No Response from Two-Steps Verification Account Recovery after a week
I have been unable to access my main seller account for a week. Suddenly, the OTP started failing, and I have no way of recovering it. I have tried everything: clearing the browser cache, ensuring the email and password are correct, and starting the Two-Step Verification Account Recovery process a week ago using my US ID. As of today, I still haven't received any responses. I am currently in the final stage of enabling my listing with the inventory already restocked, and this has been the most frustrating experience with Amazon Seller Central. Is there a way to follow up on this?
No Response from Two-Steps Verification Account Recovery after a week
I have been unable to access my main seller account for a week. Suddenly, the OTP started failing, and I have no way of recovering it. I have tried everything: clearing the browser cache, ensuring the email and password are correct, and starting the Two-Step Verification Account Recovery process a week ago using my US ID. As of today, I still haven't received any responses. I am currently in the final stage of enabling my listing with the inventory already restocked, and this has been the most frustrating experience with Amazon Seller Central. Is there a way to follow up on this?
8 replies
Stevie_Amazon
Hey there @Seller_SqwhqBoRQPUKD,
I hope this finds you well!
I just wanted to let you know that I am engaging with another Community Manager who will further review this scenario.
All the best,
Stevie.
Seller_Kn7PE9rhSYXk9
Seller support is beyond useless. I submitted ticket after ticket for almost a month and nobody could/would help me. The closest thing to help I got was near the end when one of the support agents told me that I should call customer support ( the 2SV is the same for your seller/buyer account ) and get them to help reset it. But before I did that, that same day I logged into the mobile app and the new update allowed me to change my 2SV so I didn't have to go through that anymore.
Seller_Kl53CHl0ygVod
"Two-Step Verification Account Recovery process"
keep do it twice a week. It took me nearly 1 month for them to reply my requested.
Seller_NIDJ9KbeMX19L
UPDATE
I wanted to share an update regarding my account recovery process, which took nearly two weeks. It was an extremely frustrating experience. I was surprised by the lack of assistance from customer service. Despite calling every available customer service number and receiving numerous promises of follow-up, NONE were fulfilled. Additionally, my multiple requests for case updates went unanswered, and seeking help from Customer Service on Amazon Forum proved to be very unproductive.
I appreciate everyone in the thread who offered suggestions. I tried updating the two-step verification settings via the phone app, but unfortunately, it requires the web version. I also attempted to reset the two-step verification through the linked buyer account, as suggested by some of you, but that method was unsuccessful. The customer service team acknowledged the linked accounts, forwarded the case to the recovery team, and, as you can guess, never followed up or answered.
So what did help? Contacting Amazon Seller Support on Twitter. I texted them on Twitter, explained the situation, and asked for help in escalating my case. They usually respond within an hour. After so many instances of being ignored by customer service, it was nice to finally have a two-way conversation. Persistence was key: I continued to request updates to ensure my issue was being addressed. After approximately three days of consistent follow-ups, my case was finally resolved, and my account was recovered. I even received a call from a Twitter Amazon Seller Customer Service supervisor, who confirmed the resolution and apologized for the delay.
P.S. I also recommend submitting your ID every 48 hours.
Hope my post helps people in similar situations!
