Cannot access my selling account any help appr.

[puppylove_1]

Hi, I have been on ebay for over 15 years. I started selling last year on my other id. I cannot access my account because the sign in page keeps telling me my password is not right but it is. I keep getting the verify i am human and it directs me back to the password sign in page. I know the password is correct. For the second day ebay CS tells me that after 2 times of trying to sign in your frozen out for 24 hours.

Ebay CS had me try to sign in 3 times today so i am locked out for another 24 hours. This is crazy as i have paid for promotional fees and all my listings. Now i suppose that will be money down the drain if i ever get in. The CS rep is telling me i may have to open a new account. This is not right i am a TR+ seller with 100%  and i cannot find anyone at ebay that can fix this.

I also for some reason cannot receive emails from ebay CS. I can receive emails from ebay messages from customers on ebay and everybody else just not ebay CS.. The rep know tells me he sent an email to the IT department.

The CS rep has told me my account has not been hacked that it is do to my password being wrong. I have been signing in everyday for way over a year. My password is correct but for some reason it is not being recognized. I would be grateful for any suggestions on how to fix this problem. 

[toomuchstuffagain35]

Do you get the option to reset your password?

[puppylove_1]

Yes but it rejects that option because it is not recognizing my password

[toomuchstuffagain35]

Well that's *&^% brilliant isn't it?

You need to make a new password but you can't because it won't recognise the old one.

I think at this point I'd be trying to contact Trust & Safety as you may have been hacked and they changed your password.

[richard1rst]

Did you EVER respond to an email you got in your PERSONAL email account that appeared to be from eBay. Many times they are not. Those are called phishing and if you respond you have just given the keys to the kingdom to a thief who immediately changed your password and took over your account.

[puppylove_1]

No ebay said my account has not been hacked. I would never respond to a phishing email i have been doing this awhile.

[puppylove_1]

Yes quite the feeling i have.

[toomuchstuffagain35]

Okay, so there's all this stuff ebay does, like ask you secret questions, and ask you to verify your email & phone etc etc (in case of issues), so why can't they use those to verify it's you and reset your password?

Their "solution" to just open another account is ludicrous.

[puppylove_1]

I could not agree more and that is not an option. I will stop as i have to much time and dollars invested in building up a nice ebay store. I have had 500 sales little more. Things were going good in the half year i have been selling. I just do not want to even entertain that option. I have answered all their questions email address phone number questions no help. This is a last resort although i am hoping the IT department will help.

[gb58]

If you have checked "keep me signed in on this devise" uncheck it. Then go to the page where you change your password. Change it and then try signing in again with the new password. make sure to keep the "keep me signed in on this devise" unchecked.

I had a similar issue back in November, and that fixed my problem. Not saying it will fix yours, but give it a shot and see if it works.

[eburtonlab · Accepted solution]

If you are unable to sign in to your account, try using a different browser or a different device to rule out a problem with either of those.

Make sure your keyboard does not have any flaky keys.

Go to ebay.com and attempt to sign in. If your password is not recognized, on the password page use the "Need help signing in?" link. If you use the "reset" option, you do not need to know your old password. You should be able to reset your password by responding to a message to your email or text number. Make sure the email address or text number is correct -- if not, that may be a sign of a hacked account.

If you are unable to reset your password, follow the same steps to get to the reset page, but instead of using the reset option, choose the "contact" link on that page to talk to someone at eBay. That contact link is specifically for users that are unable to sign in to an account and cannot reset the password via normal means.

[puppylove_1]

All of what you suggested was tried. Nothing worked. I changed browsers and tried the reset password. Ebay does not recognize my password so i cannot change my password. When i go the contact support they send an email to me, only ebays mail does not come thru my email. I get email from ebay customers thru ebay message no problem. I also receive emails from everybody else just not ebay CS. This is the most frustrating of all. Ebay CS email does not come to me but everyone elses i get.

Ebay has told me that my account has not been hacked or suspended

Thank you to all for your suggestions. I only hope i can recover my account.

It is mind boggling to think ebay cannot fix this problem. 

[eburtonlab]

Ebay does not recognize my password so i cannot change my password.

You do not need to know your old password to reset your password. Are you certain you are using the correct option, and interpreting the entry field correctly? When you use the reset option, you are prompted to choose a contact method if you have email and phone number verified, and then a code is sent to your chosen contact. You find the code, then enter the code into the eBay page and choose a new password. Then you are in your account.

[puppylove_1]

Everything you suggested i have already done but thank you for trying.

[eburtonlab]

So what happened when you reset your password and entered the new password?

Is it possible that your new password does not satisfy eBay's security requirement, and it is being rejected for that reason?