Account suspended for security concerns on account
Hi,
I hope somebody can help us. 15 days ago we were advised our European selling accounts were suspended because it looked like somebody had tried to access our account. We were advised to change our email address, password and to have 2 factor authentication set up (it already was, so I don’t know how anybody could have accessed our account without us knowing). We followed the instructions and advised the seller performance team and no response.
We have sent several emails since asking for the suspension to be removed but still no response. We managed to contact another department who claim they spoke to seller performance who said we needed to create a whole new account. I replied asking why and what about the money on our account we are due (which they won’t pay us because our account is suspended), and many more questions but yet again - no reply. We have asked repeatedly for an explanation of exactly what is wrong and exactly what we need to do, but no response.
To make things even more confusing. We use the same login details to access our USA and Australia Amazon accounts (they are all linked) yet those accounts are not suspended and they have no issues with the security on our account. It is only the European account. Surely if there was a security issue with our account then it would apply to all accounts (as the accounts are all linked).
None of this makes sense. We’ve done nothing wrong. Followed the instructions in changing the email address and password on the account but it still remains suspended. We can’t even speak to anybody to find out what’s the problem.
Can anybody help? Provide a phone number for Amazon? Does Amazon staff check these forums, if so can somebody escalate the matter?
Thanks,
Andrew
5 replies
Seller_EJIX7rqDNQJi2
I am sorry to hear that your account has been suspended. You haven’t posted the suspension notice but this sounds like a serious issue which can take some time to get resolved.
Normally, you are asked to submit a Plan of Action where you will describe how you handled the issue and what you will do to prevent this from happening again. Otherwise, your account won’t get reactivated on it’s own after updating the login details.
Definitely don’t create a new account and don’t listen to any instructions provided by the Seller Support over the phone.
I would advise you to review these Amazon help pages and use them when working on the appeal:
https://sellercentral-europe.amazon.com/gp/help/32261?language=en_GB&ref=ag_32261_cont_G40321
Seller_POqAoneP5Q8Qh
Thanks Kika. I don’t understand why I shouldn’t contact them multiple times - if they don’t acknowledge receipt of the issue and the case is closed, there is no way of tracking or even knowing if they are actioning the issue.
We received a response the other day to one of the new emails sent where they asked for a timeframe so they could start to investigate. I have no idea what the timeframe has to do with it, but we provided the information and again no response. We also emailed the generic managingdirector@amazon.co.uk email address and still no response.
We’re in complete limbo. What can you do?
