CBD Account Shutdown - COA Escalation Needed

[ctorrel]

Hi Community Managers,

I am nearing the deadline of my account getting shut down.  Please see below, previously posted. I direct messaged the person who had responded to my previous thread but did not receive a reply. All of my COAs are complete as far as I can tell!

I am reaching out because I am stuck in a loop with my CBD Program account. My account is being shut down due to a COA (Certificate of Analysis) compliance issue, but I have verified that all my labs are legal, show < 0.3% Delta-9 THC, and are within the 18-month window.

I spoke with phone support on 1/29/26 and was promised a callback from a department that could help me, but I never received one. I have all my documentation ready to go but I need a human to tell me exactly what the automated system is rejecting so I can fix it.

Can a moderator please help me escalate to the CBD Compliance team for a manual review? I am fully committed to staying compliant and just need a path forward.

Thank you, Chandra 

[Summer2024]

Hi, @ctorrel !

I have escalated this to our CBD team to take a look and give me some guidance on how best to direct you here. I'll be back when I have a response. 

[Summer2024 · Accepted solution]

@ctorrel I come with great news! After escalating your case and providing the context you provided, your deactivation is cancelled and you are able to continue processing payments with us in the CBD program! Please let me know if you have further questions.