20 Year Member Unable to Verify Phone Number, Unable to Sell. Getting Nowhere with eBay Support.

[canyonheathmom]

I'm based in the US and have had an eBay account, as a buyer and seller, for 20 years. My account has an excellent reputation with a feedback score of almost 500. I've never had ANY disputes or problems, no funds ever held, nothing wrong. Basically a stellar account.

I've been a buyer in the last few years but haven't sold anything with eBay in several years, so I'm not part of the new Managed Payments system yet. I reviewed my account info and saw that eBay had an old address and phone number. I updated the information on my Account page. Then I created a new listing, and eBay wanted to verify my info. Okay, no problem.

When asked to verify my phone number (with a call or text), I got the error message: "Something went wrong. Check everything is right below." Well, everything IS correct!!! Country is US. It doesn't matter whether I ask for a call or a text, it gives the error. I tried changing the number from my cell to my analog landline. I tried changing the format of my input to include or exclude dashes or parenthesis. It didn't matter what I did, I still got the same error. These are legitimate regular phone numbers, not Google voice or anything weird or virtual.

I used several different browsers (Safari, Chrome, Firefox), clearing my browser cache, incognito mode, using the eBay app on my phone, even using a different computer. It didn't matter what I did, I got the same exact error no matter what phone number I tried to verify.

I reached out to eBay several time by phone and via Facebook message. I am getting nowhere. On FB, the eBay rep I messaged told me to call the Payments people. I called them and they told me to do all the things I have already done which don't work. The error is clearly on eBay's side. The reps keep telling me that they will escalate the problem to their tech team. And days go by. And weeks go by. And nothing happens. So I'm stuck. I can't sell anything because I can't get past the first step of verifying my phone number. And BTW, my phone number IS ALREADY SHOWING AS HAVING BEEN VERIFIED ON MY ACCOUNT PAGE, so this shouldn't be a problem!!!

Their only suggestion is for me to try creating a new account. Well, I don't want to do that. I have an excellent feedback score and longtime reputation, and I'll totally lose it if I create a new account. The reps told me that they could not transfer my feedback score to a newly created account. Who would buy from me (or sell to me) with a new account and a feedback score of zero????

I understand that eBay switched to Managed Payments a few years ago and have to re-verify everything. I don't have a problem with that. But I can't get past the "verify your phone number" part! I'm totally stuck at that step.

Has anyone else been experiencing this stupid run-around? I'm about ready to give up and just sell my stuff someplace else. Obviously eBay doesn't care about its longtime members. Good thing I'm not relying on eBay for my livelihood!

[canyonheathmom]

Today I finally started the process early enough to get transferred on the phone to the Seller dept. The rep I spoke to had a hard time with my account, as well. There was no credit card on file specifically to cover selling costs. Yes, I have a valid credit card on file (as well as PayPal), but it didn't give me the option to use it for seller's costs. The rep said that I should see a button or option to earmark the credit card for that; however, that button didn't appear. She even had me add an additional credit card to see if the button would appear, but it didn't. She didn't know why this was happening. 

I additionally told her about the problem I've been having with verifying my phone number. I walked her through it.  She was stumped by that, as well.

She escalated both problems with my account to their tech team. She said that when the issue is resolved I should get an email welcoming me to eBay Managed Payments. 

We'll see how long this takes. Hopefully they can fix the problems with my account.

[velvet@ebay]

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@canyonheathmom wrote:

Today I finally started the process early enough to get transferred on the phone to the Seller dept. The rep I spoke to had a hard time with my account, as well. There was no credit card on file specifically to cover selling costs. Yes, I have a valid credit card on file (as well as PayPal), but it didn't give me the option to use it for seller's costs. The rep said that I should see a button or option to earmark the credit card for that; however, that button didn't appear. She even had me add an additional credit card to see if the button would appear, but it didn't. She didn't know why this was happening. 

I additionally told her about the problem I've been having with verifying my phone number. I walked her through it.  She was stumped by that, as well.

She escalated both problems with my account to their tech team. She said that when the issue is resolved I should get an email welcoming me to eBay Managed Payments. 

We'll see how long this takes. Hopefully they can fix the problems with my account.

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I just checked on the ticket I filed since I haven't heard back, and I've let them know that you're still running into issues @canyonheathmom. It sounds like the teammate you were working with is also filing something. Hopefully between the two of us we can get this resolved for you.

As a side note, I just happened to check back in on this thread since I wanted to follow-up to let you know I'm still working on things and happened to see your new messages. If you need to speak to someone specifically or make sure they see your post, be sure you tag them like I've just tagged you. Just type the @ symbol and then the username and a popup with options to select should appear. That then notifies the person so they will be sure to see your post. 😊

[velvet@ebay]

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@canyonheathmom wrote:

Today I finally started the process early enough to get transferred on the phone to the Seller dept. The rep I spoke to had a hard time with my account, as well. There was no credit card on file specifically to cover selling costs. Yes, I have a valid credit card on file (as well as PayPal), but it didn't give me the option to use it for seller's costs. The rep said that I should see a button or option to earmark the credit card for that; however, that button didn't appear. She even had me add an additional credit card to see if the button would appear, but it didn't. She didn't know why this was happening. 

I additionally told her about the problem I've been having with verifying my phone number. I walked her through it.  She was stumped by that, as well.

She escalated both problems with my account to their tech team. She said that when the issue is resolved I should get an email welcoming me to eBay Managed Payments. 

We'll see how long this takes. Hopefully they can fix the problems with my account.

