Security Check - No Longer Have the Card it Wants to Verify

[pinku]

My cousin has encountered the random security screen (see below), but with one major problem:

There is only one card on file for him to select, and he no longer has that card. Because of that, he can't type in the number to verify his account, and he's now locked out of it.

There is no additional security question or any other way for him to verify. Just the one credit card in the pulldown menu that he no longer has access to.

I've verified that the URL is legit and we also tried logging him in on another computer. I found another post in the archives with this same problem, but no one ever replied.

Heeeeeelp.

Thanks in advance!

[The screen reads: "We are currently performing regular maintenance of our security measures. Your account has been randomly selected for this maintenance, and you will now be taken through a series of identity verification pages. Protecting the security of your PayPal account is our primary concern, and we apologize for any inconvenience this may cause."]

[abiquiu_sue]

This happened to my husband this evening.  Give us this info, give us that info, can't use your cards, but you can put money into your acct to purchase, call us from a land line, no you can't use a mobile phone to verify your location.....

Did your cousin ever succede in giving them answers to unlock his acct?

We are still trying.  Its too bad that CS **bleep** so bad.

[PayPal_Olivia]

Hi pinku and abiquiu_sue, and welcome to the forums! 🙂

PayPal takes your security very seriously. To prevent identity theft and unauthorized access, security measures are employed to require the verification of information on an account from time to time. It's important to always make sure that the information on your account is up to date and accurate. This ensures that when a security check occurs, you'll be able to validate that information.

Keeping up to date information also helps prevent mistakes where a defunct funding source is used. Sometimes when you're rushing through checkout, it's easy to forget to review the payment details before clicking to complete the payment. When an old credit card or bank account is on file, it can cause failed payments from a card, insufficient funds fees from a bank, negative balances on your PayPal account, and other sorts of inconvenient issues.

In your situation, pinku, I would suggest that you ask your cousin to contact his credit card company and see if they can provide him his full account number. They will likely have another process in place for identity verification before releasing the information, but once that's completed, the security check can progress on PayPal. Once he's in his account, it is vitally important that he update his financial credentials.

In your situation, abiquiu_sue, that sounds like a limitation. If your husband doesn't have a land line to confirm location, there are usually alternatives listed. Usually documents can be provided in lieu of the location verification by phone.

Please let us know how your situations work out. I hope this helps!

Olivia