Why Amazon asks for a video call
Amazon uses live video checks to confirm that a real person stands behind the account and that the documents on file belong to them. You may get one when you register, after a deactivation, before funds are released, or during wider reviews of existing accounts. Long-established accounts get these requests too.
Start with Amazon's email
Before a scheduled call, Amazon sends an email that lists exactly what you need to have ready. Read it twice. It is the only list that matters for your call, and it can differ from what other sellers describe online.
Who has to attend
Usually the person named on the account as the primary contact or legal representative. It should be the same person whose ID was submitted. An assistant, partner or consultant can't take the call in their place.
What to have ready
- The original ID you submitted, physically in your hand, not a copy or a photo on your phone
- Any other documents named in Amazon's email, often a bank or credit card statement or a utility bill
- Business documents if the account is registered to a company
- A quiet, well-lit room, a working camera, and a stable internet connection
- Seller Central open, so you can answer questions about your account and business
Check your account details first
Most failed calls come down to mismatches, not fraud. Before the call, compare these fields in Seller Central against your documents, letter by letter:
- Full legal name, including middle names and spelling
- Date of birth and ID number
- Business name and registration number
- Address, including unit numbers and formatting
- Bank account holder name
If something doesn't match, fix it in Seller Central before the call where Amazon lets you, and be ready to explain anything you can't change.
During the call
- Join on time with your camera on and your face clearly visible.
- Hold documents up to the camera when asked, and keep them still.
- Answer questions about your business simply and honestly: what you sell, where you source, who runs the account.
- Don't read from a script or have someone prompting you off-camera.
After the call
Amazon usually confirms the result by email or in Seller Central. If it asks for more documents, send exactly what's requested and nothing that doesn't match. If the call fails, don't rush into a second attempt: find the mismatch first, because each failed attempt makes the next one harder.
Call coming up? Send us your Amazon email and a screenshot of your Account Info pages. We'll check them against your documents before the call, free.
Need help with this? See our Identity verification issues service, or send us your notice on WhatsApp.
Updated October 2026. DPBX Consulting is an independent consultancy, not affiliated with Amazon. Amazon's policies change; check Seller Central for the current rules on your account.