Public seller profile error after username change: “Sorry, this user was not found”
Summary: asakamodels is experiencing a technical issue with their public seller profile after changing their username. Although their account functions normally otherwise, potential buyers encounter a "user not found" error when trying to view their profile, especially on the mobile app. Despite multiple attempts to resolve the issue through eBay's support channels, including a support case and chat confirmations, the problem persists. They're seeking advice from others who might have faced similar issues after a username change and are looking for the proper technical channel to address synchronization concerns between their username and public seller profile.
Good morning,
I’m writing here because for over 30 days I’ve been trying to resolve a technical issue related to my public seller profile, without being able to get any real help 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 web and app;
- the listings are active;
- the listings are visible and can be purchased.
The problem instead concerns the public seller profile linked to the username.
In my case, when I access my seller account, the problem shows up both on web and on 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.”
From the potential buyer’s side, however, based on the tests I’ve done, the problem seems to show up especially from the eBay mobile app: when clicking on my seller name from one of my listings or from the “Other items from 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’ve 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 issue directly and confirmed that they could see the error “Sorry, this user was not found.” I was told the case would be transferred to another department, but I did not receive an updated case number, a written confirmation of the escalation, or any traceable technical feedback.
I also want to note that the email address from which I had received communications related to the ticket was described to me in chat as an address eBay uses to send communications, but one that cannot be replied to. That would explain why my replies and follow-ups by email did not receive 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 that the user was not found.
I’m asking whether anyone has already had a similar issue 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.
