If you receive an account hold, restriction or suspension notification, the first thing to do is to check your eBay Messages and your e-mail address registered with eBay. Here you will find the main reasons for your account issues and provide the next steps you will need to take.

Go to My Messages

 

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Why is my account suspended on eBay?

Common Causes of Account Hold / Suspension / Restriction:

New Sellers:

  1. Listed your first item before getting verified.
  2. Failure of verification / identity mismatch, and other personal data on eBay accounts.
  3. Unusual selling activities or serious violations of eBay regulations.
  4. Failure to reimburse funds for refunds that are withdrawn by the system from PayPal / Credit Card.
  5. Failure to pay eBay fees that were withdrawn by the system from PayPal / Credit Card.

Existing sellers:

  1. High percentage of transaction defects / defects caused by delays in delivery, the product does not match the description and poor communication with the buyer.
  2. High percentage of sellers' failure to resolve cases submitted by buyers in the Resolution Center.
  3. Unusual selling activities or serious violations of eBay regulations.
To know the reason for your account issue, you may refer to the details listed on eBay Message or contact eBay Customer Support.

What happens when an account is suspended?

  1. When a suspension occurs, the seller will not be able to operate their account within a certain time period. Either 7 days, 10 days, 30 days or until eBay receives the requested information.
  2. The seller will not be able to perform account operations including buying and selling until the suspension is lifted by eBay.
  3. Sellers will also not be able to bid, leave feedback, contact other eBay members and change contact information on their eBay account.
  4. If there is a serious violation of eBay regulations, the seller will not be able to operate their account for an indefinite period of time and will lose their rights on eBay.

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Can I open a new account if my current account is under suspension?

If your eBay account is currently under suspension:

DO NOT CREATE A NEW ACCOUNT !!

Using sophisticated data linking methods, the eBay system will be able to detect your new account which may lead to a new suspension.

If detected, you will be at risk of being permanently banned from all selling and buying activities on eBay.

How do I reinstate my account?

You will need to contact eBay Customer Service. But first, you must prepare the following documents:

1. Proof of Identity (POI)

Proof of citizenship identity documents issued by the government in the form of:

  • IC (colour scan, both sides)
  • Passport (colour scan, main page)

The name listed on the IC or Passport must be the same as the name listed on the eBay account.

2. Proof of Address (POA)

Proof of documents issued within the last 3 months, which includes the current name and address. Examples:

  • Utility bills (water, electricity, landline in coloured scan).

Note: Postpaid telephone bills cannot be used as evidence.

  • Bank statements (Credit cards, loans, installments in colour scan)

Note: Physical photos of credit cards and savings books cannot be used as evidence.

The name and address listed on the utility and bank statements must be the same as the name and address listed on the eBay account.

Make sure the document is photographed or scanned clearly and can be read properly. It is forbidden to use other people's data and documents when releasing account suspensions.

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How do I contact eBay Customer Support?

Even if you list your items on a different site, you will need to contact your local customer support team. Why? Because you will be entitled to local customer service support, local selling limit increase procedures and other benefits designed specifically for sellers in South East Asia.

Get in touch with us using the steps below:

eBay Malaysia

Log in to the email account you've used to register an eBay account > Send an email to sgrswebhelp@ebay.com.sg with the subject: Account Suspension Appeal with Proof of Identity (POI) and Proof of Address (POA) documents.

eBay Singapore

Log in to www.ebay.com.my> Help & Contact> Contact us> Select these topics: Account Restriction and Selling Limits> Suspended eBay account> Select Call Us or;

Log in to the email account you've used to register an eBay account > Send an email to sgrswebhelp@ebay.com.sg with the subject: Account Suspension Appeal with Proof of Identity (POI) and Proof of Address (POA) documents.

Note: Only certain contact options will be available depending on issue and country.

What do I do after I’ve contacted eBay Customer Support?

By phone (only available in English):

The eBay Customer Support agent will ask for documents relating to personal data, proof of identity (POI) and proof of address (POA) that match the information listed on your eBay account. Be sure to have these documents ready before contacting Customer Support.

By email:

Let us know that you want to submit a request to reinstate the suspended account and attach your proof of identity (POI) as well as proof of address (POA) that match the information listed on your eBay account.

Once your documentation has been verified, it may take up to 48 hours to remove the suspension.

Remember! Only certain contact options will be available depending on issue and country.

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