Etsy Customer Support Not Working

[AuthenticlyJamaican]

I'm at my wits end with regards to customer support. At this point Etsy's doesn't have a customer support or technical team. They locked my account even though all my seller details are correct, however, they won't allow me to upload any documents as proof that my information is correct. I have tried emailing them without any luck. I have tried using their "Contact Us" where you would enter your phone number so they can call you back and the submit button has been disabled so you can't send them your number. So how am I to get any assistance. If they refuse to assist should we just close out shop and take our business elsewhere? 

Because this is absurd. Can anyone assist me please, so that I can reopen my shop. Thank you.

[NanaLetha]

You will get more help if we knew your shop location.

[AuthenticlyJamaican]

It’s located in NY, U.S.A

[TheVintagePineapple]

Could it be that Etsy is checking your shop and listings for discrepancies of some kind?  Do they have a problem with your ID, actual location, products?

Maybe Etsy assumes you're just attaching your private label to wholesale bottles of castor oil?  BTW, you make medical claims in those listing descriptions (...reduction of blemished skin and wrinkles), which is prohibited.

[AuthenticlyJamaican]

All information was verified since I started in 2023. I do not resell wholesale items. This is my family private own brand that was made from our own labor and Castor beans. I’ve seen my father sift through tons of dried seeds in preparation for oil extraction before he passed and my brother and I are trying to carry on his legacy. So this is authentic as it comes. Research on castor oil shows its benefits and the reviews speak for itself so we a not making medical claims because we never said it will heal anything. 

[TheVintagePineapple]

Saying the oil ''can help with the reduction of blemished skin and wrinkles'' is a medical claim.  The phrase doesn't have to have 'heal' in it to qualify as a claim.

[NanaLetha]

https://help.etsy.com/hc/en-us/articles/360000344268-How-to-Add-Your-Shop-s-Location?segment=selling

[VintageRescueSquad]

Did you try chat? Have you sent a request in the Help section?

[AuthenticlyJamaican]

Yes. I tried their help section where you can request a call. However, when I select the link they sent in my email it takes me back to Etsy with the screen saying “null” where my phone number and the submit button is. I have also sent multiple emails and none provide assistance on the issue.

[AuthenticlyJamaican]

Thanks for the information. I’ll do this once Etsy removes me from vacation mode. Etsy has put my store in vacation mode so I’m unable to do anything. This has never happened to me and I’ve been on Etsy since 2023. So it’s strange this is all happening and no one from Etsy is helping to resolve the issue. I miss the old Etsy.

[PrimFun]

@AuthenticlyJamaican   You can contact Etsy via email.  Contact us under Help?  Or use one of the support button in Help article.  Here's one  What is Etsy Payments? – Etsy Help

When you get the generic reply back, reply back that you still need help.

Does your name and address match bank information?  Tax information? 

Did your listings make any sort of medical claims?

Just some things to consider.

Also it could just be a huge error which has been known to happen.

Your shop is also incomplete.  About page and shop policies needed.  That can impact how Etsy sees your shop.  As well as your location is missing. 

[AuthenticlyJamaican]

All my tax information is correct and verified. I have the screenshot of the notification from Etsy saying it’s verified. I’m unable to update anything in my shop profile because Etsy has locked my ability to do so by placing it in vacation mode. I have sent countless emails and nothing has helped. I even deleted all my information and reloaded everything and all I got was that your information, tax and personal has been verified.So I’m not sure where I’m at fault. I just need someone at Etsy, if their technicial support team still exist to provide some guidance. 

[FallonTravels]

I'm experiencing the same issue with Etsy customer support (except not because of seller detail verification). 

My second shop was temporarily suspended over a year ago after a billing error (the card on file expired). The amount owed was small (under $10), but when I went to go pay my balance, I couldn't login to my account. 

Now, each time I try to login I’m told a password reset email has been sent. I haven’t received a single email from Etsy Support to that shop’s address in over a year (not in spam).

So I’m basically stuck in a loop: I can’t log in, can’t pay the outstanding bill, can’t reset the password, and can’t receive reset or support emails.

I’ve sent nearly 30 messages, emails, and support requests to Etsy over the past two months. I’ve even managed to get a few callbacks, but they were dead ends. I was able to get a few generic replies from Etsy support asking for security information. Across numerous threads (that were closed almost immediately), I’ve answered 17 security questions. I’ve also offered to provide government ID and a selfie if needed. Yet I still keep hitting a wall and I'm not getting any real answers.

And just like you, I keep getting the "null" buttons so it's nearly impossible to get a callback at this point.

I’ve been selling on Etsy for 8 years and have 9.4K reviews with a 4.9 average rating. I've put SO much time and love into my shops, so this whole situation has been extremely disappointing. I need to get into my account to get files and documents, but this is proving to be impossible. I am so frustrated. 

Also, sorry for ranting on your post here. Just seems like you are dealing with the same frustrating issues as me. I hope you’re able to get everything resolved quickly and get back into your shop account! 

Xx, Fallon