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Self-Service Account Recovery

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Self-Service Account Recovery

Nguồn chính thức · TikTok Shop · Thông tin chính thức

Cập nhật: 23/07/2026

Tình huống

TikTok Shop sellers in Vietnam whose accounts have been compromised by Account Takeover (ATO) scams, including cases where sellers can still log in or have been fully locked out. Applies to both personal and corporate shop types.

Insight

Self-Service Account Recovery is a guided process that allows TikTok Shop sellers to regain control of accounts compromised by ATO scams without contacting support directly. When an ATO is detected, TikTok Shop automatically freezes the account’s withdrawal function to prevent unauthorised fund transfers; withdrawals are only restored after successful account recovery. The process covers two scenarios: sellers who can still log in (Path A) and sellers who have been fully locked out (Path B). For Path A (can still log in): reboot phone, uninstall suspicious apps, reset password via “Forgot the password?” in Seller Center, enable 2-Step Verification (2SV) with Google Authenticator recommended, set up multiple 2SV methods, remove unknown devices and sub-accounts via My Account → Account Settings → User Management, remove unknown linked TikTok accounts via My Account → Linked TikTok Accounts, remove unknown bank accounts via My Account → Account Settings → Bank Accounts → Change Account, and update 6-digit withdrawal password via My Account → Account Settings → Bank Accounts → Change Password. For Path B (cannot log in): Step 1 — Access Seller Service via Seller Center → Contact Us → Seller Service, fill form with Region, Topic (Account > Seller Account), Issue (Account has been compromised); Step 2 — click “Recover my account” in pop-up; Step 3 — select “No” to a question; Step 4 — lock account by selecting shop type (personal or corporate), verifying shop information, clicking “Verify and lock account”. For Personal Shop verification: need Shop name or Shop Code, region, business owner name, identity card number, email/phone number used to log in. For Corporate Shop verification: need Shop name or Shop Code, region, company name, company registration number, email/phone number used to log in. If login email/phone matches records, verify identity via OTP sent to email/phone. If information doesn’t match or OTP fails, “Skip without safeguarding your account” option appears. Submit information for authenticity verification and receive case confirmation email with reference number (must complete this step for case to reach team). Step 5 — await recovery details; account recovery within 3 business days. After recovery confirmation, submit Kháng cáo to restore withdrawal function via Shop Health → Vi phạm Records → Appeal, including at least 3 supporting documents: bank account statement, identity document + selfie holding identity card, business registration documents, or other relevant proof of ownership. First appeal deadline: within 30 days of first Xử phạt date. Second appeal deadline: within 14 days of first appeal result. Withdrawal function restoration within 3 business days after successful appeal.

Hành động

Path A (can still log in): 1) Reboot phone and uninstall unknown/suspicious apps. 2) Reset password via “Forgot the password?” in Seller Center, log in with new password. 3) Enable 2SV: My Account → Seller Profile → Account Information → Account Security; recommended method Google Authenticator; set up more than one 2SV method where possible. 4) Remove unknown devices and sub-accounts: My Account → Account Settings → User Management. 5) Remove unknown linked TikTok accounts: My Account → Linked TikTok Accounts. 6) Remove unknown bank accounts: My Account → Account Settings → Bank Accounts → Change Account. 7) Update 6-digit withdrawal password: My Account → Account Settings → Bank Accounts → Change Password. Path B (cannot log in): Step 1 — Seller Center → Contact Us → Seller Service; fill form with Region (seller account’s region), Topic (Account > Seller Account), Issue (Account has been compromised). Step 2 — Click “Recover my account” in pop-up. Step 3 — Select “No” to following question. Step 4 — Select shop type (personal/corporate), verify shop information, click “Verify and lock account”; prepare Personal Shop info (Shop name/Code, region, business owner name, identity card number, email/phone) or Corporate Shop info (Shop name/Code, region, company name, company registration number, email/phone); if email/phone matches, send OTP, enter verification code, click “Continue”; if no match or OTP fails, select “Skip without safeguarding your account” if unable to provide required info; submit for authenticity verification. Step 5 — Await case confirmation email with reference number; account recovery within 3 business days. After recovery confirmation: submit Kháng cáo via Shop Health → Vi phạm Records → Appeal with minimum 3 documents (bank statement, ID + selfie, business registration); first appeal within 30 days of first Xử phạt date; second appeal within 14 days of first appeal result if rejected; await Seller Center notification for withdrawal restoration within 3 business days. Best practices: act immediately; set up 2SV before issues occur; use multiple 2SV methods; keep identity and business documents accessible.

Kết quả

Account recovery typically within 3 business days after case submission. Withdrawal function restoration within 3 business days after successful Kháng cáo. Funds remain safe during freeze as withdrawal function is specifically frozen to prevent scammer transfers.

Điều kiện áp dụng

Applies to Vietnam TikTok Shop sellers only. For ATO-compromised accounts only. Two paths based on login ability. Withdrawal function automatically frozen upon ATO detection and only restored after successful recovery and Kháng cáo. Minimum 3 supporting documents required for withdrawal restoration appeal. Strict appeal deadlines: first appeal within 30 days of first Xử phạt, second appeal within 14 days of first appeal result.

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