If your Amazon delivery account stops working, start with the program you drive for. Flex drivers, Relay drivers and DSP drivers use different support routes. Sending an appeal to the wrong place can leave you waiting without an answer.
Check the app name, the email about the problem and the company that gives you work. Then use the section below that matches your situation.
Amazon Flex: you book your own delivery blocks
If you accept blocks through your personal Flex account, start with the email or app message from Flex. Read the reason given and follow any instructions for asking Amazon to review it.
Look for a clear statement that you can no longer deliver. An issue added to your standing, which is your performance rating, may call for a different response. If no blocks are showing, check for a message before assuming your account has been closed.
Amazon describes Flex drivers as independent contractors in its delivery network overview. The Flex appeal guide explains what to do after a deactivation notice. There are also separate guides for missed blocks and delivery problems.
Amazon Relay driver: speak to your carrier
If you haul loads for a company through Relay, contact the person who manages its Relay account. Send them the exact message you see. Ask them to check your driver profile and tell you whether the problem affects you or the whole company.
Amazon’s driver requirements explain that drivers join Relay through a carrier invitation. The carrier can help with information you may not see in the driver app. If your message tells the carrier to open a support case, send them that instruction too.
For a failed selfie or an offboarding message, use the Relay driver guide. It explains what to check with the carrier before asking for a review.
Amazon Relay carrier: check the company notice
If you own or manage the transport business, open the notice sent to the company. Check which part of the account is restricted and the reason given. One driver being unable to haul does not, on its own, tell you whether the whole company has been suspended.
The Relay carrier guide covers insurance, company documents and performance problems. Amazon’s US Relay FAQs set out the carrier requirements and support options.
DSP driver: ask the company that hired you
If a Delivery Service Partner hired you, start with your manager or the DSP owner. Ask what “offboarded” means in your case: has your job ended, have your routes stopped, or has Amazon restricted you from making deliveries?
Amazon’s DSP overview describes delivery companies that employ their own drivers. Ask your employer for the written reason and any Amazon message behind it. The DSP driver guide gives you a short list of questions to use.
Have these details ready
- The program and country you work in.
- The exact email or app message, with its date.
- The name of your carrier or DSP, if you work through one.
- Any earlier appeal and the reply you received.
The document checklist will help you put those details together. If you also have missing pay, list the payment and the work it relates to separately so it can be followed up.
This guide uses US program information. If you work elsewhere, follow the instructions for your country and account.