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Problems Signing In?

If you are having problems signing in to eBay, review 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 secure 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 of a list of pre-selected questions related to your account.

Forgot User ID
Ask eBay to send your User ID to your email address. Enter the email address you registered with 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've 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 emails and then try the above steps again.

I am getting a message that says "your sign in information is not valid".

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

  • Have your User ID sent to you by email.

  • Ask eBay to reset your password and send it to you by email.

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

  • Check to see if your inbox is full. If it is full, delete some email so that you can receive new ones. After deleting email, re-send your request to eBay.

  • If you have a bulk mail or junk mail folder, check that folder for the email.

Important: If you have purchased 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 Suspended Account Information.

I got a message that says my 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 Extended Validation Secure Sockets Layer (EV 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).

About cookies and cache

  • 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 Service

If you have an additional question about this subject, email us at Customer Service.
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.