Help! Stuck in Canadian Account Verification - Can’t Upload My Documents
I’m hoping someone here (or a moderator) can point me in the right direction. I’m in the middle of the Canadian account verification process and was asked to provide updated documents. No problem.. except I can’t figure out how to actually submit them.
Inside the verification portal, I only see an option to replace the registration document. There doesn’t seem to be any way to upload the other documents they requested.
I've been asked for my Company Bylaws, Articles of Inc., Proof of address, certificate of good standing.. Which I've submitted through CASE ID: 18489735451.
The tricky part is that the registration number on file is our seller permit number, which may be what’s causing an issue? It's unclear if that should be our Incorporation number or our state issued seller permit (Business license) Since opening the case, I haven’t received any update or response on the case.. just silence.
Has anyone run into this before? Do I need to go through a different channel to get these reviewed, or is there a specific way to upload multiple documents that I’m missing? Hopefully a mod can help me out a bit by looking into the case?
I appreciate your guy's help in advance!
Help! Stuck in Canadian Account Verification - Can’t Upload My Documents
I’m hoping someone here (or a moderator) can point me in the right direction. I’m in the middle of the Canadian account verification process and was asked to provide updated documents. No problem.. except I can’t figure out how to actually submit them.
Inside the verification portal, I only see an option to replace the registration document. There doesn’t seem to be any way to upload the other documents they requested.
I've been asked for my Company Bylaws, Articles of Inc., Proof of address, certificate of good standing.. Which I've submitted through CASE ID: 18489735451.
The tricky part is that the registration number on file is our seller permit number, which may be what’s causing an issue? It's unclear if that should be our Incorporation number or our state issued seller permit (Business license) Since opening the case, I haven’t received any update or response on the case.. just silence.
Has anyone run into this before? Do I need to go through a different channel to get these reviewed, or is there a specific way to upload multiple documents that I’m missing? Hopefully a mod can help me out a bit by looking into the case?
I appreciate your guy's help in advance!
Cooper_Amazon
Good Evening @Seller_olR9xEes2iJMd,
I am glad everything has finally wrapped up positively. As this final post you created has a lot of great information, I would suggest marking:
Just as some final thoughts for anyone facing the same issue as this where they can not upload the requested documents...
I'm still uncertain if they referenced the initial case I originally posted since that remains opened, and un-replied to, and I'm also believing that my email responses to the escalated review team were not being met since we kept getting the same boilerplate emails back 2 days apart...
However, we did have the documents readily available for review within the CASE ID initially submitted, as a response to the escalated team email (even though I don't believe they received this) and what I believe to have done the trick was to compile all the requested documents together into one long PDF, and upload that as "Reverification.pdf" into the only upload field we did have which was where the seller business license should have been (also one of the docs among all the others)
as "Most helpful response" using the three dots in the upper right hand corner of your post just in case if other seller's find themselves in a similar situation, your answer will be right at the top. Your discussion will have a green checkmark when searched within the forums validating that the issue was resolved.
Hope you have a fantastic week! See you around again on the forums. 🎉
Cheers, Cooper_Amazon
23 replies
Cooper_Amazon
Good Afternoon @Seller_olR9xEes2iJMd,
I took a look at CASE ID 18489735451 and see that you submitted the paperwork about 9 days ago. The case was transferred to the Seller Identity team about 3 days ago. I'd say if you don't hear back from them by Monday September 29th, 2025 please reach back out to us on this discussion so we can see what next steps can be taken. I am hoping they will get back to you sooner than that. Thank you for reaching out to us on the Seller Forums and have a great rest of your day.
Sincerely, Cooper_Amazon
Seller_I5fXHXcviluhG
Try switch the country at the top to US, check the registration page again and see if more options come up for you.
Cooper_Amazon
Good Evening @Seller_olR9xEes2iJMd,
Apologies that it has taken the team so long to get back to you. I have gone ahead and escalated CASE ID 18489735451 to one of our internal Seller Identity Verification teams to review. They should get back to us within the next few business days. Thank you for being patient with us on this matter and I look forward to bringing you back an update soon.
Sincerely, Cooper_Amazon
Seller_MlVCLoJjcX1ns
Amazon has the worst customer service of any place I have dealt with. I have uploaded my government issued docs and they reject them without explanation. My account has been suspended "Because I have failed to submit documents". I gave them exactly what they asked for! What would happen if every seller up and left Amazon?
