A warning has appeared on your Account Health page, or you've received a suspension notice, and you're not sure where to begin. This guide is for professional sellers in that position and explains how to use Account Health Support (phone consultation). It covers the notes to prepare before the call, the steps for getting in touch, the questions worth asking on the phone, how to be ready for calls from Amazon, and which contact channel to use when your case isn't moving forward.
What you can discuss with Account Health Support: the help it offers and the scope of its role
Account Health Support is a dedicated contact channel available to professional sellers who have questions about their account health. In Seller Central Help, the Japanese name is アカウント健全性サポート ("Account Health Support"), and the staff are called アカウント健全性スペシャリスト ("Account Health Specialists"). In replies from Amazon staff on the Seller Forums, it is sometimes also referred to as アカウントヘルスサポート ("Account Health Support"). You may also see the term "Account Specialist," but what it refers to may differ depending on the situation, so check the context of the notification or email.
This article reflects information as of September 2026. On-screen labels and procedures may change, so please also check your actual screens and Help.
The support described in Help
- How to read the Account Health page
- How to achieve and maintain good account health
- Understanding Amazon's policies
- Addressing performance issues, deactivated listings, and policy violations
- How to improve customer service and shipping performance metrics
- Submitting the information needed to avoid a suspension or to reinstate a suspended account
Help also lists questions about a warning, or wanting to know your policy compliance status, as examples of reasons to get in touch, so this is a channel you can use from the warning stage, not only after you've been suspended. On the Seller Forums, there are also replies from Amazon staff directing sellers to contact Account Health Support, for example when they receive an intellectual property complaint.
What to confirm by phone and what to submit on screen
According to Help, a specialist's role is to help you understand which actions are affecting your account health and to identify the next steps to avoid being suspended. Appeals, on the other hand, are submitted from the Account Health page, and review decisions are sent by email. In the Help pages we reviewed, we found no statement that review decisions are made over the phone or that reinstatement is promised on a call.
| Role | Where it mainly happens | What you do |
|---|---|---|
| Confirming the direction | Phone (Account Health Support) | Confirm the reason for the warning or suspension, the next steps, and any missing information |
| Submitting | Account Health page | Submit appeals, supporting documents, and additional information |
| Receiving the decision | Email, Performance Notifications | Review decisions, requests for additional information |
| Record-keeping | Case log, your own notes | When you said what, and what you submitted |
Preparing before you get in touch: write a one-page memo before the call
Phone conversations move along in real time, so without preparation it's easy to forget to ask something or to give an explanation that doesn't match. To prepare, put the following five items together on a single page of notes.
| Item | What to write down | Where to check |
|---|---|---|
| 1. Key points of the notice | The action taken and the reason, the affected products (ASINs), what you're asked to submit, and the deadline | Performance Notifications, email (the list of affected products is at the bottom of the first notice) |
| 2. Current status | Rating color and score, violation severity, what's listed under "Next steps" | Account Health page, "View all" under Product Policy Compliance |
| 3. Actions taken so far | Dates of documents and appeals you submitted, case IDs, responses you received | Case log, your records from submission |
| 4. Questions to ask | Narrowed down to 3–5 questions | Organize internally |
| 5. Setup for receiving calls | The phone number for the callback, the times you can take a call, who will join the call | Decide internally |
Under "View all" in Product Policy Compliance (商品規約の遵守), you can see the history of removed listings, their current status, and the "Next steps" for reinstatement. If you read this first, you can focus your questions on what you still couldn't figure out.
Check your rating color and violation severity first
Before the call, check the color and score of your Account Health Rating (アカウント健全性の評価, AHR) and the severity of any violations; this makes the specialist's explanation easier to follow. The AHR is shown as a score from 0 to 1,000 with a color: green (Healthy, 200–1,000), yellow (At Risk, 100–199), and red (Unhealthy, 99 or below). Violations are rated at four levels of severity: Critical, High, Medium, and Low. A single Critical violation makes the account subject to suspension and drops the score to 0, but there is said to be a three-day grace period to respond before the suspension takes effect. For details on how this works, see How to check your Account Health score.
Explain things the way the appeal guidelines ask
For appeals, Amazon asks sellers to be factual, clear, and concise, to leave out other questions and information about ongoing cases, and to avoid emotional language. The same approach works when you explain things over the phone. Stick to one issue per call, and be ready to keep facts separate from guesses.
Sample memo
This sample assumes that listings keep getting removed and the rating has turned yellow. It is a hypothetical example, not a real case, so rewrite it to match your own facts.
