I recognize that the topic I’m about to bring up has already been mentioned in other threads however, I don’t feel it has gotten the attention it deserves. So please bear with me while I elaborate on the subject…
I’ve been driving for Amazon Flex since 2021. Recently, my driver’s license expired, so I renewed it and completed Amazon Flex’s updated license verification process, including the facial recognition scan. Everything appeared to go smoothly, but more than 24 hours later, my account was still showing as “Temporarily Disabled,” while my verification status remained “In Progress.” At that point, I was unable to do anything further in the app to resolve the issue.
After the second day, I began contacting support for assistance. Unfortunately, my experience with chat support was incredibly frustrating. It felt like asking Alexa a straightforward question and receiving a completely unrelated answer.
After carefully explaining my situation, the first representative responded by telling me that my driver’s license had expired and pasted a scripted response explaining how to update my license and complete the verification process. This was particularly frustrating because I had just explained that I had already completed those steps and that my verification was stuck “in progress.”
The representative then told me that the process could take up to two days. When I pointed out that more than two days had already passed, I was told that my question had been answered, that nothing further could be done, and that the chat would be ended. The representative promptly disconnected the conversation.
This happened twice, so I decided to call support instead.
Thankfully, I eventually spoke with someone who acknowledged what was actually happening. I was told that Amazon was experiencing a known issue with its facial recognition software, resulting in a backlog of driver’s license verifications. The representative said my case would be escalated and that I should receive a resolution within two days.
That was four days ago. Nothing has changed.
I contacted chat support again and experienced the same cycle: another representative sent me instructions for updating my driver’s license, despite my explanation that I had already completed the process, and then ended the conversation shortly afterward.
I called support again today. This time, the representative once again acknowledged that the problem was on Amazon’s end but told me that my case could not be escalated until at least seven days had passed since I submitted my verification.
That directly contradicts what I was previously told about my case being escalated. Based on the latest information, I have serious doubts that the promised escalation ever happened.
I’m sharing this experience to make other drivers aware of the situation, particularly anyone currently onboarding with Amazon Flex or attempting to update an expired driver’s license. If your verification is stuck at “In Progress,” your account is temporarily disabled, and you have already completed all the required steps, you may be dealing with this same issue.
Based on what support has told me, I would recommend keeping track of when you submitted your verification and following up once seven days have passed. Unfortunately, contacting support before then may result in little more than repeated scripted responses and wasted time.
Meanwhile, I cannot pick up delivery blocks, which means I’m missing out on income opportunities through no fault of my own. And I’m clearly not the only driver experiencing this problem.
Amazon apparently knows there is an issue with its verification system, yet drivers are left waiting without a clear resolution or reliable communication. There seems to be very little urgency in addressing a problem that directly affects our ability to work.
This experience reinforces my growing concern that Amazon does not adequately value or consider the circumstances of its Flex drivers. Many of us depend on this work to help support ourselves and our families. We aren’t necessarily doing this just to fill spare time or earn a little extra spending money. For some of us, this income matters.
I understand that Amazon can attract plenty of new drivers. However, that doesn’t mean experienced drivers should be treated as disposable.
Drivers who have been doing this for years understand how to organize packages efficiently, manage delivery routes, meet block deadlines, and complete deliveries with minimal issues. That experience has value. Reliable, experienced drivers contribute to the overall efficiency of the operation, and they shouldn’t be taken for granted simply because there are always more people willing to sign up.
I’m also concerned about the fact that I’ve now contacted support multiple times and expressed my frustration. After reading other posts from drivers who say their accounts were deactivated with little explanation, I can’t help but wonder whether repeatedly raising legitimate concerns could somehow put my own account at risk.
I have no evidence that my account has been flagged, and I’m not claiming that it has. But the fact that I even have to worry about that while trying to resolve a verification problem that Amazon itself acknowledges is frustrating in its own right.
Drivers shouldn’t have to choose between speaking up when something goes wrong and worrying that doing so could jeopardize their ability to earn a living.
Hopefully, sharing this will save other drivers some time and frustration and bring more attention to an issue that needs to be resolved. We deserve accurate information, meaningful support, and a reasonable level of accountability when a system failure prevents us from working.
Whew… that’s all for now.
May your routes be smooth, your packages be organized, your support tickets actually get resolved, and your accounts stay active. Be safe out there, Flex drivers. 🚗📦
