Password locked "for security reasons" and no reply for 11 days!!

[RibbonMary]

My husband's account got locked because someone entered the wrong password trying to access de account.

So Etsy locked it for "security reasons".

Contact form filled, messages sent, contacted them via Twitter, but there's been no reply at all

It's a simple password reset, that should be an automated thing to solve. After 11 days, he can't reply to customers, post listings, manager Ads budget.

So the shop is running alone, meaning that Etsy runs a shop on his name, manages the shop and brand reputation, and if sales stops covering the Ads budget, they'll start charging for a service nobody can choose.

It's hard to believe support takes 11 days to reply to a password reset. We're really worried cause at this point, it feels the same as if someone runs a business on your behalf and you can contact or call anyone to get support and solve the issue.

Has anyone been in the same or similar situation? Any tip to help us solve this?

[NanaLetha · Accepted solution]

https://help.etsy.com/hc/en-us/articles/115015652588-How-to-Change-or-Reset-Your-Password

[RibbonMary]

Of course I did that, 12 times already, and the answer always is:

Our security team has temporarily limited your access to this account for your protection. To regain access, please contact us. Learn more about why this happens.

And of course I've contacted them, and as said, no answer at all.

[PlatypusDream]

No one in the Forum can solve this problem for you.

You'll need to contact Etsy itself and WAIT.

It can take 24 - 48 hours to hear back from them, or more, if support is running behind.

Once you get that first email, REPLY TO IT. The first email is usually only to ask if your problem has been solved yet (or not).

DO NOT keep opening new tickets. Etsy will assume that your problem has been solved and close the first ticket, bumping straight back to the end of the line again, causing you to wait even longer.

Good luck.

[CraftyCornishMaids]

@RibbonMary 

you did

Any tip to help us solve this?

[CryzalisDesigns]

There is no need to be rude

Try their call back option

https://help.etsy.com/hc/en-us/requests/new?segment=selling&fbclid=IwAR3XJULkao3ZPR8XcOEf2A7143n87Xt...

[RibbonMary]

You mean this: “No one in the Forum can solve this problem for you.”

I agree. No one enters the forum to find a solution from some fellow seller, as said, we use the forum to search for help and experiences.

no need to UPPER.

Thanks for the link

[BootifulLabels]

@RibbonMary 

No one enters the forum to find a solution from some fellow seller

On the contrary, these forums are a peer to peer resource.  All the posters here are sellers on the site, with the exception of a few moderators who are Etsy employees.  Etsy designed these forums as a place for established sellers to share their knowledge and experience with newer sellers.  Etsy advises new sellers to come to the forums first because solutions to many issues new sellers confront can be found here, by talking to other sellers.  

[RibbonMary]

I was answering to this that Cryzalis said: “No one in the Forum can solve this problem for you.”

Read the line that follows that: we use the forum to search for help and experiences.

where’s the “contrary”?

Thats what I’ve said, and if you read my argument about why it’s important to properly tag “solved” topics, you’ll see the same answer (to which you disagree saying “it’s Etsy’s forum and they do what they want”).

what's the point of stepping in to scramble the words?

[CraftyCornishMaids]

We can give solutions that have worked for us, that you can try

we can't actually press the buttons ourselves, and fix it for you

[CryzalisDesigns]

Maybe you should read the post before replying as I did not say 

"Cryzalis said: “No one in the Forum can solve this problem for you."

I actually said the following:

There is no need to be rude

Try their call back option

https://help.etsy.com/hc/en-us/requests/new?segment=selling&fbclid=IwAR3XJULkao3ZPR8XcOEf2A7143n87Xt...

feel free to read back through the thread for clarity 

[dippeldiundscribble]

@RibbonMary 

Every time you open a new support request, you will be put back to the end of the queue. Which means that your waiting time starts all over again. So it is absolutely necessary to wait for the first generic answer from Etsy. 
Your comments made it sound like you didn’t wait and contacted them several times (opened new support tickets). That might be why you think Etsy has not responded in 11 days.

That‘s what @PlatypusDream was trying to say. 

[RibbonMary]

Yep, that’s what happened actually (and still do), so now I’m waiting. 

I never thought “ask and wait or you’ll be waiting forever” was anyone’s rule, but again I was wrong.

thanks for the tip.

[RibbonMary]

@CryzalisDesigns Yeah, it was Platypus and not you, sorry. Your link helped, (or at least I got to contact them) so thank you!

[CryzalisDesigns]

You are welcome, hope you get it sorted