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Problems Signing In?

If you're having problems signing in to eBay, check the following information for a possible solution:

Problem Solution

I forgot my password, user ID, or both.

Forgot Password

Ask eBay to send your password to your email address. Enter your user ID and click 'Continue'. The email you receive will give you a link to reset your password.

Note: You may need to answer your secret question and at least one other question related to your account.

Forgot User ID

Ask eBay to send your user ID to your email address. Enter your email address and click 'Continue'. The email you receive will tell you your user ID and give you a link to reset your password if you need to do so.

If you have tried the instructions above but have not yet received an email from eBay, please:

  • Check your bulk or junk email folders and filters to make sure they are not blocking eBay emails.

  • Make sure your email inbox is not full. If it is, delete some email and then try the steps listed above again.

Note: If you receive an alert message that your user ID can't be verified, you may be asked to provide additional verification to confirm that you are the account holder. Follow the instructions in the alert message.

I get a "Your sign-in information is not valid" message.

Make sure that your Caps Lock key is off then try signing in again. If you still can't sign in, do the following:

Note: eBay will send you information to the email address associated with your member account. You should receive a response within 24 hours, depending on your email system

Important: If you have bought an item as a guest you will not have an eBay user ID or password. You will need to register to obtain a valid user ID and password.

My account has been suspended.

See our information about suspended accounts.

I got a message saying the page couldn't be displayed.

This is often a temporary problem. Try signing in again. If you still receive the message, try the following:

  • Make sure your browser is up to date. eBay uses Secure Sockets Layer (SSL) technology, which may not be supported by an older browser. You may need to upgrade your browser in order to sign in to eBay.

  • Try deleting (clearing) your cookies and your browser’s cache (also called temporary internet files).

Note: Cookies are small files placed on the hard drive of your computer, which eBay uses to provide you with services.

Cache is a local storage area on your computer where copies of images and web pages are kept for quicker viewing the next time you visit the same page. Your cache can become outdated or full, causing pages to load slowly or not at all. See the Help section of your browser’s menu to learn how to delete these temporary Internet files.

I received a message that says I need to enter a verification code.

To help us maintain safety on eBay, eBay occasionally asks for an additional security check during sign in. If you get this message, type the code hidden in the image into the box, then click the Sign in button. If you can’t see the image, click the "Listen to the verification code" link to go through an audio security check.

Contact Customer Support

If you have an additional question about this subject, please email us at Customer Support.
If you would like to ask a question on another subject, please use the Contact Us page.

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Ask eBay members

Get help from other eBay members. Visit the Answer Centre to post a question.