Error Message - Some of your information isn't correct - login issue

[cateye3349]

Hi all! I'm hoping someone can help me out. I have already spoken to customer service, and I'm not sure what else to do! I've been trying for several days to log into my account via desktop and smart phone. I needed to print a shipping label for one of my customers, but I cannot log in using my email or password (running Google Chrome on my desktop and Safari on my smart phone). I tried to login as usual, but then it brought up an error message that some of my information was not correct. My password is indeed correct, as is my email address. So, I contacted customer service and we reset my password and security questions. I tried to login again (while still on the phone with customer service) and again, the message that my information wasn't correct appeared. She suggested that I try different browsers and I also downloaded Firefox for my PC, and that didn't work either. I went back to Chrome and cleared all browsing data and cookies, but still no luck. Please help! Just a side note, I am able to log in to the PayPal app via my smart phone using only the PIN that I have set up, but couldn't log in using a regular email and password. So strange! If anyone has any advice, that would be much appreciated!

[DPCreations]

Have you made any changes to your computer or router recently?

Have you recently done a virus scan on your computer?

Are any kegloggers on your computer?

Do you have access to all areas of your account from your smartrphone?  Can you change your email address from your smarrtphone?

[cateye3349]

Hi! Thank you for the reply! No changes have been made to the computer or router. I just did a virus scan and no threats/issues were reported. I restarted everything as well. I am not aware of any key loggers on the computer. Just for a FYI, my mom and sister can log into their accounts on this PC and their own devices with no problems. Is this weird or is it just me? Via my smartphone, when I log in to the app or via the mobile site using only my Pin, I can transfer money, etc., so I do have access to my money. I have an alternative email attached to the account and tried to log in that way as well, but no luck.

[sharpiemarker]

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@cateye3349 wrote:
Hi all! I'm hoping someone can help me out. I have already spoken to customer service, and I'm not sure what else to do! I've been trying for several days to log into my account via desktop and smart phone. I needed to print a shipping label for one of my customers, but I cannot log in using my email or password (running Google Chrome on my desktop and Safari on my smart phone). I tried to login as usual, but then it brought up an error message that some of my information was not correct. My password is indeed correct, as is my email address. So, I contacted customer service and we reset my password and security questions. I tried to login again (while still on the phone with customer service) and again, the message that my information wasn't correct appeared. She suggested that I try different browsers and I also downloaded Firefox for my PC, and that didn't work either. I went back to Chrome and cleared all browsing data and cookies, but still no luck. Please help! Just a side note, I am able to log in to the PayPal app via my smart phone using only the PIN that I have set up, but couldn't log in using a regular email and password. So strange! If anyone has any advice, that would be much appreciated!

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Did you restart the devices too? Are the browsers the current versions?

[cateye3349]

Hi! Thanks for the reply. Yes, I restarted all devices and made sure all things were up to date. I told the other poster to my reply that my sister and my mom are able to use this PC and their own devices and log into their accounts with no issues.

[DPCreations]

I suspsect the problem is likely that your mom and sister both use your computer for their own accounts.  I suggest you clean up all traces of their accounts on your computer and then call PayPal customer service for a reset.  You could also investigate all other accounts on your computer used by other parties.

[cateye3349]

Thank you for the reply. I cleared their information and restarted the desktop. I was able to log in to the account via email and logged out. I tried to log in again, but received the error message again. I'll call CS again. Thank you for your help. It is very much appreciated.

[DPCreations]

Another question:  Is your computer set to remember any passwords?  Is anyone on your computer have any accounts that remember passwrods?  Are you using any password remembering options?  Do any fields self-populatate when anyone signs in for anything?

[cateye3349]

Hi! The computer is not set to remember any passwords and doesn't self-populate in any fields. I just got off the phone with CS, and they said to follow similar steps that I've already been through. Just so you know, too, I tried to log in again via computer, smartphone, and laptop (no one else uses it except me) all different (and updated) browsers. Same error message. I'm at a loss as to what to do! Very frustrating!

[DPCreations]

I've never tried PayPal on my laptop, just computer, and I don't use a smartphone for PayPal.  I use PayPal Here on an Android tablet while PayPal loginis active on computer.

It's almost like you might not be successfullly logged out, maybe, or something in the PayPal system.  Do the PayPal agents seem to comprehend your problem or are they just reading a script?  If comprehension of English and lack of real practical understanding, you may need to ask to speak to another agent, even specifying one who is a native English-speaker.  Just keep pressing on until you get an agent who can troubleshoot without a screen flow chart.