Keeping your eBay account secure is one of our most important responsibilities. We continuously use a variety of technologies and techniques designed to prevent unauthorised access to your eBay account.
One way we do this is by checking whether a member is using one of their usual computers to access eBay. If an attempt is made to sign in and list from an unrecognised computer, we'll require additional confirmation to help protect your account from unauthorised access.
To help identity confirmation work quickly for you, we recommend that you:
1) Check that your personal information is current. We might need to confirm the information on your account, such as your telephone number or address. We also highly recommend that you provide us with a secondary phone number (for example a mobile number for when you are on the go).
2) Review your secret question. Make sure the secret question and answer you have on file is easy for you to remember and difficult for others to guess.
Why can't I list my item?Whenever you list an item on eBay, we'll check to confirm that it's really you listing the item. If you list an item using a different computer, we will request some additional verification.
The quickest way to lift the block is to take a quick automated call at the number on your account - you can choose which one - and you'll be given a 4-digit PIN. Once you enter the PIN onsite, you'll be verified for that computer.
If you can't receive a call at one of those numbers, you can add another number by answering your secret question. Alternatively, you can verify your identity with us in Live Help.
How do you know I'm not using my normal computer?Since we first announced this in April 2008, we've been noting the computers you use for buying and selling. We store a unique ID on your computer using cookies and Flash objects so that the next time you visit eBay, we're able to confirm that you're using the same computer.What happens if I travel or move house?We track your computer, not your location. So if you're travelling or moving house with the same computer, you won't have to confirm your identity again unless the cookie with the unique ID is deleted.I use a lot of different computers, will I have to verify myself every time?If you use a number of different PCs, you only need to complete identity confirmation once for each computer unless the cookie with the unique ID is deleted.How does this work with a third-party listing service?You'll only have to complete identity confirmation when you link your eBay account with your third-party tool account. After that, you won't have to do it again until the authorisation with the third-party expires and the cookie with the unique ID is deleted.Can I still share a computer with other users?You can use the same computer to list on multiple eBay accounts. Each account will have to be individually confirmed, though.Why am I being asked to verify again on the same computer?The cookie with the unique ID doesn't expire, but if it gets deleted you will have to repeat the confirmation process.Can I opt out of identity confirmation?You can't opt out. You can delete or disable cookies and Flash objects on your computer, but you'll have to repeat the confirmation process each time you list an item.What kind of personal information are you storing?The unique ID linking your user ID with your computer is encrypted and doesn't include any contact information, such as your email address or details of your eBay transactions. We'll only use this information for Identity Confirmation.
Note: We treat your phone number and other personal information in accordance with our Privacy Policy. We use standard industry practices, including encryption, passwords and physical security, to protect your personal information against unauthorised access and disclosure
What if I want to delete or disable the cookies?As long as you have Flash enabled on your computer, you can delete your cookies and Internet cache without repeating the confirmation process. You can also delete Flash objects, or prevent the use of them on your computer, however we don't recommend that you do this. If you delete or disable Flash objects with the unique ID, we won't be able to recognise the computers you use frequently to access eBay. You will have to repeat the confirmation process the next time you list an item.
If you'd like to change your cookie settings, get help with managing Flash objects.
What if I list using a computer that does not have Flash?For computers that do not have Flash enabled, we will use normal cookies to check it's you listing the item. If you don't have Flash and you clear your cookies and Internet cache, we will ask you to confirm your identity. To enable Flash, get Adobe Flash Player.Why is eBay doing this?Some criminals attempt to defraud people on eBay by illegally gaining access to member accounts and setting up fraudulent listings in that person’s name. Most often they obtain the member's user ID and password using a 'phishing' email.
By checking whether a seller is using one of their usual computers, we can better identify and stop this kind of fraudulent activity.
What else is eBay doing to prevent identity theft?Much of our work is accomplished behind the scenes, but we also take very public actions to help prevent account theft. Recently these have included masking all bidder IDs on auction-style listings, locking dormant accounts, as well as our work with Yahoo! and other domains to block email from unauthenticated addresses.
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