I regularly purchase eBay gift cards and have used them during checkout without any issues, until two days ago.
I purchased a new $100 eBay gift card on Saturday and have been attempting to use it since Sunday, but have been repeatedly experiencing the issue detailed below. However, I have been able to use a another eBay gift card with a remaining balance since Sunday, which I have been using for approximately the past month.
1. I go to the eBay checkout...
2. I choose the option to use my PayPal account...
3. I login to my PayPal account...
4. I am now successfully logged in to my PayPal account...
5. I enter my valid and verified balance eBay gift card code and the total amount of my purchase is applied to the gift card balance...
6. I receive the error message "We can't process your payment. Please select a different payment method or check your payment details." and the PayPal payment option is now grayed out with the error message "Unfortunately, you can't pay with this option. Please select a different payment option.", even though I am still logged in to my PayPal account and it is technically only possible to use an eBay gift card with a PayPal account, so it is not possible to use the credit card option in this instance...
7. I nonetheless click on the "Confirm and pay" button and am directed to the following error screen...
brian.t@ebay
trinton@ebay
Gentlemen,
It has now been more than one (1) week since my issue arose, without any comment and/or resolution from anyone, whatsoever.
Furthermore, since Saturday the issue has been compounded, as follows...
1. I go to my cart and click on "Go to checkout"...
2. ...and receive the error message "Sorry, we can't complete your checkout at this time. Please try changing your item quantity or check your account status."...
3. I then arbitrarily add a new item to my cart and click on "Go to checkout"...
4. ...and now receive the message "To make your checkout easier, we've grouped these items for you to purchase first." and the original items in my cart are not displayed and I only have the option to complete the checkout with the new arbitrarily added item...
5. I then return to my cart with both my original items and the new arbitrarily added item and choose the option "Pay only this seller" for the original items and once again receive the error message "Sorry, we can't complete your checkout at this time. Please try changing your item quantity or check your account status."...
Thankfully, the seller I am attempting to pay has been more than patient, as I receive multiple eBay-generated messages reminding me to complete my payment, which through absolutely no fault of my own is not possible!
One simple thing that you might want to try is clearing your browser's cookies/cache, signing back in and trying again. Many times I find that this little thing fixes endless loops.
I hope this works for you...I would be going crazy if i were in your shoes. 
@hurryagain wrote:One simple thing that you might want to try is clearing your browser's cookies/cache, signing back in and trying again. Many times I find that this little thing fixes endless loops.
I hope this works for you...I would be going crazy if i were in your shoes.
I have already attempted everything in this regard from my side numerous times and everything has been absolutely ruled out...this is an eBay SNAFU and my mindset is more accurately described as livid at this time.
@timbart824 wrote:
brian.t@ebay
trinton@ebay
Gentlemen,
It has now been more than one (1) week since my issue arose, without any comment and/or resolution from anyone, whatsoever.
Furthermore, since Saturday the issue has been compounded, as follows...
1. I go to my cart and click on "Go to checkout"...
2. ...and receive the error message "Sorry, we can't complete your checkout at this time. Please try changing your item quantity or check your account status."...
3. I then arbitrarily add a new item to my cart and click on "Go to checkout"...
4. ...and now receive the message "To make your checkout easier, we've grouped these items for you to purchase first." and the original items in my cart are not displayed and I only have the option to complete the checkout with the new arbitrarily added item...
5. I then return to my cart with both my original items and the new arbitrarily added item and choose the option "Pay only this seller" for the original items and once again receive the error message "Sorry, we can't complete your checkout at this time. Please try changing your item quantity or check your account status."...
Thankfully, the seller I am attempting to pay has been more than patient, as I receive multiple eBay-generated messages reminding me to complete my payment, which through absolutely no fault of my own is not possible!
Hi @timbart824, I've done some research and found that there is a known issue where a small number of buyers are encountering this error message when attempting to check out. Unfortunately, I don't have a workaround. I've added your example to the developers report so it can be reviewed. Our developers are investigating this and will roll out a fix when they find the root cause. I apologize for the trouble this has caused you!
brian@ebay wrote:
@timbart824 wrote:brian.t@ebay
trinton@ebay
Gentlemen,
It has now been more than one (1) week since my issue arose, without any comment and/or resolution from anyone, whatsoever.
Furthermore, since Saturday the issue has been compounded, as follows...
1. I go to my cart and click on "Go to checkout"...
2. ...and receive the error message "Sorry, we can't complete your checkout at this time. Please try changing your item quantity or check your account status."...
3. I then arbitrarily add a new item to my cart and click on "Go to checkout"...
4. ...and now receive the message "To make your checkout easier, we've grouped these items for you to purchase first." and the original items in my cart are not displayed and I only have the option to complete the checkout with the new arbitrarily added item...
