Business seller account restricted – identity verification in progress – Please help from the eBay Community Team
Summary: rehabmobil reports an unexpected restriction on his eBay seller account. Despite 12 years of positive selling history, he was asked to undergo an identity check, which is ongoing and is blocking the ability to list new items and manage existing ones. rehabmobil has submitted the required documents and tried to clarify the matter with eBay customer service, but has run into conflicting information and delays. The community, including petersmodellbahnstuebchen and mia@ebay, is trying to help, while an eBay employee identifies overdue cases as the reason for the restriction. rehabmobil has taken all available measures and continues to ask eBay for a concrete response regarding the full lifting of the restriction.
Business seller account restricted – identity verification in progress – Request for help from the eBay Community Team
Hello everyone,
I’m hoping someone from the eBay Community Team might be able to help me here.
I’ve been a business seller on eBay for about 12 years and have 100% positive feedback. My seller account has run for many years without any comparable problems.
However, for the past few days my seller account has been restricted. My existing listings are temporarily not visible, I can no longer create new listings or edit existing ones, and payouts are also being withheld.
Under “Resolve problems,” I was asked to complete a new identity verification. I submitted the requested documents, i.e. the front and back of my ID card, immediately through the process provided by eBay.
Since then, I’m being shown that the verification is being carried out.
I called eBay customer service several times today. Unfortunately, I received partly different information, which initially left me quite unsettled.
The last representative explained to me that checks like this are currently being carried out for several sellers and that I am not the only seller affected. He also told me that many sellers are currently contacting customer service because of similar issues and that I need to be patient. In my case, according to him, the review could take until 14/09/2026.
Of course I understand that eBay has to carry out security and identity checks. I just want to make sure that everything on my end has actually been completed and that the restriction exists solely because the verification is still in progress.
Since I’ve been selling on eBay as a business for many years, have my business and tax details on file, and my account has 100% positive feedback, this kind of account restriction is understandably worrying to me.
So my request to the eBay Community Team:
Could a member of the eBay Community Team please check whether anything else is still required from me for my seller account, or whether I really just need to wait for the ongoing identity verification to be completed?
I’d also be interested to know whether other long-time business sellers are currently affected by such repeated identity checks and temporary account restrictions.
I don’t want to upload anything unnecessarily more than once or interfere with the ongoing review process with further actions. If I just need to wait, that is of course fine with me. I just want the reassurance that nothing is missing on my side.
Thanks in advance for your help, and especially to the eBay Community Team if someone can take a look at my case.
Best regards
Gökmen
vera@ebay
·1 month agoHello @rehabmobil ,
thank you very much for your post. I just had a look at your account. You have already completed everything necessary and do not need to do anything else at the moment. The review is still in progress and you will be informed by the colleagues as soon as it is completed. I can't give a timeframe for that. I ask you to be patient a little longer.
@bootyooty thanks for the tag 😊
Best regards
Vera
rehabmobil
OP1 month agoThank you very much for the feedback
rehabmobil
OP1 month agovera@ebay
Subject: Request for a specific clarification of my account restriction
Dear eBay Team,
I am reaching out to you again because I honestly no longer know who else I can contact.
Today I spent many hours on the phone with eBay customer service several times. I was repeatedly told that my account is restricted and that only the responsible specialist department could review or lift this restriction. I was transferred several times, unfortunately without receiving a concrete solution or explanation.
My previous emails also mostly only get general information about the ongoing verification.
That is why I would kindly like to ask you for a specific answer regarding my account:
For what exact reason is the restriction on my seller account still in place?
What is still missing at the moment so that my account can be reactivated for selling?
And for what specific reason are my payments still being withheld?
I would like to emphasize explicitly that the withholding of payments is not the real problem for me. The money can gladly remain with eBay during any necessary review.
My much bigger problem is that, as a business seller, I have not been able to sell at all for days and nobody can tell me specifically why the full restriction still exists or what else I need to do.
