Suspended acct from updating my business information

[TheDavidsonWorkshop]

Please help!   

The problem started when I was updating my business information and I got an error message that my account could be locked after two attempts at correcting the information. I was scared of locking my account so I reached out to Etsy chat, and this was a big mistake, as they locked it immediately, without even giving me the opportunity to use the two attempts. 

My account has been temporarily suspended for two days so far. I was told I would be emailed about the issue but so far I have not gotten it. I provided my number for a callback but they never contacted me. The chat option has disappeared.

I've been a seller on Etsy for years, I run a very busy shop with thousands of positive reviews.  I was a star seller with perfect metrics.  Now I am losing sales and money and I have no idea why, or when Etsy will contact me.  I see some threads on here where some people have to wait weeks for resolution, if they even ever get it.  This is my primary income and its destroying my livelihood.  Is there anyone here that can help?

I really wish Etsy had faster seller support.  I understand Etsy is busy, but I feel completely stranded and alone, not knowing when, or if ever I will be contacted, or how long I will be without my shop.

[CryzalisDesigns]

There has been a increase in hacked accounts and scammers in recent months, it is a daily problem at the moment so imagine they are being careful.

Have you tried requesting a call back?

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

[TheDavidsonWorkshop]

Yes, I requested a call back, but no one ever called me : (

I read on the forum somewhere that they won't call you if your account is suspended, so I might try logging out and requesting the callback.

[BellasTreasureTrove]

I just clicked on your shop and it's open 

[TinLizziAntiques]

OP, please don't rely on only one online platform for the operation of your business. Find another platform and start listing. You can not expect to have no glitches in online commerce that could affect your sales. Good luck. Try appealing to Etsy on X, formerly Twitter, or from your buyer account.

[ArtDollsbyJD]

Contact Etsy via email.  State what is happening and what you were attempting to do.  The first  email back will be generic.  Reply back again with the information.  Or try this Submit a request – Etsy Help

Chat is not the best for tax/financial as it seems they have been given instructions on how to handle which means suspending the shop.

It is possible they need more information for the Inform Act and that may be what is causing issues.

Oh and did you check your spam folder?  Or perhaps your email does no allow email from Trust and Safety to come through. 

[TheDavidsonWorkshop]

I did submit a help request, and I got a generic response back that a ticket was opened.  One concern is that I read in this forum that every time you submit a new contact, they close the oldest one because there is a new ticket.  So I'm nervous that if I emailed again that I will reset the clock.  I have changed the Legal and Tax information back to what it was originally, and I'm no longer getting an error message there, but I'm still on forced vacation mode.  

I've checked my spam folder, and I definitely don't have any emails from them in there.  And I got a generic email from Trust and Safety from a no reply email address when I opened a help ticket, so it's definitely possible that I can get Etsy emails. 

To address not relying on one selling platform, that's definitely good advice.  I have a website and have started selling on other platforms like Amazon.  However, Etsy gave me my biggest sales numbers.  I'll definitely be focusing on other platforms in the future because I never want to be in this position again.  

I hope somebody out there learns from my mistake.  Leave your Legal & Tax information alone, and definitely don't reach out to chat if you have an error message from Legal & Tax information, because they will suspend you. 

[SugarTaffySoap]

@TheDavidsonWorkshop Sorry to hear all this Kale. You're not alone. I hope your shop gets re-opened quickly. If you've read the forums you know the suspension time frame varies as to when and if the shop re-opens.

It always tugs at my heart when I hear a seller has their shop as a sole source of income and then Etsy pulls the rug out from under them. I'm glad you're making an effort to sell on other platforms. Good luck.

[TheDavidsonWorkshop]

 Day 3, still no response from Etsy. If anyone has any connection with Etsy, please direct them my way or share the contact info with me. 

[TheDavidsonWorkshop]

Day 4:

Some Legal and Tax info fields were activated, allowing me to to provide my identification. I received an email 14 hours ago stating "We’ve verified your info using the documents you uploaded! You’re all set to continue selling on Etsy and will receive any pending funds shortly."

Unfortunately, my shop is still in forced vacation mode. 

[TheDavidsonWorkshop]

Day 5:

No response at all yesterday. My account is still in forced vacation mode with no explanation even though my identity has been verified. 

My Etsy shop just lost a very important sale from a client with 133 MILLION followers. It makes Etsy and myself both look bad when my customers want to make a purchase and I can't even give them a timeframe for when my shop will be operational. 

For such as small issue, I believe it is being handled very poorly. I wish that someone from Etsy would please reach out and fix the issue. Their star seller program encourages sellers to respond within 24 hours. I have maintained that status since the program started. I don't use automated replies and have not put my shop in vacation mode since it opened in 2018 so that I am always available to my customers.

As a shop owner I wouldn't prefer an unsatisfied customer to air grievances on the forum before I had a chance to make things right, but it appears that Etsy doesn't provide a better path.  

[TheDavidsonWorkshop]

Day 9 still no response. I've been posting comments to my ticket requesting more assistance.

Should I start a new help ticket?  The current ticket still shows as active. Have I been forgotten or am I being impatient?

[CryzalisDesigns]

Don't start a new ticket, this will push you back to the bottom.

Have you tried requesting a call back?

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

[TheDavidsonWorkshop]

.@CryzalisDesigns I have requested a call back.  No luck with it. 

I have read on the forum that you won't get a call back if your shop is suspended.  

[TheDavidsonWorkshop]

Can anyone confirm that's been through this if your help ticket was continually updated? 

I see people mentioning going back and forth with Etsy regarding their issue, which concerns me, since I had a response about needing to update/prove my information, and then silence after I got the email saying that my identity was verified and I was all set to continue selling.

That's what is really distressing me, not knowing whether my ticket is even being worked anymore.  It's definitely not closed, but I haven't had a response in 7 days. 

[Somethinks2Design]

Kale, you have got the mail from Etsy " I got the email saying that my identity was verified and I was all set to continue selling", right? 

I have seen in your shop that you changed the note in the vacation banner yourself (the Etsy vac banner says something like "... vacation to fullfill orders" or similar but you changed it to "technical problems".

Maybe its a stupid idea but have you checked to switch off the vacation banner yourself after reciving the all-fine-mail from Etsy?

Maybe Etsy switch off "their vacation mode" but because you changed the note on the banner may you switch on a regular shop vacation banner? 

[TheDavidsonWorkshop]

Good thinking, but I've already checked to see if this was something I could switch off myself under settings, vacation mode. 

I still have a note there from Etsy "We've put your shop on pause" 

I wish it was this simple!

[TheDavidsonWorkshop]

On the 11th day I took a chance and opened a new ticket and within a few hours I received a reply from that new help request and my shop was reopened. Thank you to anyone who took the time to help me!

[WestHillHat]

I am having similar issues and I’m so frustrated.What’s your advice? Keep submittingtickets? There are issues with the legal and tax section - however there are NO issues on my end. Nothing is saving. 

[Former_Member]

11 days, yay. I just got this less than 24 hours after joining managed payments now that it is available where I am living (American in Ukraine). Very annoying. I've written them and waiting, hope it's not that long. Thanks for the updates on your situation.