me to. If I submit a support ticket I get the following automatic reply:
This email address is not the correct channel to submit an appeal. Please follow the instructions below to resubmit your appeal to the correct channel.
And when I go through the appeal flow, I get another automated response to fill out the survey form. So I’m hitting a dead end both ways. I’m happy to upgrade my UK account to professional (it is individual since I don’t actively sell on it), however as my account is deactivated that option is also disabled for me. Can you please suggest another way for me to get in touch with an actual person that could help?
Seller_bifGxlkjSV4JF
Sorry for the delay in replying. I have not received any email acknowledgement after submission of the form.
Seller_RyBiR05Djvp7V
Hello @javacoffeeco,
This is Amelia from Amazon to assist you.
As you mentioned above that you have submitted the form, we request you to kindly wait as our team will be looking into the issue.
We recommend you to continue to monitor your Performance notifications for further communications on the Video verification and keep all the documents handy that might be required for the video verification.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Regards,
Amelia
Seller_igEDFh8PWHpNw
hi,
how did you get on with this in the end?did they video call you?
im still waiting and have had a few dates pass