5. I then return to my cart with both my original items and the new arbitrarily added item and choose the option "Pay only this seller" for the original items and once again receive the error message "Sorry, we can't complete your checkout at this time. Please try changing your item quantity or check your account status."...
Thankfully, the seller I am attempting to pay has been more than patient, as I receive multiple eBay-generated messages reminding me to complete my payment, which through absolutely no fault of my own is not possible!
Hi @timbart824, I've done some research and found that there is a known issue where a small number of buyers are encountering this error message when attempting to check out. Unfortunately, I don't have a workaround. I've added your example to the developers report so it can be reviewed. Our developers are investigating this and will roll out a fix when they find the root cause. I apologize for the trouble this has caused you!
Thank you, brian@ebay ...I appreciate your efforts in this regard.
I have also researched this issue within the community and found numerous instances over the past several months, all of which appear to go unresolved.
Nonetheless, how I am I supposed to pay my seller in the meantime and avoid negative repercussions in this regard, e.g. unpaid item case/strike?
@timbart824 wrote:
@timbart824 wrote:
brian@ebay wrote:
@timbart824 if you click "Pay now" in your Purchase History, does it let you complete checkout?
No, brian@ebay , if I attempt to pay in this manner it reverts to the checkout issue described in my first post in this thread. Therefore, I attempted to pay directly from my cart, which resulted in the further issue described in my post from earlier today.
Furthermore, it will also not allow me to pay directly from the invoice received from the seller, so everything results in a vicious circle.
I still cannot pay, brian@ebay ...
I'm sorry to hear that, @timbart824. At this point I suggest that you contact Customer Support by phone or by sending us a message on our Facebook or Twitter pages. They can take a closer look at the account and situation than the Community Team is able to on these boards.
@timbart824 wrote:
brian@ebay wrote:
@timbart824 wrote:
@timbart824 wrote:
brian@ebay wrote:
@timbart824 if you click "Pay now" in your Purchase History, does it let you complete checkout?
No, brian@ebay , if I attempt to pay in this manner it reverts to the checkout issue described in my first post in this thread. Therefore, I attempted to pay directly from my cart, which resulted in the further issue described in my post from earlier today.
Furthermore, it will also not allow me to pay directly from the invoice received from the seller, so everything results in a vicious circle.
I still cannot pay, brian@ebay ...
I'm sorry to hear that, @timbart824. At this point I suggest that you contact Customer Support by phone or by sending us a message on our Facebook or Twitter pages. They can take a closer look at the account and situation than the Community Team is able to on these boards.
I am also sorry and very disappointed to hear your response, brian@ebay . You already confirmed to me this is a known issue and you added my example to the developers report and they are investigating this and will roll out a fix when they find the root cause. Also, I presumed you would be discussing this subject when you met with members of your tech team yesterday.
Furthermore, in reading numerous posts here in the Community it appears the eBay CSRs are incapable of resolving any issues, let alone one of more complexity as mine, and never call members back, when they say they will, so why in the world would I have any desire to call them and further beat my head against the wall? I purposely posted my issues here in the Community, so I could include screenshots to assist in illustrating my issues, and then tagged you when I received no responses from the "experts", so you would be able to put it in front of the responsible individuals for resolution, which you did.
In closing and in my brutally honest opinion, as always, calling a CSR is taking a giant step backward in this regard! How are they supposed to fully understand my issues, without the advantage of the visual representation of the screenshots? Is it not possible for you to forward my issues with the screenshots to them directly?
@timbart824, I apologize if I wasn't clear in my earlier post. The known issue I was referring to is the error message "Sorry, we can't complete your checkout at this time. Please try changing your item quantity or check your account status".
The other issue you brought up in this thread that is preventing you from making a payment with the gift card due to the error message "We can't process your payment. Please select a different payment method or check your payment details" is a separate issue. While I have reported this issue to the appropriate team (a link to this thread was included), I don't have any new information to share (when I do hear back from them and have more info, I'll be sure to update this thread).
I also want to clarify that the Community Team is not a Customer Service channel. While we do answer general questions, confirm if something is a known issue, and pass along feedback and possible site issues to the appropriate teams, we typically aren't able to dive into an account to troubleshoot specific account issues.
Our Social Media Customer Support agents are great! Since they assist members via messages, it's possible to include screenshots when working with them. I've reported this issue to our tech team already, but I did want to point out that our Social Media Customer Support teams are available 24/7 for issues that aren't resolved through the Community platform. Admittedly, there may not be much they can do for this issue, so waiting for a response from the tech team may actually be the best course of action. I just wanted to be sure you were aware of the Social Media route as another option for Customer Support for future issues that may come up 🙂
