Amazon Account Health Assurance: Frequently asked questions

What is Account Health Assurance?

Account Health Assurance (AHA) is a new benefit available to professional sellers who consistently achieve a high Account Health Rating (AHR). With Account Health Assurance, Amazon will no longer deactivate your selling account as long as you work with them within 72 hours of contacting you to resolve any issues.

I already maintain great account health and work with support. What’s different about this?

With AHA, in the event that you face an issue that could result in account deactivation, Amazon will keep your account active and you will be able to continue selling while you work with Amazon to resolve those issues quickly and completely. For sellers with great account health, this means you can now have greater peace of mind.

Do I qualify for AHA?

AHA is available to professional sellers in the US and Canada who maintain an AHR score of 250 or more for at least 6 months with no more than 10 days below 250, and have a valid emergency contact number on file. You will receive an email confirming your enrollment as soon as you’re eligible, and you can check your progress toward becoming eligible here.

If I qualify, is my account automatically in the program?

Yes. You will be notified of your enrollment via email, and you can see your enrollment status on your account health page. If you meet the AHR requirements, but you do not have an emergency contact number, Amazon will notify you via email that you are eligible and ask you to provide emergency contact information before you are enrolled. Ensure that your emergency contact number is always accurate and up to date, so that Amazon can reach you and work with you when we need to.

Where is AHA available?

At this time, AHA is available to professional sellers who qualify for the program in the US and Canada stores. Amazon look forward to expanding the program to additional stores around the world as the AHR becomes available.

If I don’t qualify now for AHA, can I qualify and be enrolled later?

Yes. Amazon are continuously reviewing accounts and enrolling sellers in AHA as soon as they qualify. You’ll be notified both via email and on your account health page once you’re enrolled. If you haven’t been enrolled in AHA, see FAQ 3 for guidance on what it takes to become eligible or check your progress on the eligibility page.

I don’t qualify for AHA, but I need help. How do I get help?

If you are a professional seller who does not qualify for AHA, you can still reach the Account Health Support team at any time for help on account health issues by using "Call Me Now" on your account health page.

Can I lose access to AHA?

To continue to be eligible for AHA, you must meet the following requirements:

• Engage with our account health team within 72 hours of notification that Amazon needs to work with you regarding an issue

• Fully resolve issues when working with Account Health Support

• Keep your AHR from falling below 250 for more than 10 consecutive days

Regardless of your AHA eligibility status, Amazon may remove you from the AHA program and deactivate your seller account immediately if Amazon believes you have engaged in fraudulent, deceptive, illegal, or otherwise harmful activity, in order to protect customers, our selling partners, and Amazon’s store.

What if my AHR score falls below 250 after I am enrolled, but I don’t have any violations on my account health page?

Your AHR increases based on the number of orders you successfully fulfill in the last 180 days and the policy violations that you resolve, and you lose points based on the number of policy violations incurred. If you have a seasonal business or you fulfill fewer orders after you are enrolled in AHA, it is possible for your AHR to fall below 250 without incurring violations. Should your AHR fall below 250 after you’ve been enrolled in the program, but you don’t have any policy violations on your account health page, you will remain enrolled in the program. However, if you incur any new policy violations, you will need to appeal and resolve them within 10 days or you will lose access to AHA.

What if I am not able to answer the phone when you call me about an urgent issue?

When Amazon needs to get a hold of you, they will need to speak to you within 72 hours. You will receive both a phone call and an email with instructions on how to get in touch with us. If you can’t answer the phone the first time Amazon calls, they will try again, or you can call our team directly using the "Call me Now" button found on your account health page. Alternatively, you can submit a plan for how you intend to resolve the issue on your account health page. But if Amazon needs more information from you, they may request that you speak to us over the phone before resolving the issue.

How can I reach an Account Health Specialist?

You can reach an Account Health specialist at any time by using the "Call me Now" button found on your account health page.

My Account Health Rating hasn’t been updated to a numeric score yet. How do I know if I’m eligible for Account Health Assurance?

If you can’t see a numeric AHR score yet, you are not eligible for Account Health Assurance.

Where can I learn more about the Account Health Rating?

You can learn more about the Account Health Rating.