Keeping Your Account Information Secure

The security of your account is important to us because it is central to your business. We recommend the following best practices to reinforce the security of your Ceylexo account:

Seller Account - Security best practices

Set up Security Image Verification for all of your Ceylexo accounts. You can protect your account from mistakenly access fake similar webpages and being your credentials exposed to third parties. This can greatly reduce the risk of sending sensitive data to third parties by mistake due to your busy schedule.

Set up Two-Step Verification for all of your Ceylexo accounts. You can reinforce your password security in this way as you are required to enter an additional code from your phones when signing in to your account. This can greatly reduce the risk of unauthorized access if the password is compromised.

Pick strong passwords that are different for each of your accounts and change your password regularly.

• Choosing the same password for each of your online accounts is like using the same key to lock your home, car, and office - if a criminal gains access to one, all of them are compromised.
• Use a long password made up of numbers, letters, and symbols.
• Avoid using publicly-available information (For example: your phone number) in your passwords.

Make sure that the email address or the mobile number that you use to sign-in to your account is up-to-date. For more information on how to change your email address or password, see Change Login Settings.

If your business has multiple users, then have each user set up their own account and then link your accounts. Ensure that you regularly review secondary users who have access to your account and revoke access to users who no longer need access.

Review your Notification Settings and ensure that you have the required setup to receive notifications of important actions being taken on your account. Beware of phishing. Ceylexo never asks you to verify sensitive information via email. Submit such information only when completing an order on our website, registering to sell on Ceylexo, or updating account information in Seller Account.
If you are ever in doubt about the authenticity of an email, visit our site directly by typing the address into your browser bar, rather than clicking any links. You can also bookmark our site URL in your browser and click it when accessing.
To find out more about Ceylexo's efforts to combat fraudulent email, refer to the Identifying false (spoofed) e-mails help page.

If your account has been compromised

If you believe your Ceylexo account has been compromised, follow the steps below:

• Change your Seller Central login password. If you are not able to login to your account, contact Seller Support.
• Review the following information in your account to determine if any changes have been made:
  • Email address preferences
  • Payment information
  • User permissions
  • Ceylexo storefront details
  • Listing and condition notes
• Your email account might have been compromised as well. Consider changing the email address associated with your account and use a different password for your email account.
• If you receive emails or links that you suspect are phishing attempts, report them to stop-spoofing@ceylexo.com. For more information, refer to this help page.
• Contact Seller Support to report that your account has been compromised.

Identifying false (spoofed) e-mails

Please check this page: Identifying false (spoofed) e-mails

Supported browsers and operating systems

Supported browsers:

To ensure you are using a supported browser, install the latest version from the browser's website listed below:

• Google Chrome
• Mozilla Firefox
• Apple Safari
• Microsoft Edge

Supported desktop browsers:

• Mozilla Firefox: Latest version
• Google Chrome: Latest version
• Apple Safari: Latest version
• Edge: Latest version

Supported mobile device browsers:

• Chrome Mobile: Latest version
• Safari Mobile: Latest version

Supported operating systems:

• Windows: Latest 2 versions
• Mac OS X: Latest 2 versions

Why do I have to complete a PIN verification process?

The PIN verification process is part of our account verification system. When you reach the PIN verification point of the registration process, we will contact you at the phone number provided in your application. We will then ask you to verify your PIN using our automated system.

Why isn't the system recognizing my PIN when I enter it?

If you are saying the PIN rather than entering the PIN using your touchtone keypad, be sure to speak slowly and clearly. Also, try entering the PIN using the keypad on your phone. If you're still having trouble entering your PIN, please Contact us.

Can I transfer my seller account?

Seller accounts generally are not transferable. Seller accounts provide access to the tools and resources that sellers use to list their products and manage their orders. Seller accounts also include account activity history and buyer feedback. Every seller on Ceylexo must have a seller account and an agreement with Ceylexo that establishes the terms under which the seller lists and sells their products.

If the ownership of a business changes for any reason, the new owner must establish a new seller account.

If the ownership of a business is not changed, but the individuals responsible for managing the seller account have changed, you can add your staff to the account.

Do I have to have a land line to complete this process, or can I use a cell phone?

You can use any phone line where you can receive incoming phone calls and enter a PIN either with your touchtone keypad or by saying the PIN.

Why didn't I receive a phone call?

If you didn't receive a phone call, your phone line may have been busy or congested. If you are using a dial-up Internet connection, make sure your connection to the Internet is closed and try the PIN verification point of the registration process again.

Check the phone number that was entered during the registration process for errors, and make sure it is error-free and includes a country code and no extra 0s. Go back to the registration process to verify the correct phone number has been entered.

I closed my browser; how do I get to the next step of the verification process?

Click the link in your email invitation to sign back into the registration process. Once you log in, you'll be able to pick up where you left off in the registration system.

Why can't I view some pages on Seller Account?

The rights and permissions associated with your account determine which pages you can view on Seller Account. Rights and permissions for your account change based on things like if you have an Individual or Professional selling plan.

By default, the user who registers a new Seller Account account has access to every page and feature. This user, the primary account administrator, can use the User Permissions feature in Seller Account to grant other users (staff) access to their Seller Account account and control which features they can see.

If you are unable to access a Seller Account feature or help topic because you do not have the necessary rights and permissions, ask your primary account administrator to give you access.

Some help topics are also visible without a login. To browse these pages, go to Help & Information Center on Ceylexo Seller Account.

For more information about assigning and modifying user rights and permissions, account administrators can refer to the Set User Permissions help topic in Seller Account.

How can I verify that my bank account information has been changed?

To confirm that your bank account information has been updated, please view the Deposit Methods page in Seller Central. It may take as many as 2 business days for information to be updated.

For detailed help on updating bank account information, please see the Bank Account Information topic.

What can I do if my bank account information is rejected?

Perform these steps to verify your bank account information in order to validate the account information associated with your seller account:

• Go to Settings and click on Account Info.
• On the Seller Account Information page, under Payment Information, click Bank Account Information.
• You can verify your account through the Deposit method page, click on Manage Deposit Methods, and click Verify account to start the verification.
• On the Verify Deposit Method page, upload your bank documents using the Upload a copy button.
• Verify the following:
  • The name on the document matches the name you entered in Seller Central.
  • Bank logo, account number, and account holder's name are clearly displayed.
  • The date on the documents is less than 180 days old.
  • The document is not a screenshot.
  • Upload full document and black out transaction details you do not want to share.
• Verify the information on your document is accurate by selecting the four check boxes. Click Submit for verification. Click Continue on the pop-up screen. The success message 'Your document has been successfully submitted' is displayed.

Note: The document verification can take up to four business days.

Reasons for bank account rejection

Following are some common reasons for a bank account rejection:

• The information entered for the Deposit Method Information does not match the bank account information. Confirm and re-enter the information.
• Your bank is not located in a country supported by Ceylexo.
• You entered the numbers from the bottom of a deposit slip instead of a check. Although these are often the same, in some cases they might not be. Re-enter the numbers using a check.
• Your new bank account validation fails. This happens when details of new bank account added is not correct and you need to enter another valid bank account for the same.

Common issues encountered while adding a new bank account information

• If the country you want to select is not listed in the Bank Account drop-down, set your Business Address correctly and then try to update your bank account.
• If you are unable to access the bank account page or see a forbidden message, ensure either you are the primary user of the account or ask the primary user to grant you the appropriate permissions to use this page. If you are the primary user, grant access to other users.