We could not verify your identity

[ch814471]

Please can somebody help. I am stuck in an endless loop of hell with no apparent means of resolution.

I committed the cardinal sin of updating my phone number recently when trying to log into my account and was asked by Ebay to verify my identity. Having attempted this 3 times now, each time I get a message saying "We could not verify your identity". Rather annoyingly the only options are for me to:

1) Try again (Failed 3 times with a UK passport and Driving licence)

2) Contact Ebay (I can't contact eBay as I can get into my account)

3) Contact them by live chat (Again, won't work without asking me to login)

4) Create a new account (Which I don't want to).

There is absolutely no other means for me to contact ebay so I am stuck in an endless loop of being unable to access my account, change my phone, or verify my identity!

[tressygirl]

You do need eBay Customer Services as access to your account is required and they can see if the new phone number has been correctly registered and if any other form of ID is needed for your registration with Managed Payments.

They will have access to your account just contact them this way:

This is the easiest and quickest way to contact eBay Customer Services, for a Call Back option.

 https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

Lines open between 8 a.m. to 10 p.m. on weekdays.

9 a.m. to 6 p.m. on weekends.

I recommend contacting CS very first thing in the morning, when the lines first open,  as there's more chance of Dublin answering.

@ch814471 

[ch814471]

Sorry, but this is just the generic help section I've been using. 

None of the below apply, and when I go through to the chat bot, I can't speak to someone without being logged into an Ebay account which I can't do!

I need either an email address or contact number for CS.

Return an item for a refund

If you've changed your mind about an item you bought or there's something wrong with it, you can request a return.

4 min articleeBay Money Back Guarantee

To ensure all of our members have a great experience on eBay, most purchases are covered under the eBay Money Back Guarantee.

13 min articleGet help with an item that hasn't arrived

If the estimated delivery date for your order has passed and your item hasn't arrived, you can let the seller know by reporting that you didn't receive it.

4 min articleAppeal the outcome of a case as a buyer

If you don't agree with our resolution when we've stepped in to help resolve an issue, you can appeal by providing new information within 30 calendar days of the case closing.

2 min article

[ch814471]

There's also no call back option on that page or on the chat facility.

[61stephenuk]

There's a bold Contact us at the top of the page with a box below like this

Use the Have us call you link,currently 9 mins