We were unable to verify the documents that you provided
Hi,
I have an approximately one-year-old seller account that I initially created for the USA Marketplace using my Pakistani Passport and details. Recently, a few weeks ago, I activated the UAE Marketplace within the same account, using my Pakistani details. However, upon activating the UAE marketplace, my UAE account was disabled for initial verification, a process Amazon typically conducts for new marketplace activations.
In an effort to resolve this, I submitted my electricity utility bill, following the guidelines provided by Amazon. Unfortunately, it was rejected with the reason stated as "We were unable to verify the documents that you provided." Subsequently, I attempted to submit my piped gas utility bill, and it too faced rejection with the same reason. Lastly, I tried my internet service bill, but it was also rejected.
Regardless of the utility bill I submit, each attempt is met with rejection, and I am consistently provided with the vague reason, "We were unable to verify the documents that you provided." I am puzzled as to why my utility bills are not being verified, as I am diligently following all the instructions outlined by Amazon for document submission, as mentioned below.
1) It contains my name and address along with additional details about the service provider.
2) My name and address are clearly visible and exactly match the information I entered in Seller Central.
3) It's not older than the last 90 days.
4) It's a full page and unobstructed, including corners.
5) It has high definition, clarity, and readability. The required information is visible and in focus.
6) It is authentic and unaltered, I have taken a photo of the original bill provided by the service provider.
7) The document is not protected with a password.
8) It is in English, which is a supported language.
9) The file format is JPEG.
I have also attempted to submit high-resolution scanned documents, but those were also rejected. I explored submitting documents in different formats such as JPG and PDF, but unfortunately, they were rejected as well.
I am also unable to establish contact with an Account Health Specialist. When I attempt to use the "Call me now" feature, the system shows the call as connected but drops it after a few seconds, and I don't receive any calls from Amazon at that moment.
Opening any case results in automatic rejection by the system, and I am forced to appeal through a process that is also not yielding any positive results.And now, due to the deactivation of my UAE Marketplace account, my USA Marketplace account has also been deactivated. Until I am able to reactivate my UAE Marketplace account, the USA Marketplace account won't be activated, leaving me in a challenging situation due to continuous rejections and no assistance from the appeal process. I urgently request your help because if my UAE Marketplace account isn't activated soon, my entire Seller Central account will be suspended in 90 days, and almost 30 days have already passed.
5 replies
Stevie_Amazon
Hi there @Seller_WyD6ldudu5MRF,
I hope this finds you well.
I understand your account has been deactivated due to the unfinished registration process known as the global seller identity verification. I also understand that you have submitted utility bills previously, which were not accepted. I would like to provide you further clarification on the requirements of this process and the utility bill in order to assist you with the reactivation of your account.
I urge you to ensure your address verification document, the utility bill, meets the following requirements:
- Be valid (not expired, revoked, inactive or closed).
- Be high resolution and unobstructed (clear, readable, visible and in focus).
- Be complete and not cut off from any sides (not angled or cropped).
- Be a scanned image or photo of the original document taken from your mobile device's camera.
- Display the full document (front and back, if applicable).
- Be less than 50MB in size.
- Be in one of these formats: TIF, TIFF, PNG, JPG, PDF, and JPEG. Do not include special characters in the file name (examples: $, &, or #).
- Be authentic and unaltered.
- Must not be password-protected.
- Be in one of these supported languages: Arabic, Simplified Chinese, Dutch, English, French, German, Hindi, Italian, Japanese, Polish, Portuguese, Spanish, Swedish, Tamil, Thai, Turkish, and Vietnamese. If your documents are not in a supported language, you must submit a notarized translation in a supported language along with the original document.
In addition to those requirements, you will also want to ensure the name and address on the utility bill also exactly matches the address you have listed for your business address in Seller Central.
I also suggest providing a copy of your government-issued picture ID. This must be a signed document such as a driver's license or passport which shows the unique ID number, expiry date, and have your signature. There are a few more requirements present on the page I had previously linked, which I do urge you to reference with your document.
Do you have any other utility bills you may try to submit? If any of your documents do not meet this requirement, your account will remain deactivated.
In the case that there could be conflicting information, I suggest comparing your US marketplace account with that of your UAE account. In theory, if you were able to activate your US marketplace, you should be able to do so with subsequent marketplaces. I also suggest looking over the Global SIV FAQ.
If you need further assistance or have any updates for your situation, do not hesitate to update this thread. The Forums community and I are here to support you.
