Account Deactivated-Multiple Account Policy Violation
A while back my cell phone was stolen with my Amazon seller login in it. I made a new account thinking I would never get access to my previous account. My new account was flagged for Multiple Account Policy Violation. So I needed to access my old account ASAP.
I finally did and I reactivated or reinstated it and then I permanently deactivated that original account and closed it. I kept my second account just because nothing personal. So, now I am stuck getting automated responses that I need to Appeal ALL Policy Violation when my account is in good health 200/1000 . I read the Multiple Seller Account Violations and proved that this was all not intentional and because my phone was stolen and I proved a police report and everything.
Should I just deactivate this current account all together , I am so stuck and have sent a years worth of Appeals.
27 replies
Seller_rI7BZIczK8iAC
Amazon tells you the name of the account you are related to. If this is your FIRST, closed by you account, just send them a screenshot of the confirmation Amazon sent you at that time.
Emet_Amazon
Hello @Seller_qh5YLOcmOYiCG,
Thank you for posting your concerns with your account deactivation.
A while back my cell phone was stolen with my Amazon seller login in it. I made a new account thinking I would never get access to my previous account. My new account was flagged for Multiple Account Policy Violation. So I needed to access my old account ASAP.
I finally did and I reactivated or reinstated it and then I permanently deactivated that original account and closed it. I kept my second account just because nothing personal. So, now I am stuck getting automated responses that I need to Appeal ALL Policy Violation when my account is in good health 200/1000 . I read the Multiple Seller Account Violations and proved that this was all not intentional and because my phone was stolen and I proved a police report and everything.
I appreciate you sharing this information and concern with your account. Typically when it comes to a multiple account policy violation, once you've confirmed the associated store has been reinstated, you simply need to confirm that the store was reactivated. This will trigger a review to ensure compliance with this policy.
As mentioned by @Seller_rI7BZIczK8iAC have you attempted to provide examples or state the associated store was reinstated? Do you have any case ID or reference confirming the associated store was closed? As an additional side note, if you have attempted to close the store prior to reactivation it may result in the inability to log into the account ever again and will be come permanently inaccessible. Per our close your account policy a deactivated store is not eligible for closure.
If supporting evidence is available of this please post it here or through your case and provide the case ID here so I can look further into your situation and engage any necessary teams that need to be involved. Once I have more info to research I can provide more direct guidance and support on this situation.
So I am address all parts, if the associated store is still deactivated, please post the reason for the original accounts deactivation here, this will allow me to help with any next steps that need to take place as well.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Emet_Amazon
Hello @Seller_qh5YLOcmOYiCG,
Thank you for following up and providing your screenshots.
I assumed I would never access my first account so I made a second account.
You say that an deactivated account cannot be permanently closed, I dont understand.
I wanted to reach back out and try to offer some additional clarification to your concerns. At this time I have worked with the appropriate teams and managed to confirm your originally created account is still in a deactivated status, as you mentioned and through your screenshots confirm you successfully closed your buying account. This is as previously mentioned irreversible and makes ever using that store impossible.
As additional confirmation of the situation, the original store appears to have been deactivated for verification back in October of 2023. The only path forward would be to provide the standard verification information through a case and to post your case ID here. This requested information will typically include the following:
We require at least two documents in order to verify your identity:
- Identity document - A government-issued photo identity document that is used to confirm one’s identity, such as a passport or national ID. This document must match the proof of identity information selected under Identity data.
- Additional document
- Business Licenses: We require a document that proves that your business is valid, such as a business license or equivalent business document. This is a government issued statement displaying information on your business.
- Proof of address: We collect a proof of address document, such as bank statement or credit card statement. A bank statement is an official document issued by your bank or other financial institution that summarizes your account activity over a certain period of time - typically one month.
- Additional documents for legal and compliance obligations. Based on your business' physical location or the store(s) in which you operate, we may request additional documents and information about your business.
In order to ensure your documents are not rejected, make sure that they meet the following requirements:
- Be valid (not expired, revoked, inactive or closed).
- In order to ensure your documents are not rejected, make sure that they meet the following requirements
- 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.
You can also review our global seller identity verification policy for more information on these requirements. Once you have this information ready for submission, please submit this information here through a case so I can work with our teams on next steps to attempt and resolve your situation.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Emet_Amazon
Hello @Seller_qh5YLOcmOYiCG,
Thank you for following up on this.
Your information was removed as this is a public space and all screenshots provided included very personal information that should not be posted here.
As previously mentioned personal information should be provided in a case, or a case will need to be created so you can do this. The first question I have is have you reviewed your case log? Typically when you request support a new case is generated and put here for you to review later or follow up if needed.
If you do not have any cases or would like to start a new case, please follow the guidance below:
- Click on Help in the top right of seller central.
- Verify the store region is correct and select "Selling on Amazon" under service.
- Click on the new "selling on Amazon" button below the drop-down.