1. Key points of the notice: Performance Notification dated [month/day]. Two ASINs affected. Action: listings removed. Asked to submit documents showing where the products were sourced. Deadline: [month/day].
2. Current status: Yellow (At Risk), score 1XX. Severity: "High."
3. Actions taken so far: Submitted invoices on [month/day]. Case ID: XXXXXXXXXX (copied from the case log). Awaiting a response.
4. Questions to ask: Is anything missing from the invoices we submitted? / How will our other listings from the same supplier be treated? / What should we submit next, and from which screen?
5. Setup for receiving calls: Same number as the emergency contact. Staff member A handles calls on weekdays during business hours.
What to say at the start of the call
If you explain "what it's about," "what you've done so far," and "what you want to confirm today" in that order, the conversation is less likely to drift. Here is a sample script based on the memo above (a hypothetical example, not a real case).
I'm calling about the Performance Notification dated [month/day], which removed the listings for two ASINs. We submitted invoices on [month/day] and are currently waiting for a response. Today I'd like to confirm whether anything is missing from the documents we submitted, and what we should submit next and from which screen.
How to get in touch: request a callback using [Contact Us]
Rather than you calling Amazon, you enter your phone number on screen and a specialist calls you.
STEP 1. Open the Account Health page
Open it from a Seller Central menu such as Performance (パフォーマンス) > Account Health (アカウント健全性) (the URL is /performance/dashboard; the menu layout may change). The [Contact Us] button is also said to be available in the Amazon Seller app (Amazon出品アプリ) on mobile devices.
STEP 2. Click a button such as [Contact Us] (Call me now) and check the support hours
The team is said to be available 24/7, but Help directs you to click this button to see the hours when support is available in your current time zone and language (Help does not state specific hours for Japanese-language support). Even within Help, the button name appears in different forms.
STEP 3. Enter your phone number and wait for the callback
Enter your phone number as prompted, and a specialist will contact you. Help says you'll be contacted "right away," but it doesn't give a specific wait time. Keep your memo and the relevant screens at hand while you wait.
If your account is suspended, log in to the suspended account to check
On the Seller Forums, Amazon staff have advised sellers to log in to the suspended account to contact the Account Health Support team, and to check the reason for the suspension and the steps for reinstatement in Performance Notifications. The screens may differ depending on the type of suspension, so if you can't find the button, consider contacting Amazon through a case as well. How to read the notice is covered in What to check in a suspension notice from an Account Specialist.
Contacting Amazon through a case from the Help menu
Replies from Amazon staff also describe another route: open the support (case creation) menu from Help in the upper right of the screen, choose "Selling on Amazon" (Amazon出品サービス), and create an email case. The menu name has varied over time, for example サポートとケースを利用する ("Get support and cases") or サポートとリソースを利用する ("Get support and resources").
Official guidelines for contacting Amazon through a case (summary)
- Check the status in your case log before opening a new case
- Open only one case per issue, and don't create a new one if a case is already under review
- If you have questions about a closed case, reopen it instead of creating a new one
- For an issue you've been told will receive no further action, don't reopen it or create a new case
Amazon states that cases may be closed if these guidelines aren't followed. For how to communicate through a case, see also How to organize your request to Technical Support.
What to confirm on the phone: questions to ask and records to keep after the call
The goal of the call is to find out specifically what you should do next.
| Question to confirm | Why ask |
|---|---|
| Which violation of which policy is the problem? | Your response depends on whether you'll show the decision was a mistake or explain your corrective actions |
| What should you submit as evidence or explanation? | To avoid having your submission sent back because something is missing |
| From which screen or button should you submit? | The screen you submit from varies from case to case |
| When is the deadline? | Missing a deadline can lead to suspension, for example the three-day grace period for Critical violations |
| Has what you already submitted been received? | To avoid duplicate submissions or cases |
| What should you wait for next? | To know whether to expect a decision or a request for more information |
Things to keep in mind during the call
- Don't answer with guesses when you're unsure; say, "We'll check and submit it again."
- If you don't understand the reason for the violation, ask for an explanation of the policy (guidance found in the US version of Help)
- Repeat back the steps you're given, down to the names of the screens and buttons, to confirm them
Record the call right after it ends
We found no official explanation of whether the specialist gives their name, or whether a case ID or a record of the call is kept in Seller Central. When the call ends, record the following items yourself.
