Hi everyone,
I need some advice.
The situation:
• Identity and MCID documents were already verified and approved by the internal team 8 days ago.
• Support keeps saying there is a “technical glitch” and promising a resolution within 48 hours.
• I’ve received this same canned response 3 times now, but the account remains inactive.
• Seller account is healthy, FBA inventory is live, and I have my first 5-star reviews, but I can’t launch PPC.
Has anyone successfully resolved this “stuck” status lately? Should I escalate to the Executive Team or is there a specific way to trigger a manual override?
Thanks!
When an Amazon Advertising account is stuck in “payment verification” despite documents being approved, it is usually a backend linkage issue between your advertising profile and billing entity rather than a real compliance problem, and standard support agents often cannot manually fix it.
Since your seller account is healthy and inventory is live, the issue is likely tied to the advertising billing profile, MCID linkage, or payment method tokenization failing during sync, which creates the endless “technical glitch” loop.
The most effective approach is to open a new case under Advertising Support specifically referencing your advertising profile ID and request escalation to the Advertising Payments or Advertising Account Specialist team rather than general support, clearly stating that identity has already been verified and asking for a manual re-sync or backend refresh of the billing profile.
Avoid opening multiple duplicate tickets, as that can slow internal routing, and instead reply within one case requesting supervisor escalation and citing the exact date verification was approved. If after another few days there is no resolution, a concise escalation to Amazon Executive Seller Relations can help because they can internally route to a higher-tier advertising team, but this should be structured and factual rather than emotional, focusing on revenue impact and the fact that verification is already completed.
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This is a classic ‘Internal Loop’ error. Even if your docs are approved, the Advertising API often fails to sync with the Seller Identity node.
3 Things you should try immediately:
The ‘Credit Card’ Refresh: Try adding a completely different credit card (even if the current one is valid) to trigger a fresh verification ping. This sometimes ‘wakes up’ the automated system.
Global Account Check: Look at your Brazil/Mexico marketplaces (I see Brazil in your screenshot). Sometimes a pending tax interview or verification in a secondary market holds up the US advertising account.
Escalation: If it’s been over 2 weeks, stop opening regular tickets. Use the ‘Call Me Now’ feature during US business hours and ask for the ‘Captive Team’ or ‘Internal Advertising Specialist’. Regular support can’t fix glitches, they only read scripts.
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And can you give me the specific escalation email for the Executive Team? Thank you!