I have been active on eBay for many years, have 100% positive feedback and the service status “Above Standard.” I have submitted the requested information and documents and have added the corresponding tracking numbers for my shipped orders.
So I am not asking for a general explanation of possible security or verification checks, but for a specific review of my seller account and a clear answer:
What is still unresolved with my account right now, and what exactly do I need to do to have the sales restriction lifted?
After the numerous phone calls and emails, I would really appreciate a clear answer from you.
Kind regards
Gökmen
bootyooty
·1 month ago@vera@ebay could you take a look, please?
rehabmobil
OP1 month ago@mia@ebay
Dear eBay Team,
my business seller account has been restricted for exactly one week now, and I can no longer sell or list any items.
This is what has been shown in my account since then:
“Verification is being carried out. Thank you for resolving the outstanding issues with your eBay account. We will notify you shortly to let you know whether your verification was successful.”
I have now been waiting for this feedback for a week.
I currently have no open cases anymore. For my shipped orders, I always enter the tracking numbers at eBay right away, so the shipment can be traced.
I have been active on eBay for 12 years, I am a business seller, have the service status “Above Standard” and 100% positive feedback. That is why I find it hard to understand why my entire selling activity remains blocked.
That eBay withholds payments during the review is absolutely no problem for me. I only ever received my payouts monthly anyway. The amounts can gladly continue to be withheld until everything has been fully clarified.
All I want is to be able to sell again.
Some of my shipments went to very distant countries and naturally take longer. If a shipment is ever delayed or a problem occurs, of course I take care of it. However, this has not caused any problems with my buyers so far.
I have now contacted eBay several times and also written several emails, but unfortunately I am not getting any clear information about why my seller account is still restricted.
After a week without the ability to sell, I therefore urgently ask you to review my case again and tell me specifically what is still standing in the way of reactivating my seller account.
Kind regards
Gökmen
bootyooty
·1 month agoMia isn't here today, but I've now called Vera in to help with the problem.
rehabmobil
OP1 month ago@mia@ebay
Subject: Request for specific clarification regarding my account restriction
Dear eBay team,
I am reaching out to you again because I honestly no longer know who else to turn to.
Today I spent many hours on the phone with eBay customer service several times. I was repeatedly told that my account is restricted and that only the relevant specialist department could review and/or lift this restriction. I was transferred multiple times, unfortunately without receiving any concrete solution or explanation.
My previous emails have also mostly only resulted in general information about the ongoing verification.
That is why I would like to kindly ask you for a specific response regarding my account:
For what exact reason is the restriction on my seller account still in place?
What is currently still missing so that my account can be reactivated for selling?
And for what specific reason are my payments still being withheld?
I would like to explicitly emphasize that the withholding of payments is not the actual problem for me. The money can gladly remain with eBay during any necessary review.
My much bigger problem is that, as a commercial seller, I have not been able to sell at all for days and no one can tell me specifically why the complete restriction is still in place or what else I need to do.
I have been active on eBay for many years, have 100% positive feedback and the service status “Above standard.” I have submitted the requested information and documents and added the corresponding tracking numbers for my shipped orders.
Therefore, I am not asking for a general explanation of possible security or verification checks, but for a specific review of my seller account and a clear answer:
What is still unresolved with my account and what exactly do I need to do for the selling restriction to be lifted?
After the numerous phone calls and emails, I would really appreciate a clear answer from you.
Kind regards
Gökmen
rehabmobil
OP1 month ago · EditedHello everyone,
to be honest, I’m slowly running out of ideas about what I should still do in this case.
DHL clearly shows the shipment with tracking number CY293352816DE as successfully delivered.
In DHL tracking, the recipient’s name Melody Wang, the destination in China, and the successful delivery on 03/09/2026 at 17:31 are listed.
The order on eBay itself is now also shown as delivered.
