Phone number changed - can't log in

[SaintDH]

My mobile number changed a few years ago but I never updated my profile. 

Now I can't log in as Paypal wants to send me a text on the old number to verify the account.

I've tried logging in from a different browser which doesn't work.

Also tried using the Help Chat system, but this also requires me to log in to proceed.

Tried ringing the help support number but spent ages going round and round in circles with the automated options, could not get to a point of speaking to an actual person.

Funny thing is, when I selected 'Ask the Community' to access this forum, it allowed me to log in to create this profile to do this!

Really stuck as to how to resolve. Would really appreciate if anyone can offer some help with this please?

[KSharqi]

Hello everyone, this information might be helpful to you.

After being locked out of my PayPal account for a week or so, I finally managed to log into my account!

I had the problem of the old unused phone number which I couldn't activate and therefore I was unable to receive the code via SMS.

After reviewing many options, I took me days to find an older email (from October 9th) in my inbox from PayPal.

The email is at the end of this message in quotes.

After clicking on the link to go to "Policy Updates Page" I reviewed the entire page and then clicked on a link that said "Decline and close my account" and after that I was able to change my phone number and I was logged in!

Really glad that worked for me! Maybe it will work for you too.

This is all I know, good luck!

The email:

Hi Karolina,

We’re making some changes to our legal agreements that will apply to you.

There is no action needed from you today, but if you would like to learn more, you can find details about these changes, when they apply and what you can do if you want to decline the changes on our Policy Updates page. You can also view these changes by visiting paypal.com, clicking ‘Legal’ at the bottom of the page and then selecting ‘Policy Updates’.

If you have questions about any of these changes or your account, please don’t hesitate to get in touch with us.

Thank you for being a PayPal customer.

Sincerely,
PayPal

[Willbar]

Is there anyone from PayPal that can help users to access their accounts due to incorrectly stored contact numbers? Does anyone have a contact email for PayPal?

[Tallulah4]

Been having the same issue with an old mobile number attached to my account and no response from customer services. 

I have now managed to access my account and change my number and have been able to authenticate my new number.

I reset my password (I'm based in the UK, so not sure if it will work in other parts of the world) and this allowed my to login to my account and then I could change my mobile number, I then logged out and when I went to login, I had to authenticate my new number before accessing my account.

Hope this helps others who cannot access their accounts when they have changed their mobile number.

[per66]

I've been struggling with this issue for a while and even help center told me to close my account, which kinda impossible for me to do that unless I'm login in. also I have a bank linked to my account so I can't use the bank again for another account there's a limit to that! please help me know how you pass this and changed your phone. thanks in advance.

[frugleflu]

Yesterday I changed my password and it took me back to the log in PSD2 page with my old defunkt mobile number, after checking on here again today, I decided to try it again and change my password and it worked after clearing my cache and cookies, i was able to edit the phone number albeit saying 'Mobile' and i have enetered in my landline.. I'm hoping this works.

Paypal: My mobile phone contract came to an end and due to fighting Cancer, I have decided it isn't worth having another, besides, i live in the country with fairly poor coverage, I do sincerely hope you are not going to penalise people for not having a mobile phone and also because they are sick or disabled..

[Sten750]

Really can't thank you enough for this!

[ANGELIK1]

I did it!! It didn't work for me as you described!!

[bratfordlad]

Hello

I have two paypal accounts, one I've had for 8/9 years used for savings and some payments. Now every log in attempt comes up with the PSD2 screen showing my old number and I neglected to update it I cannot gain access to any services whatsoever. Is there some way of contacting PayPal? I am desperate, please help!

Chris

[slacker99]

I live in the UK and access my bank, sainsburys, tesco, ebay and other shops online, yet NOBODY else has switched to this system.

If you wanted to find a way to lose customers then this is it.  I'm not going through this whenever I want to buy something on ebay for ₤3.  It's ridiculous.

[OldSalt2]

For some months PayPal have been pestering me for a mobile number and giving every indication that it would soon be essential for PSD2 authentication and I was beginning to believe I would very soon not be able to use my PayPal account as I do not have a smartphone. That would lock me out of buying from suppliers who only accept PayPal.  Today, for the first time in many years of use, PayPal did require authentication of a payment but they did it via my landline phone by giving me a one-time number to key into my phone when they rang me. Very easy and if they continue with that system a glimmer of hope for those like me who do not use smartphones. Let's hope they continue with this system although it is unlikely to help all those respondents who gave PayPal a mobile number that they now find they cannot change!