When you receive a suspension notice from Amazon, there is more than one place to turn. Even within Amazon, the screen for filing an appeal, the channel where you can ask questions by phone, and the place to ask about on-screen operations are all separate. Outside Amazon, there are also public consultation services, lawyers, and private support companies.
In this article, we explain, in order, what to check in your notice before seeking help, the role of each contact, and what to check when choosing one. Use it as a guide to choosing a contact you can rely on in your situation.
Please note that this article is published by Amazon Seller Reinstatement Support ("we" below). We are not an official Amazon contact channel and have no ownership or partnership relationship with Amazon. Our role is to prepare submission drafts and advise on revisions. You log in to your account and handle appeals and submissions to Amazon yourself.
This article is based on Seller Central Help, the contract between sellers and Amazon (the Amazon Services Business Solutions Agreement), guidance from Amazon on the Seller Forums, and information from public consultation services, as we were able to confirm them as of September 2026. Contact channel names, hours, and conditions of use can change, so please also check the notice you received and the latest official guidance.
What to check in your notice before seeking help
Whoever you contact, the starting point is the notice you received. Writing down the facts you know and the information you're missing beforehand makes it quicker to confirm things.
Check whether the notice is genuine
Some phishing emails are disguised as suspension notices. Don't use the links in the email; open Seller Central from a bookmark or a URL you type yourself. Then check whether the same notice appears on screen: in Performance Notifications, on the Account Health page, or in the Notification Center (通知管理センター).
However, some genuine notices arrive only by email. Even if you can't find it on screen, don't use the email's links or reply to it; confirm through Account Health Support or Technical Support (both described below). Once you've confirmed the notice is genuine, write down the deadline it states.
Write down "what, why, and by when"
From the notice, pick out the following three points.
- What has been stopped: Is it a warning, removal of listings, or suspension of the entire account? Does the notice say anything about sales proceeds or inventory?
- Why it was stopped: Which of these does it fall under: declining metrics, a product policy violation, identity verification, related accounts, or suspected fraud? Which ASINs are affected?
- What to submit, where, and by when: The documents or explanation requested, the screen or address to submit to, and the deadline
Keep the wording of the reason exactly as written rather than putting it in your own words. Save the full text of the notice and the date and time you received it as a text file or PDF.
In your records, write what the notice says (facts) separately from your own assessment of the cause (assumptions). Whoever you're explaining things to, your records should make clear which matter you are asking about and what you want checked.
What to have on hand
Having the following information on hand makes it easier to explain your situation accurately.
- The full text of the notice (including the date and time received and the deadline)
- Records of your Account Health page and Performance Notifications
- The content of your previous appeals and Amazon's replies
- The affected products/ASINs and supporting documents such as supplier invoices
- Your sales proceeds balance, FBA inventory, and the status of unshipped orders
- The stores you sell in and whether you have any other related accounts
If you can't tell what your status is, your deadline is approaching, or you don't understand what a reply means, decide where to seek advice sooner rather than later.
Amazon's contact channels: separating where to submit from where to ask
Amazon's contact points fall into two groups: where you formally submit documents and explanations, and where you ask questions. Thinking of the two separately reduces confusion. Talking on the phone does not count as filing an appeal; you need to submit separately.
Where to submit: the Account Health page
Appeals against a suspension, responses to violations, and additional information are, in principle, submitted from the Account Health page in Seller Central. Submissions that reflect what you learned on the phone are also sent from this page.
If your notice specifies a different submission method or address, its instructions take priority. For some reviews, you are directed to submit to an address given in the notification email, or via "Submit new information" (新しい情報を送信) in the notice.
An appeal requesting payment of your sales proceeds is also a separate procedure from an appeal against the suspension. Start by following the steps described in your notice. If the hold is not released, for example, Help states that once 60 days have passed from the hold date, you can file an appeal with the contact listed in Help. However, this may be handled differently if fraud or similar is determined, or if your notice states a different deadline (we explain the contact and steps in our article on funds after a suspension).
If you send an appeal against a suspension from "Reactivate your selling account" (出品用アカウントの再開), it is said to take up to about 2 days to receive a response (the estimated time varies depending on the type of review). This is only a guide to how long a response takes; it does not indicate whether or when your account will be reinstated. The result of the review arrives by email or in Performance Notifications.
The phone channel: Account Health Support (Professional sellers only)
Professional sellers can consult Account Health Support (written アカウント健全性サポート or アカウントヘルスサポート in Japanese) by phone. To use it, you click the "Contact Us" (お問い合わせ) button on the Account Health page and enter your phone number. Once you do, a specialist calls you back. Even within Help, the button name appears in different forms. The service is available every day of the year, but click the button to check the hours when support is available in your language.
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. On the other hand, in the Help pages we reviewed, we found no statement that review decisions are made over the phone, that reinstatement is promised, or that the review is sped up. Incorporate anything missing that you learned about on the phone into your submission, and then send it from the Account Health page.
This phone service is for Professional sellers. Individual sellers are directed to Help, Seller University (Amazon出品大学), and Seller Forums resources. If your notice specifies how to contact Amazon, follow those instructions.