Still, I keep getting the same reply from the High Value Claims Team: because the item value is over 750 USD, I’m supposed to submit an additional delivery confirmation with signature.
But I don’t have exactly that kind of additional signed delivery proof. The package was sent normally with DHL and tracking. It’s not a registered letter with return receipt.
Something like this has never happened to me in all my years on eBay, and by now I really don’t know what else I can provide. DHL confirms delivery, the recipient is named in the tracking, and eBay also shows the order as delivered.
The case has now been put on hold for another three days. At the same time, I was informed that without this additional signature proof, a refund to the buyer may possibly be issued.
Maybe someone from the eBay team could please help me here and explain what I can specifically still do in this situation. Something just doesn’t add up for me here.
Best regards
Gökmen
mia@ebay
·1 month agoHello @rehabmobil ,
many thanks for your post
When I checked your account, I could see that verification has not yet been completed. The colleagues from this department send a message when verification was successful, or if there are any further questions. Please keep checking your inbox from time to time.
What I did notice, however, are the payment holds. Please urgently take care of clarifying that. In the oldest case, I can see no change in the shipping status for a long time. Your buyer therefore did not receive the delivery as agreed. You should urgently reach an agreement with the buyer and file an inquiry with the shipping company.
In the next case I checked, your shipment was not handed over by customs for domestic delivery to the buyer. It looks as if the shipment is on its way back to you again. I can't see why customs did that. Here too, the buyer has not received their delivery and the case must be resolved in accordance with the buyer protection guidelines. Please go through these and the other holds once and clarify them.
You can find the list in your seller cockpit under Payments - all transactions or via this link.
Please change the first selection here from "All statuses" to "On hold"
Since these are items with high order values, this will also be a reason for the review.
@petersmodellbahnstuebchen & @perfect-sally - thanks for your support
Kind regards
Mia
rehabmobil
OP1 month agoHello Mia,
many heartfelt thanks for taking the time and personally reviewing my account. Your detailed feedback helps me a lot, and I really appreciate your support.
Regarding the payment holds, I would like to briefly explain something:
For all items that I send with a shipping company, I enter the tracking number immediately after shipping with eBay. As far as I can see, the corresponding tracking numbers are also stored in the respective orders.
One of the cases you mentioned concerns a shipment to China:
Item: Alber E-Motion M25
Tracking number: CY293352816DE
According to the official DHL tracking, this shipment was already successfully delivered in China on 03/09/2026 at 17:31.
If you check the tracking number CY293352816DE stored with eBay directly in DHL tracking, it should also show the status “The shipment was successfully delivered”.
Unfortunately, this delivery status does not seem to have been updated accordingly at eBay so far. On eBay, the shipment is still shown as if delivery has not yet been completed.
I had already informed eBay about this and pointed out the successful DHL delivery, but so far the status at eBay has not been updated accordingly, or the case has not been closed.
If you have the opportunity, I would be very grateful if you could take another look at this case. From my side, the tracking number was entered correctly and DHL confirms successful delivery.
I will of course also check the other payment holds you mentioned individually and take care of them.
But I would like to clarify one point that is important to me:
The fact that eBay initially withholds the corresponding amounts during the review is not a problem for me personally. I’m in no hurry here. eBay can of course withhold the relevant amounts for as long as the respective issues are fully clarified.
My actual problem is the restriction on my seller account.
I am currently unable to list any new items and therefore cannot continue my sales activity as usual. As a commercial seller, this restriction is much more problematic for me than the temporarily withheld payouts.
That is why I would like to make sure that I have done everything on my part that is required for the ongoing verification.
If the identity check simply needs a little more time, I will of course wait patiently for it to be completed. However, if anything else is still needed from my side, I would be very grateful for a short note so I can take care of it right away.
Thank you once again very much for reviewing my account and replying to me so thoroughly.
Kind regards
Gökmen
rehabmobil
OP1 month ago · EditedHello,
Thank you again for your support.
