Call Support convenience issue

[anki-7284]

I encountered an issue with my eBay account due to an outdated phone number, which I believe was previously assigned through TextNow. Since TextNow recycles inactive numbers, my former number is now in use by someone else. As a result, when I attempted to receive a verification code—waiting the required 60 seconds twice—I received nothing.

To resolve this, I contacted eBay, as it seemed to be the only viable option. However, their automated system only prompted me to enter an item number or my phone number, suggesting that they may not have anticipated situations like mine or that these measures are in place for security reasons. While I don’t have insight into eBay’s internal policies, I find it unnecessarily difficult to update the phone number on my account

I think Ebay needs to Update their policy on how they provide support in correlation with scenario's like mine

[eburtonlab]

@anki-7284 

Are you able to update your phone number via the eBay app?

If you are unable to update your phone number in your account or get a call back, try contacting eBay via social media direct message:

https://x.com/askebay

https://www.facebook.com/ebay

https://www.instagram.com/ebayforsellers/

[lacemaker3]

eBay does use your phone number as a verification, and users are expected to keep their contact info up to date.

You can update your phone number here:

https://accountsettings.ebay.com/profile

[anki-7284]

I am concerned about how eBay has handled my situation, particularly given the number of views my feedback has received without any responses. This lack of follow-up makes me feel that my account may be at risk, and I may be forced to abandon it due to inadequate support and limitations within eBay's infrastructure and policies.

I attempted to reach customer support, but the automated service only asked for an item number or phone number, which I found inconvenient, especially considering that the number I previously used with TextNow is no longer in service. I was trying to update my phone number, but was unable to receive the necessary verification code. This process needs to be more user-friendly, especially in cases like mine where the old number is no longer accessible.

I sincerely hope that everything I have communicated with the automated system, along with the feedback I submitted through the website, is documented and reviewed by an eBay representative. I trust that your team of online professionals will take this matter seriously and address it appropriately

[anki-7284]

That's how I tried changing the # hence when I attempted to receive a verification code. & when I go to put my # in & everything, nothing happens so I just clicked cancel & pretty much hopefully this issue will be known & fixed

[anki-7284]

I didn't realize that was an option. It's similar to how Spotify handles support—just text-based assistance through social media channels, although if it's automated then it might be an issue. But I give it a try, thanks

[kensgiftshop]

It's the members job to make sure all their account information is up to date.

[anki-7284]

Yes, but not all applications operate this way. I would assume it has to do with the inherent bias in eBay's infrastructure, designed to prioritize security and other operational safeguards

[mudshark61369]

@anki-7284,

The first two replies gave you ways to change your contact number and ways to contact ebay.   I do not use ebay's app, but if you login to the site the classic way with your username and password, you should be able to change the phone number, but you may be prompted to login again to make the change. However, doing that brings you back to the account page allowing you to edit the number you have registered.  I would try doing that first before contacting ebay.

Contacting ebay through social media connects you to actual ebay employees, not a hired 3rd party call/chat center rep, which you get using the Contact Us button.