Here are some things you can do to help protect your eBay account and keep your personal data safe.
Change your password regularly
To keep your account secure, we recommend regularly updating your password. Choose a strong password that’s difficult for others to guess.
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Follow these tips for creating a strong new password:
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- EBay gets a cut when your auction sells. After your auction or fixed-price listing ends, eBay charges the Final Value fee to your account in a matter of minutes. Final Value fees on auctions are pretty easy to figure out. If your item sells, you pay eBay 9% of the selling price to a maximum of $50.00.
- Avoid using personal details such as your name, birth date, or user ID
- Consider using a phrase (for example, a song lyric or book title)
- Use numbers and special characters
- Don’t use the same password that you use on other accounts
If you think your eBay account was compromised or hacked, you should change the passwords for both your eBay account and personal email account. Your email password should be different from your eBay password.
To find out more, read our article on changing your password.
Add 2 step verification
To add an extra layer of security to your eBay account, we strongly recommend you enable 2 step verification. Once you’ve enabled 2 step verification, only you can access your account, even if someone else has obtained your password.
Once you’ve switched on 2 step verification, each time you sign in to your account you’ll be able to confirm your identity via an eBay app push notification or by entering a code we send you via SMS.
Here’s how to set up 2 step verification on the eBay app:
- Download the latest version of the eBay app.
- Sign in to your account.
- Go to My eBay and select Settings.
- Go to Signing In and then choose 2 Step Verification.
- Select Turn on beside eBay Verify.
Here’s how to set up 2 step verification by SMS:
- Sign in to your eBay account.
- Go to your name in the top left-hand corner and choose Account settings from the dropdown menu.
- Select Personal Information.
- Scroll to the Security information section and select Edit next to 2 Step Verification.
- Select Get started next to Get a text message.
- Follow the on-screen prompts to add your mobile number.
If you change your mind and want to switch 2 step verification off—or you’d like to change from SMS to app notifications or vice versa—simply follow the steps above to turn off the function. We’ll also send you an email to let you know when you’ve switched 2 step verification on or off.
Tip
To change your 2 step verification method, you need to follow the steps above to turn off your current selection first, and then turn on the method you prefer.
To change your 2 step verification method, you need to follow the steps above to turn off your current selection first, and then turn on the method you prefer.
Update your contact details
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It’s important to keep your contact information up to date so we can reach you with updates about your account.
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If you change your address or phone number, or set up a new email address, please update your contact details as soon as possible so your account information remains correct.
Read our article on changing your contact details for more information.
Watch out for spoof or phishing emails
Spoof or phishing emails are emails that claim to be from eBay and are sent with the intent of accessing your passwords and other sensitive information. If you receive a suspicious email claiming to be from eBay, you should immediately forward the message to us at [email protected]. Don’t click any links in the email or open any attachments. We’ll let you know that we received your email, and we will investigate.
Find out how to spot suspicious emails in our article on recognizing spoof emails.
Report any strange activity on your account
It’s a good idea to check My eBay and your preferences regularly to make sure no one has accessed your account or made changes without your permission. Check your active bids and listings in My eBay to make sure they’re yours. If anything has changed without your authorization, contact us right away.
We’ll notify you by email if a new device is used to sign in to your account that hasn’t been used to access your account before. If you don’t recognize the login details, contact us to let us know. You should also change your password.
If you think someone is trying to take over your account, we may place a temporary hold on your account until we can safely return control of it to you. We can also help you remove any unauthorized bids or listings.
Tip
Signs that your account has been taken over include seeing listings or bids that you didn’t make or noticing that your password was changed without your knowledge. For more information, read our article on getting help with a hacked account.
Signs that your account has been taken over include seeing listings or bids that you didn’t make or noticing that your password was changed without your knowledge. For more information, read our article on getting help with a hacked account.
Additional support for buyers
With many non-essential brick and mortar stores now closed, online retailers have an increasingly important role to play. We're acutely aware of our responsibilities here and we're doing everything we can to ensure you get the items you need while protecting the health and safety of everyone involved in eBay transactions.
