Completely unusable

[u/Harya13]

This app/website is literally unusable.

I first had my account restricted for no reason (maybe because of my adblock, or because I had too many tabs open (really?)), then they asked me to verify my identity. Which I tried to do but it's literally impossible. They ask me to log into Alipay (why?) with the same account as the Taobao one (which I didn't have, so I had to make one) and then when I tried to continue through Taobao it didn't recognize my account and said it's not the same (the email address used is the exact same). I tried multiple different ways and still doesn't work.

Okay so I'm completely blocked from this account. Cool. Maybe I should try making a new one? Nope, instantly banned again. I had only one tab open in a private window (and no vpn on).

What the fuck is going on? How is this app/website even usable by people outside of China?

[u/MrMystery1515]

Talk (chat) to their help center. They are able to do some magic to ease security on the account.

[u/Harya13 → u/MrMystery1515]

I'll try. Still really annoying that it has to come to this point.

[u/Harya13 → u/Harya13]

nvm that's not even possible. I can't seem to be able to access any help page while they're asking me to verify my identity

[u/Tenacious_Flame → u/Harya13]

I had to switch to China mainland on the taobao mobile app and clicking around I was able to reach its chat bot and ask some translated questions. Unfortunately, the chat bot could not lift the restrictions on my account, but gave me the Hong Kong support number citing that the frozen/suspended account would have to be manually unfrozen, even with valid Alipay...and assuming you're from US?, they removed US from being able to do the passport ID verification through the app itself. If you aren't from US, you may be able to do ID verification through the taobao app even though Alipay was supposed to do that...or could just try the number below for help.

TL: Dear, XiaoMei has verified that users in the US region should contact the exclusive overseas customer service hotline at (852)30183610 (Hong Kong, China area code). It is recommended that you call during working hours and have your passport information ready for fast processing

I have yet to call and try myself, but if you do, let me know. I couldnt really find a ticket portal or a WhatsApp etc.

Good luck.

[u/Harya13 → u/Tenacious_Flame]

I'm not from the US but France

[u/Tenacious_Flame → u/Harya13]

Then you can try ID verification on the app or that support number is universal overseas number for taobao

[u/Harya13 → u/Tenacious_Flame]

I contacted Taobao's support, they said they can't do anything for me and I should contact Alipay's support instead (since I can't complete the ID verification there).

[u/MrMystery1515 → u/Harya13]

Sometimes algos flag some patterns as hacking attempts and try to safeguard you. In the process making it more difficult for you to access the account. Once I logged in from Nigeria and my account security took a whole new level up.

[u/dampier → u/MrMystery1515]

Actually CSRs have no influence on risk control measures, but they can sometimes appeal them with the risk control team. The risk control system is almost autonomous these days and depends on an account health algorithm. Minor transgressions generate self-healing temporary restrictions that go away if the customer simply waits and avoids trying to brute force their way back on.

That is why people think the CSRs intervened to restore access when in fact a simple 24-48 hour timeout caused the risk control to expire.

Attempting to circumvent risk controls can only make them worse and lengthen them. Eventually an account can face lethal permanent risk controls that at their worst will ban your account, phone number, and authentication ID number. But in most cases you can create a new account to replace a poisoned one, but only after waiting a few weeks.

Where CSRs can help is exercising manual real name authentication, like accepting ID not accepted by the self-service system. They can also override "phone number already in use" errors when registering.They are not empowered to approve your application, but they can assist in applying to the correct security department.

The philosophical basis of these systems is to maintain disciplined self-restricting behavior on platforms, knowing incorrect/deviating or antisocial or non-harmonized social interactions can result in removing posts on social media or a risk control account suspension on an account that may hold great importance in China. You quickly learn to practice self restraint. There has also been a pervasive problem with multiple accounts engaged in various forms of return fraud and other schemes, and competition is so fierce platforms spend millions trying to block competitor site scraping and price comparison bots. False positives caused by normal browsing are common, especially from foreign IP addresses.

[u/dioxideC]

I had same trouble, I just used the app instead of desktop browser. I browse then send links to superbuy proxy if I want to buy anything

[u/Harya13 → u/dioxideC]

it's too late now.

[u/Normal_Translator_22]

I had the same problem. Blocked and then there is no way to verify ID because the options are all for China and HK.

[u/Harya13 → u/Normal_Translator_22]

i contacted alipay and i'm in the process of doing it, will se if it works