Account deactivated when upgrading to Professional plan

Hi everyone,

I really hope someone can help me as I'm still fairly new to selling on Amazon but am having a very stressful moment.

I set up my Amazon seller account on the Individual plan around a month ago and everything seemed to be going really well. I've been selling via FBA and have sold a few items, I have good account health, no negative feedback or customer complaints, no defective products or anything like that.

I'm a limited company in the UK and I went through all the verification and ID checks when I set the account up last month. I'm pretty sure my account is setup as a business seller account as it has information about my limited company, registration number etc.

Things were going so well in fact that yesterday I decided to upgrade my account to Professional as I was about to ship around 40 items so it made sense to upgrade, the Individual plan was really for me to test the water and Professional seemed to offer a lot more benefits.

So I went into my account section and made the upgrade, and at first everything seemed fine, a lot more options started to show in Seller Central, but then I got a notification saying my account has been deactivated and that I need to reactivate it. This has majorly panicked me - I have existing inventory that is now been marked as stranded and that I can't sell, I've got income from recent sales that I now can't withdraw, I have another shipment due for collection tomorrow that I'm now hesitant to send in as I don't want to risk it getting lost in Amazon's system, and I have no idea how long it will be until my account is reactivated, or if it even will be!

When I went to reactivate it, at first it said I needed to resupply a proof of address such as a utility bill or similar from within 90 days, so I supplied a home utility bill. I then got a message in the Performance Notifications saying Amazon had received my request to reactivate but did not have enough information to do so, and I now needed to go through identity re-verification.

Even though I've only been using the UK marketplace, the message included a link to the US seller central and the choice between taking a photo of my face and ID, or booking a video call. I chose to go through the face photo route, which was meant to be quicker, and followed the instructions to take the front and sides photo of my face as well as photos of my UK driving licence, which was the same ID I used when I opened the account originally. I submitted that at 1.30pm yesterday, but I've heard nothing back since. I've contacted seller support, but the options are now much more limited and nobody has come back to me. When I go through to the Account Health part where it says to reactivate the account, it now says 'Our evaluation is complete' but the account is still deactivated.

I feel like I've done something wrong or been barred for violating some kind of rule, but I've done nothing wrong, everything was going well and I've got perfect account health, but now I can't do or sell anything! All I wanted to to was upgrade my existing account to Professional.

It's really stressful, has anyone else had this happen to them?