Amazon Seller Customer Support Has Reached New Lows

“I came back to selling on Amazon and need to update my bank account. Seller Central prompts me to ‘Assign bank,’ then says to approve a text sent to the phone number ending in XXXX. The text never arrives—even after multiple resends. I still get OTP texts for sign-in, so my carrier isn’t blocking Amazon. I’ve repeated this with multiple support agents who don’t seem to read the history. How do I get past this and update my bank so I can actually sell?” - Jason

Amazon is a self service platform. If you believe you are going to have support on the platform, you are only kidding yourself. The platform is amazing when you understand its all logic based. Also, you will understand that you need to provide way more details to get your issues resolved. Nonetheless here are my recommendations to attempt to solve your issue:

1) Confirm the identity channel Amazon is actually using

Amazon uses different verification paths for different events (sign-in, high-risk changes, payouts). Passing OTP at login doesn’t guarantee your phone is enrolled for payout changes.

• Check your Two-Step Verification setup:

• Go to Settings > Login Settings > Advanced Security Settings.

  1. Verify you have at least two factors enabled (SMS and an authenticator app). If you only rely on SMS, add an authenticator app now (Google Authenticator, Authy, or Microsoft Authenticator).

  2. Set the authenticator app as your default method.

• Verify the phone number on file:

• It must match exactly (country code, formatting, no VOIP for some regions).

  1. If it’s old or ported, add a second mobile number you control and test with that.

• Check the “Text notifications” and “Two-step” numbers separately. Amazon treats them as different fields in some regions. Align them.

2) Bypass fragile SMS with stronger factors

SMS is the most failure-prone factor in Amazon’s flows. Switch to an app-based approval wherever possible.

• During the “Assign bank” step, look for a “Try another way” or “Use authenticator app” option. If you don’t see it, temporarily change your default 2SV to the authenticator app and try the flow again.

• If Amazon only offers SMS in your region for this change, add a backup number and test again. Rotate the default to the new number for the duration of the change.

3) Control your environment

Amazon’s verification is sensitive to device, browser, IP reputation, and security settings.

• Use a clean, stable environment:

• Chrome or Edge, incognito window, no ad blockers or script blockers.

  1. Clear cache/cookies for Amazon domains, or use a fresh browser profile.

  2. Hardwired internet or a stable Wi‑Fi on a static IP—no VPNs, proxies, hotel/coffee shop networks, or corporate firewalls.

• Match device and location:

• Use the same device you normally use for Seller Central and the same region/IP you usually sign in from. Consistency reduces extra risk checks.

4) Re-sequence the bank update the right way

Sometimes the path you click matters.

• Go to Settings > Account Info > Payment Information > Deposit Methods.

• If “Assign bank” triggers SMS and fails, try:

• Remove and re-add the exact same bank (if allowed), or

  1. Add a new bank method, make it default, then re-add the original bank later.

• Use a domestic, supported bank account that matches the marketplace’s entity country. If you’re using a virtual account or cross-border account, switch to a standard checking account for the update, then optimize later.

5) Check for silent blockers in Account Health and identity

If Amazon detects unresolved identity or tax issues, some updates silently fail.

• Verify sections:

• Identity Verification: Ensure your legal entity, beneficial owner info, and ID documents are fully approved (no “Under Review”).

  1. Tax Interview: Re-complete the tax interview if anything changed (entity type, address).

  2. Account Health: No outstanding verification or info requests.

• Reconcile addresses: Legal entity address, bank statement address, and Seller Central business address should match in format and content.

6) Use the right support path with evidence (don’t start from scratch)

Generic support will spin. Point them where you want them.

• Open a case under “Payments > Bank account and charge method > Update bank account.”

• Provide a clean, numbered reproduction path:

• Step 1: Navigate to Settings > Account Info > Deposit Methods.

  1. Step 2: Click Assign bank to [Marketplace].

  2. Step 3: Prompt states SMS will be sent to +1-XXX-XXX-XXXX.

  3. Step 4: No SMS received after X attempts. OTP for login works.

  4. Step 5: Tried authenticator app default, different browser, different network, and alternate phone number. Same result.

• Ask for a specific action:

• “Escalate to Payments Ops to trigger manual identity verification for payout changes.”

  1. “Verify if my account is stuck in a verification loop and clear the flag.”

  2. “Confirm whether SMS to my carrier/region is blocked for payout actions and enable alternate verification.”

• Attach proof:

• Screenshots of the prompt.

  1. Timestamped list of attempts.

  2. Screenshot of 2SV settings showing authenticator app enabled and phone verified.

7) Escalate with precision if the first reply is canned

• Reopen the case, reference the case ID, and request:

• “Route to Captive Payments Support/Payments Operations. Prior responses did not address reproduction steps or requested actions.”

• Use the “Call me now” option from the same case, not a new one. Keep the thread intact.

• If unresolved after 72 hours, use Executive Seller Relations escalation:

• Keep it factual and short. Include your entity name, marketplace, case IDs, reproduction steps, and what you want them to do (manual verification override or alternate factor enablement).

8) If you need to ship orders now, deploy a temporary workaround

• If the bank update is blocking disbursements but not listing, continue selling and accumulate balance while the fix processes. Most manual verifications complete within 2–5 business days once routed correctly.

• If the marketplace is locked until verification, pause paid ads and inventory transfers to control costs while you push the escalation.

9) Carrier and device checks worth doing once

• Confirm short code delivery: Text HELP to a known Amazon short code in your region, or ask your carrier to confirm short-code delivery is enabled on your line.

• Test another physical SIM on your device or a different device with the same number (eSIM issues can interfere with specific short codes).

• Turn off spam filters and “filter unknown senders” on iOS/Android during the change.

10) When you post for help, post like a pro

You’ll get better answers if you show the exact steps and what you already tried.

• Include marketplace, entity type, the exact path you clicked, the factor requested (SMS vs app), timestamps, and screenshots with sensitive data masked.

• State what you want: “Request manual verification for payout method change.”

Bottom line

Amazon’s system rewards sellers who take control. You don’t need endless back-and-forth with first-line support. Lock down your verification methods, run the change in a clean environment, present a proper escalation with evidence, and ask for the precise back-office action. That’s how you move from stuck to done.