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?

[ailsadell]

Ok PayPal...what happens if your mobile phone is lost or stolen ?.  How on earth do you send me a verification code or call me on a mobile device I don’t have?  How would I access my PayPal account and money from other devices..?.  Have you thought of that issue in your wisdom as I can find no solution to this?

[AndyBebb]

If SMS is essential to log in, then presumably people like myself who do not use a mobile (or live in an area where there is no mobile coverage) can no longer use Paypal. WHy can't PayPal offer an alternative such as automated voice messages sent to a landline as my bank does. My credit card provider does this so there is no reason to continue using PayPal as I can use my card online.

[vico1]

Good idea Andy but to do this you would have to have more that one brain cell

[c1a]

I no longer have the phone number (landline) registered to the account and now when I try to log in I am asked to verify it is me by taking a call but the number is no longer active. So I get the following error.

We're sorry, we couldn't confirm it's you.

Need a hand? We can help

I tried the message centre and first agent said make new account? (yes they really did)

I tried again an hour later and the second agent said phone up.

I try to phone up, and I am told by the long and drawn out automated system after endless steps that they currently cannot help me right now please check online help and then the line goes dead (unbelievably frustrating) so seem stuck in a pointless paypal loop.

[DaphneZ]

Same here... They taking the pi** with their customers. Terrible service.

[EwanBrown967]

Some 'numpty' at Paypal has not thought about this very much!

[JoCaBa]

Sorry, Olivia. SImply saying that the ability to receive an SMS message is a requirement for logging on is not an answer to the problem.

Do you, personally, think it is acceptable that people who do not have a mobile phone should be unable to use PayPal?

Do you think that people who live in areas where there is no mobile phone signal should be unable to use Paypal?

Surely the whole point of Paypal is supposed to be that anyone can use it anywhere - that is, after all, what Paypal's advertising tells us.

[Eei2]

Why don’t you send me the code to my new number then? Could you please answer the real question - how we can get into our own accounts after changing the phone number?!

[jimiblu]

Have you had any luck regarding logging in?

[Jlbon]

That's all very well, but when you have all the required services, but you don't have the same number... How can this be resolved.. it isn't a difficult thing to implement a second line of authentication.. maybe try a secret question, and pet's name, via a link to the original email to recover.. and enter new number, bingo.. still secure.. but no lost customers...