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High shipping volumes are causing some delays. Please allow extra time after the expected delivery date before contacting the seller to let them know that your item hasn't arrived yet.
Help with your orders
Like everyone, our sellers are facing extraordinary circumstances right now. If an item you ordered hasn't turned up yet, you should check your Purchase history - opens in new window or tab in My eBay to see if the seller has marked it as shipped, track your item or contact the seller directly if tracking is not available. Most of our sellers will be willing to help and provide advice directly. If you can't get in touch with your seller, read our article on Getting help with an item that hasn't arrived to find out what to do next.
As of July 1, 2020, you'll have 10 business days from when a return is accepted or a return shipping label is provided to you to send your item back.
Shipping
If you're visiting a drop-off point with a package that you're returning, we ask that you adhere to social distancing guidelines and follow the advice of staff at any shipping service when visiting their site.
Fair pricing
We're aware of reports that some sellers are charging unfair or unreasonable prices for certain items on eBay. To ensure the safety of our community, we're actively blocking or removing many of these listings. However, should you come across a listing that you suspect of price gouging or unfair pricing, you can let us know by visiting our Reporting price gouging on eBay page. You'll find details of how to submit a report to us there.
Customer service
From time-to-time, our wait times may be longer than usual. To get your answer now, we encourage you to search our Help pages for information first. If you still can't find what you need, scroll to the bottom of most Help pages to see ways of contacting us.
Additional support for sellers
We're committed to doing everything we can to ensure that our sellers can connect with buyers and deliver what they need during this time of uncertainty. Many of you provided thoughts and feedback on what more we can do to help, so here's some of the things we're doing for our small and medium business in this unprecedented time.
High shipping volumes are causing some delays. We've asked buyers to allow extra time after the expected delivery date before contacting you to report that their item hasn't arrived yet.
We've got your back and are making sure your feedback and seller performance metrics aren't impacted. Check our announcement on the eBay Community Hub - opens in new window or tab for all we're doing.
Shipping
Carriers and shipping companies are considered an essential service right now and there has been minimal disruption to date. Most carriers will have slight variations on their signature required processes but otherwise, most, if not all, are open as usual.
If you need to visit the site of a carrier to drop off packages, we ask that you adhere to social distancing guidelines and follow the advice of staff there. Don't forget you can schedule a USPS pick up if you can't drop off your packages.
If you'd like to pause your selling activity for now, you can put your Store on vacation. Our Manage your eBay Store article has all the information and instructions you'll need.
Return timelines
As of July 1, 2020, once tracking shows that the item has been successfully returned, you'll have 2 business days to inspect the item and issue a refund.
Fair pricing in a trusted marketplace
We're aware of reports that some sellers are charging unfair or unreasonable prices for certain items on eBay. To ensure the safety of our community, we're actively blocking or removing many of these listings. However, should you come across a listing that you suspect of price gouging or unfair pricing, you can let us know by visiting our Reporting price gouging on eBay page. You’ll find details of how to submit a report to us there.
We also encourage sellers to read our Price gouging policy and to ensure that any item listed on our site follows our rules and does not attempt to take advantage of vulnerable buyers.
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Customer service
From time-to-time, our wait times may be longer than usual. To get your answer now, we encourage you to visit Seller Help - opens in new window or tab, which has a wide range of tools and resources to help manage your selling activity. Our Help pages are also a useful resource for information on any issues you have. If you still can't find what you need, scroll to the bottom of most Help pages to see ways of contacting us.
More to come from eBay
The measures outlined above are just the start of our efforts to support our community. So much continues to change during COVID-19 and we're committed to help buyers and sellers to navigate the uncertainty. We'll continue to stay connected and share updates on our Community Hub - opens in new window or tab, through our podcast - opens in new window or tab, on our Facebook page - opens in new window or tab, and on this page.
Supporting charities
Thousands of charity stores have had to shut their doors but the whole eBay community can still support those who have an eBay Store. Visit eBay for Charity - opens in new window or tab and search for the charity you'd like to support. Additionally, when you list an item for sale on eBay, you can choose to donate from 10% to 100% of the sale price to a cause of your choice on the listing form.