INFORM Consumers Act - Cannot Confirm Identity - Error getting SMS or Call
First off, we did not get the alert on our page to start any of the INFORM Consumers Act steps until this week 6/19/2023 so we have one week to complete. We have been trying all week to confirm our Identity but cannot get past step 1 "business information".
We enter in all required fields, and when we click "Call now" or "Send SMS" we never get a text or call and instead get one of two error messages, either: "You do not have rights to perform this operation" OR "Provide a new phone number or select an already verified phone number"
We have tried this step using our verified business phone with Amazon, we have tried using brand new phone numbers, we have also had different users log in and try this to no avail.
Called account health and they we shouldn't be getting this error message and they would escalate to their technical engineers. They then closed my case and I had to reopen it. He said since we started the INFORM Consumers Act process our account won't be deactivated, but I don't want to take his word for that. It is incredibly frustrating getting no help when we are trying to be proactive in the 1 week Amazon gave us to complete this step.
@Cooper_Amazon @Steve_Amazon @Micah_Amazon you were recommended for help with this. Any insight? Below is a screenshot of the error messages.
INFORM Consumers Act - Cannot Confirm Identity - Error getting SMS or Call
First off, we did not get the alert on our page to start any of the INFORM Consumers Act steps until this week 6/19/2023 so we have one week to complete. We have been trying all week to confirm our Identity but cannot get past step 1 "business information".
We enter in all required fields, and when we click "Call now" or "Send SMS" we never get a text or call and instead get one of two error messages, either: "You do not have rights to perform this operation" OR "Provide a new phone number or select an already verified phone number"
We have tried this step using our verified business phone with Amazon, we have tried using brand new phone numbers, we have also had different users log in and try this to no avail.
Called account health and they we shouldn't be getting this error message and they would escalate to their technical engineers. They then closed my case and I had to reopen it. He said since we started the INFORM Consumers Act process our account won't be deactivated, but I don't want to take his word for that. It is incredibly frustrating getting no help when we are trying to be proactive in the 1 week Amazon gave us to complete this step.
@Cooper_Amazon @Steve_Amazon @Micah_Amazon you were recommended for help with this. Any insight? Below is a screenshot of the error messages.
1 Antwort
Atlas_Amazon
Hello @VolumeBrandsInt
Thank you for the information you have provided. I understand you are encountering an error when attempting to complete the verification. We understand how frustrating this can be given the upcoming deadlines.
My goal is to provide you assistance. Based off the detail, we will be unable to assist in this space. We have gone ahead and provided your information to the appropriate team for further review.
If you encounter any additional issues or have any new details to update, continue to refer here so we can provide guidance.
Your friend,
Atlas
