2 step verification reset nightmare
verified professional account seller ( also handmade accepted ) and one week ago I got a new phone and discovered ( after factory resetting my old phone ) that the authentication app on my new phone has no details for amazon 2 step verification - saying that it needs to scan the QR code .
so I read amazons FAQ which says
" If you don’t have a backup device and can’t change your settings, you’ll need to go through the Two-Step Verification Account Recovery process. This process requires you to submit documentation verifying your identity. Once verified (usually within 12 hours), Two-Step Verification will be disabled so you can log in. On your next login, you will be required to set up Two-Step Verification again, this time using devices that you have access to."
sounds simple enough so I submit a scan of my passport… but after waiting 4 day and multiple cases with seller support still no resolution .
first the verification team sent me to a page to update my details ( I had no need to update my details as I’m still using the same phone number and all other details remain the same so changing anything would probably cause me to fail the verification process ) .
after submitting a second time I get a message from the verification team saying “We received your documents, but they did not contain the information we need to confirm that your account recovery request is legitimate. Please use the link below to upload the document again .
You will be required to upload a scanned copy of a valid official photo ID (driver’s license, passport, etc.) to confirm that your account recovery request is legitimate”
even though it is the same scan of my current valid passport that I used for verification when opening the seller account .
thank god I still have access to my account via my laptop otherwise I’d be in real trouble - but still living in fear of the moment that it randomly asks for the 2 step verification code .
16 replies
Seller_7VbclcPFFRTnc
This post was from a mod re two step maybe they can help as its been 4 days
Seller_WkBdCFAza2Huc
I’ve had similar issues for nearly 2 weeks now.
Had to do a refresh of Firefox and that caused the need for 2SVC.
Tried sending it to the saved mobile number by text, mobile number by call, backup home line by call… none of them received anything (and still haven’t when trying a few days later as seller support thought it was a glitch which should be sorted in 24 hrs).
Advised to change to another method, but you can’t without entering the 2SVC code to get into login settings! Like you, approx. a week ago I tried the Two-Step Verification Account Recovery . Uploaded document , and advised max 24-48 hrs (that was over a week ago) and a few hours later received a confirmation email saying they will be in touch and not to open a new account.
Case with SS was transferred and unable to be responded to. Tried the MD email (that briefly appeared visible in my cases which I hadn’t noticed before and then was removed).
I’m still able to access Amazon account via Chrome browser but obviously worried if that ever needs refreshed I will be completely frozen out of account. And can’t set up on any new devices if as am wanting to do soon, update laptop.
Would advise anyone before they do any updates/ refreshes that they check they can receive the 2SCV’s in advance. Until about 4-6 weeks ago I could receive them no problem on any of my saved numbers … now they don’t.
Seller_KUoAK0tMBw8NX
finally sorted … I think the problem was that I needed to update my business status after upgrading to professional ( which amazon never notified me was required ) . so that’s why my account details werent showing as correct for the Two-Step Verification Account Recovery process .
