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Account Temporarily Restricted – KBA Verification Questions Do Not Match My Identity
My eBay account has been temporarily restricted since September 12 due to a security concern. I followed eBay’s instructions, changed my password, enabled two-step verification, and I currently have an authenticator enabled on my account.
However, my account remains restricted because eBay is requiring me to complete KBA identity verification. The problem is that the verification questions contain information that is not related to me. I have been asked about addresses I have never lived at, a university I did not attend, and even a person named Manuel Hernandez whom I do not know.
I have contacted eBay support multiple times. I was told that the only options are to successfully answer these KBA questions or have access to an old phone number previously registered on the account. I no longer have access to that old number.
I am willing to verify my identity through my current phone number, email, authenticator, government-issued ID, selfie/video verification, SSN verification, or any other legitimate method eBay can provide.
I also currently have funds available in my eBay account, but because of the restriction I cannot complete the process needed to receive my payouts.
I am not asking to bypass eBay security. I am asking for my case to be reviewed because the KBA information being used to verify me appears to be incorrect and makes it impossible for me to pass the verification honestly.
Is there a way to have this escalated to Account Security, Identity Verification, a supervisor, or another department that can manually review my identity and provide an alternative verification method?
Any guidance from an eBay mentor or staff member on the appropriate escalation process would be greatly appreciated.