What to record after the call
- The date and time of the call, and the number you asked to be called back on
- The violation that was explained, and the next steps to take
- The screen or button to submit from, and the deadline
- The specialist's name (if they gave it)
- Anything you now need to check further internally
Then submit from the Account Health page. According to Help, suspension appeals are submitted from "Reactivate your selling account" (出品用アカウントの再開) at the top of the page, and additional information is submitted from "View account health requests" (アカウント健全性の要請を見る). A response is said to take up to about two days. Seller University materials for sellers outside Japan say a plan of action usually includes three elements: the root cause, the actions taken, and the steps to prevent recurrence. Japanese Help likewise asks you to show the root cause and the specific actions you took, along with the dates they were implemented and related documents. For how to write one, see How to put together a plan of action, and for checks before sending, see Checks before submitting your plan of action.
When Amazon calls you: get ready to take the call
According to Help, Amazon may call you in situations like the following.
| Situation | What Help says (summary) |
|---|---|
| A Critical violation is detected | Red, score 0. During the three-day grace period before suspension, a specialist provides support by phone. If you address it within three days, you won't be suspended |
| Repeated violations reach the limit | Treated as a Critical violation, with a three-day response period. If you don't respond, the account is suspended until you complete an appeal in the Product Policy Compliance dashboard |
| Account health has declined and the account has become subject to suspension | Individual support may be provided by phone |
Seller University materials for sellers outside Japan say Amazon proactively calls in some urgent cases, but they also state clearly that you won't necessarily receive a call. When you get a notice, don't wait for a call; check your screens yourself.
Check your emergency contact phone number
Emergency contact checklist
- Under Settings (設定) > Notification Preferences (通知設定), is a number you can reliably be reached at registered for Emergency notifications (緊急通知)?
- Is the tag green (verified)? If it's red (verification needed), verify it with a one-time code
- Do you review it every time staff change roles or the number changes?
- Have you designated a backup person for times when no one can answer the phone?
The number for emergency notifications is not shown to buyers, and it can be different from your other registered numbers. If you link your account to Amazon's LINE Official Account, you can also receive important notifications such as "Account suspension" (アカウント停止) on LINE. Only one person per company can link, and it must be a user with administrator permissions. LINE is send-only, so you can't contact Amazon through LINE.
If you're covered by Account Health Assurance, keep the 72-hour window in mind
Account Health Assurance (アカウント健全性アシュアランス, AHA) is a free program launched in Japan on April 24, 2024. Professional sellers who have kept their AHR at 250 or higher for at least six months (with no more than 10 days below 250) and have a valid emergency contact registered are enrolled automatically. Covered sellers are said not to be suspended as long as they get in touch within 72 hours of being contacted by Amazon and are working with Amazon to resolve the issue. However, if Amazon determines there is fraudulent, deceptive, illegal, or otherwise harmful activity, a seller may be removed from the program and suspended immediately.
Watch out for impersonation calls: checks for getting help safely
Amazon.co.jp Help lists warning signs of impersonation such as stressing urgency, asking for your address, payment information, or login details, and asking for payment outside Amazon or with gift cards. Seller Central Help also states that Amazon never asks you to confirm sensitive information by email.
If a call you receive makes you uneasy, the safe course is to end the call without sharing passwords, verification codes, or other information, then log in to Seller Central yourself right away, check the Account Health page, and request a new callback through [Contact Us].
According to the Amazon.co.jp Help page 詐欺目的の連絡を見分ける ("Identifying scam communications"), you can have a suspicious call or email checked for authenticity by submitting it through the dedicated form linked on that page or, for emails, forwarding it to verify@amazon.co.jp. Report emails you suspect are phishing to stop-spoofing@amazon.com, and if you suspect unauthorized access, change your password and report it to Technical Support. Because reporting addresses and procedures can change, check the latest instructions on that Help page before sending anything.
Which channel to use when your case isn't moving: cases, outside consultation services, and professionals
When things aren't moving, first review whether you've provided all the information requested in the notice. For cases that stall even though the required information has been submitted, Amazon staff have replied that sellers should consider reaching out through [Contact Us].
| Channel | When to use it | Notes |
|---|---|---|
| Account Health Support (phone) | You want to confirm the reason or the next steps (professional sellers) | Review decisions are handled through submissions on screen and by email (nothing states that decisions are made by phone) |
| A case from the Help menu | You want to ask in writing, or the button doesn't appear | One case per issue |
| Urgent request (Technical Support) | Pricing errors, problems receiving payments, a selling account affected by fraudulent activity, and similar situations | Suspension appeals are not among the listed examples |
| Digital Platform Transaction Consultation Desk (デジタルプラットフォーム取引相談窓口) | You want advice on how to raise an issue with the marketplace | Free, run under contract with Japan's Ministry of Economy, Trade and Industry. Does not mediate or act as an intermediary |
| Professionals such as attorneys and patent attorneys | Responding to infringement claims, interpreting laws and contracts | Confirm legal judgments with a professional |
If you feel a suspension notice doesn't state the reason specifically, note for reference that Article 5 of Japan's Transparency Act (the Act on Improving Transparency and Fairness of Specified Digital Platforms) requires disclosure of the details of and reasons for refusing to provide services. Whether it applies to a particular suspension is a legal question, so if in doubt, consult an attorney.
