After changing my email I lost connection to the help center

[cevherdesign]

Hi everyone,

I'm dealing with a very frustrating technical issue and wondering if anyone else has experienced the same.

A few weeks ago, Etsy support helped me change the email address on my seller account (because I couldn't receive the verification code myself). The email was successfully updated and verified, it now shows correctly under my shop's account settings.

The email I switched to was previously used on a buyer-only Etsy account I had. Before the change, I removed that email from the buyer account and replaced it with a different one, so it could be used on my seller account. Etsy support then applied it manually and everything looked fine at first.

But after the change, I completely lost access to the Help Center from my seller account.

Even though I'm signed in, the Help Center shows "Sign In" at the top.

Any link to the Help Center just loops me back to the sign-in page.

When I submit a support request, it shows up under my buyer account, not the seller one.

It's as if Etsy's system is confused and still ties my support access to the old buyer account - even though the email is now associated with my shop.

Meanwhile, the buyer account (with a different email now) has no issues accessing Help Center at all.

Here's the worst part:

I've contacted Etsy support dozens of times about this. I've submitted tickets, explained everything clearly, uploaded screenshots - and after weeks, it's still not resolved. Every time, I'm told to "wait 1-3 days for a reply," but the problem never gets fixed. It feels like I've been completely cut off from support on the very account that needs it most.

This is clearly a system bug caused by the email switch, especially when reusing an email from another account.

Has anyone here experienced this? If so, how did you get Etsy to actually fix it?

Any advice would be greatly appreciated.

Thanks

[BagmakerSupply · Accepted solution]

@cevherdesign: If I understand your post correctly, Etsy should have never let you change your eMail to one used on a different account, even if that account is now closed. You will probably need to get the eMail for your account changed to one not used elsewhere on Etsy.

[cevherdesign]

I asked them on live chat if I can do that or not. They said 'yes you can.' That is their problem giving me a wrong information. I can not know this kind of information since I have just started this business.

So if I change my email with a new one that I have never used before, do you think this will solve the problem?

[cevherdesign]

You know I was thinking to do this. I wish I would do this immediately when it came to my mind. I waited for weeks for no reason. I did what you said 1 hr ago and bingo. I can reach help center again. I still don't see the option on my profile section though. But it is fixed now. Thank you so much.

[NanaLetha]

Emails can't be reused.

[cevherdesign]

I specifically asked this question on live chat if I can use the email I used for another account and the answer was yes.

[ButterflyFeetDigital]

Are you opening a new ticket every time? Because instead you should click on "I still need help" on the same ticket. New tickets go to the bottom of the pile.

[cevherdesign]

I don't open new tickets. But I couldn't reach them a few times. Because when I reach them on live chat on my buyer account, they lead me to another department and said they will reach me via email. First of all I don't understand, in that kind of serious situation why they don't provide live chat. Second they didn't end the live chat so I couldn't reach them again on live after waiting a few days. I had to open several accounts to reach them out because they repeatedly have done this. That is insane, that is so disrespectful. They write automatic messages. They are so called carefully investigating this and they so called take  this kind of situations seriously blah blah. I didn't see one single action to believe this. Just words. I have been waiting for weeks for them to solve this problem. I demanded answers but no, there are still none. I don't know what to do against this reckless. Seems like etsy community members know better than any of them.