Locked Out: SMS Verification Issue & No Solution From Etsy

[Former_Member]

Hello everyone, and Happy New Year’s Eve!

I’m in need of help from the Etsy Community. I have two Etsy shops—my first one, WhimsySpiritArt, has locked me out because SMS verification doesn’t work in Greece (I didn't know that when I activate it). Since December 25, I’ve submitted five support tickets to Etsy, but haven’t received a response.

I opened a support ticket from my second shop regarding WhimsySpiritArt. They requested some legal info, which I provided, but then they stated:

“I would suggest that you review any of your records pertaining to your Etsy account or purchases that you may have elsewhere and contact us again. We should be able to assist you once you can verify your account.”

I’ve asked them for clarification three times, but have not received any further response. I also explained that I have an open order I need to cancel, and I must provide VAT details to my accountant—still no reply.

If anyone has ideas or suggestions on how to proceed, please share. Your help is greatly appreciated!

[CraftyCornishMaids]

when you set up 2FA, etsy would have given you 10 codes to use in an emergency

use one of those, and then turn off 2fa

[Former_Member]

Yes, I have these codes, but they are 9-digit numbers. The system is asking for a 6-digit code. I tried using the 9-digit numbers anyway, but it didn’t work.

[CraftyCornishMaids]

there would have been 10, 6 digit codes

[CanningCrafts]

When I setup my 2FA, I got ten 9-digit backup codes to store.  When I get my regular 2FA phone call code, it is just 6 digits.  I know at least once I did use a 9-digit backup code though & it worked. 

[Former_Member]

Unfortunately, all I have from Etsy are a bunch of 9-digit codes...

[BagmakerSupply]

@Former_Member: "... I have two Etsy shops ..." Are you familiar with Etsy's requirement that "you must list all the shops you run in the Public Profile section of each account."? See https://help.etsy.com/hc/en-us/articles/360017604474-How-to-Open-a-Second-Shop-on-Etsy?segment=selling Etsy seems to be cracking down on technical violations.

[Former_Member]

Oh, I didn’t know that—thank you! But how can I add my second shop? I only see one listed and don’t see any options to help. I’d really appreciate a bit more guidance. Thank you!

[BagmakerSupply]

@Former_Member: You can edit the public profile of each account following the instructions on https://help.etsy.com/hc/en-us/articles/115015651948-Your-Bio-and-Profile-Picture?segment=selling

[Former_Member]

Thank you @BagmakerSupply ! 
https://www.etsy.com/people/9sorx16mvkroh15l?ref=shop_home_header
Here is my profile, and I only see one shop listed. In the settings of my public profile, I don’t see any option to include my second shop. How can I do this? I truly appreciate your time and guidance!

[PrimFun]

@Former_Member   Both shops must be listed in the public profiles of each.  That may be one of the handicaps as you did not enter the information into the public profiles about both shops.  They may be left wondering if you are truly the owner.

Your current shop you are posting from does not have EU shop policies or About page as requested by Etsy.  An unfinished shop can lead Etsy to wonder too about ownership.

Did you receive a verification code from Etsy?  How to Make Your Account More Secure – Etsy Help

Did you choose at the time of getting codes to receive via SMS phone?

Did you try a browser?  Go into Security and turn off 2fa.  Instructions are in the Help article posted above.

[Former_Member]

Thank you, @PrimFun, for your response!

• Both of my shops display their shop names under my profile.
• Unfortunately, the SMS verification code isn’t valid in Greece.
• I tried using a different browser, but it didn’t work for logging in.
• I believe I’ve fixed the About Page now.

I'll see what will happen now. But still need help, I cannot log in to my WhimsySpiritArt shop and no news from Etsy help desk.

Happy New Year, everyone! 

