Troubleshooting Guide – Find Help for Your Problem

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Troubleshooting Guide – Find Help for Your Problem

We want you to always have a safe and enjoyable experience on eBay. However, you may occasionally have problems or questions.

Please review the following charts for your situation and corresponding Help page to get quick answers directly from our site.

Problems with your eBay account (password, update information, suspended account)
Problems with your seller or buyer (seller did not send item, buyer did not pay)
Problems with your listing (end your listing early, changing your listing, your listing was removed)

If you still have questions or problems, you can contact Customer Support by clicking the Contact us link located at the top of the eBay.com home page or clicking the Contact Us button located on the right side of any help page. We'll help you find the best way to contact us in the Get in touch with us section on the right side of the page.

If you want to know about additional resources to help you buy and sell, see Learning about eBay.

Account maintenance and security

Your account is your identity and your reputation on eBay. Having a member account lets you conduct transactions, communicate with other eBay members, and leave Feedback for your trading partners. If you are a seller, managing your account also involves paying eBay selling fees.

Situation	Related Help Page
You forgot or need to change your password.	If You Forget Your Password (Change Password)
You need to change your email address, telephone number, or shipping address.	Changing Your Contact Information (Email, Shipping Address, Phone Number)
You received an email notification that your account was suspended.	Important: Beware of impostor email. If you received an email stating your account was suspended, please confirm that the email was sent from eBay by checking My Messages in My eBay. Suspended Account lists reasons why an account may be suspended.
You received an email request to update your credit card information for your account.	First, confirm that the email you received was really from eBay. Sign in to eBay, go to My eBay, and check My Messages. For more information, see Recognize Spoof Mails. Solving Credit and Debit Card Problems lists the situations when eBay will ask you for your credit or debit card information.
You are a seller and have a question about paying your eBay fees.	Paying Your eBay Seller Fees
You suspect that someone is using your account without your permission.	Securing Your Account and Reporting Account Theft
You want to close your eBay Account.	Closing Your eBay Account

For more information, including viewing your seller’s account status, see Problems with Your Account.

For PayPal account issues, please contact PayPal Customer Support.

Transaction problems between buyers and sellers

Most transactions go smoothly on eBay, but occasionally problems can occur. Communicating with your trading partner is an important part of resolving disputes.

Situation	Related Help Page
You have had problems contacting your buyer or seller.	Contacting eBay Members The best and fastest way to resolve problems is to contact your trading partner directly by email or phone.
For sellers – You have received negative feedback.	Resolving Feedback Disputes
For buyers –You need to cancel your bid.	Retracting a Bid
For buyers – You no longer want the item.	I won an item but no longer want to purchase it. What should I do?
For buyers – You did not receive your item or the item was not as described.	Item Not Received or Significantly Not as Described Process
For sellers – Your buyer did not pay for the item.	Unpaid Item Process (Non-paying Bidder or Buyer)

For more information, see How to Resolve Disputes.

Listing items (for sellers)

eBay’s Sell You Item form guides you through the listing process. Here are some resources that provide additional guidance.

Situation	Related Help Page
You need to know eBay selling fees.	eBay.com Fees
You have a question about shipping.	About Shipping Costs
You want to check to see if your item is allowed on eBay.	Prohibited and Restricted Items Overview
You cannot find your listing.	The item I listed for sale isn’t showing up when I search for it. How can I find it?
You need to end your listing early.	Ending Your Listing Early
You need to revise your listing.	Changing Your Listing (Format, Category, Title, Description, Price, Shipping,)
You need to keep certain buyers from buying or bidding on your listing.	Managing Bidders and Buyers (Block Buyers or Cancel Bids)
Your listing was removed by eBay.	Why eBay May Remove Your Listing
You want to report a listing that you think breaks eBay rules.	How can I report a listing that appears to be violating eBay rules and policies?
You see a description and/or picture that was copied or linked without your permission.	Item Description and Picture Theft Policy

For more information, see Seller Tips.

Have a question? We can help.

Ask eBay members

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

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