Password reset not working

[mandingojunction]

We received the dreaded email "for security purposes we have reset your password, check email to reset password" on both of our accounts.

It worked for this one but after 24 hours of trying we still can not access the main account. Fortunately we maintain this older one which has star seller status so i could chat with support, but they can do nothing about it. The main account has star seller status, rather had, because this will certainly wipe all the badges. We have over 35 orders there, some are due to ship today, but we can not print the labels.  Of course once that chat is over there is no way to restart it, so they have not responded to us this morning (been trying to chat for last 45 mins). This is terrible, in the middle of the holiday season, being shut out of our full time shop is devastating. And there is no recourse!? no one to talk to, nothing can be done? I see people have had this issue going years back, why has this not been resolved? If anyone can offer any insight or suggest something that would help, no heart would beat more gratefully than my own.

[JJewellerySuppliesUK]

Are you sure it wasn't a scam email?  I have never ever received a message with that wording.

[mandingojunction]

• I am certain it was not a scam email, my other account and my daughters account all received the same message from everyone's favorite "no-reply@" and the password was successfully reset, further, we've spoken to etsy (via chat support AND we actually got someone on the phone),  they acknowledge the issue, just can't or won't do anything about it..  and yes, we have checked the spam and junk folders

[JJewellerySuppliesUK]

@mandingojunction Why so snippy?  Just trying to help you.  There are an awful lot of very convincing scams with messages allegedly from Etsy and Etsy support trying to get login details. 

[mandingojunction]

Please pardon me, was not being snippy with you, i appreciate the effort, i know we're all in the same pool, my frustration is aimed at etsy's  lackadaisical support. One might call it capricious, but then one would have to receive support to call it anything. Thank you for your comment

[simplypstationery]

@mandingojunction Exactly the same thing happened to me last Thurdsay (13th December) and I still can't log into my shop. It is a total nightmare. Are you able to log back into your shop yet? I received two standard emails with security question within 24 hours then nothing since then. As you say it is devastating. I have had the shop since 2011 and am (was) a star seller.

[ourglasscreations]

It took ten days but yes, finally got back in. Chatted with chat support, it's out of their league, they're not trained for it, and all they can do is make a ticket and pass it along, they use the word "escalate" but don't fall for it. Actually spoke to people on the phone, same deal, not their department, all they can do is kick the can along. What finally worked was emailing tech support. They responded in  24 hours, asked for verification. It took two more days after that. Completely trashed our star seller status and there is no recourse for that because it's automated..... Then, I responded to the survey about "how did we do"...well apparently I was too frank because then they started deactivating my listings because they appeared to be "commercially available" (I make everything to order by hand), so whatever you do if/when you get back into your account, be sure to leave a flattering review of the support you receive or your troubles will continue. I reckon this reply will get me flagged for some kind of retaliation as well.

[ArtDollsbyJD]

@ourglasscreations  Rather doubtful that the two are related.  Many of us have been very frank in surveys and have not had listings deactivated.

Anything legal, financial or tech oriented cannot be handled by chat or phone.  For issues involving those depts.  email is always the better option.

As to the deactivation, check to see if your photos have been stolen.  Often this is one reason for the takedown.  If the bots find the item elsewhere, they are programmed to do an automatic takedown.  

And Etsy doesn't have the time to flag single shops out.  

[simplypstationery]

@ourglasscreations Thanks so much for your response. I opened a ticket as soon as it happened on the 13th. I have tried everything to get back into my shop but I can't and nobody responds. Etsy left my shop open and I sell editable templates so I thought it would be ok, then after several days I discovered that because of the password issue the template links weren't being emailed out, so everybody that ordered weren't getting their templates. It has been and still is a total disaster. I managed to speak to someone on the phone and they couldn't help me with the password issue, but I did manage to get them to put my shop in vacation mode to stop anybody buying anything else. I have spoken to someone on the phone twice and the first person closed my original ticket and opened a new one (If she couldn't help me why did she do this?) When I spoke to her I didn't know the template links weren't being delivered so when I found out I had to request a call back again to get my shop put into vacation mode.....they guy I spoke to was sympathetic but couldn't do anything. He didn't open a new ticket but now I'm worried that my ticket has gone to the bottom of the pile again. As you say this will trash my star seller status. The only way I can see who has ordered anything is when the customer leaves me a review and I can contact them via my other shop. Luckily everyone (except 1 person) has been very understanding but this will end up costing me a lot of money in refunds and lost sales for the days my shop is closed.....all of this is no fault of mine and it is so frustrating.

[BagmakerSupply]

@ourglasscreations: "... well apparently I was too frank because then they started deactivating my listings ..." It is almost impossible to make direct cause and effect correlations on Etsy. More likely the deactivations were due to reasons like your admission that items you are listing as Handmade are in fact "Harvested in New England from the dumpsters that dot the back alleys of seaside restaurants"