What to Do if Your Taobao Account Gets Frozen? | Taobao Real-Name Authentication Guide

Hey, international buyers!

Recently, many overseas users have reported that their Taobao accounts were suddenly restricted or frozen without warning — even long-time users who had been shopping safely for years. So, what’s going on?

This post will explain why these restrictions happen, how to verify your Taobao and Alipay accounts correctly, and how to avoid future issues.

Why Taobao Accounts Get Restricted Recently

Over the past months, several Taobao users abroad (in Australia, the U.S., and Europe) have experienced random account restrictions. Affected users received messages asking for “Chinese ID verification,” even though they had already submitted passports or verified through Alipay.

According to discussions on Reddit and Chinese e-commerce communities, the issue is mainly linked to Taobao’s upgraded security system. The platform has introduced stricter identity checks to prevent fraud, but these algorithms sometimes flag legitimate overseas users as “unusual activity.”

Here are the most common triggers:

• Logging in from multiple devices or changing networks frequently (especially using VPNs).
• Accessing Taobao through different regions (e.g., switching between the Chinese and global versions).
• Using multiple accounts or browsers to compare prices or manage different purchases.
• Recent updates to Taobao’s anti-bot or risk control system that misidentify normal accounts.

Don’t worry—this issue can usually be resolved by completing the real-name verification process with your passport.

Benefits of Taobao/Alipay Real-Name Verification

The best way to prevent your account from being restricted is to complete both Taobao and Alipay real-name authentication.

• Enjoy smooth, restriction-free shopping on Taobao.
• Prevent unexpected account locks or freezes.
• Access 1688 and Xianyu (闲鱼) using the same verified account.
• Build trust and ensure faster customer support when issues occur.

What You Need to Prepare for Taobao &Alipay Real-Name Authentication

Before starting, make sure you have your valid passport ready. You’ll need it for both Alipay and Taobao verification. A clear photo of your passport (main page) is required.

Why does Taobao need my passport?

Real-name verification protects both you and the platform by confirming genuine user identities. It helps prevent unauthorized access, financial fraud, and misuse of international accounts.

How to Verify Your Taobao & Alipay Account

Taobao Real-Name Authentication

If you’re using Taobao outside of China, you can still complete verification with your passport by following these steps:

1. Open Taobao World Website (not Taobao Lite) and log in.
2. Complete the SMS and captcha verification.
3. Scan the on-screen QR code using your Taobao app.
4. Click "Use other authentication methods" → select "Passport authentication".
5. Upload your passport photo and confirm the auto-filled details.

Alipay Real-Name Authentication

Alipay verification is essential for payments on Taobao. Without it, you can’t use Alipay as your main payment method. Here’s how:

1. Go to Account & Security → Identity Information.
2. If your name is not marked as verified, search “实名认证” in Alipay.
3. Upload your passport and complete facial verification.

Where to Find Taobao Passport Verification

For those using the Chinese version of Taobao, here’s where to locate the passport verification section:

• Go to “我的淘宝 (My Taobao)” → “设置 (Settings)”
• Select “账号与安全 (Account & Security)” → “实名认证 (Real-Name Authentication)”
• Then choose “使用其他认证方式 (Use Other Verification Methods)” → “护照认证 (Passport Verification)”

Make sure your Taobao and Alipay verification details match exactly.

How to Link Alipay to Taobao

Even if you’ve completed Alipay verification, you must link your Alipay account to Taobao manually:

• Go to “我的淘宝 (My Taobao)” → “设置 (Settings)”
• Navigate to “支付设置 (Payment Settings)” → “绑定的支付宝账号 (Linked Alipay Account)” → “我的支付宝 (My Alipay)”

Real User Experience

Many Reddit users shared their experiences. Here’s a real example:

• A user in Australia got locked out and was asked for Chinese ID verification. After contacting support and submitting their passport, their account was restored within 48 hours.
• Another user was flagged for “unusual login behavior” after using VPNs and multiple devices. Once they verified with their passport, the issue was resolved.
• One common mistake: entering your name in the wrong order. Make sure to input your full name exactly as shown in your passport — e.g., FIRST MIDDLE LAST.

FAQ

Still having trouble shopping on Taobao from abroad? Check out our Beginner’s Guide to Taobao for step-by-step help!