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Securing Your Account and Reporting Account Theft

eBay works hard to keep your account information safe, including working with you to protect your account from unauthorised use.

The information here can help you secure your account if you encounter one or both of the following situations:

  • You responded to a hoax or phish email with sensitive, personal information. Find out more about recognising spoof emails.

  • You think someone has stolen or is trying to take over your eBay account. Your account may have been hijacked if there are listings or bids on it that you did not make or if your password has been changed, but not by you. First check with family members and others who may use your account to ensure they didn't make the changes.


How to secure your account

Try to sign in to your eBay account.

  • If you can't sign in, or require additional assistance:

    • Please contact us by clicking the "Get help" link on the page.

    • If your account has been compromised, we will send you a request to change your password, but for security reasons, will not provide your password.

    • For your protection, we may place a temporary hold on your account.

    • eBay can also help remove unauthorised fraudulent bids or listings.

  • If you can sign in :

    Please follow the steps outlined in the table below to secure your account.


  • If you are not able to sign in, contact eBay for additional assistance. If your account has been compromised, eBay will work with you to secure your account. eBay will send you a request that you change your password (not provide your password) and may place a temporary hold on your account.

Steps to secure your account What to expect and why it's important

1. Change the password on your personal email account.

Anyone who has access to your email account may be able to gain access to your eBay account, so it's important to ensure your email account is secure. Make sure your email password is different from your eBay password.

2. Request a new eBay password from the Change password page.

After you enter your User ID, you'll be asked a few questions related to your account. Once you've answered at least one of these questions, an email is sent to you with instructions so you can complete your password change. If eBay ever wants you to change your password, you'll receive an alert in My eBay, never via an email.

If you still can't change your password, review your contact information to be sure the email address on your account is correct. Do also check your email account's spam filter settings to ensure it's not keeping you from receiving email from eBay.

3. Change the Secret Question and Answer on your eBay account.

If you don't have a secret question, you can create one after you've completed these steps.

4. Verify your personal contact information registered on your eBay account and change anything that isn't correct.

If your account was hijacked, the contact information on your account may have been changed without your permission.

Check your contact information, the information on your Sell Your Item form, and your postage address. If anything was changed by the person who took over your account, change it back.

If you think your PayPal account may have been compromised, contact PayPal immediately.

5. Search for any active bids or listings that may be unauthorised.

You can review active bids and listings from your My eBay page. If you find any active bids or listings that are unauthorised, you may be able to retract the bids and end the listings. If you see unauthorised fees when you review your selling account, please contact eBay to request a credit.

6. Take additional steps to protect your identity.

Take further steps to protect your identity if you provided information to a spoof Web site or replied to a spoofed email.


Preventing future account theft

  • Find out about creating a secure password. Strong passwords help prevent unauthorised account changes.

  • Find out about creating a secret question. Get tips on choosing an effective secret question that helps you when you forget your password, but keeps others from tampering with it.

  • Educate yourself on recognising and reporting spoof emails and Web sites impersonating eBay . The most common way for an eBay account to be compromised is through spoof emails designed to access members' passwords and other sensitive information. Please forward any suspicious or unexpected emails claiming to be from eBay to us at the email address

  • Find out about spyware and how to find and remove it from your computer. Spyware is softward downloaded onto your computer without your knowledge to collect personal information and record your behaviour on the Internet.

It's also a good idea to review the Spoof Tutorial and other online security information available from the eBay Security Centre.

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