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Seller Payouts Blocked – Bank Verification Failed & Trustly Link Not Working
Summary: dj.hi_17, an eBay seller in Portugal, is experiencing issues with eBay's bank verification process, which is holding up payouts. Despite successfully selling and having no outstanding fees, verification attempts with two different bank accounts have failed. Additionally, a Trustly link provided for verification does not redirect correctly. perfect-sally tagged nina@ebay (an eBay representative), who initiated a manual verification process for the bank account ending in 0059. However, dj.hi_17 later received another unsuccessful verification email for this account and seeks confirmation on the status of the manual review.
Hello everyone,
I am a seller based in Portugal and I am hoping that an eBay mentor or experienced seller can help me with a bank verification problem that has been going on for several weeks.
My eBay selling account is working normally and my selling privileges have already been restored after eBay's seller verification. I have successfully sold and delivered items with tracking, and I have no open claims or outstanding seller fees.
However, my payouts are currently being held because eBay cannot verify my bank account.
I have already tried two different Portuguese SEPA bank accounts.
My preferred payout account is with Caixa de Crédito Agrícola Mútuo de Castro Daire CRL, ending in 5051. I also previously tried an account with Caixa Geral de Depósitos, ending in 0059.
eBay's verification process involves sending €0.01 to the bank account and subsequently debiting €0.01. This verification has failed. With one of the accounts, the €0.01 credit was received but the subsequent debit failed.
My current bank account ending in 5051 appears in eBay under Payments and is marked as “Used for payouts”, but it also shows “Not possible for selling costs.”
I have a Visa card ending in 0145 correctly configured as my preferred payment method for selling costs, so I do not need the bank account to pay my normal eBay fees. Nevertheless, eBay apparently still requires the bank account to pass its verification process before my payouts can be released.
eBay then sent me an email saying that the €0.01 transfer/debit verification could not be completed and specifically instructed me to link my bank account through eBay's partner Trustly.
This is where I have another problem: when I click the “Link bank account” button in that email, Trustly never opens. Instead, eBay redirects me back to exactly the same standard bank verification page asking me to repeat the €0.01 transfer/debit process that has already failed.
I have contacted eBay support several times. At different points I was told that:
I could verify the bank account by providing an official bank document.
A red banner should appear in My eBay allowing me to upload the document.
My case would be forwarded internally to a specialist team and I should receive a response within three business days.
I should delete/re-enter or add my bank account again.
Unfortunately, the document upload option/red banner for uploading documents never appeared. I have checked My eBay, Seller Cockpit/Payments, payout methods, payment information and my personal/account information.
I already have recent official bank documents available for both accounts. My personal/tax information on eBay, including my Portuguese tax identification number (NIF), has also been completed.
Another difficulty is contacting support. The eBay.de “Call Me” option only offers telephone numbers from Germany (+49), Austria (+43) and Switzerland (+41). I am in Portugal (+351), so I cannot use it. The automated assistant repeatedly sends me back to the same Call Me option even when I explain that I need written assistance.
I have now also submitted/sent a formal payment services complaint to eBay S.à r.l. in Luxembourg, including official bank documentation, because my payouts remain blocked.
At this stage, what I really need is for eBay to do one of the following:
Enable the Trustly verification process correctly on my account;
Enable manual bank document verification/upload;
Manually review and verify my bank account ending in 5051 (or, if necessary, my alternative account ending in 0059).
I do not want to keep deleting and re-adding bank accounts or repeating the same €0.01 verification because this has already failed multiple times and does not address the underlying problem.
Has any seller in Portugal or another EU/SEPA country experienced this exact situation?
In particular, has an eBay mentor seen a case where the email says to verify through Trustly but the Trustly button simply redirects back to the €0.01 verification page?
If a mentor can escalate this or tell me how to reach the correct Payments/Verification team, I would be extremely grateful.
Thank you very much for any help.
Rui
eBay username: dj.hi_17
nina@ebay
·3 weeks ago@dj.hi_17 Hey. 🙂 The manual verification of your bank details ending in 0059 was initiated today. Please be patient a little longer, the manual review can take up to 72 hours.
@perfect-sally Thanks a lot for tagging. 💖
Best regards,
Nina
dj.hi_17
OP3 weeks agoHi Nina 🙂,
Thank you for checking. That makes sense. A few hours before your reply, I made another attempt and re-entered my Caixa Geral de Depósitos bank account ending in 0059.
It therefore seems that this new attempt has now triggered the manual verification process.
I will leave the bank details unchanged and wait for the manual review to be completed within the 72-hour timeframe you mentioned.
Thank you very much for your help. 🙂
dj.hi_17
OP3 weeks ago · EditedHi @nina@ebay
I have just received another email from eBay regarding the bank account ending in 0059.
The email says that the €0.01 transfer/subsequent debit verification was unsuccessful and instructs me to link the bank account through Trustly.
However, when I click the “Link bank account” button, I am not redirected to Trustly. It simply takes me back to the same standard €0.01 bank verification process that has already failed. This is exactly the same problem I previously had with my other bank account.
Since you confirmed that a manual verification of the account ending in 0059 was initiated, could you please check whether that manual review is still in progress, or whether this new email means that the manual verification has also failed?
I don't want to re-enter the bank details or repeat the €0.01 process again, as this would simply restart the same failed verification.
Thank you very much for your help.
perfect-sally
Mentor3 weeks agoHello @dj.hi_17
first of all: sure, the callback doesn't work to Portugal, but the imprint also lists a phone number that you can call yourself. And there isn't really any written contact option, although you can find an email address there too.
I'm tagging an eBay MA and she'll take a look and get back here. She can also forward it to the right specialist department.
@nina@ebay could you take a look please? Thanks
dj.hi_17
OP3 weeks agoThank you very much for your help and for tagging Nina.
I really appreciate it. I will wait for her response here, as hopefully she can have the case reviewed by the appropriate specialist department.
Thanks again!
perfect-sally
Mentor3 weeks ago · Edited@nina@ebay Did the mention come through earlier? By now you can’t really tell anymore, unfortunately, so it’s better to ask. Thanks
Ok, must have overlapped. Sorted, thanks Nina