Self-service Account Recovery

04/03/2025

Account Management

Seller on TikTok Shop by Tokopedia who lost access to their accounts or noticed unauthorised logins due to Account Takeover (ATO) Scam can go through the self-service account recovery process outlined below to recover their accounts.

Before you begin

Do note that in the event your account has been taken over, TikTok Shop by Tokopedia will freeze the withdrawal function of your account to protect you from unauthorised withdrawals by scammers. This withdrawal function will only be restored when the account is successfully recovered.

Recovering your account

Follow the steps below to recover your account:

Go to Seller Center and click on "Contact Us" to go to Seller Service.

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On the Seller Service page, fill up the form with your region, account type, and issue.
- Region - Select your seller account's region from the dropdown list
- Topic - Select Account > Seller Account
- Issue - Select Account has been compromised

A pop-up window will appear after selecting "Account has been compromised". Click on "Recover my account".

Let us know whether you still have access to your account.
- Select "Yes" if you have account access (able to log into your account).
  - Move on to the next steps covered in Step 4.1 "Sellers with account access".
- Select "No" if you do not have account access (unable to log into your account).
  - Move on to the next steps covered in Step 4.2 "Sellers without account access".

4.1 Sellers with account access

4.2 Sellers without account access

Follow the steps below if you are able to log into your account.

Reboot your phone and uninstall any unknown/suspicious app(s).
Go to Seller Center and reset your password by clicking on the "Forgot the password?" option.
- Log in with your new password.

Enable 2-Step Verification (2SV) for your account.
- Go to My Account > Seller Profile > Account Information > Account Security and enable 2-Step Verification (2SV), preferably using Google Authenticator as the verification method.
- We highly recommend setting up more than one method for 2SV.

Remove all unknown device(s)/sub-account(s) from your shop, and update your withdrawal password.
- Go to My Account > Account Settings > User Management to delete all unknown/suspicious users.
- Go to My Account > Linked TikTok Accounts to delete all unknown/suspicious linked account(s).
- Go to My Account > Account Settings > Bank Accounts to remove all unknown/suspicious bank accounts by clicking on "Change Account".
- Go to My Account > Account Settings > Bank Accounts to change your 6-digit withdrawal password by clicking on "Change password".
Submit an appeal through Shop Health to restore the withdrawal function. Note that the withdrawal function will only be restored when the account is successfully recovered.
- Go to Shop Health > Violation Records > Appeal to submit an appeal proving your account ownership.
- You should provide at least 3 supporting documents in your appeal, such as:
  - Identity documents
  - Business registration documents
  - Selfie with identity card
  - Any other proof that might be useful/relevant
- Do note that the first appeal has to be submitted within 30 days of the first enforcement date, and the second appeal has to be submitted within 14 days from the first appeal result date.
You will receive a notification from Seller Center once the withdrawal function has been restored (within 72 hours).

If you are unable to log into your account, follow the steps below.

Choose your shop type (personal or corporate) and verify your shop information. Click on "Verify and lock account" once you have provided the information required. The information required are as follows:
- Personal shop: Shop name, region, business owner name, identity card number
- Corporate shop: Shop name, region, company name, company registration number

After you have verified and locked your account, TikTok Shop by Tokopedia will freeze the withdrawal function of your account to protect you from unauthorised withdrawals by scammers, and you can move on to the next step.
If you are unable to provide the information required, or if there are discrepancies, you may still opt to proceed by selecting "Skip without safeguarding your account" to move on to the next step.

You will be asked to provide your information in the next step for both authenticity verification and account recovery purposes.

After submitting your information, please wait for an update from TikTok Shop by Tokopedia. You will receive an email once your account is recovered (within 3 business days).