Good morning, I’m writing here because for over 30 days I’ve been trying to solve a technical issue related to my public seller profile, without being able to get any real handling through phone support, chat, or a ticket. The problem started after the username change made on April 19, 2026. My current username is “asakamodels”. The account works normally: - I can log in from the web and the app; - the listings are active; - the listings are visible and can be purchased. The problem, however, concerns the public seller profile linked to the username. In my case, when I access my seller account, the problem shows up both on the web and in the mobile app: when I click on my username/seller profile, the public profile does not open correctly and the message appears: “Sorry, this user was not found.” On the potential buyer side, however, from the tests I’ve done the problem seems to show up especially in the eBay mobile app: clicking on my seller name from one of my listings or from the “Other items from this seller” section, the public profile does not open correctly and the same error message appears. So this is not a login, cache, browser, cookie, device, or app reinstallation issue. The error also appears on the buyer side. From what I can see, the error also appears simply by opening the profile ( view listing ) from this discussion of mine. I have already contacted eBay support several times. A case was opened, SR# 1-506131833451, but the case was mistakenly classified as a login/cache issue, while the real problem concerns the public seller profile / username resolution / seller profile visibility. In a chat on July 6, 2026, an eBay agent checked the problem directly and confirmed seeing the error “Sorry, this user was not found.” I was told that the case would be transferred to another department, but I have not received an updated case number, a written confirmation of the escalation, or any traceable technical feedback. I’d also like to point out that the email address customerhelp_it@ebay.com , from which I had received communications related to the ticket, was described to me in chat as an address used by eBay to send communications, but to which it’s not possible to reply. That would explain why my replies and follow-ups by email never got any response. The issue is important because on the buyer side it can undermine trust in the seller: a customer who tries to open my profile sees a message saying the user was not found. I’m asking whether anyone has already had a similar problem after a username change and whether there is a correct technical channel to have the synchronization between username, seller account, public profile, and feedback page checked. Thanks.