[PrairiePrimitives]

@Former_Member Other than Etsy cracking down on technical issues, which may be responsible for part of the reason you haven't received a reply from Etsy, if you have sent 5 separate support tickets about the same issue, that is almost certainly a big part of the reason Etsy hasn't replied. You need to keep everything related to one issue in the same message thread or email thread. Each time you open a new ticket about the same issue means the ticket(s) above it get closed, so only the newest one is active and the newest one will typically be near the bottom of the queue.

[Former_Member]

@PrairiePrimitives Happy New Year! I should have read the forum topics first before sending those 5 tickets! I didn’t know that, but I see now it mentioned quite a few times in the forum topics

[CanningCrafts]

Is there perhaps a button somewhere on the page to click for adding a backup code instead of a 6-digit code? I think maybe that is how some website's 2FA work? I just don't recall if that is how Etsy works. I almost never have to enter codes onto Etsy. But years ago I did use a 9-digit backup code at the library.

I saw a Reddit thread on the Etsy board & someone mentioned they were able to login using their Google account to bypass the 2FA. But maybe that only works if you had previously signed in using a Google, Apple, Facebook login option?

[PrairiePrimitives]

@CanningCrafts Different sites set up their 2FA differently. 

Etsy keeps bugging me to set it up but, as I understand it, I'd then have to keep track of the 10 codes they provide ... and, with my luck, I'd lose the codes and get locked out for good. 

I like the sites that text me a code each time I log in! Can you even imagine if every site with 2FA provided a list of codes you had to keep track of? I don't think so. 

[Former_Member]

Thank you @CanningCrafts and Happy New Year! I don’t see a space where I can enter the 9-digit numbers. This experience has definitely taught me to be more cautious about how Etsy works—you can be locked out so easily if something goes wrong. But also, it would be really helpful if Etsy mentioned the countries where SMS verification doesn’t work.

[EphemeralExpressions]

@PrairiePrimitives 

"I like the sites that text me a code each time I log in! Can you even imagine if every site with 2FA provided a list of codes you had to keep track of? I don't think so."

Just in case you ever decide to use 2FA here, that is how Etsy's is set up - you get a text with a code every time you log in (though I only get them when I clear my cookies and history, which I do almost daily).  Those 10 codes provided when you set it up, are back-up codes only (if you lose your cell, for example).

[CraftyCornishMaids]

@PrairiePrimitives 

the 10 codes are backup emergency codes, in case your phone gets fried, and you can't use it to receive the text messages

[PrairiePrimitives]

@EphemeralExpressions Thanks, that's good to know. Etsy didn't bother to mention that anywhere (that I saw). 

Why do they need the back-up codes anyway? And what happens if they were to all get used up? As often happens here, the information provided is too vague. 

[EphemeralExpressions]

@PrairiePrimitives   There was a time when I almost used all ten backup codes due to a really bad internet connection (until the provider discovered a squirrel or something had chewed the line, and every time the wind blew my connection would go out - and it's very windy here!  Sometimes I'd lose connection 50/60 times an hour!)  When I got down so far in using up the first 10, there was a button to generate a new set of 10 codes. 

That was almost 2 years ago though, so I don't know if it still works the same.  I haven't had to use a backup code since.

[CraftyCornishMaids]

@PrairiePrimitives 

you can go in and generate 10 more new codes, any time you want, even if you have only used up 1, or even none, of the codes

I don't have a mobile phone signal where I live

so I only ever use the codes

[Former_Member]

So far, I’m trying to reach help through my second shop to bypass the long wait for support. I’ll keep you updated on the solution!

[Former_Member · Accepted solution]

Finally, Etsy resolved my issue by deactivating the SMS authenticator and granting me access to my first shop. The solution came after my third attempt at communicating through my second shop. If I didn’t have a second shop, I’d probably still be waiting. Now I can move forward with closing my first shop, as I want to focus on the new one. Thank you all for your help—I truly appreciate it! Your insights taught me a lot along the way.

[AnitasUniqueCards]

@Former_Member  glad its sorted but you are required by Etsy to list all your shops in each shop you have ie 1 and 2