Cannot regain access to my ebay account. ebay support refuse to help

[feelthepowah1]

I have 2 accounts that ebay has locked me out of. I get the message:

"For your security, we've temporarily locked your account. Please reset your password to sign in to your account."

I don't know why they decided to do this. I am using the same computer I always use and my account have not been hacked or compromised at all. I didn't ask for it or want it. It just happened for the first time ever this morning.

Both accounts are important for my ebay business. 

The secondary less important account i was able to get back into immediately. I have access to the email it's attached to.

The main account that does the bulk of my selling I cannot regain access back into.

The main account is attached to an old phone number that has since been disconnected, and a gmail that I also can't regain access to because it is also connected to that same phone number.

I contacted support thinking it's inconvenient but I'll hopefully be able to regain access and change the registered contact number. 

ebay basically told me that there is absolutely nothing they can do. They offer no solutions apart from try contact my gmail's email support to get access to the email. Unfortunately it's a gmail account, there is no support and it's completely automated. Without my old phone number I cannot get back email access it's simply not possible. I told them this.

They still seem actually unable to do anything about it. It's not a security issue because they know it's me I can easily verify myself but they have set up their change password system to where if you don't have access to either of those methods you will not be able to get back in and they can't help you get back in. Even if they know it's you.

On this main account I have over $10k listed. I asked them to freeze the account, they can't. So basically what's going to happen is people are going to keep buying from the account and simply just get nothing. I won't be able to see what sells or where it's supposed to go. ebay will take their money and send it to me and I can't fulfill any orders. Eventually they will send messages that can't be responded to and eventually I'm sure they will get their money back and likely leave bad feedback.

I told ebay this. They told me it's my responsibility to have the correct phone and email. I agree. It's my fault, I completely messed up. But that doesn't change the fact that it's so messed up that this can be allowed to even happen. This is a massive oversight in their system and it needs to be fixed. The fact someone who can verify themselves by phone to support can't regain access to the account is horrible.

1000's of dollars of products will sell in the coming weeks and months and I can't do a thing about it. Can't refund anyone, can't post anything, can't see anything. ebay will not help me in anyway apart from reminding me it's my responsibility. When I accept responsibility they give me "I know this is frustrating" kind of support talk. Where they are not really trying to help just trying to get you to go away.

Does anyone have any suggestions on what could possible be done? There must be someone higher up than the off shore support that literally does not have the tools to fix this issue because people are going to be massively inconvenienced and I am going to lose my business. I've been on ebay 10 years. Perfect feedback.

Daniel1274 is the account that is locked. 

If anyone can help or knows about what could possibly be done to fix this or contact someone who can fix this it would mean the world to me for any help.

Kind regards,
Daniel

[papermoon.lady]

Did you use a VPN or incognito browser? I was once locked out for using an incognito browser, but as my email address works, I was able to change the password as requested and regain access to my account immediately.

Have you asked to talk to a supervisor? Maybe you can identify yourself in some other way and then if they let you log in you can change your details (email address and/or phone number).

[countessalmirena]

OP, why can you not sign into the gmail account which you used to set up your main eBay account?

Have you forgotten the password for that?

It is troubling if you’re in that situation because it’s exactly the sort of scenario which would raise suspicions of unauthorized access.

Don't you have a password recovery email address set up?

What about security questions?

Check this page for the various ways to reset your password on the gmail account:

https://support.google.com/accounts/answer/183723?hl=en&co=GENIE.Platform%3DDesktop&oco=0

You cannot blame eBay staff for not magically enabling access to your account. They’d be at fault if they did enable access under the current circumstance when you can’t prove your identity via phone or email.

I would really move heaven and earth to access that gmail account. 

[papermoon.lady]

Once you lose access to a Gmail account, it is very difficult to regain access (actually impossible) without a recovery phone number or email address. I have been locked out of a couple of accounts too - Gmail said "we don't recognize your device", even if it was the same laptop... I had not logged in for quite a while, but the message "we don't recognize your device" did not seem justified because it was the same laptop, same IP, same everything.

[earthdreamer]

Hi Daniel,

There are currently 49 items listed under your account.

Barring any further help from ebay, may I suggest you take a copy of all those listings, titles, descriptions, prices, etc, because if you are unable to ship any of the possible  purchases, your account may be suspended in due course, and then you will lose the ability to at least view your listings.

You may then go about relisting those items under one of your other active accounts. 

You may be able to check if any of your listings have sold in the last little while by searching under completed listings for your items. 

By the way, I really empathize with your situation, as it is the kind of dumb thing I have done myself elsewhere, mainly because I have an unhelpful aversion to updating anything. 

[feelthepowah1]

The gmail is not accessible because it was also tied to the old phone number that my ebay was tied to. So I basically found out I was locked out of both at the same time and no longer have access to that phone number. So it's actually impossible to regain access to the gmail. There's no customer support for gmail it's all automated and if you don't have the phone number attached to the account then you can't get back in. There's no amount of effort I can put in to get that gmail access back.

I asked to talk to a supervisor and they basically told me they actually are unable to do anything at all. They can't allow me access back in, even though I can prove who I am over the phone by talking to them or supplying any identification needed. They can't or won't allow me access. 

They also told me they will not freeze the account. So they will allow people to buy the listings they know I can't post to them. I contacted them twice and spoke to a supervisor once. 

I will try again to contact them today and talk to a supervisor today again but I get the feeling when talking to them that they are actually powerless to do anything. That this is just how the ebay system works.

I am also not trying to blame them at this point I obviously accept it was my fault. I don't accept that there should be no possible fix. For ebay to even allow this to be a possibility is wrong and needs to be fixed. This hurts everyone there's nothing good that comes from this being a possibility to happen to sellers.

[feelthepowah1]

I finally spoke to someone who was able to put in a special request.

I spoke to 3 people yesterday who all told me that was impossible. But finally I sincerely hope there can be something done. But he said it will take a week.

He also told me the listings can't be taken down and my selling can't be put on hold. So stuff will continue to sell while I wait and I can't do anything about it.

[countessalmirena]

I hope you do regain access; perhaps direct buyers here to demonstrate what’s occurred.

And once you have access, make sure the housekeeping (ways to access if something goes amiss, saving passwords securely, etc) is done. I’m always aware of Murphy lurking about, just waiting to lay down the law…

[feelthepowah1 · Accepted solution]

Just to let anyone else who might have this same problem know if they are reading this thread.

It is possible to eventually get your account back if you lose access to both recovery methods. 

It took 6 days and 4 calls to ebay. I spoke with 4 regular agents and 1 supervisor. The first 2 agents and a supervisor told me it is completely impossible to ever get my account back.

But after recently speaking to one very helpful customer service agent they contacted the appropriate department and were able to change the phone number on my account so I could verify myself and then get back into my account. Very grateful to that person.

You have to keep contacting them and eventually hope you get a hold of the right agent who knows how to help you.

[countessalmirena]

@feelthepowah1, I'm glad that you were able to regain control of your account. I'd be willing to bet that you gave a huge sigh of relief. Clearly CS was able to get you through to a rep higher up in account security, and you were able to be verified as the account holder.

All's well that ends well.