problems logging in

[jayla128]

Hello , I would be very grateful if a Technical Adviser could help with this problem please?  I usually have three options when logging in to Ebay, Text, Call or Email  and have always chosen email for convenience. However for the past few days, the email option has disappeared and I am just left with the call to my landline.  This has happened before and I requested help for this and One of the members advised that Email verification was never an option... but it always has been for me.! It did eventually resolve and go back to email verification.

I do not have a mobile so cannot enable 2 step verification anyway and additionally cannot receive a text to a landline so I am really hampered.

My details are all up to date and verified, as is my (new) browser and cache cleared,  and I am the sole user. 

I have noticed that in "Devices I trust" it has  does say that my device is unknown but I dont know why as I have trusted this device as requested but it does not seem to recognise it.

Apologies for convoluted explanation but I am now completely befuddled!

Any help would be gratefully appreciated.

[1boggard]

I have also noticed that the email option isn't always offered.  I suspect it happens when either the ebay system doesn't recognise your device/browser from previous logins, or it sees you in a different location from usual (the system will only see where your service provider connection to the internet is, and this may change sometimes as your service provider will route your connection through the nearest one with spare capacity at the time).

I have never use the email option and because I do not have a usable mobile phone signal in my house, I have always used the 'Call' option and have it set to my landline number.  I rarely have any problem, although it does occasionally have a fit and hangs up as soon as I press the requested confirmation number, which can be a bit annoying!

[jayla128]

Thank you very much for taking the time to reply to my problem.
I will have to get used to answering my landline for a code to login in, but at least this stops me from casual, repeated browsing for stuff I do not need!
Thank you again.

[marco@ebay]

Hi jayla128, thanks for your post.

The email option hasn't been an option for a while now, if you are having issues receiving the code, I would try following the below steps, so you can log in again, and then disable your 2FA, or update the phone number to a mobile phone if you eventually get a mobile phone.

1. Go to our help pages
2. Scroll down and click on "Contact us"
3. Click on Managing your account
4. Click on Get help with a hacked account (while your account might not be hacked, you need to follow this workflow)
5. A new window/tab will pop up and ask you to sign in - As you are unable to log into your account at the moment, please click on the "Continue" button that is located right under the "New to eBay, or need help signing in?" at the bottom of the screen
6. Enter your email address or username, and click submit.
7. You will see an option to chat with our automated assistant, click on it. (You won't see the call us back option as we won't be able to reach you at your new phone number since we don't have it on file)
8 . In the chat window, click on "help with a hacked account"
9. Click on contact an agent
10. Enter your name and email address and reason for contact, and send the request.
11. Complete the captcha (If applicable)
12. Click on "Call us" and you will see a phone number for you to get in touch with us, you can then talk to one of our agents and they will help you get this resolved.

It is very important that when following the steps above, you are fully logged out of your account. If you have to, feel free to open an incognito window, so you are fully logged out of the account. Hope this helps!

Thank you,

Marco

[fotherbale]

---

marco@ebay wrote:

The email option hasn't been an option for a while now,

---

Are you sure about that - I was given the option of text, call or email when I logged in this evening.

[ile136yz]

Hi, I've used the email security option tonight for logging in.  I had the choice of email or text (as I was charging my mobile. I used email)

Sometimes the email is not shown, so I message for code for text, but I do not use it.  Approx. 5 minutes later I try to Log in and find the email and text are both available again. Works for me.

I think it is always useful to have 2 choices.

[jayla128]

Hello and thank you for your reply.......tried your trick but sadly didn't work for me. It really is a nuisance and , now having only one way to log in (no mobile) is very restrictive.
Kind Regards

[jayla128]

Thank you very much for your reply and for confirming that Email option is (apart from me) an available option.
I just hope that someone can advise me how to reinstate it as having a call to the landline (no mobile) is very restrictive.
Thank you again.
Kind Regards

[jayla128]

Hello Marco, 

I hope that you now accept that Email account verification is an  ongoing option, thanks to the contributors who have confirmed this already, but my issue is still unresolved and I would greatly appreciate your advice if you are able to do so.?

Kind Regards

[xyz307xyz · Accepted solution]

Does the email option appear if you log in thru this link?

https://ppcapp.ebay.co.uk/myppc/wallet/list
It always does for me PC/Windows 10/Chrome

[jayla128]

OH YOU ABSOLUTE STAR!!! (Shout out loud)

I don't know how it works but it did so thank you very very much.

Kind Regards to you from a grateful me.

[xyz307xyz]

I think you are supposed to mark the answer as the solution not your response!

I don't know why it works - other than accessing the more sensitive parts of your ebay account, in this case Payments, will often trigger a new login request, even if you have been happily logged in and able to do "regular" stuff e.g. browse, buy and sell.

[jayla128]

Sorry if I have done something wrong....I am an elderly lady who very much struggles to keep up with today.
Thank you for taking the time to help me.

[xyz307xyz]

Don't worry. It made me laugh more than being a problem.