Account Suspended Since April – No Access, No Resolution

[LaserCutDigitalFiles]

Hello everyone,

I’d like to share a situation that a friend of mine is going through, hoping someone here might offer advice or has experienced something similar.

He’s been an active Etsy seller since 2019, with only positive reviews, Star Seller status, and no violations or negative feedback whatsoever.

On April 25, 2025, he received an email asking him to change his password for security reasons. This happened while he was transitioning to Etsy Payments and linking his Payoneer account, during which he was uploading documents and verifying his identity. Given all those updates, he didn’t question the legitimacy of the email — although it may have been a phishing attempt.

Shortly after, his account was suspended due to suspicious login activity. Since then, he has contacted Etsy support multiple times, answered security questions, submitted a formal appeal, and followed all instructions provided.

The only clear response he received from support was a password reset link. But when he tried using it, he was told that resetting isn’t possible while the account is suspended. And that’s where everything stopped.

It’s been over two and a half months now — he has no access to his account, income, messages from customers, or shop analytics. He’s understandably frustrated, as every attempt to get help leads to generic replies and no actual resolution.

Has anyone faced a similar issue and successfully managed to get a response or a solution?

Any advice, contact, or experience would be greatly appreciated.

Thank you in advance,

Shop: PiWoodArt

[TheHomespunLoft]

@LaserCutDigitalFiles 

Am no real help here. Only your friend can handle this. If Etsy is not responding to him I would look for some place else to sell. They are not the best at communicating and your friend might never know what went wrong. 

[LaserCutDigitalFiles]

That's disappointing...

I didn't expect such carelessness from them... 

[PrimFun · Accepted solution]

@TheHomespunLoft   That's not correct.  Etsy will help but they have to be approached in the manner they prefer.

@LaserCutDigitalFiles   Your friend has to appeal the suspended shop.  And yes that email was probably a scam which he answered and then lost control of his shop.  Etsy does not send such when the seller is switching banks which a Payoneeer account is treated as.

He needs to send an email to Etsy.  THe first reply back was the password reset.  That is normal response.  He then replies back that he still needs help. He takes that one email and responds back that he needs help.  He does not keep sending emails for Etsy will close them.  One email to start the process.

In his account does he see anything of his account?  Is it open with orders?  Or is it suspended?   

@ModAngie @ModKenneth  @ModJose   Sorry to ask but could you help the OP about her friend.  Thank you.

[VintageRescueSquad]

I've seen loads of similar problems here in the forums regarding attempts to change Payoneer. Search the forums for those posts as they might have answers

[TheHomespunLoft]

@PrimFun 

Ok whatever-- I have seen it in these forums where Etsy just ignores the problem and hope it goes away.

But maybe things have changed. I am not here very much anymore by choice.

[LaserCutDigitalFiles]

I think it's not related with switching to Payoneer, i believe it's just coincidence that it happened in the same period... 

@PrimFun 

He cannot log in at all, it says account is suspended. 

And thank you for help with mentioning moderators, i hope they will step in and solve the problem he have for months. 

[mommawhazelsquilts]

Since we don't know the name of the shop and cannot research anything, we have no way of knowing what the friend was selling, etc.  It could be anything from what was being sold to banking problems.

Each case is different and without any information at all, none of us can really offer any help.

[LaserCutDigitalFiles]

@mommawhazelsquilts

Hi, it's written on the bottom of first post. 

PiWoodArt is name of his shop and he was selling only 1 item. Observation Hives.

Here is link of his shop

https://www.etsy.com/shop/PiWoodArt?ref=cart_shop_name_click&cart_id=11885285787

[Amaradorn]

I don't know. Maybe Etsy thought he was selling live bees?

[LaserCutDigitalFiles]

@Amaradorn basically he didn't noticed that he doesn't sell live bees.

And the description contained only information about the hive itself. Type of wood, dimensions...Bees were not mentioned anywhere.

But reason of suspension was suspicious log in attempt 

[ChantillyAvenue]

@cindylouwho2 posted a link for opening a dispute on a different topic earlier.  I'm not sure where it is right now, but I'll look for it.

[ChantillyAvenue]

It's in this topic at the bottom.  There's a link there:  https://community.etsy.com/t5/Technical-Issues/Suspended-After-Submitting-Valid-Utility-Bill-4-Year-...

[cindylouwho2]

Here's a more direct link: https://community.etsy.com/t5/Technical-Issues/Suspended-After-Submitting-Valid-Utility-Bill-4-Year-... 

(use the permalink option on the menu to do this)

Not sure that this option will work for this issue, though. I would suggest the usual approaches first - publicly shaming Etsy, flagging this thread, etc. 

[LaserCutDigitalFiles]

@cindylouwho2 @ChantillyAvenue

Thanks for the help. I will check it out 

[LaserCutDigitalFiles]

Just to inform all participants in this topic that problem is solved! 

Thank you guys very much! 

I think that crucial point was mentioning few moderators by @PrimFun and some of them take an action and activated account.

Today came mail with reset password request and he is back in track... 

Thanks again all of you for help! 

[vdavidsonpottery]

Sad.