HELP all active listing have disappeared + total silence from Etsy Support!

[MerciClaude]

Hello all,

Looking for urgent help and advice!

All my active listings have disappeared and I'm getting radio silence from Etsy Support.

Yesterday, my access to my shop was frozen due to 'suspicious activity' (I tried to change my password, wasn't receiving the 2FA security codes by sms, so I tried it multiple times which I guess flagged up as suspicious). 

I opened a ticket with Etsy Support via email, and today I emailed back and forth with a specific Etsy support person. During this process I kept checking my shop homepage and all my active listing were visible, everything looked as it should. 

However .... while he helped me change my password and I gained access to my shop manager, ALL of my active listing disappeared, and in their place are all my sold out items, draft items and deactivated listings! YIKES. 

So I'm wondering if Etsy Support has somehow accidentally deleted all my active listings? I'm 100% certain no one hacked into my account. My bank details, email etc were not compromised. 

And for the last 7 hours no one from Etsy Support has responding to my urgent emails on the email chain, OR via the message button on my dashboard.

I sell antique one-off items ...rewriting over 250 listings would be hell, and I'd loose all my sales coming up to the Holiday period. 

Hopefully the listings are retrievable? Has this happened to anyone else? 

Deep breath...

[CuriousityShop]

They are back. Your store looks normal. Check if they are still the wrong items.

[MerciClaude]

Unfortunately they aren’t back.

All the listings you see are incorrect. As mentioned, they are very old sold out items / deactivated listings / drafts.

[PipsyShop]

Wow - I was able to add an item to my cart and it would have let me check out. If those are sold out items I understand why you are worried!

[MerciClaude]

Yep it's an absolute nightmare, and so far Etsy Support have done NOTHING to rectify their mistake. Not one response to my requests.

Today Etsy uploaded approx 1500 of my sold out/deactivated items to my store without my authorisation. Now I think I can see that mixed into this mess are my 220 active listings.  

I've already had to refund 4 customers this evening!

[TheVintagePineapple]

This is so strange.  I'm seeing all your sold listings but there are no titles, just the prices they sold for.  I can click on a listing and view it, but when adding it to my cart, I get the ''stitch has gone awry'' page.

Also strange, but not surprising, is that despite getting the awry page, I immediately got that 'something in your cart' pop up.

Don't know if you're willing to try this and I don't blame you if you don't, but whenever a shop gets screwed up, sometimes putting it on vacation and then returning from vacation mode makes things right.  Otherwise, this might be a case where @'ing a mod is necessary.

eta - Great!  Now I have one thing in my cart, but when I go to remove it, I also get the stitch as gone awry!!  I cannot access my cart.

@thatregina  Please help!

[MerciClaude]

Hello VintagePineapple,

Thanks for the heads up on that. Really really mad at this particular Etsy Support guy. He completely disappeared after it happened, never to be heard from again. I had no idea that technically something like this could happen on Etsy.... and I always had good things to say about Etsy Support in the past. Super disappointed and not sure what to do.

[ChillwolfArt]

I've never seen anything like this. Your Featured Items are the only ones with Titles. The rest of your items have prices only. What the devil.

@thatregina  Can you please help the OP, or direct this to someone who can. This looks like a mess, and he is not receiving help. Thank You in advance.

[TheVintagePineapple]

I edited my post above. Now I'm stuck with something in my cart (obviously the OP's sold out listing) and no way to access the cart to remove it.  Tried adding a second active listing from another shop to see if I could then get to the cart and there's a '2' on the icon, but again, CANNOT access my cart!

Tried logging out and back in, but it did not fix anything.

@thatregina 

@ModJose

@FabioMcMustache 

Please help.   Now, no matter what page of my shop or any other shops' listings I view, I get the ''Content failed to load. Please refresh this page.'' blurb, along with the cart dropdown that never loads.  I cannot get either to X out.   This is ridiculous!!

[ChillwolfArt]

@TheVintagePineapple  Well that's lousy. You can bet if it's happening to you, it's happening to some Buyers as well. Not good.

[TheVintagePineapple]

.

[MerciClaude]

Hello ChillwolfArt, 

Yep it's bizarre and super super stressful because mixed into the 1700 listings are 200 or so that should be 'active'. Thank you for bumping this up. 

[leinweberstudio]

Well this is a whole new level of Etsy-inflicted wreckage.

I hope you get help ASAP because this is SCARY!

[MerciClaude]

I agree ....and if it's happened to me it could happen to anyone.

It has totally shaken my confidence in Etsy...... not just the sheer scale of the error on Etsy's part, but the radio-silence from Etsy Support for the last 8 hours is just so unbelievably unacceptable. I've had to post about it here in the forum because no one was helping.

[ModJose · Accepted solution]

Hello! We're sorry to hear you're experiencing issues with your listings. We've forwarded your concerns to a specialist team and shared your post here, so please look out for a reply via email soon. Thank you! 

Please know we handle support inquiries privately per our Community Policy – we’re closing this thread, so you can get the support you need from us directly.