Hello everyone, I’m posting this to share my experience and hopefully get visibility on a technical issue with the Canada Identity Verification process that has deactivated my account unfairly. I’ve seen many other sellers reporting the same issue, so I want to document my full story here.

My situation

I received the Canada Identity Verification request on August 12, 2025. At first, I was able to submit the form — but the system would reopen it automatically as if I had never submitted it. I resubmitted several times, but it kept resetting. When I contacted Amazon Support, they confirmed it was a technical issue and said they had raised an internal review to investigate. Later, when I tried again to submit the form, I started receiving a new error message saying:

“Provide a new phone number or select an already verified phone number.”

The problem is, my phone number has always been verified and active since the first day I opened my account.

I even tried providing a new number, but I kept getting the same error. Since September, I have been in constant contact with Amazon Account Health Support, reporting this same issue. Several agents confirmed that it was a system bug and apologized, saying that the technical team was reviewing it.

Amazon’s confirmation

One of the Account Health Specialists even wrote in their summary email:

“I completely understand your frustration – you’re trying your best to complete this verification before the October 10, 2025 deadline, but technical issues are preventing you from doing so.”

So Amazon clearly acknowledged that the problem is not on my side — it’s a technical issue on Amazon’s end.

Deactivation and 72-hour case

Despite this, on October 28, 2025, my account was deactivated due to the same verification issue.

At that time, Account Health Support (Nithin and Margaret) confirmed again that:

My account metrics were excellent .

My account was deactivated only because of the verification bug, not because of performance.

A priority internal case (endig8641) was created with a 72-hour resolution timeline to fix the technical issue.

Current status

That 72-hour window has passed long ago.

Then, I discovered that Amazon closed the case without any resolution, even though the issue remains.

I called again, explained everything from the beginning (as I always have to do), and they reopened the case — but still, there’s been no update or result from the internal review.

This internal review has been “ongoing” for over three weeks, and no one can tell me what’s happening.

I was also informed that only the first agent who raised the internal review can see the result, which means that when Amazon closes the case and opens a new one, the investigation progress gets lost and every new agent starts over.

Why I’m posting

This entire process has been exhausting.

I’ve provided all my information, documents, and even asked Amazon to manually verify my identity if needed — but the system bug still prevents submission, and I still have no resolution.

I know other sellers are dealing with this same verification glitch. It’s unfair to have our accounts deactivated because of Amazon’s own technical error.

I truly hope someone from Seller Performance or the verification team can look into case 18729528641 and provide a proper fix — or at least allow sellers in this situation to verify manually.

If anyone else is facing this issue, please comment below so Amazon sees that this is a widespread problem that needs to be fixed.

Thank you for reading,