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Discussion Starter #1
I got an email just now. First it looked kinda like phishing, but my KDP account also tells me that I need to update. They reset my account. There is a little yellow box that tells me that I can't publish anything until I fill out the details.

I am not in any country that allows EFT. Why does Amazon want my bank account details? I do not want to give anyone any bank account details they're not going to use.

I have not yet filled in anything.

Is this legit? It LOOKS legit, but... did anyone else get this?
 

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The email is asking you to submit bank info electronically and not through your actual KDP account? Uh.... no. Run away quickly. ::)
 

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Discussion Starter #4
Through the KDP account. There was a link in the email. I did not click it, but went through the KDP dashboard. It told me to re-enter my address info. I did not enter any bank account info.

Now I can't log into my KDP account. Rather, it looks like a secondary KDP account has been created that doesn't have any of my books or anything else.

ACK!

Seriously but WTF Amazon?
 

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Patty Jansen said:
Through the KDP account. There was a link in the email. I did not click it, but went through the KDP dashboard. It told me to re-enter my address info. I did not enter any bank account info.

Now I can't log into my KDP account. Rather, it looks like a secondary KDP account has been created that doesn't have any of my books or anything else.

ACK!

Seriously but WTF Amazon?
Yes it sounds like you're logged under another account - log out and try again!
 

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Patty Jansen said:
Now I can't log into my KDP account. Rather, it looks like a secondary KDP account has been created that doesn't have any of my books or anything else.
I have a vague memory of something like this being mentioned in a past thread as a known glitch of KDP.

Sent from my LG-VS700 using Tapatalk 2
 

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Discussion Starter #7
Nathalie Hamidi said:
Yes it sounds like you're logged under another account - log out and try again!
I did. I can't log in because they reset my password. I can't request my password because the credit card I used to buy from them (and I don't buy from Amazon, so it was a loooooong time ago) has expired.

I've asked the KDP team to sort it out.
 

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How frustrating for you  :mad:. Did you email KDP to ask whether the original email was genuine?

Let us know what happens.
 

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Discussion Starter #9
So I got a stupid bloody cookie-cutter response, where the person who responded gave no sign of actually having read or understood the problem.

Can't see my books (although they're still there)
Can't access the KDP dashboard (although access is hardly worth it because at the moment I'm selling nothing on Amazon)
Can't access Author Central.

I think there are duplicate accounts under the one email address. I want the one I accidentally created yesterday deleted. I want access to the other one.

You would think that it'd be easy for a support person to query the database for my email address and delete the spare account.

Apparently it's hard for them to even understand my email.

Outsourcing?
 

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Patty Jansen said:
So I got a stupid bloody cookie-cutter response, where the person who responded gave no sign of actually having read or understood the problem.

Can't see my books (although they're still there)
Can't access the KDP dashboard (although access is hardly worth it because at the moment I'm selling nothing on Amazon)
Can't access Author Central.

I think there are duplicate accounts under the one email address. I want the one I accidentally created yesterday deleted. I want access to the other one.

You would think that it'd be easy for a support person to query the database for my email address and delete the spare account.

Apparently it's hard for them to even understand my email.

Outsourcing?
Double Grrrr :eek:
 

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One of three things happened:

1) email is outsourced, they can't speak English good and have no idea what your talking about.

2) email isnt outsourced, and they have no idea what your talking about.

3) I've worked email customer service and it is highly discouraged to free form any reply. You must copy and paste from a bunch of prewrittened responses and hope it makes sense. So they cold have fixed it, but it won't show in the system until it updates.

The update can take place once a day, once a week, once every two weeks, once a month depending on the company.
 

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KDP customer support can be difficult at times. I had a problem when I added payoneer as payment source. It simply wouldn't update the account information. There were seven or eight emails sent, the last of which they told me that Aussies could not, under any circumstances, have direct debit. I finally got them to escalate the issue and someone with an understanding of how KDP works responded. She told me to try using mozilla instead of internet explorer....Problem solved.

Persist, try not to lose your cool, and get it escalated as soon as you can. The front line is hopeless but there are good people behind them.
 

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When I got an email response from someone who obviously hadn't understood my question, I sent back the 'No, this did not answer my question' email, detailing what was wrong with the answer. In reply, I got someone who obviously spoke good English, was very apologetic and took the time to find an answer. I hope you're that lucky. :)
 

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Patty Jansen said:
I got an email just now. First it looked kinda like phishing, but my KDP account also tells me that I need to update. They reset my account. There is a little yellow box that tells me that I can't publish anything until I fill out the details.

I am not in any country that allows EFT. Why does Amazon want my bank account details? I do not want to give anyone any bank account details they're not going to use.

I have not yet filled in anything.

Is this legit? It LOOKS legit, but... did anyone else get this?
It sounds like phishing (maybe).

