Need urgent help! Seller account has been hacked
Our seller account has been hacked. Email, password, phone number, everything has been changed. We are unable to login. Orders are still coming in and we can't do anything. FBA orders are still being shipped with the proceeds going to the hackers bank account. Seller support has been completely unhelpful up to this point and it seems like they do not care. We simply get a response that says login into your account and change the email before they can do anything... if we could do this there wouldn't be any problem!
I've contacted Amazon through twitter and they said they're looking into but nothing as of yet and I'm not optimistic they will truly be able to help in a meaningful way. We're desperate for help and don't know where to turn. We've been completely unable to talk to a real person with the proper authority and explain the issue and prove that the account is ours. If they just look at our account they will see very clear suspicious activity.
Does anyone know of anything I can do or how to proceed? Is there anyone on this forum able to assist? Any and all help is truly appreciated.
Need urgent help! Seller account has been hacked
Our seller account has been hacked. Email, password, phone number, everything has been changed. We are unable to login. Orders are still coming in and we can't do anything. FBA orders are still being shipped with the proceeds going to the hackers bank account. Seller support has been completely unhelpful up to this point and it seems like they do not care. We simply get a response that says login into your account and change the email before they can do anything... if we could do this there wouldn't be any problem!
I've contacted Amazon through twitter and they said they're looking into but nothing as of yet and I'm not optimistic they will truly be able to help in a meaningful way. We're desperate for help and don't know where to turn. We've been completely unable to talk to a real person with the proper authority and explain the issue and prove that the account is ours. If they just look at our account they will see very clear suspicious activity.
Does anyone know of anything I can do or how to proceed? Is there anyone on this forum able to assist? Any and all help is truly appreciated.
6 replies
Seller_AXC06kcsKI1qG
How to contact Seller Support when you can't log into your Seller Central account
Steve_Amazon
Hi @Seller_vc4uOEyCmmcQ4,
Steve from Amazon here, thank you for reaching out. Please follow the steps below to try and recover the account.
1. Verify that you are using the correct email and password combination. If you have more than one Amazon account with the same email address but different passwords, use the corresponding password for each account.
2. Ensure that there are no extra spaces in your password. This can happen when you copy and paste your password from somewhere else.
3. Verify that you entered the most recent Two-Step Verification code you have received, if you are prompted to enter one. Older codes will not work. For more information, see Two-Step Verification FAQ.
4. To reset your Two-Step Verification follow the steps here.
5. Clear your browser cookies and cache or try logging in with a different browser or device.
6. Use our Password assistance page to verify whether the email address you are using is the one registered in our system.
7. Log on to Seller Central using your new email and password combination.
If these steps do not resolve the sign-in issue, it is likely that your email and password combination is not associated with an active Seller Central account. If you did not deactivate your account, Contact Us.
If you continue to run into issues with this after trying these steps please let me know.
Thanks,
Steve
Seller_STRazqCK3xggT
Hi @Seller_vc4uOEyCmmcQ4
I'm sorry about it. I really know what you are going through. My account was hacked on Oct 7th but luckily, I got the login credentials reverted back, and now I'm fighting to remove a malicious admin user the hackers left in my account. My account is deactivated, so hackers also cannot get the proceeds and after trying to activate it, they seem to be just waiting now... scary.
I will tell you how I got it back. As you know, Amazon doesn't care about sellers. You know you cannot open a case with Seller Support because you cannot log in.
Your best chance is to contact them as a customer, asking them to revert back the account to your credentials. As hackers changed everything, your email, phone number, billing address, etc.. the way I found to prove I was the owner of the account was to provide the attendant with an order number I placed. You might have it in your email.
Tell them which email address you had on it, which phone number and the number of an order you placed. You might have to call many times because some attendants just don't get it. Until you find one that open an internal case and send it to the Fraud Department. Sometimes they say they will send to the Specialists.
You have to insist. The number for Account and Login issues is:
1-800-388-5512
I got my account credentials back after a week of the hacking. Calling them every day and telling my story to different people. Amazon sent an email saying the changes were reverted.
Good luck!