Problems with operations or screens: Technical Support
Technical Support (テクニカルサポート; known in English as Seller Support) handles procedural problems such as questions about using Seller Central, on-screen errors, corrections to product information, and trouble registering a bank account. The inquiry screen is inside Seller Central, after you log in.
Problems such as the appeal button not appearing on screen, or an error when you upload documents, can be raised with Technical Support as usage problems. The cause of a suspension and your corrective actions, on the other hand, are basically communicated through the appeal procedure. Amazon has not officially stated how far Technical Support can answer questions about suspensions, and it may decline to help. Amazon's report to the Ministry of Economy, Trade and Industry (METI) also describes Technical Support as separate from the team responsible for enforcement actions such as listing suspensions.
Phone and chat inquiries to Technical Support are described as a feature for Professional sellers. In the comparison table of selling formats (出品形態) in Help, support requests to Technical Support are marked "No" for the Individual plan. To see which contact methods are actually available to Individual sellers, check what the inquiry screen shows.
Open one case per issue, and check the status in Case History before creating a new one. For an issue you've been told will receive no further action, don't reopen the case or create a new one.
The "Contact Us" form also has an "Urgent request" (緊急対応依頼) option. It is meant for situations where an urgent resolution is essential, such as a pricing error you can't fix yourself, the effects of fraudulent activity, or a problem receiving payments; suspension appeals are not among the listed examples.
Be wary of "special contact channels" and messages claiming to be from Amazon
You may hear claims such as "I can get you through to a special contact channel." However, we could not confirm in Amazon's official materials any higher-level channel that sellers can apply to themselves. The proper entry points are the Account Health page for suspension appeals and "Contact Us" for questions. As for the Seller Forums, Amazon staff have explained that inquiries about account reviews cannot be handled there either.
Don't use phone numbers or links given to you in calls, text messages (SMS), or emails claiming to be from Amazon. Open contact channels from Amazon's official website or app, or from the Seller Central screens. If you receive a suspicious call, hang up without giving out your password or verification code. Then the safe course is to open Seller Central yourself from a bookmark or similar, check your status on the Account Health page, and request a new callback through "Contact Us." (Only Professional sellers can request a phone callback. Individual sellers check by opening a case from "Contact Us.")
Places to get help outside Amazon: public consultation services, lawyers, and others
Outside Amazon, there is also a public consultation service: the "Digital Platform Transaction Consultation Desk (for businesses using online marketplaces)" (デジタルプラットフォーム取引相談窓口（オンラインモール利用事業者向け）), a program commissioned by METI. Consultations are free (according to the desk's information as of September 2026). You can get advice on how to ask questions of, or consult with, the mall, but because the desk does not mediate, act as an intermediary, or conciliate in individual disputes, it is not a substitute for an appeal to Amazon. Its hours and the ways it accepts consultations may change, so check the desk's official website before using it.
For issues that require an individual judgment, such as interpreting contracts and laws or tax matters, check with professionals such as lawyers and tax accountants.
When consulting a reinstatement service or other private support company
The first thing to keep in mind is that whether your account is reinstated is decided by Amazon's review. Amazon itself does not recommend third-party consulting or similar services, and it warns sellers to watch out for fraud and misinformation from outside resources. On the page for the Service Provider Network (SPN), which introduces outside providers, Amazon also states explicitly that it does not endorse any provider or its services. We are not a contact endorsed by Amazon, either.
In the private sector, there are companies that help with tasks such as preparing appeals, and some offer what are known in Japan as "復活代行" (reinstatement services). What each company takes on varies. We are also one such reinstatement service, and we handle preparing submission drafts and advising on revisions. We do not log in to your account or submit to Amazon. You do both yourself (see below).
What to check with any source of help
Whichever source of help you are considering, including us, check the following points before choosing.
- Whether they claim to guarantee reinstatement
- Whether they suggest anything that violates Amazon's policies, such as creating a new account or altering documents
- Whether they base their explanations on your own notice and documents
- Whether they ask for your login ID, password, or verification code
- Whether they have documents backing up claims such as "Amazon certified" or "we can get you through to a special contact channel"
- Whether information about the operating company and its representative is published, for example in disclosures under Japan's Specified Commercial Transactions Act
- Whether you can confirm the total cost, payment timing, scope of work, and cancellation terms before signing a contract
Forging or altering documents, or submitting documents that don't match the facts, violates Amazon's policies no matter who recommends it. Don't share your password or verification codes with anyone, including the people advising you. Amazon's Help also advises not sharing your account credentials with anyone.
What we do and don't do
Our support does not rely on any special relationship with Amazon's review team. Based on the notice you received and the documents you provide, we support a response that follows the official procedures. Amazon decides whether to reinstate an account, and we cannot guarantee reinstatement.
| Category | Details |
|---|---|
| What we do | Reviewing the notice you received and the documents you provide, preparing submission drafts for Amazon, and advising on revisions |
| What we don't do | Logging in to your account; filing appeals, submitting, or communicating with Amazon (you do these yourself); forging or altering documents |
We don't take on logging in, submitting, or communicating with Amazon in order to avoid legal, security, and account-linking problems.
