SOAP notifications stopped after username change; support ticket form also fails
Summary: erie_gold_and_silver reported an issue where their Trading API sale notifications stopped after a seller's username was changed, despite reauthorization restoring product updates. They detailed several checks they performed, confirming current token accuracy and proper application settings, yet notifications did not resume. eburtonlab suggested that the seller sign out and back into eBay to ensure changes fully propagate, though it was unclear if this would impact SOAP notifications. erie_gold_and_silver agreed to try this solution. Additionally, erie_gold_and_silver faced difficulties in creating a support case and requested assistance with it.
Our production Trading API sale notifications stopped around a seller username change.
eBay’s Authorization guide states that changing a seller’s login name revokes active OAuth refresh tokens:
https://www.developer.ebay.com/develop/guides/sell/authorization
We reauthorized the seller, which restored product updates. However, sale notifications have not resumed.
Checks completed:
- Current token identifies the correct seller.
- Application delivery URL and sale subscriptions are correct and enabled.
- Reapplying application and user notification settings returned Ack=Success.
- Checked Nginx logs show no subsequent notification deliveries.
- GetNotificationsUsage returned no records and all counters zero for a listing with a confirmed sale.
Did the username-triggered authorization revocation interrupt Platform Notifications, and did reauthorization fail to restore delivery?
I cannot open a support case because the form repeatedly returns:
“Failed to create CRM incident. Incident path not found.”
Could a Developer Support representative help create a case and investigate the seller/application notification association? I have timestamps, affected order/listing IDs, and diagnostic responses available to share privately.
eburtonlab
·1 month ago@erie_gold_and_silver
Has the seller explicitly signed out of eBay and then signed back in since changing the username?
That should allow the changes to fully propagate throughout the account.
erie_gold_and_silver
OPSep 15, 2026 at 3:15 PMWould that effect the SOAP notifications? I assume I can force a log out of all the active sessions so I will try that.
eburtonlab
·Sep 15, 2026 at 3:31 PMNo idea about SOAP specifically, but I do know that changing a username can affect lots of account features, and in the past at least, until the user had explicitly signed out and signed back in again many features stopped working correctly.
erie_gold_and_silver
OPSep 15, 2026 at 3:44 PMOk copy that ill definitely give it a shot