You should now be on the "Get Support" page:
- Click on "Account Health" in the menu
- Proceed to click "Reactivate Your Account"
- Very important: select "Get help with my appeal from Account Health Support"
- You will now be presented with the process of creating your case.
You will find from this point that there are no options to submit attachments, you will need to fill out the form and create your case. Once the case has been created you will be eligible to submit new attachments and supporting evidence. If you create your case and are unable to find it or are not redirected to the created case. Please follow the link to your case log and the new case will be at the top of your lobby.
At this point in the process, please submit everything you had provided here on your new case and post only the case ID here. This will ensure your personal information is being kept safe in the case, and away from the public eye. Again as previously mentioned in my last post, once I have more information and the supporting evidence I can work with the appropriate teams to ensure everything is being reviewed.
If you have any additional questions or concerns, please do not hesitate to reach out so I can continue to support you as best I can.
Emet.
Emet_Amazon
Hello @Seller_qh5YLOcmOYiCG,
Thank you for following up with your case, and providing your information.
I have reached out to the appropriate teams to have this information reviewed. Our teams will review your information to verify compliance and resolve the original account issues, once completed they will provide and update with additional information. Once I have an update on this I will reach back out to convey their resolution of the issue, or if any more information is required. I appreciate you working with me to find a resolution for your situation.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Emet_Amazon
Hello @Seller_qh5YLOcmOYiCG,
Thank you for following up, I am reaching back out as I received some additional information.
I would first like to advise that the information you provided allowed our team to restore access to your original store, apparently the store was not completely closed allowing them to resolve the access situation. Accessing this store at this point will be very important for the next steps, we are now requiring that you sign into that store, update any necessary information with relevant details to fully restore access.
Once you have fully restored access, we will ask that you provide one or both of the following documentation:
- A utility bill for piped or natural gas, electricity, piped water, mobile phone, fixed-line phone, or internet service dated within the last 90 days with the your name and address visible.
- A business license (BL) or an equivalent business document if applicable
Please also note that the name and address on the documents, should exactly match the name and address used on the that store. I additionally posted our document requirements a few weeks ago including the specific document requirement, they do apply to the utility bill and or business license requested. I will ask that you continue to follow up should you run into account access issues.
I am still here to offer any available guidance or support moving forward. I look forward to any updates you provide or questions you may have.
Emet.
Emet_Amazon
Hello @Seller_qh5YLOcmOYiCG,
Thank you again for reaching back out.
Per the guidance received from our teams, they have restored access to your previously inaccessible store. You will need to sign into that store and submit your document. If you experience issues with signing into that store. I would then advise using the same case you have already created: 17424341851. This will ensure all requested information is present in the same spot for review. Once you have uploaded your documentation to the case, let me know so I can communicate with our teams know to proceed with their review.
Emet.
Emet_Amazon
Hello @Seller_qh5YLOcmOYiCG,
which account do i update? my original account or my current account?
my original account is not letting me log in.
As mentioned in my most recent post, I offered guidance on what steps need to be taken and what to do if you encounter any issues. Since there appears to still be access issues with your original account, you will need to submit your utility bill and or business license through the case 17424341851. Once you have provided the requested documents and they meet our mentioned requirements above, follow up here to let me know. I can at that point continue working with our teams and provide them your documentation for review.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Emet_Amazon
Hello @Seller_qh5YLOcmOYiCG,
Thank you for following up on this and letting me know you uploaded your documentation.
Looking over the provided documentation, I do see that they do not meet our requirements and would be rejected. Prior to transferring these details to our review team, I ask that you upload a utility bill dated in the last 90 days.
- Be valid (not expired, revoked, inactive or closed).
- In order to ensure your documents are not rejected, make sure that they meet the following requirements
- 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.
These are the requirements I provided earlier, I highlights some specific concerns I identified with bold text. As not to share any of your information in this space, I can advise that the images provided were screenshots which are almost never accepted. As outlined we require a scanned image, or a photograph of the original document for verification. The screenshots also showed limited information and were cut off at some points, thus they would not have been accepted.
Being unfamiliar with this company, do they provide physical copies of your bill that you can request or print out? If not, are there any other utility bills you can submit?
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Emet_Amazon
Hello @Seller_qh5YLOcmOYiCG,
Thank you for following up on the situation.
I have looked over the mentioned cases and found that screenshots of your mobile phone were provided. At this time these documents cannot be accepted as they do not meet our minimum requirements. The documents are screenshots from a mobile device which cuts off the full document. This along invalidates the documents and information you're trying to provide. We will need an original print out bill scanned so that "ALL" necessary information is present.
If this provider does not offer a more detailed utility bill, we will require a different utility service such as gas, electric, water, or internet. All required information needs to be present, such as full name, address. I did see you attempted to provide a different bill relating to school, these are not considered valid in these situations and would not be accepted.
Once you have provided a new utility bill or business to the case, please follow up again with the case ID you used. This will allow me to again review the situation and documentation prior to transferring the documents to the appropriate teams.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