I received an Amazon email about a week about thanking me for looking at gift cards. The email looked TOTALLY legit... except I've never looked at gift cards. I emailed Amazon to find out if somebody had compromised my account. They asked me to send them a copy of the email, with the headers, and told me it was a fake email. They also said NEVER click on any links that ask for your account or personal info on an email that looks like it came from Amazon -- only enter your account from the website. Here is Amazon's email to me:

Thank you for writing to us.

The e-mail you received was not from Amazon.com. We are investigating the situation, and we appreciate you letting us know that you received this.

For your protection, we suggest that you never respond to requests for personal information that may be contained in suspicious e-mail. It is best to assume any e-mail that asks for personal financial information (or web site linked to from such an e-mail) is not authentic.

If you did not click on the link in the fraudulent e-mail, your account at Amazon.com is fine -- there's nothing more you need to do. If you did click the link, but didn't enter any personal information (such as your login or password), the phishers will not have your Amazon.com account information.

However, please know that if you ever respond to a phishing e-mail and do enter your Amazon.com login and password (or any other personal information) on the forged web site, the phishers will have collected that information and you should take appropriate action. We recommend that you update your Amazon.com password immediately, and, if you entered financial information, you may want to contact your bank or credit card provider.

If you encounter any other uses of the Amazon.com name that you think may be fraudulent, please do not hesitate to contact us again.

Thank you for contacting Amazon.com.

*****
WHAT IS PHISHING?
Phishing e-mails have been around for years. The term phishing comes from the use of increasingly sophisticated lures to "fish" for users' personal or financial information. In phishing, the scam artist usually sets up a spoofed a web page, which looks like the real one, but is owned and operated by the phisher.

Go to www.amazon.com/phish to read more about ways to protect yourself from phishing.

*****
WHAT IS SPOOFING?
Spoofing, in this context, refers to a counterfeit web page or e-mail that is made to "look and feel" authentic but is actually owned and operated by someone else. It is intended to fool someone into thinking that they are connected to a trusted site, or that they have received an e-mail from a trusted source.

*****
WHERE CAN I FIND OUT MORE INFORMATION ABOUT SECURITY ON AMAZON.COM?
Visit the "Privacy & Security" section of our Help pages for safe shopping tips, our privacy policy, and more:

http://www.amazon.com/o/tg/browse/-/551434/

*****
HOW CAN I UPDATE MY AMAZON.COM PASSWORD?
Go to our home page then click "Your Account" on the top right menu. Choose the option "Change your name, e-mail address, or password" found under Account Settings.

Sincerely,

Account Specialist
Amazon.com
http://www.amazon.com
 

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Skate said:
When I got an email response from someone who obviously hadn't understood my question, I sent back the 'No, this did not answer my question' email, detailing what was wrong with the answer. In reply, I got someone who obviously spoke good English, was very apologetic and took the time to find an answer. I hope you're that lucky. :)
This. Escalation is the key. In CS, you have to reach someone high enough up the food chain that they are not required to give you a canned answer and can actually investigate the problem. The one time I had real problems with KDP, this was the route that worked for me.
 

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Discussion Starter #17
The saga continues. I spoke with an Amazon person last night who was very helpful, but he didn't have access to KDP accounts. He was going to ask a password reset for me.

So. I received the email with a long password reset link.

I click the link and type the new password, and again to make sure.

It doesn't work. Even though the password satifies their requirements.

I try a different password.

Doesn't work either.

WTF???

Am furious with Amazon. With the stupid cheques, the stupid tax, the stupid delivery fees for my friends in non-standard countries. My sales on Amazon are almost non-existent this month, why the hell would I bother?
 

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Discussion Starter #18
AND! Another useless email from KDP support.

They're like a broken record.

Your account is active. Contact the password reset people.

People: the account is BLOCKED! I need someone to un-block it. I need someone to delete all the spare Amazon buyer accounts I've set up over the years in sporadic times I've browsed on Amazon and had forgotten that I already had an account.
 

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Patty Jansen said:
AND! Another useless email from KDP support.

They're like a broken record.

Your account is active. Contact the password reset people.

People: the account is BLOCKED! I need someone to un-block it. I need someone to delete all the spare Amazon buyer accounts I've set up over the years in sporadic times I've browsed on Amazon and had forgotten that I already had an account.
I feel your frustration. I also mistakenly opened a second account and had weeks of trouble trying to sort it out ::). I'm also waiting for my UK royalties going back to August - they are working on it! But this pales in comparison to your problems.
Hope it soon gets sorted out.
 

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Discussion Starter #20
Jan Hurst-Nicholson said:
I feel your frustration. I also mistakenly opened a second account and had weeks of trouble trying to sort it out ::). I'm also waiting for my UK royalties going back to August - they are working on it! But this pales in comparison to your problems.
Hope it soon gets sorted out.
Anything to do with payment pales in comparison to my problems.

Hey, I think my rankings show that I sold something today! That's something at least.
 
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