I would like to briefly inform you that the shipment status has now also been updated directly on eBay.
For the order in question, it now clearly shows:
„Delivered on 3 Sep“
and
„Great! Your order has been delivered.“
This means that not only the official DHL tracking, but also the eBay system itself now confirms successful delivery.
I suspect that the buyer may also have confirmed receipt on eBay accordingly or marked it as received, which is why the status has now been updated.
I had previously contacted the buyer via eBay and asked him to confirm receipt, provided the item had actually arrived.
I therefore hope that the delivery status now shown on eBay can also be taken into account in the further review of the case.
Thank you again for your support and the renewed review.
Kind regards
Gökmen
petersmodellbahnstuebchen
·1 month agoHi @rehabmobil
You need to correctly tag @mia@ebay here in the forum if you want her to read your reply in a timely manner. She is still active in the forum until 14:00.
After that, the lovely @selina_b@ebay is responsible for the forum.
mia@ebay
·1 month agoHello Gökmen @rehabmobil
the restriction is also related to the review and the open cases. You can also find this notice in the red banner in the customer account under payments. Due to the number of unresolved deliveries and the high order value, no early release for further selling can be given. While the review is running, the open cases should be clarified. I saw that the colleagues from the USA are already working on the delivery for the item to China.
I myself have just forwarded a case, Activrollstuhl. The colleagues said that this should be updated within the next 30 minutes.
I can't find any shipment data in the order Reck Motormed 2.
I can't check all sales for you. Please go through the list of all orders yourself once so that everything is already clarified. Make sure all tracking numbers are stored, and that buyer inquiries have been answered. If you can track a delivery but it doesn't match in your eBay account, send us the proof by email.
Only when both challenges have been clarified will approval be possible.
Kind regards
Mia
rehabmobil
OP1 month ago · Edited@mia@ebay
Hello Mia,
first of all, many thanks for taking the time to look at my account and the individual cases and to help me clarify things. I really appreciate that.
Regarding the Reck Motomed Viva 2, I’d like to briefly explain why there is no tracking number stored there:
The buyer lives very close to me. That’s why I personally brought the device to her and handed it over directly. So in this case there was no shipping carrier and accordingly no tracking number that I could have entered on eBay.
The buyer received the item properly and then also left me positive feedback. In her feedback she explicitly writes:
„Item matches the description. What surprised me was the delivery. Ordered and paid yesterday, delivered today. Faster than that isn’t possible. Thanks. Happy to buy again.“
In my view, the buyer makes it very clear here that she received the item and was satisfied with the transaction.
With my normal shipping orders, I really am very careful with the tracking numbers. As soon as I ship an item, I always enter the tracking number on eBay the same day. I will still go through the list once again in full, as you recommended.
What I do find a little puzzling at the moment, however, is the case with the Alber E-Motion M25 to China.
DHL clearly shows the shipment as successfully delivered. In the meantime, the status has also been updated directly on eBay and now explicitly says:
„Delivered on Sep 3“
and
„Great! Your order has been delivered.“
Nevertheless, the High Value Claims Team is still requesting an additional proof of delivery with signature from DHL, since the item value is over USD 750.
I can’t quite understand that at the moment, because both DHL and eBay now show the shipment as delivered. In addition, I contacted the buyer and asked her to confirm receipt on eBay, provided she received the item properly.
Perhaps you can tell me whether this additional signed proof is still actually required, even though the delivery status has now been confirmed on eBay.
Thanks again, Mia, for your time, your support, and for looking into the cases.
Kind regards
Gökmen
rehabmobil
OP1 month ago@mia@ebay
Hello Mia,
could you please take another look at my situation?
That eBay withholds the amounts during the review is not a problem for me. The money can stay there until everything is sorted out.
My actual problem is that my entire selling activity is blocked. I can't list any new items and my offers are not visible.
