eBayUK Log In Errors With New SMS Text Message Requirement
UPDATE 7-7-22
After many complaints of problems with the verification process, eBay has created a troubleshooting guide.
With the new verification process we have put together a few trouble shooting steps to try and help with specific situations. If you have tried all the steps and cannot access your account, then you will need to reach out to customer support through the contact us link here
If your phone number is out of date and needs to be changed and you are unable to do this yourself, please reach out through the contact us link above.
Not receiving the code to mobile number
Check the phone number on the account is up to date
Make sure the phone is able to receive calls, SMS text messages and has a strong signal
Give time for the code to come through
It can sometimes take a few minutes for the code to come through so do not click back as it resets the process and when the code does come in, it will not work
Try restarting your device
Try and log in with a device that had a previous successful log in
Not receiving the code to email address
Check the email address on the account is up to date
Check it is spelled correctly
Check spam/junk folders and check if your email settings have a specific spam rule that could prevent the code from being received
It can sometimes take a few minutes for the code to come through so do not click back as it resets the process and when the code does come in, it will not work
Not receiving the code to landline number
Check the phone number is up to date
Check that your phone company allows calls and text messages to be received
Give time for the code to come through
It can sometimes take a few minutes for the code to come through so do not click back as it resets the process and when the code does come in, it will not work
If you would like to change to a mobile phone number to make authentication easier you can reach out to customer support on the contact us link here
Code not working
If an error message is received after a code is entered, you will need to request another code
UPDATE 6-9-22
The rollout of the new text message verification requirement has been such a spectacular failure after one day that eBay was forced to concede to also provide an email verification option, despite previous statement that would not be possible because email is less secure.
In the eBayUK community chat on June 8th, eBay staff said:
At the moment, the option for multifactor authentication is any phone number that can receive a text. Some landlines offer this ability too.
Emails carry a security risk and can be more easily compromised, so this option will not be available.
eBay are looking into other options that may be added down the lines but we do not have any guarantees on this.
However, after a barrage of complaints and technical issues yesterday, AskeBay on Twitter is now saying an email option will be available by Friday.
We are having issues with our phone lines at the moment, but we are in the process of adding an email verification option instead of text which should help! If you could please wait and try signing in again, you should see that option by Friday the latest 🙂 Thanks ~ Jessica
— Ask eBay (@AskeBay) June 9, 2022
If your correct number is there and you are not receiving a text please make sure to restart your device and check for signal.
If your number is older or incorrect please reach out to our customer support teams via the help pages. They will be able to verify your account and assist with changing numbers. We are unable to assist with this via the community.
Email verification is being offered to those the system can allow so you may see this option appear on your device.
So...what exactly was the point of all this again eBay?
eBay UK announced a couple weeks ago that users would soon be required to use SMS text message 2 Factor Authentication for security purposes due to payments updates.
The requirement went into effect today and unsurprisingly users are experiencing errors with the new process - codes are not being received and/or users are stuck in a constant sign in loop when the codes are accepted.
Liz Morton ~ Founder
@AskeBay hi there, you are asking me to verify my account via text message, but the mobile number I have on file I no longer have access to - pls help! Chat told me to call you, but the number keeps sending me round in circles - impossible to speak to anybody!
— Melanie (@Dkgtc12) June 8, 2022
@AskeBay Hello, I keep hitting the "we need to verify your id" page at login. I'm requesting a message be sent but nothing is arriving. Can't currently get logged in and have questions to answer and an auction ending. Help!
— Liam A Cottam (@LiamCottam) June 8, 2022
@AskeBay I’ve gone round in circles online and tried speaking with someone 4 times but keep getting cut off - I can’t verify / get into my account, can someone help me out?
— Nick Wiseman (@nickwise10) June 8, 2022
@AskeBay hi. I’ve been signed out of my account on the app, when I try to log in I get this screen but I don’t get any kind of notification?? Please help! pic.twitter.com/UmGzqikkts
— Donna (@donna_hgate) June 8, 2022
An AskeBay Twitter rep acknowledged there is a technical issue with text notifications not being received but was unable to give any further assistance with how to log in.
We’re aware the text notification is not being received. Send us a DM, we’ll get some additional account details and let our Tech team know you are running into issues. You might also try clicking on ‘Need help signing in’ to see what options are offered. ~Mary
— Ask eBay (@AskeBay) June 8, 2022
In addition to possible technical issues, some users may have just missed the announcement and are now stuck in a loop because they did not update their information in time and the text is going to an old or incorrect number.
Unfortunately users stuck in this position don't appear to be getting anywhere when they try to contact customer service for help.
For the first time in a long while, i tried to login yesterday and suddenly got " we'll send you a text code "
Never seen that before with Ebay, but its a security thing, which is fine. Trouble with that is i changed my phone number months ago, and forgot to update my Ebay account info. Of course now, i cannot login. Just using email and password is now useless as the next step after that is the code sent by text.
Using ebay chat assistant is worse than useless, as it just goes round in circles, and isnt geared up for this scenario. I had the Ebay freefone 0800 number but it just gives options to look at the Ebay website for help, unhelpfully.
Anyone have an idea what i can do next ? Thanks
i have had my selling account for over 15 years and i have 100% positive feedback but today ebay wanted to verify it was me by sending a code via text to my mobile phone. problem is, its my old phone number which i registered the account with and i just forgot to update my account with my new number.
i have items which i need to post and i have many items selling but its impossible to get into my account. i managed to live chat to them with my other account and after giving them all my details,problem and explanation to them, they finally said, sorry, cant help you, just open a new account!! then closed the chat. i am disgusted with them as it took 2 hours of chat for them to give me nothing.
If you're stuck in the eBay UK SMS verification loop and can't log in, I'd recommend using the Help & Contact page for "get helped with a hacked account."
While presumably accounts have not actually been compromised, that contact path should connect you to Trust & Safety which will hopefully be better equipped to assist with this problem than standard customer support reps.
