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My account was hacked, but I can’t get a resolution — need help from the eBay team.
My eBay account appears to have been compromised on 25/11/2025, and the activity is clearly not mine. Here is the exact timeline of emails I received from eBay:
14:10 – Email saying a passkey was set up on my account. I did not do this and was not logged in that day.
14:11 – Email saying there was a login from a new device in the US. I am in the UK and did not access my account.
14:16 – Email saying “Welcome to Selling on eBay”. I have never sold anything on eBay.
14:33 – Email saying a jade ring had been listed for sale on my account. This listing was not created by me.
14:39 – Email saying my account had been suspended to protect the community.
I immediately attempted to log in to reset my password but was unable to access the account.
For context, the last legitimate time I logged into my account was 16/03/2025 at 19:46, when I purchased a Harry Potter lamp. I have no selling history at all.
What has happened since:
I contacted eBay Customer Service by email and received what looked like an automated message stating that my account had been permanently suspended.
I then phoned eBay support today. The representative told me she could only see internal notes showing a suspension due to an MC999 violation, but she could not see any of the emails I received regarding:
the US login
the new passkey
the seller activation
or the jade ring listing
This means my emails and her internal system were showing completely different information.
When I asked to send screenshots or escalate the issue to someone who could handle security concerns, I was told there was no email address available. When I asked for a manager, the request was refused. The call ended abruptly with, “it's goodbye forever,” which left me shocked and disappointed.
I urgently need help from an eBay staff member.
This is clearly a case of account takeover followed by an incorrect permanent suspension, and I have all the email evidence showing the unauthorised activity.
Can someone please escalate this to the Trust & Safety / Account Security team?
I am unable to access my account, secure it, or appeal through normal channels.
Thank you in advance for any assistance.
tressygirl
Mentor10 months agoOnly you can ask for your account to be looked at by the Trust and Safety team, as we are members like yourself, with no authority / access to your account.
You need Customer Service for this, but I recommend contacting CS first thing when the lines first open for 'live agents' preferably on weekdays at 8 a.m. , weekends 9 a.m. as then there's more chance of Dublin answering. Only speak to them, it's a Call Back option given from the link below, so you'll hear if it's Ireland callin'.
https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid
@si-487673