Unable to access Etsy account

[HockensmithDesigns]

My husband recently opened an Etsy shop to start selling merch for his racing; MissileFactoryRacing. We had the shop open for a few days and now we are unable to login to his Etsy. We get the message “

You can't access your account

We've noticed possible suspicious activity on your account. For security purposes, we've temporarily limited your access to protect your information until you reach out to us.”

We have tried to contact support via email and chat and have answered multiple security questions emails, but nothing. We cannot get Etsy support to email us back, chat says they will escalate but then that just involves getting another set of security questions from support. We have new orders that need to be done and we need to access the money to pay Printful. 

What do we do if support will not answer?!

[NanaLetha]

Request a call back.

[HockensmithDesigns]

I tried that. They said we don’t honor callbacks for this request. 

[leinweberstudio]

self-edited, error

[HockensmithDesigns]

What?

[leinweberstudio]

I typed a comment but then deleted it as I made a mistake.

And since we can't remove our posts entirely, writing "self-edited" shows the poster wrote something but then changed their mind.

[BagmakerSupply]

@HockensmithDesigns: It looks like that shop has been closed, not suspended. Was he selling something that possibly violated Etsy's terms of use? https://help.etsy.com/hc/en-gb/articles/6298920789271-How-to-File-an-Appeal-for-a-Permanently-Suspen...

"We have new orders that need to be done and we need to access the money to pay Printful." This might have been a problem under the best of circumstances as new shops often have their funds on hold. https://help.etsy.com/hc/en-gb/articles/360002080688-Why-Hasn-t-My-Money-Been-Deposited-Yet

[HockensmithDesigns]

just selling shirts. This is his shop: MissileFactoryRacing and this is what is says when I search it: “MissileFactoryRacing is currently not selling on Etsy”

does that mean it was closed?

[TheVintagePineapple]

@HockensmithDesigns If you click on his seller avatar on that shop, it'll bring you to a page that says ''...the member you are looking for does not exist.''  Usually that means his seller account was also closed.   Contacting Etsy is the only option he has to get information about the problem.

[PlatypusDream]

Did he post in the Forum recently from that shop?

[HockensmithDesigns]

No

[TheVintagePineapple]

Was the shop, MissileFactoryRacing, selling clothing with graphics related to Mazda cars or using their logo? 

[PlatypusDream]

Intellectual Property infringement could definitely be a reason for permanent shop closure.

[HockensmithDesigns]

It has a picture of his car on the shirt 

[PlatypusDream]

@HockensmithDesigns 

All car names are trademarked.

All car logos are copyrighted.

Many car images are also IP protected.

If your partner used famous names, logos or car images, the shop could have been permanently shuttered for breaking the law.

https://www.etsy.com/seller-handbook/article/22398703823

[HockensmithDesigns]

This is what it says when we try to login 

We've noticed possible suspicious activity on your account. For security purposes, we've temporarily limited your access to protect your information until you reach out to us

[PlatypusDream]

@HockensmithDesigns 

The language on the storefront indicates that the shop has been permanently closed.

https://help.etsy.com/hc/en-us/articles/6298920789271-How-to-File-an-Appeal-for-a-Permanently-Suspen...

[HockensmithDesigns]

Thanks for your help! 

[HockensmithDesigns]

We cannot even login to file an appeal. 

[TheVintagePineapple]

There are other reasons that could possibly fall under 'suspicious activity'.  

Did your husband use his own separate email to open his shop?

Did you try to help him by making a purchase while using the same computer or device?

[HockensmithDesigns]

Yes a new email, and no. 

Etsy support seems to be very unhelpful and does not respond 

[PiecesofMeCardsnMore]

Maybe it has to do with the shop name- Missile Factory? Just a thought. 

[SugarTaffySoap]

Says latest activity July 30, 2023!!

[NanaLetha]

@SugarTaffySoap OP is not talking about her own shop but her husband’s.

[SugarTaffySoap]

@HockensmithDesigns  Missile Factory Racing. I watched your YouTube channel. Is that your husband that called you grumpy? lol. You seem like nice people.

 Yes, the shop was closed. It's possible The Trust and Safety team reviewed your account or the automated system shut his shop down.  Everything needed to be in order -  documentation, was there a policy violation as to what was being sold (infringement, copyright? prohibited items)? , the IP computer address needs to match, the bank needs to match and email.   You would have to contact Etsy directly to verify the account. It's hard to tell exactly what went wrong with the info provided. 

Having orders does not override the process, but his orders must have been refunded because the shop is closed.  It sounds like his shop was permanently closed with denial of appeal?