Can't Log In or Restricted? How to Recover and Secure Your Shopee Seller Account

By Tina05 Nov,2025

Shopee D11 Mega Sale is in full swing, making it even more crucial for us to pay attention to account security. While using Shopee, there might be times when we cannot log in or our accounts face restrictions due to forgetting passwords, losing mobile phones, or other reasons. This can result in significant losses for sellers, especially during major sales periods. If account issues arise, knowing how to resolve them quickly becomes paramount.

I. What are the potential issues with a Shopee account?

Forgetting the password and being unable to log in.
Losing the mobile phone and being unable to log in.
Being unable to log in due to account theft.
Shopee account restrictions.
- Login Restriction: Inability to log in normally, with possible prompts like "Account Abnormal" or "Account Has Been Restricted." This is often related to unusual login behavior or violations.
- Store Closure: If Shopee detects serious violations by a seller (such as selling counterfeit goods, engaging in fake transactions, etc.), it may directly close the store and freeze funds.
- Product Removal or Shadow Banning: For accounts flagged as abnormal, some products in the store might be forcibly removed, or products may not appear in buyer search results.
- Withdrawal Freeze: Shopee may freeze the account balance and require the seller to provide relevant proof materials (such as transaction records, identity information) to verify the source of funds.
- Account Warning: Shopee will send system notifications or emails indicating abnormal activity on the account and requiring the seller to rectify the situation.

II. How to recover a Shopee account or remove Shopee account restrictions?

(I) If unable to log in due to a forgotten password/account theft, the solutions are as follows:

Method 1: Reset Password via Email

Open the Shopee app or visit the Shopee website.
Click the "Forgot Password?" link on the login page, usually located below the password field.
Enter relevant information: Input the mobile number or email address used during registration as prompted.
Receive reset link/code: Shopee will send a password reset link or verification code to your provided phone or email.
Reset password: Follow the link in the email or SMS to set a new password. Ensure the new password is secure and memorable.

Method 2: Recover Account via Mobile Number

If you have forgotten the email used for registration, you can also recover the account using your mobile number.
On the Shopee login page, choose to log in using your mobile number.
Enter the mobile number used during registration.
Receive and enter the verification code to verify your identity.
After successful verification, follow the prompts to set a new password.

Method 3: Contact Shopee Customer Service

If the above methods do not resolve your issue, it is recommended to contact Shopee Customer Service directly.
Visit the official Shopee website and look for the "Contact Customer Service" or "Help Center" option.
Choose a suitable contact method, such as online chat, phone, or email.
Provide relevant information: Explain your problem to the customer service representative, including the mobile number, email address used during registration, etc., to help them assist you in recovering your account.

Here are the Shopee customer service hotlines:

Taiwan
- Customer Service Hotline: (02) 6636-6559
- Help Center: https://help.shopee.tw/tw/s
Malaysia
- Customer Service Hotline: 03-27779222
- Help Center: https://help.shopee.com.my/my/s/
Singapore
- Customer Service Hotline: 65 6206 6610
- Help Center: https://help.shopee.sg/sg/s/
Indonesia
- Customer Service Hotline: (021) 3950-0300 / 1500-702
- Help Center: https://help.shopee.co.id/s/
Thailand
- Customer Service Hotline: 02-017-8399
- Help Center: https://help.shopee.co.th/th/s/
Philippines
- Customer Service Hotline: 02-8880-5200
- Help Center: https://help.shopee.ph/ph/s/
Vietnam
- Customer Service Hotline: 1900 1221
- Help Center: https://help.shopee.vn/vn/s/
Shopee Cross-Border
- Customer Service Hotline: 400 126 8888

(II) If the Shopee account is abnormal and restricted, the solutions are as follows:

Confirm the Reason for Restriction: If your account is suspended, first confirm the reason. Shopee typically notifies users of the specific reason via email or SMS.
Contact Shopee Official Customer Service or Your Assigned Shopee Manager: If the reason for the abnormality is unclear or you don't know how to resolve it, you can contact Shopee Customer Service online or by phone.
Submit an Appeal: If you believe the suspension or restriction is unreasonable, you can submit an appeal through Shopee's customer service channels. Provide necessary information to support your appeal and wait patiently for the processing result.
Provide Review Materials: If your account is frozen or withdrawals are restricted, you may need to provide corresponding proof materials, such as business licenses, transaction records, etc.
Self-check and Comply with Platform Rules: To avoid account suspension, be sure to comply with Shopee's Terms of Service and community rules, ensuring your trading behavior aligns with the platform's regulations. Regularly conduct self-checks, especially when listing products, to see if there are any prohibited items or fake transaction activities, and make adjustments promptly to prevent further restrictions.

(III) Tips to Prevent Loss or Restriction of Your Shopee Seller Account

Enhance Account Security:
- Set a strong password: Ensure your Shopee account password is complex and unique, containing letters, numbers, and special characters. Avoid using common password combinations.
- Enable Two-Factor Authentication (2FA): Shopee supports 2FA. You can enable this feature in your account settings. Each time you log in, besides entering your password, you will need to verify using a code received on your mobile phone, enhancing account security.
- Regularly update your password: It's advisable to change your password periodically, especially if you suspect your account might have been compromised or leaked.
Keep Account Information Secure: Record your registered email and mobile number and store them in a safe place for quick recovery when needed.
Pay Attention to Shopee's Security Alerts and Comply with Platform Operating Rules: Shopee periodically releases security tips and warnings. Paying attention to this information can help you stay informed on how to protect your account security.
Use Promotional Tools Reasonably: Avoid misusing Shopee's coupons, discount tools, or advertising features. Ensure promotional activities are reasonably designed and genuine.
Monitor Your Store and Maintain Customer Satisfaction: Regularly check your store's operational data, pay attention to product performance, transaction records, and customer reviews. Identify and address potential issues promptly. Maintaining high customer satisfaction can effectively improve your store's rating and weight.

III. Conclusion
Encountering problems with a Shopee seller account can cause unnecessary trouble for sellers. We can address these issues promptly based on their different causes. Using the methods described above, you can typically regain access to your account smoothly. Meanwhile, in daily operations, ensure standardized login practices, lawful and compliant operations, and effectively maintain buyer satisfaction to protect your account security.

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