Seller_olR9xEes2iJMd
Quick update for anyone following this thread or dealing with the same issue:
- 2 weeks ago: Posted here after being asked for updated verification documents but unable to upload them in the portal.
- Case ID 18489735451: Submitted all requested docs (Bylaws, Articles of Inc., Proof of Address, Certificate of Good Standing).
- 9 days later: @Cooper_Amazon confirmed the case was transferred to the Seller Identity team and advised to check back if no reply by Sept 29 2025.
- Sept 29: No update, so I followed up.
- 4 days ago: Cooper escalated the case internally to the Seller Identity Verification team.
- 3 days ago: Received an email from seller-verification-reviews-en asking for the same documents again already attached to the case aforementioned. I replied directly to that email and re-attached everything, since the portal still won’t allow multiple document uploads.
- Current status: No response or confirmation yet via email from verification team, and the original case opened still shows no movement.
Sharing this for visibility in case it helps others stuck in the same stage.
Thanks again to @Cooper_Amazon for escalating and all the help so far! I’ll update once I hear back.
P.S. I'm seeing that there are many people that can't upload documents correctly, I'm assuming this may be a system wide issue that may need to be addressed in the back-end. It's as if though Amazon started a mass-verification campaign without the necessary systems or infrastructure in place to account for it? I could be wrong here, just an assumption of mine.
Seller_olR9xEes2iJMd
Update Oct 13 (7 Days Later from last post, 3 weeks from start of issue)
Quick follow-up for anyone following this thread:
After my last post, I received another email from seller-verification-reviews-en with the exact same message as before, requesting the same documents and referencing the same portal that still doesn’t allow additional uploads.
I replied again with all the required documents attached, but then received a third identical email. It looks like their team may not be receiving reply emails at all.
To cover all bases, I have combined all requested documents into one PDF and uploaded it under the “registration license” field, since that’s the only option available in the portal.
Will update when news come in..
Hopefully this helps anyone else stuck in the same verification loop.
@Cooper_Amazon and @CR_Amazon: if either of you could check whether the upload was received correctly or if there’s another way to get the documents reviewed, it would be greatly appreciated.
P.S., @CR_Amazon, I am looping you in just because I saw that you assisted another user from a different thread with a similar issue where they didn't have the proper areas to upload documents, and the assistance you got them allowed for that issue to be fixed.. so maybe you can help out here as well?
Thanks again for your time and help!
Cooper_Amazon
Good Evening @Seller_olR9xEes2iJMd,
Apologies for the delayed response as I was out of the office last week. The last response I received from the team I escalated to before leaving said: "We will review the account and revert to this thread to share an update."
I haven't heard back since I came back from vacation, so I immediately followed up with them, highlighting that we would really like an update. I shared the timeline you broke down above stating that you have been patiently waiting for a response for over three weeks now and have seen no movement on CASE ID 18489735451.
I did see in your breakdown you mentioned you got an email from "seller-verification-reviews-en" team ... I don't know if that was the team I escalated to or not as they never replied to me after they said they would. Hopefully we hear back from them soon as I know you are anxiously awaiting a response. I appreciate your continued patience. Have a lovely rest of you day.
Sincerely, Cooper_Amazon
Seller_olR9xEes2iJMd
Final Update (Hopefully): Oct 17 (4 Days Later from last post, exactly 4 weeks from start of issue)
Initial CASE ID: 18489735451 , has remained silent, no replies.. However, we received notification in a new case not opened by us today stating that our documents have been reviewed and we're all set.
I'm incredibly grateful to @Cooper_Amazonfor keeping up on this for us, I don't think we would have gotten to a timely resolution without him.
Just as some final thoughts for anyone facing the same issue as this where they can not upload the requested documents...
I'm still uncertain if they referenced the initial case I originally posted since that remains opened, and un-replied to, and I'm also believing that my email responses to the escalated review team were not being met since we kept getting the same boilerplate emails back 2 days apart...
However, we did have the documents readily available for review within the CASE ID initially submitted, as a response to the escalated team email (even though I don't believe they received this) and what I believe to have done the trick was to compile all the requested documents together into one long PDF, and upload that as "Reverification.pdf" into the only upload field we did have which was where the seller business license should have been (also one of the docs among all the others)
Again, one final shout out to @Cooper_Amazonfor keeping up on this, I truly appreciate it.. the stress of having this over our shoulder leading into Q4 of the selling season lifted is a gift in its own. Thank you!
Hopefully this chain of events + resolution helps anyone else with this specific issue while attempting to go through their verification process.
