Can't request new number to receive OTPs without an OTP
This is very frustrating and I'm sure nothing new. But we can no longer receive OTPs at the number we've been using for years and in order to change the number, we need an OTP -- which we now cannot receive.
We provided information (including drivers license) to do this on May 3. On May 4 we received a confirming email and were told we would be contacted in 24 to 48 business hours. We have not been contacted and need to resolve this problem in order to have all of our work stations active.
Can't request new number to receive OTPs without an OTP
This is very frustrating and I'm sure nothing new. But we can no longer receive OTPs at the number we've been using for years and in order to change the number, we need an OTP -- which we now cannot receive.
We provided information (including drivers license) to do this on May 3. On May 4 we received a confirming email and were told we would be contacted in 24 to 48 business hours. We have not been contacted and need to resolve this problem in order to have all of our work stations active.
9 replies
Seller_Pv5A8fAWNxIoW
Same issue OTP not being sent via voice or sms. Two numbers both don't work. Can't add a new number without OTP. We are in the id verification loop as well. Had to put store in vacation mode so we don't get stuck not being able to ship orders.
Seller_NxPuqak8YNJEF
yes, it looks like the system is broken. I have 2 phone numbers and an authenticator to use to log in for 2FA. The primary phone number stopped working but my other phone number and authenticator still work. However, I just now tried to change out the phone number that amazon refuses to send 2FA text messages to a different one, got the verify text on it, put in password to confirm change, but instead of a success page, "Not Found The page you requested was not found." ...so the 2FA system is not currently functioning as designed.
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If you are able to ADD ANOTHER PHONE NUMBER AND AUTHENTICATOR APP, do it immediately. If you cannot add a 2nd phone number and authenticator app now, contact whoever and disable 2FA until they get it fixed.
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However, clicking back in history to get back to the login settings, it is now showing the new phone number in login settings. so, the error message seems to have been in error and the new phone number works as 2FA. To check if a new phone number is working as 2FA: log out, log in, and if it doesn't request 2FA, settings / login settings and that should force you to 2FA.
Seller_XJk5RkDQR39p0
I can't understand why they make it so complicated!
All one needs is an email which can be accessed from any device. Not a phone which could be out of batteries, or forgotten somewhere. or l o s t !
it's a sad state of affairs
Seller_1oT4ZOwrSByEE
i fell into an otp loop myself, and had to file tickets to have it removed, you have to switch to an authenticator to login as their system does not work.
we did not have account access for a few days, and were penalized with late shipments.
Seller_JYh7XUTOXFL6X
I don't know if this will help those here who are having problems, but I just learned that a Google Voice Account will no longer work for OTPs from Amazon. I don't remember seeing a notification about this. The posters here appear to be having other problems as well, but my landline is still working.
I even disabled two-step verification following the instructions at: https://www.amazon.com/gp/help/customer/display.html?nodeId=G3PWZPU52FKN7PW4 and it is still asking for an OTP when I try to login with just my password. In fact, it states: “You MUST add Two-Step Verification . . . before you can access it”
WHY CAN'T A TRILLION DOLLAR COMPANY MAKE SOMETHING THAT SHOULD BE SIMPLE WORK AS IT'S SUPPOSED TO???????
Seller_ylQVftyJX399v
hello i had this same problem. just delete the cookies on our computer and it will let you log in with out the otp. hopefully this help
Seller_ykhbOLKzydMPQ
This system really doesn’t make sense for companies that are trying to create company owned accounts for employees to access Seller Central. Requiring users to register a cell phone number and verify via text only (no phone calls or emails any longer), creates a lot of issues, especially for businesses!
We carefully control access to our seller account, only allowing employees to login on company computers, located within our offices. We also create business owned Amazon user accounts, tied to company owned emails, that employees use exclusively to access our company seller account.
A while ago Amazon made it so that we could not create new user accounts without text verification, but we refuse to allow employees to use their personal numbers as we do not want our company account tied to their personal accounts. Plus, most employees have already registered their cell phone under their personal Amazon account, and they don't have any other need for a company cell phone.
Initially, we got around this using free text messaging apps that provided a unique phone number, but this no longer works.
This has prevented us from creating any new user accounts, so we must use old accounts created for previous employees.
One of our customer service computers died suddenly and we were unable to recover the 2-Factor authentication from the OTP app. The employee no longer works here, so we have no way of recovering the account even though it was a company owned account tied to a company owned email address.
We specifically do everything in our power to insulate our company seller account from our employees' personal lives. Approximately five (5) years ago we got a violation regarding someone(?) leaving feedback that violated Amazon policy. While trying to resolve the violation, the Account Health team said that they could not tell us where the violation came from but explained that this type of violation could have come from anyone who has any type of affiliation with any person who had access to our account.
The Account Health team stated that feedback left by anyone who has any type of interest in whether or not our company succeeds would be a violation. This was to include friends and family members of employees as they would not want that person to be unemployed. The rep specifically said that a friend I visit and/or speak to 3-4 times a month could be considered review manipulation, but someone from high school that I only talk to through social media should be fine. They would not explain how those people would be identified, but I can only guess it’s through data they are collecting from any device where Amazon is installed.
To prevent any future issues we now require all employees to sign a company policy, as a condition of employment, which prohibits them from leaving any type of feedback and/or product reviews on Amazon. Furthermore, they must acknowledge that feedback and/or product reviews left by household members, friends, and family could be viewed as a policy violation by Amazon, resulting in account suspension. If our Amazon account is suspended, then there would no longer be a need for their position, and they could be let go.
While we understand that our employees cannot control the people around them, this policy was put in place on the advice of Amazon and as part of the Plan of Action. To resolve the initial policy violation and we were required to submit copies of the signed policy from all current employees. We now keep them on file in case of any future issues.
We understand that a lot of Amazon sellers are small, personally run operations, so it's not a big deal to link their seller account to their personal account. However, seller accounts owned by companies should be able to create employee user accounts, tied to a company owned email. It makes no sense for Amazon to expect businesses to give every employee's personal Amazon account access to their seller account. This would leave the Seller Account accessible on any device where an employee accesses Amazon and link our account to any/all people that Amazon ties that person to.
Based on the need for businesses to insulate their accounts from employees’ personal lives, email and/or phone should be allowed for all 2-factor authentication and a business phone number should be allowed on multiple employee user accounts.
