Ignored by Account Health Team - Need Help!
Hello there
I'm reaching out to the community because I'm facing a major issue with my Amazon seller account and I'm hoping someone here might have some advice or similar experiences to share.
Situation Overview:
My Amazon seller account was recently suspended with the following message:
"We were unable to verify information related to your seller account, or did not receive any new information regarding your listings or selling history."
Following this, I was asked to submit a Utility Bill, which I promptly did. To be thorough, I also included my business documents. However, I received the following response:
"Thank you for submitting your appeal. We have received your submission but do not have enough information to reactivate your account at this time."
Current Problem:
I've been trying to contact the Account Health Team every day, but they simply do not answer the phone! I'm at a loss for what to do next. How can I figure out what is wrong with my documents if no one is willing to communicate with me? The review team keeps sending the same generic response, and it's incredibly frustrating:
"Thank you for submitting your appeal. We have received your submission but do not have enough information to reactivate your account at this time."
Questions:
Has anyone else faced this issue with getting in touch with the Account Health Team? If so, how did you manage to get through to them?
Are there any alternative methods or channels to contact the Account Health Team effectively?
What additional information or documents should I consider providing in my next appeal to increase the chances of reactivation?
Additional Context:
I submitted a clear and recent Utility Bill along with my business registration documents.
The generic responses from Amazon are making it impossible to understand what specific information is missing or insufficient.
Any advice, tips, or shared experiences would be greatly appreciated.
Thank you in advance for your help!
Ignored by Account Health Team - Need Help!
Hello there
I'm reaching out to the community because I'm facing a major issue with my Amazon seller account and I'm hoping someone here might have some advice or similar experiences to share.
Situation Overview:
My Amazon seller account was recently suspended with the following message:
"We were unable to verify information related to your seller account, or did not receive any new information regarding your listings or selling history."
Following this, I was asked to submit a Utility Bill, which I promptly did. To be thorough, I also included my business documents. However, I received the following response:
"Thank you for submitting your appeal. We have received your submission but do not have enough information to reactivate your account at this time."
Current Problem:
I've been trying to contact the Account Health Team every day, but they simply do not answer the phone! I'm at a loss for what to do next. How can I figure out what is wrong with my documents if no one is willing to communicate with me? The review team keeps sending the same generic response, and it's incredibly frustrating:
"Thank you for submitting your appeal. We have received your submission but do not have enough information to reactivate your account at this time."
Questions:
Has anyone else faced this issue with getting in touch with the Account Health Team? If so, how did you manage to get through to them?
Are there any alternative methods or channels to contact the Account Health Team effectively?
What additional information or documents should I consider providing in my next appeal to increase the chances of reactivation?
Additional Context:
I submitted a clear and recent Utility Bill along with my business registration documents.
The generic responses from Amazon are making it impossible to understand what specific information is missing or insufficient.
Any advice, tips, or shared experiences would be greatly appreciated.
Thank you in advance for your help!
6 replies
Seller_rI7BZIczK8iAC
Copy and paste here THE WHOLE email Amazon sent you. Nobody can give an advice knowing only the half facts.
As a seller, you can NOT call Amazon. Also no human will check your documents and kindly inform you what is wrong. The AI says "NO" and you have to find out yourself what is wrong.
Without the original message we don't know if your problem are really the missing documents. It sounds like there is something more behind, since you made an appeal. But - without original message, nobody can be helpful.
Seller_LImVvUWeyiCfQ
Being thorough is giving Amazon exactly what they ask for; nothing more, nothing less. Sending documents other than what Amazon requested is not helping your cause. More is never better in this case.
Are you sure everything on the utility bill matches exactly with what is in your account? Are you sure the documents meet ALL the requirements?
Do you have a valid credit card on file with Amazon? You can sign up with a debit card but you must have a credit card in order to sell.
As Brigitte pointed out, this is never a good sign and usually means if you don't submit exactly what Amazon needs, they'll stop communicating with you. And they'll only give you so many chances to get it right.
LeviDylan_Amazon
Hello @Seller_tS49q79Cwm1G2,
Thank you for posting on the Seller Forums. Also, thank you @Seller_rI7BZIczK8iAC and @Seller_LImVvUWeyiCfQ for sharing helpful guidance on this topic.
I see that your account was deactivated for seller identity verification requests and you have questions about how to address this.
Typically, you will be asked to provide a utility bill (piped or natural gas, electricity, piped water, mobile phone, fixed-line phone, or internet service) that matches your information in seller central, dated in the last 90 days. If there is a mismatch of information, the bill is unable to be verified or it does not meet our requirements, your submission may be denied. Below is a list of document requirements for your resource:
-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.
If the service bill that you submit is not accepted, you will be required to submit a valid business license.
Has anyone else faced this issue with getting in touch with the Account Health Team? If so, how did you manage to get through to them?
Are there any alternative methods or channels to contact the Account Health Team effectively?
Depending on the status of your account, you may not have access to reach the account health support team by phone. You will have the option to utilize the "contact us" button to communicate with that team.
Once you have reviewed the information above, please feel to respond in this thread for further guidance. The Forums community and I are here to support you.
Wishing you the best,
LeviDylan