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Hello @canyonheathmom! The tech team has come back saying they've done something with your account so you should be able to pass verification after waiting for 24 hours. It sounds like the repeated attempts in a short amount of time, may not have helped the situation. So please be sure to wait 24 hours and then try again. 

I'm still trying to find why you haven't been invited to enroll in the payments process yet, as most members have. I'll follow-up once more when I have news to share on that front. In the meantime, if you're able to pass the phone verification and ensure all account info is current/correct, try listing an item for sale and hopefully it will go through. You should be able to list even though you aren't enrolled in the payments program yet. 

[velvet@ebay]

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@canyonheathmom wrote:

Today I finally started the process early enough to get transferred on the phone to the Seller dept. The rep I spoke to had a hard time with my account, as well. There was no credit card on file specifically to cover selling costs. Yes, I have a valid credit card on file (as well as PayPal), but it didn't give me the option to use it for seller's costs. The rep said that I should see a button or option to earmark the credit card for that; however, that button didn't appear. She even had me add an additional credit card to see if the button would appear, but it didn't. She didn't know why this was happening. 

I additionally told her about the problem I've been having with verifying my phone number. I walked her through it.  She was stumped by that, as well.

She escalated both problems with my account to their tech team. She said that when the issue is resolved I should get an email welcoming me to eBay Managed Payments. 

We'll see how long this takes. Hopefully they can fix the problems with my account.

---

Hi again @canyonheathmom! They've come back once more to say they've located an issue that a few others like you are experiencing so they've added you to that ticket. You can still wait the 24 hours and try again, but if you're still getting that error (which is likely), then know you're a part of this other ticket. If you happen to get through though, please follow-up and let me know by tagging me here. Thanks! 

[canyonheathmom]

Nope. As of today, the exact same problems remain and I can't verify my phone number or sell anything.

[canyonheathmom]

velvet@ebay  @popblox ,

Nope. As of today, the exact same problems remain and I can't verify my phone number or sell anything. I'm still totally blocked from doing anything.

[craigstevensstudio]

i am in the same boat.  (been on ebay over 14 years and a power seller with 100 feedback)  bought and sold well over half million dollars on ebay.    went to list, phone verification failed.  (4 days on customer service calls and here i sit)  still not closer to getting up and running. all i can say is GREAT JOB EBAY.....

[craigstevensstudio]

opps, forgot.....my phone number is the same one that has been on file for over 10 years! 

[femmefan1946]

@canyonheathmom 

The rep I spoke to had a hard time with my account, as well. There was no credit card on file specifically to cover selling costs. Yes, I have a valid credit card on file (as well as PayPal), but it didn't give me the option to use it for seller's costs. T

Umm-- is this a US thing?

Because when I opened my Managed Payments accounts here in Canada (four selling accounts and three different banks) I was asked for the contact information for my banks* but nothing about any credit cards.

And of course, while PP can be used for buying, it cannot be used to accept transfers from Managed Payments.

The reason for the checking accounts is so that eBay can withdraw as well as deposit to the account, as I understand it.

And of course as another poster says, stricter security measures to plug the holes in the previous system which was too easily hijacked.

* Which had to be checking accounts and had to be Canadian- I wanted one ID connected to my US bank but that is no longer possible for non-resident sellers.

[craigstevensstudio]

i have same problem, and did chat with ebay reps 4 days in a row. still sitting here because they could not seem to fix it.

[craigstevensstudio]

same here....here we sit.....

[dottie1986]

Not to sound bitter (I am, of course), but I've been waiting 3+ months for the Tech Team (a real joke) to get back to me about solving a BIG problem.  Your phone call is almost word for word for the messages I received.  They want you to go away.  Do yourself a favor & LET IT GO!  eBay doesn't solve problems, they only create them.  They even delete all of my messages on this forum.  I feel for you, but the sooner you realize that eBay is not going to fix your problem the better off you will be.  You will be much calmer.  You have to also realize that the Agents you are talking to are entry-level people.  They are simply reading from a script & they all have the same script.  They can't solve your problem.  Have you talked to a Supervisor or a Supervisor's Supervisor?  I don't mean to sound like a downer, but I'm just giving my experience.  I hope I'm wrong.  Best of luck.

[canyonheathmom]

I never got to the part where they ask for bank account info. The rep was trying to see if the credit card could be used to cover the selling costs. 

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[canyonheathmom]

Is there another place to sell used or collectible stuff online that is like eBay? I know of Poshmark and Etsy, but the stuff I want to sell wouldn't really fit those websites.  I agree that giving up might be the best solution.  Ebay doesn't seem to be interested in solving these problems. I truly don't understand why they needed to disengage with PayPal. Obviously they broke something and aren't interested in fixing it.

I wonder if the media would be interested in this story? How many long-time members can't sell  because something is broken in eBay's code? Enquiring minds want to know! Maybe I should see if a reporter I know at the Wall Street Journal (or another one I know at the NY Times) is interested in investigating? 

[downunder-61]

Sorry you are having this issue, I have no idea how to assist you but there are other platforms very well known over in the US, not sure how much better or worse they will do, but you can at least sell there, which you can't here.

Have you reached out to eBay on facebook ? the managed payments team ? Sorry if this has all been suggested, but nothing else I can think of to help.

https://www.facebook.com/eBayForBusiness  Send a private message.  Include your user ID, email address, phone number, and a brief message. 

Click on this link, then scroll down to the bottom of the page to find your options for contact the Managed Payments team:

https://www.ebay.com/help/help/selling/getting-paid/introducing-managed-payments-ebay?id=4795

tyler@ebay

velvet@ebay

travis@ebay

jasmen@ebay

Any one @ eBay ?????