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Urgent: Account Verification Issue: Internal Error.
Hello, I have an account in under review status and I need to go through video verification to finalize it.
I am having problems with this, and am seeking help because calls and letters to Amazon have not resolved, or even come close to resolving the issue.
Problem:
After I follow the link: https://sellercentral.amazon.com/mario/ipi/IPISellerVerificationService/global/node/verificationRequired/render and upload all documents, pressing the "Proceed to Identity Verification call" button and then "Join Call", an Amazon side error occurs: "Internal Error. We're sorry but we encountered an error while processing your request".
I opened cases about this 14719194551 where I detailed the situation, attached screenshots and a screen recording where the problem is clearly visible.
Here is the video recording link:[Here was a link to a screen recording service, but Amazon removed it because "Non-Amazon URLs are not allowed to be posted within Seller Forums, please remove the URL". Therefore, I ask Amazon representatives to watch this video in case 14719194551!]
From a technical point of view, all possible settings were made, changing the browser from Safari to the latest version of Google Chrome, clearing Cookies and History, system reboot, even changing the PC (first to Windows then tried on Mac), nothing led to a resolution. I also wrote to various emails, including mailto:inbound-appeals@amazon.com, called dozens of times but in response received just a duplicate of the standard letter with a link to video verification.
I think the solution would be to give us a link to the previous format of video verification through Amazon Chime. We've successfully connected several times in this way and everything was fine from a technical point of view.
I need a solution urgently, because my Amazon Lending loan is accruing interest, which I find unfair, as the balance covers the loan amount, and it is not my fault that Amazon has an "internal error".
Before Error:
7 replies
Seller_Lja9ZzdO6g7wG
@Troy_Amazon Please look at my problem! Last time you helped after a phone call with you. We are in a hopeless situation, a vicious circle…
Stevie_Amazon
Hi there @Seller_Lja9ZzdO6g7wG,
I understand you are needing to complete a verification interview but have run into errors when attempting to do so.
"I opened cases about this 14719194551 where I detailed the situation, attached screenshots and a screen recording where the problem is clearly visible.
Here is the video recording link:[Here was a link to a screen recording service, but Amazon removed it because "Non-Amazon URLs are not allowed to be posted within Seller Forums, please remove the URL". Therefore, I ask Amazon representatives to watch this video in case 14719194551!]"
I have taken a look into the case ID you have provided here and have seen the error you are receiving. This could be occurring due to no associate being available during the time you choose to access the link. Have you tried to access this at different points in time, on a different day?
Are you the owner of the account? If this is a situation where the owner of the account must complete the verification and you are a secondary user, this might also generate the the same issue.
If you are not already, utilizing a hardwired internet connection might also work better for connecting to the server and interview.
Please continue to reply here so the moderating team and I can continue to support you.
All the best,
Stevie.
Seller_AKlqCz3hVDUE3
I feel for you man. I've got the same situation but cant even get through to the first page to submit the documents and complete the call.
Seller support seems to be no help either. A really terrible experience thats effecting my mental health but Amazon don't take the issue seriously.
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