Unable to access my account after being informed that someone has been using it

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Hello, I got a message from eBay saying they would hold my payments that I didn’t understand, after they had changed my password because someone had been using my account and when I go to sign in to my account, which I obviously can’t because I have to reset the password, it asks me to enter my phone number to verify my identity, but that phone number is my old number that I no longer have access to. When I try to contact you eventually I get the option “Request a callback” as “not available” so I’m stuck in an impossible loop, unable to access my account or ask you for help. What do I do???

I made this new account so I could post here...

Anonymous User

Posted 2 years ago · Edited 2 years ago·Last reply 2 years ago

1 comment

cinthia@ebay

2 years ago

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Hello @ne-3282

Thanks for contacting us. I’m sorry to hear that you’re having trouble signing in to your eBay account and that this has happened. I’d be happy to help you, however, I won’t be able to access your account or modify personal information from this chat channel without first verifying your identity. This won’t be possible, since from here, this isn’t possible.

Rest assured that I can guide you to the appropriate service so they can help you, and I’ll be here in case you run into an error following these steps.

To contact our Account experts, please follow these steps:

Go here
Go to the bottom of our page in the Need more help? section
Then click Contact eBay.
A new page will open and you can click on the sign-in page. Below the message: "Are you new to eBay or do you need help identifying yourself?"
Click => Continue

Enter your contact details.
Send us an email and we will reply within 24 hours to resolve this as soon as possible.

Let me know if for any reason you can’t follow these steps and I’ll be happy to keep helping you.

I hope this information is useful.

Best regards

Cinthia

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