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ACCOUNT RECOVERY

Number of SP's Intent: 1 Enumerate the Seller intent: the SP is unable to send the OTP for 2SV even if they sent it many times to their phone number and they confirmed that there were no OTP being sent

Research Done:

Seller Emotion: N/A Seller provided identifiers or documents: N/A Skill: M@ Contact Marketplace: US Paragon workflow (PWF): Account settings and registration Account Access 2-Step Verification

Help page link: N/A SOP link: Handle a Two Step Verification Account Recovery Issue https://paragon-na.amazon.com/hz/codex?id=GUID-13F1DB5D-F196-41E3-B14D-61BEDF11C518&layer=US&referrer=Paramount

Troubleshoot Issues Receiving a Two-Step Verification (2SV) Authentication Code https://paragon-na.amazon.com/hz/codex?id=GUID-8CD1C96E-877E-4CA5-9C08-A8B663A1D061

Tool link: N/A Was I able to address the SP's Intent?: no, educate the SP about the account recovery process

Hello from Amazon Selling Partner Support,   I understand that you are having account log in issue and you want to contact us via chat support.   For situation like this, we highly recommend sellers to go through account recovery.    To process your account recovery, please follow the steps below:  

  1. Attempt to sign in to Seller Central, and click "Didn't receive the code?" on the bottom of the page where you enter your authentication code. Select your backup method to receive codes.  
  2. If you do not have access to your backup device, you will need to go through the account recovery process. Visit https://www.amazon.com/gp/help/customer/display.html?nodeId=202073840  
  3. This will require you to submit a copy of your government-issued identification to confirm your identity. This usually happens within 12 hours, but it could take 1-2 days.  
  4. Once your account is recovered, you will be required to enable Two-Step Verification again. You can enter a new primary and backup method for receiving your authentication codes, which you can change at any time on the Advanced Security Settings page. When you re-enable Two-Step Verification, you may notice that your previously designated phone numbers are populated in the fields.   If the numbers are no longer valid, visit Two-Step Verification (2SV) Setting: https://www.amazon.com/a/settings/approvaland delete the outdated information.

Note: Please see that attached file that contains the ISD codes supported by Amazon. You may utilized this in case you are using phone number that is not supported.