Self-service Account Recovery

If your TikTok Shop account has been compromised or you've noticed unauthorised logins due to an Account Takeover (ATO) scam, you can recover your account through the self-service process below — without needing to contact support directly.

Before you begin: Once an ATO is detected, TikTok Shop will automatically freeze your account's withdrawal function to prevent unauthorised fund transfers. Withdrawals will only be restored after your account is successfully recovered.

What is Self-Service Account Recovery?

Self-Service Account Recovery is a guided process that allows sellers to regain control of accounts compromised by ATO scams. It exists to provide a faster resolution path than manual support tickets, and covers two scenarios: sellers who can still log in, and sellers who have been fully locked out.

Who Can Use Self-Service Account Recovery?

You can use this process if you are a TikTok Shop seller who:

• Has lost access to your account due to an ATO scam, or
• Has noticed unauthorised logins or suspicious activity on your account

How Does It Work?

The process splits into two paths based on whether you can currently log in:
Path A: You can still log inPath B: You cannot log inIn both cases, the withdrawal function remains frozen until account recovery is confirmed.

---

Path A: You can still log in

1. Reboot your phone and uninstall any unknown or suspicious apps
2. Reset your password via "Forgot the password?" in Seller Center and log in with the new password
   
3. Enable 2-Step Verification (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:
   1. My Account → Account Settings → User Management
5. Remove unknown linked TikTok accounts:
   1. My Account → Linked TikTok Accounts
6. Remove unknown bank accounts:
   1. My Account → Account Settings → Bank Accounts → Change Account
7. Update your 6-digit withdrawal password:
   1. My Account → Account Settings → Bank Accounts → Change Password

---

Path B: You cannot log in

Step 1 — Access Seller Service

Seller Center → Contact Us → Seller ServiceFill in the form:

• Region: Select your seller account's region
• Topic: Account > Seller Account
• Issue: Account has been compromised
  
  

Step 2 — Initiate Recovery

A pop-up will appear. Click "Recover my account".

Step 3 — Select "No" to the following question

Step 4 — Lock your account

1. Select your shop type (personal or corporate) and verify your shop information, then click "Verify and lock account". Prepare the following information depending on your shop type:

• Personal Shop: Shop name, region, business owner name, identity card number, email/phone number used to log in
• Corporate Shop: Shop name, region, company name, company registration number, email/phone number used to log in

If the information provided does not match our records, the option to "Skip without safeguarding your account" to proceed will appear. You may select this option — note that this reduces protection.

2. Submit your information for authenticity verification. You will receive a case confirmation email with a reference number.
   

Step 5 — Await recovery details and appeal if necessary

3. After submitting your information, you will receive a case confirmation email containing your case reference number from TIktok Shop. You may follow the instructions in the email to check on your case status. You will receive an email once your account is recovered (within 3 business days).
4. After receiving the recovery confirmation email, submit an appeal to restore your withdrawal function: Shop Health → Violation Records → Appeal

Include at least 3 supporting documents, such as:

• Bank account statement
• Identity document + selfie holding your identity card
• Business registration documents
• Any other relevant proof of ownership

⚠️ Appeal deadlines: First appeal must be submitted within 30 days of the first enforcement date. Second appeal must be submitted within 14 days of the first appeal result.

5. You will receive a Seller Center notification once the withdrawal function is restored (within 3 business days).

---

How to Best Use Self-Service Account Recovery

• Act immediately — the sooner you initiate the process, the sooner your account is recovered and withdrawal function can be restored
• Set up 2SV before any issue occurs — accounts with 2SV already enabled are harder to take over and faster to recover
• Use multiple 2SV methods — if one method is compromised, you retain an alternative
• Keep identity and business documents accessible — these are needed for the Path B appeal and delays in gathering them extend your recovery time
  Learn more about protecting your account from ATO

---

Frequently Asked Questions

Will my funds be safe while my account is frozen?

Yes. TikTok Shop freezes the withdrawal function specifically to prevent scammers from transferring funds. Your balance is protected until the account is recovered.

How long does recovery take?

Account recovery typically takes up to 3 business days after your case is submitted. Withdrawal function restoration also takes up to 3 business days after a successful appeal.

What documents do I need for the withdrawal restoration appeal?

At minimum 3 mandatory documents — a bank statement, identity document with selfie, and business registration document (for corporate seller). Additional supporting materials are accepted.

What if my first appeal is rejected?

You may submit a second appeal within 14 days of receiving the first appeal result.