No response on customer care numbers - Locked out of account as OTP Going to old phone

[tall40guy17]

Hi -

One of my employee has a problem - She is a Paypal user from 15+years and all these year, I have been paying her salary via paypal.  After I made the last payment, she is not able to login to her account. She knows her account id and password, but after she enters them it suddenly prompted an OTP verification and sends to OTP to an OLD mobile number that she is not using anymore. She seems to have forgotten to update her new number in PayPal, which is really turning out to be a big problem now.

To resolve this issue she tried the following with NO LUCK ...

1) She has been calling the customer care numbers listed here - https://www.paypal.com/ph/smarthelp/contact-us and https://www.paypal.com/us/smarthelp/contact-us    (  US time zone and Philippines time zone) for 2 days at different times during the day and night. IVR responds and after she gives the detail it's a "Login Issue", The standard IVR response is --- WE CANNOT HANDLE THIS QUERY CURRENTLY.  She has ensured she is calling during business hours of US and Philippine timezone respectively.

2) The IVR also states to leave a message or contact via in the Message Center. The sad thing is, to leave a message in the Message Center, one has Login in. and her issue is she is not able to login. It's a chicken and egg situation. I'm not sure how you expect customers to reach out to you in such situations.

3) She tried reaching out via Facebook and Twitter (https://www.facebook.com/PayPal   and  Twitter: @AskPayPal ) too and both response was to call customer care numbers.

3) Finally she reached out to me requesting help to check if I can post her query and have someone reach out to her or guide some way she can reach to customer care support.

Appreciate any help.

[kernowlass]

@tall40guy17 

All we can do is give all the options to contact customer services, if they are not responding then there is little else anyone on here can do about it.

Its important to keep personal information especially phone numbers up to date on a paypal account.

Contact options for each countries Paypal customer services are accessed by clicking help/contact bottom left of Paypal pages.

1. Paypal phones (you can use the guest option if you can't log in).
2. Live chat is also randomly available.
3. You can send them a message, (during business hours you may also be able to message whilst logged out).
4. Have you considered contacting Customer Service via Facebook or Twitter?
You can send them a personal message from their Facebook or Twitter pages.
It's: https://www.facebook.com/PayPal and @AskPayPal for Twitter.