Cannot change or remove phone number.

[phillwv]

Have 2 mobile numbers added, one each under 'Home' & 'Mobile' and want to remove the 'Mobile' number (no longer operational).

No option to remove mobile as it wants another ph # and won't accept the home number as it's already used as... the home number! 

Following the help doco, there is no option to edit, swap, or change when number is 'tapped' 

On a PC using Edge browser.

[kernowlass]

@phillwv 

https://www.paypal.com/au/cshelp/article/how-do-i-add-and-confirm-change-or-remove-a-phone-number-on...

• To remove a phone number, tap the number, scroll down, and tap remove. (You can only remove a phone number if you have at least two added to your PayPal account.)

[phillwv]

Hi, thanks for the reply. Appreciated.
I seem to be in a catch-22 situation. I have two phone numbers, both mobiles. One is under "home" phone and the other is under "mobile." I cannot add either to the other in order to delete the original, because I get the message "This phone number already exists on your account."
And, of course, I cannot delete either from its category unless I add another - it would seem that I need to buy a third phone to get around this apparent gotcha.
It's like the web page designer never tried this themselves.

Am I missing something?

[PayPal_Olivia]

Hi @phillwv, 

Thank you for your post and welcome to the Community! I'm very sorry to hear of the situation you've experienced adding a number. It is not possible to remove a mobile number without a new mobile number added. If you've already designated a mobile number as your home number, you will need the assistance of Customer Service to add it to the correct section. If you no longer have any mobile number, the old number cannot be removed.

I'm sorry for the inconvenience.

Olivia

[phillwv]

Thanks Olivia. 

This at least confirms I'm in a 'no-solution' situation with regards old numbers.

I was also going to question the designations "home" and "mobile" and what purpose does "home" serve. I do actually have a third phone, and it's my actual home phone - the "landline" - which I was unable to add because it was rejected due to it being a VoIP number. Well, it used to be a hard-wired copper line, but like every such phone in the country, it's now via fibre, and hence VoIP.

Then there's the issue with 2FA. Since PayPal ceased using the physical card to generate a key, I've been forced to reluctantly use the relatively insecure SMS. I've now lost that facility by trying to change to a different phone, due to, per in the original question, that number no longer being available. 

You needn't respond to these multiple issues as there appears to be no resolution. I just need to air them here in frustration. 

Kind Regards, Phil.

[GrandpaG]

The only way I've found to do this is to use the Paypal Assistant (online chatbot). You can get to the Assistant through the Contact Us link at the bottom of the page. Reply Remove Phone and you'll be prompted through the process.

[MaralynManson]

I was hopeful for a moment @GrandpaG you had found a solution. Only the instructions - whcih need updating as there's no "remove" option any longer it seems.

[Mooz80]

@MaralynManson Have you found a solution yet? I'm in the exact same situation, trying to remove a phone number that does not exist. Thanks. 

[stephanie984]

Use the AI chat in the bottom corner and tell it you need to remove an old/inaccurate number and it will walk you through the steps. Just did it for mine and it worked fine. Wish the help topics would have mentioned it was as easy as using the chat bot so we don't have to spend ages searching around for an answer.