I am a commercial seller, have the service status „Above average“ and 100% positive feedback. That's why I don't understand why the restriction is still in place and how much longer I have to wait.
Despite several contacts with customer service, unfortunately I'm not getting a clear answer. In addition, I'm surprised that my account is managed by eBay Germany, but the processing is partly done from the USA.
Is this currently a general review or is there a specific reason for my account?
I would really appreciate it if you could give me some clarity on this.
Kind regards
Gökmen
perfect-sally
·1 month agoYou already received the following statement from Mia yesterday, among other things:
Due to the number of unresolved deliveries and the high order value, no early approval can be given for continued selling!
rehabmobil
OP1 month agoHello perfect-sally,
yes, I understood that. But exactly this point is what is causing me difficulties.
The tracking numbers are stored with eBay and the deliveries can be traced. For the China shipment, even DHL and eBay themselves now show “delivered.” Nevertheless, a signed proof of delivery from DHL is additionally required. I’m experiencing something like that for the first time.
I currently have no open complaints about my items and also no negative reviews. The fact that eBay withholds the payments during the review doesn’t bother me at all.
What I don’t understand is the complete restriction of my seller account. I’m not a new private seller, but have been selling commercially for years. Why does my entire selling activity have to come to a standstill because of that?
If shipments hadn’t arrived or complaints were piling up, I could understand that. But in my situation, I simply don’t understand this complete restriction – especially since I haven’t been getting a clear answer to my inquiries so far.
Still, thanks for your hint.
Best regards
Gökmen
perfect-sally
·1 month agoI can invite the staff member present again, but she will most likely not be able to say anything different about it.
Hello @anna_s@ebay would you be so kind and take another look? Thank you very much 🤗
rehabmobil
OP1 month agoMany, many thanks for taking such good care of this and trying to help me further in this difficult situation. I really appreciate that very much.
This is actually my first time in the eBay Community, and until now I didn’t really know exactly how everything works here.
That makes it all the more nice for me to see that it’s not just eBay staff helping here, but that other eBay sellers also support each other and try to find a solution together.
I really think that’s great. Many, many thanks for your help and for now even calling in a staff member for me once again.
Kind regards
GökmenHello perfect-sally,
many, many thanks for taking such good care of this and trying to help me further in this difficult situation. I really appreciate that very much.
This is actually my first time in the eBay Community, and until now I didn’t really know exactly how everything works here.
That makes it all the more nice for me to see that it’s not just eBay staff helping here, but that other eBay sellers also support each other and try to find a solution together.
I really think that’s great. Many, many thanks for your help and for now even calling in a staff member for me once again.
Kind regards
perfect-sally
·1 month agoThat’s what the community is for, and often you’re much better off here than with the phone jokers.
anna_s@ebay
·1 month agoHello @rehabmobil ,
thanks for your message.
As I can see, you are already in contact with us both by phone and by email. As already told you today, we ask for a little more patience. You will receive a message from us once the review is complete.
We regularly review our sellers' user accounts so that eBay remains a safe marketplace. If you have more detailed questions about why your user account was restricted, it’s best to ask there by email. That way you’ll be directly with the specialist department.
@perfect-sally Thanks <3
Best regards
Anna
petersmodellbahnstuebchen
·1 month ago@rehabmobil
Hi Gökmen,
unfortunately I’m only seeing your post now.
Get in touch again tomorrow morning, then an Ebay employee can take a look in your account and check whether anything is still missing.
Best regards from the Baltic Sea
Peter
rehabmobil
OP1 month agoThank you very much
rehabmobil
OP1 month agoGood morning Peter,
as you suggested yesterday, I'm getting in touch with you again briefly this morning.
It would be very nice if an eBay employee could take a look at my account and check whether anything is still missing on my side or whether I simply need to wait for the ongoing verification.
Thanks again for your help!
Kind regards
Gökmen
perfect-sally
·1 month agoGood morning @mia@ebay could you take a look, please? Thanks