I have been selling on this US account since 2017 with a great account health record. Recently, I needed to change the business information from Taiwan company to UK company, but the country field is locked and in grey color. I updated all information and uploaded company documents, at the same time contacting Seller Support that we were unable to change the country. Seller Support replied saying they are working with internal team to enable us to change the country. While we are still waiting for a result from Seller Support, Identity Verification Team rejected our information and documents because the country selected doesn’t match the documents provided. I then resubmitted the same documents and information with a cover letter to explain the issue we were facing and still waiting for a result from Seller Support. Then Identity Verification Team deactivated my account. The solution they provided is to open a second account with a new email address.
Because the deactivation, now, I want to change the business information back to Taiwan company to have the store running, but there is no way I can edit the information. I called Account Health and got the same rejection message as the Identity Verification. I am still in the 30 days time frame to complete the verification according to the Global Seller Identity Verification Page.
Is there a way to ask Amazon to allow me to edit the business information again?
thank you for joining. I am sorry to hear that your Seller Account has been deactivated due to verification issues.
Please note that the account transfer process doesn’t work in the United States, unlike in Europe. While in Europe, it’s acceptable to change your business into a different country, in the US you really need to open a new account.
If you have a company, you need to sell the business to a different owner. Also, I don’t understand why would you need to change the business location. You should have kept the original business entity.
Also, most importantly, you should have asked for help and advice prior to performing any changes. Now, you already received multiple rejections.
Could you post here screenshots of everything you are seeing on the verification page and also all rejection communications from Amazon regarding the matter?
Thank you for your quick reply.
Yes, this is a business buying and selling. That’s the reason we needed to change the business information from Taiwan company to UK company.
We contacted Seller Support prior to taking action. They gave us a positive reply. We changed all other sections in INFORM Costomers Act successfully. When we faced the issue of locked country in business information section, we contacted Seller Support again. They replied saying they are working with the internal team to enable us to change the country. But they haven’t given us a result so far. But the verification process was triggered. We had no time but to tell Seller Identity Verification Team the problem we had. Then they shut us down and didn’t allow us to change the information again. Please find the screenshots attached.
In one email, Amazon said to appeal in order to edit the information again. But it is not true. When we click ‘Reactive Now’ button on Account Health Page, it leads us to contact Account Health but not allow us to appeal. We contacted Account Health, the only thing they can do is to tell us what happened to our account.
So, is there no way to get this account reactive again?
Can I write appeal email to those Amazon email list?
Should we go ahead and open a new account as they suggested?
Since you are still within the 30-day verification period, you should continue working with Seller Support and the Identity Verification Team, explaining the situation clearly and requesting them to unlock the country field for editing. Emphasize that you need to revert the business information back to the Taiwan company to restore your account. As an alternative, you might consider escalating the issue by requesting to speak with an Account Health specialist.
Thank you for your reply.
Yes, I am preparing a letter to Amazon Account Health Higher Department.
Because there is no way I can get help from seller central.
You shouldn’t have tampered with this field on your own. In the United States, it doesn’t work like in Europe. Amazon doesn’t allow the account entity to change into a different country.
Don’t communicate with Seller Support. If you would like to change your registration country back and fix it, follow this link:
If I follow this link, will the info I put in from the link override the current info?
My current business country is locked in Taiwan. I can’t change it. If I select UK from this link, will it change my business info from Taiwan to UK?
You should correct everything to convert it back into the former state. So, I wouldn’t go ahead with the UK country as a replacement. Just fix it back into the original condition.
Hello Kika
Thank you for your advice.
Could you share why you wouldn’t go ahead with the UK country, please?
We are okay with converting it back to the original condition to get the account up and running again. But it would be best if we can change the country to UK. That said we will listen to your advice.
I would advise you to focus on reinstating the account as you may eventually get to a point where they will stop responding back.
Apart from Europe, no other Amazon marketplace offers the option to transfer an account to a different business entity. It is theoretically possible, however you need to do it without amending the establishment field. You already messed it up by triggering the review of your account, when you chased the Seller Support for enabling the change of that field. You shouldn’t have done it.
I followed your link and submitted the original Taiwan company info. In 20 mins, I received the Identity Verification Process complete notification. (attached)
But it doesn’t reflect on my account. The info on my account is still the UK company info with a warning sign. Will it eventually reflect on my account? How long will it take?
That’s great to heart that you passed the verification.
Yes, it will normally take some time for the verification to get reflected on your account. And I would also recommend you to follow up (after weekend) by calling Account Health Team in case it hasn’t been updated by then.
Verification can be very tricky, that’s why I always advise that you are super careful before performing any changes to your account and do a research beforehand.
Whenever I update anything, I spend 2-3 months verifying if it can be like this and if it worked for others….
The info I submitted through your link doesn’t reflect on the account after weekend. I contacted Account Health Team on 22 Sep, they seemed not understand what I was talking about but referred my case to the internal team. It’s been 3 days. I haven’t received their reply yet. Do you have any advice on how long to wait or what to say to Account Health, please?
I received Acount Health’s reply below. This is the same message as before. They asked to register a new account instead. My business info doesn’t change and account is still deactivated. Any advice?
Unfortunately, it seems like you really messed up the account by triggering this registration change process. Had you just updated the business details without tampering with that uneditable field, you would have been fine.
The last option I can suggest you is to hire a lawyer and make him contact Amazon and explain what updates need to be made.
We followed your suggestion to convert the business info to its original state. We provided the original business information (Taiwan location) through your link. But the information we provided wasn’t reflected on the account despite receiving an identity verification completed email. We didn’t tamper with uneditable field (country). I also followed your suggestion to contact Account Health, but received the same message as before asking to register a second account. Unfortunately, your link doesn’t work for us. But thank you for your help anyway.
Since your account was deactivated due to a mismatch in business information and the inability to change the country field, it’s crucial to escalate the matter. First, reach out to Seller Support again, explaining the urgency and asking them to prioritize enabling edits to the country field. Include all the communication history to ensure they understand the issue fully. While waiting, it’s worth asking for a detailed case review by the Account Health or Identity Verification Team. If no progress is made, consider contacting Amazon’s Executive Seller Relations or filing an appeal through the Seller Central dashboard. In the meantime, keep within the 30-day window for resubmitting your verification.
This is why your account is in this state - since you made Amazon work internally on changing an otherwise uneditable field that normally cannot be edited.
If I were you, I would either create a nee account as previously advised by Amazon, or keep reaching out to them to either enable you to continue operating the account under the former entity or to allow you to go through verification under the updated details.
