Unable to log in on new device due to 2FA OTP sent to old phone number
I am unable to log in to seller central from a new device, as the phone number where the OTP is being sent no longer exists (phone number has been inactive since Nov 2023). On February 3, 2024 I raised a case (14729213981) and submitted a copy of my government-issued identification to confirm my identity. It has now been over 3 WEEKS (way longer than the 12 hours - 2 days turnaround time) and the OTP has not been disabled to allow me to log in and correct the OTP phone number. During the past 3 weeks, I have on numerous occasions contacted Amazon Support, created new cases, submitted my passport, driving licence, etc but still no access. I feel like I am going around in circles as Amazon Support keep sending me the same email about going through the same account recovery process which I have followed about 5-6 times. Can someone please help? Luckily I have access on my old trusted computer which does not require OTP so I am able to raise cases and post on forums. If cookies get cleared or this computer dies I am screwed as I am unable to receive the OTP.
31 replies
Seller_4zBzdtgCyS9EI
Try to reclaim that phone number or call it and see if the new owner will do you a favor....
Seller_rI7BZIczK8iAC
You can buy a SIM card with the same number. If you find a reason for saying that's not possible, you can install an authenticator app on your new phone or on your computer. This is only possible if you own the email of THE PRIMARY USER, means if you created that account and you are the primary user. Read here:
CR_Amazon
@Seller_hxfTVbxcGneDg
Hello there, my name is CR. I apologize for the frustration that this situation has caused, but hoping to see if we can get you some additional information here.
I am sure you have received, or tried the below already, but still wanted to post the information here ahead of reviewing your case #'s you provided above (thank you) in case.
Here are some things to try:
- Verify that you are using the correct email and password combination. If you have more than one Amazon account with the same email address but different passwords, use the corresponding password for each account.
- Ensure that there are no extra spaces in your password. This can happen when you copy and paste your password from somewhere else.
- Verify that you entered the most recent Two-Step Verification code you have received, if you are prompted to enter one. Older codes will not work. For more information, see Two-Step Verification FAQ.
- To reset your Two-Step Verification follow the steps here
- Clear your browser cookies and cache or try logging in with a different browser or device.
- Use our Password assistance page to verify whether the email address you are using is the one registered in our system.
- Log on to Seller Central using your new email and password combination.
If you'd also provide you most recent cases you have opened for this I'd be happy to also review those as well and see if we have any other paths to take here.
I will hang tight here for your reply.
CR_Amazon