Some accounts are not reinstated. If we believe reinstatement or the lifting of a warning will be difficult in your case, we will tell you accurately, based on what we can assess at that point, before you engage us.
How to consult us
We accept consultations through our official LINE account, WeChat, Chatwork, and the email form, and they are free, as often as you need. Chat consultations such as LINE are available 24 hours a day.
Once you contact us, we usually get back to you within a few hours to ask about your current situation.
You can contact us even at the stage of a warning before a suspension, while your account is under review, or while your sales proceeds are on hold. Even if you have already submitted several times, just tell us where things stand.
When you contact us, sending the following three items helps things go smoothly.
- The text of the notice you received from Amazon (a screenshot is fine)
- The date you received the notice, and whether you have appealed so far and how many times (if you haven't appealed, just tell us "not yet")
- Whether it is a selling account or a buyer account, and which country's Amazon (e.g., Amazon.co.jp (Japan), Amazon.com (US))
Please do not send your login ID, password, or verification code.
Terms if you engage us
Our terms of engagement are as follows.
| Point to check | Our terms |
|---|---|
| Fees | Initial fee of JPY 80,000 (tax included) and success fee of JPY 80,000 (tax included), the same for every engagement. If the purpose of your engagement is achieved, the total is JPY 160,000 (tax included) |
| What the success fee covers | The purpose of your engagement (such as account reinstatement, the lifting of a warning, reinstatement of your listings or obtaining listing approval). If that purpose is not achieved, no success fee is charged |
| Initial fee | Payable regardless of the outcome of our support. If you cancel before work begins (before we start specific work such as drafting your submission), we will refund the initial fee in full (you are responsible for the bank transfer fee for the refund). Refunds are generally unavailable once work has begun. We explain the specific scope of work and cancellation conditions before you sign the agreement |
| Payment timing and method | Initial fee: within 3 days of the engagement date; success fee: after it is confirmed that the purpose of your engagement has been achieved. Bank transfer (clients are responsible for bank transfer fees, communication costs and similar expenses) |
| Scope of work | Reviewing your notice and documents, preparing submission drafts, and advising on revisions |
| Suspension causes we can advise on | Authenticity reviews, intellectual property, policy violations, account health and more |
| Agreement | A term of 14 days (if illness, an accident, travel, delayed replies, or similar circumstances arise, please contact us to discuss your case individually, including an extension). We exchange an electronic agreement and an NDA (non-disclosure agreement) |
Quick reference: where to turn
| Your situation | Where to go | What you can do there |
|---|---|---|
| You're not sure whether a notice you received is genuine | Seller Central screens you open yourself. If you can't find it there, Account Health Support or Technical Support | Check whether the same notice appears on screen (some genuine notices arrive only by email) |
| You want to submit an appeal or additional information | The Account Health page (or another method, if your notice specifies one) | Formal submission |
| Your sales proceeds are being held and you want to request payment | The steps in your notice. If the hold is not released, for example, the contact listed in Help, 60 days after the hold date | An appeal requesting payment (a separate procedure from an appeal against the suspension) |
| You want to confirm the reason for the suspension, the next steps, or missing information | Account Health Support (phone; Professional sellers only) | Confirming the reason for the suspension, the next steps, and any missing information |
| You're an Individual seller and can't use the phone channel | Help, Seller University, and Seller Forums resources | Checking the resources Amazon points you to |
| You're having trouble with on-screen operations or errors, correcting product information, or registering a bank account | Technical Support (phone and chat are for Professional sellers; Individual sellers should check the methods available on the inquiry screen) | Handling of procedural problems |
| You want to know the result of a review | Check emails from Amazon and Performance Notifications | Receiving review decisions and requests for additional information |
| You want help preparing an appeal or organizing what to submit | Private support companies (including us) | Varies by company. We review your notice and documents, prepare submission drafts, and advise on revisions |
Summary
- Before seeking help, check on screens you open yourself whether the notice is genuine, and write down "what, why, and by when"
- Formal submissions are, in principle, made from the Account Health page. If your notice specifies another method, follow those instructions
- Account Health Support (phone) and Technical Support are channels for confirming information and asking questions
- Assess private support companies, including us, by whether they claim guarantees, suggest anything that violates Amazon's policies, or ask for your password
Rather than trying to resolve everything in one place, gather your notice and documents and act early so you meet your deadlines.
When reading the notice still leaves your next step unclear
You can send us the text of the notice you received from Amazon on LINE (a screenshot is fine). We are not an official Amazon contact channel. We prepare submission drafts and advise on revisions, and you submit to Amazon yourself.
Please do not send your login ID, password, or verification code.
Free consultation, 24/7 *This article provides a general explanation. The appropriate response in individual cases depends on the circumstances.
Further reading
From Amazon account suspension to an appeal: reviewing the notice and planning your response Read article → 
Contacting Amazon Account Health Support: preparation and questions for the call Read article → 
Checking funds after an Amazon suspension: holds, disbursement requests and video interviews Read article →