Multi-factor authentication is different from 2 step verification, which is optional and only happens at sign in. However, multi-factor authentication is mandatory and may be required at certain times such as when you initiate a refund, update your on-file payment method, email address, phone number and more. It's an extra layer of security to ensure your account is protected.
For example, you may be required to enter your password, give a one-time passcode or approve a push notification to your device. If you're having trouble receiving the code by text/call/email, restart your device and try again to resolve the issue, or check our troubleshooting steps below.
If you have employees who manage aspects of your eBay account, you'll need to ensure they can all log in and complete authentication with their own details. For more information, see our article on Team account access.
Tip
If you change your address or phone number, or set up a new email address, please update your contact details as soon as possible so your account information remains correct. You can do this in the Account section of my eBay. For more information visit our article on Updating your personal information.
Code not received
If you’re having issues receiving the code to your device, or are getting an error, please check the following troubleshooting tips:
- Leave your browser open until you recieve the code. Don’t leave the sign in page, close, or click back on the browser, otherwise the old code will be revoked and you will receive an error message.
- Enter the code within 15 minutes and check your spam folder if you’re not seeing it in your inbox.
- Make sure your phone can receive SMS/text messages and that you have proper reception before sending the code. Landlines aren’t supported.
- Make sure that your SIM settings are set to either SIM1 or SIM2, depending on where the number is.
- Make sure you have the correct network type selected in the settings. Usually this is "Automatic" and selecting from G3, G4, or G5.
- If you have a Pin verification system, make sure you use it to login. (Face ID, Fingerprint, Windows 10/11 PIN, etc.).
- When using apps like Signal or Treema, some users don’t receive our SMS codes.
- If you have a landline, you won’t be able to receive a code to your device. In this case, you may be able to request a voice call. If there’s no option to request a voice call, please contact us instead.
Invalid Phone number
If you’re unable to authenticate because the phone number you’ve saved is incorrect, you can select I have a new number to get the number updated to access your account. You’ll then be asked to verify your identity by taking a selfie.
Tips for taking a selfie
- Make sure the image isn’t blurry
- Make sure your ID document hasn’t expired
- Document must be a driver’s license or ID card, passport, or resident card