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Identity verification again and again – listings now blocked (KYC)
Summary: rollei_de reports repeated problems with identity verification on eBay, which have resulted in their listings being blocked, even though they have received confirmation several times that the verification was successful. Despite numerous calls to customer service, the issue has not been resolved. melina@ebay from eBay explains that the submitted documents are invalid and asks for them to be resubmitted in the correct quality and order. rollei_de has now uploaded new documents and is waiting for the listings to be finally approved.
Hello everyone,
we’re currently having a pretty frustrating problem with identity verification at eBay and would like to know whether other sellers have experienced something similar.
We have now completed the requested verification several times in full, and each time afterwards received the confirmation: “We have confirmed your identity.” Nevertheless, a verification is requested again shortly afterward.
This has been going on for weeks now. Although the verification was successfully completed according to eBay, the process never seems to be permanently resolved in the system.
In the meantime, all of our listings have been blocked, even though we provided all the requested information and successfully completed the verification several times.
In addition, we have already called customer service three times. Each time we were told that the case would be forwarded to the relevant specialist department. Unfortunately, that hasn’t helped at all so far. In the end, the same process just starts all over again.
We’re now wondering:
Has anyone else here had this problem too?
How did you manage to get the verification truly completed permanently?
Is there a way to get directly to the responsible specialist department or a competent contact person?
From our point of view, another verification after every verification that has already been confirmed cannot be the solution. What’s especially problematic is that our sales have now effectively been brought to a standstill.
We would be grateful for any advice or experiences.
melina@ebay
Mentor1 week agoHello @rollei_de
I have some feedback for you right away.
Unfortunately, you keep uploading the same invalid document over and over again. That’s why you keep receiving the email. We recommend that you photograph the documents again and upload them. All details must match the ID document. The quality must be good, and nothing may be cut off, blacked out, or altered. In addition, you enter the name “Thomas Hans G.” in your account. According to the ID documents, the correct name is Hans-Thomas G. Please make sure the order and spelling are correct here. After that, the verification should work. 😊
Best regards
Melina
rollei_de
OP1 week agoHello Melina,
thanks a lot first of all for the quick response and for looking into the case right away.
What we don’t quite understand, though: after uploading, we get the email every time explicitly saying that our identity has been confirmed and the details have been verified. So we naturally assumed that the document uploaded each time had been accepted. If the document is actually invalid, a corresponding error message would be much more helpful than the confirmation that everything was successfully verified.
Today, just to be on the safe side, we uploaded a completely different document again and focused primarily on the quality.
Now we’ll wait and see whether the verification goes through for good and the blocks are lifted afterward.
Best regards
melina@ebay
Mentor1 week ago · EditedHello @rollei_de
It’s completely understandable that the replies are confusing you. The automatic replies you receive first of all show that you have verified your identity. After that, the documents are checked manually, and that’s where the verification fails, usually because of the quality of the documents or the details provided. That’s why you keep getting the hint that you need to verify again. This time it will definitely work. 😊
Best wishes
Melina
melina@ebay
Mentor1 week agoHello @rollei_de
Thanks for reaching out to us. I’m happy to have our specialist department review the details. We’ll get back to you as soon as we have an update.
@bootyooty Thanks for the tag-in.
Best regards
Melina
bootyooty
Mentor1 week ago@melina@ebay could you take a look please?