A note on Seller Challenges and the monthly subscription fee
Sellers covered by AHA also have access to a program called Seller Challenges (セラーチャレンジ). If you disagree with a listing-level action, submitting from the Product Policy Compliance page gets you a more detailed review; you can do this up to three times every 180 days (refilled after six months). The listing stays deactivated while the review is underway, and the option is unavailable if you lose AHA eligibility.
The monthly subscription fee for a professional selling account is ¥4,900 excluding tax (the amount stated in Help, as of September 2026). You're said not to be charged for a month in which your account is blocked or suspended (you're still charged while your account is on vacation settings). If you're wondering whether individual sellers can also get phone support, this difference is worth checking too.
What to review when you keep getting the same explanation
- Have you provided the requested evidence for every product under review?
- Have you shown the root cause and the specific actions you took, along with the dates they were implemented and related documents?
- Have you highlighted the key parts of your documents (ASINs, supplier names, and so on)?
For an overview of the whole process, see The full picture, from account suspension to reinstatement request.
What not to do
- Creating another account to keep selling: Creating a new account to get around a suspension or warning is not allowed. Attempts to circumvent Amazon's systems can lead to immediate suspension regardless of your score, and could also affect your existing account.
- Altering documents before submitting them: Submitting documents with altered dates, amounts, item names, suppliers, or other details counts as falsification and can lead to immediate suspension regardless of your score (highlighting key parts as Amazon requests is not the same as altering the content).
- Basing your appeal only on what you were told on the phone: Amazon has not officially stated how the content of a call is treated in a review. Rather than writing "confirmed with a specialist" in your appeal, present the evidence requested and the actions you actually took.
Frequently asked questions
Q. Will calling speed up reinstatement or the review?
A. We found no statement in Help that the review is sped up. Reflect any gaps you confirmed on the phone in your submission, and send it from the Account Health page. The decision will arrive by email.
Q. Where can I check whether I'm covered by Account Health Assurance?
A. If you become covered, you'll be notified by email and on the Account Health page. You can track your progress toward meeting the requirements on the eligibility page (/ah/eligibility). Sellers whose AHR score isn't displayed are not eligible. Even if you're not covered, professional sellers can still reach out through [Contact Us] (Call me now).
Q. Can individual sellers get help by phone too?
A. According to Help, this channel is for professional sellers. Individual sellers should use Help, Seller University, Seller Forums resources, or contact Amazon through a case.
Q. I missed a call from Amazon.
A. The AHA FAQ (an explanation for covered sellers) says that if you miss the first call, Amazon will call again, and that you can also get in touch yourself through "Call me now." Even if you're not covered by AHA, when a notice has a deadline it's safer to contact Amazon yourself rather than wait for another call.
Q. What should I do if I can't submit on the appeal screen?
A. The US version of Help advises that if the appeal button is grayed out and you can't submit, you should try a different browser, clear your cache, or submit from the Seller app, and if that doesn't work, get in touch through [Contact Us] or a similar option. This isn't mentioned in the Japanese version, so also consider contacting Amazon through a case. How to check your screens is covered in What to check when you can't find the submit button.
Summary
Account Health Support is a channel for professional sellers to confirm the reasons for a warning or suspension and the next steps to take.
- Before the call, put the key points of the notice, your current status, actions taken so far, your questions, and your contact setup into a memo
- Check the support hours with a button such as [Contact Us], enter your number, and take the callback
- The phone is for confirming direction. Submit on screen, and keep your own record of the call
- Keep your emergency contact up to date, and don't share information with impersonation callers
- When things aren't moving, review what you submitted and choose between cases and outside consultation services as appropriate
For day-to-day management to avoid repeating the same problem after reinstatement, see Daily management to prevent another suspension.
Need help seeking advice about Account Health?
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Free consultation, 24/7 *This article provides a general explanation. The appropriate response in individual cases depends on the circumstances. We are not an official Amazon contact channel and have no ownership or partnership relationship with Amazon.
Further reading
Reviewing your Amazon Account Health Rating: warnings and improvement priorities Read article → 
Amazon Seller Agreement and Code of Conduct warnings: identifying conduct deemed a policy violation and corrective steps Read article → 
Building an Amazon Plan of Action: root causes, corrective steps and prevention Read article →