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]

Just a thought.., Can everybody in the U.K. please send a COMPLAINT TO THE FINANCIAL OMBUDSMAN... The more people complain to them the more someone will get PayPal to sort this mess out.., Ps. I keep getting told by PayPal I don’t have this verification process in place! It’s a joke. Fortunately I can access my account and have also input my husbands mobile number in in case we ever change our number but an email verification option SHOULD be put in place. PayPal not letting you access your funds is a case for the ombudsman. Please complain.

[Neverfear]

Fully agree - time to report. Ridiculous excuses - just can't resolve this issue, unbelievable. Do you think other online banks have these issues? No. Have 3 online banks including their Apps. Never had any issues. Could call or online chat, sorted - never had this issue, other stuff. Major banks. This PayPal is concerned more about what credit card they want me to use. Would if I can access my PayPal account. They MUST SORT IT OUT TODAY. OR WE ALL MUST REPORT TO THE REGULATORS ON MONDAY. LUDICROUS. They won't do anything, just excuses - I don't want it to be about regulation to blame. Others don't have this issue. Normally USA have great customer service - not now. I don't even have any good explanation when they will resolve and all will be fine now. Please, why am I saying please? Maybe British - USA people would not say please, pretty please.

[Dino68]

RIght finally after over 24 hours of agony of being locked out it was finally sorted. Some pointers here :

forget reaching out to paypal via social media they are all but  usesless - I sent numberous messages to twitter / fb only got 2 replies neither of which were any help - the worst reply was telling me to "login and send a message to support" considering the reason I needed support was because I could NOT login it shows just how much they do not read the messages sent! Support over all dreadful.

Then I noticed when I changed my paypal password before login - it would sometimes re direct me after password and get me into my account. but soon as I logged out again I was blocked from logging back in.

I tried 3 times to get through to phone support - be prepared for hellish long wait times. Finally on the 3rd attempt today after being on hold for 1 hour or more someone answered and to her credit she knew what to do. Made some changes her end and within 10 minutes i was back in. What is ridiculous is the 3 other times I managed to speak to support over the preceeding 24 hours or so none of them had a clue. Some said just wait another simply had no answer. So its very very hit and miss who you get.

You just need to keep trying over and over and if you dont get a solution first time around call back straight away. Be prepared for long and I mean long wait times, for support people who dont have a clue but do it enough times and eventually it will get sorted.

Paypal when it works its fine and goes well. But god forbid you get an issue - the support is the worst I have ever come across and very very hit and miss as said. Anyway thats how i got this fixed - oh and one last thing when I went to live chat (finally got through ) the man simply removed my mobile number which was insane as I then could not be traced when calling into business support. Took me 20 minutes to tell him that was the wrong thing to do and made no difference. Clueless.

But live call support is the only way to go - the rest is just wasting your time.

good luck everyone.

[Redstarkits]

I got no messages that you were implementing these changes so was unable to make any  changes to my account.

Now i can't access my account as my phone number has changed and i neglected to up date it (as it wasn't important at the time). I am being advised to access my account to change my phone number, but I can't get into my account to update my phone number because my phone number has changed.

Can you change it so I can gain access by using my security questions or e-mail verification or anything else. I already updated my password twice to try and gain access.

[KitLightning]

There are no email reset or security answers available to your clients via the website, how are we supposed to access our accounts if the chat support is unwilling to reset our accounts. I been trying to convince my chat support (for lack or a a more redundant word for support we can use that at the moment) since Monday and given them all data they ask for...

[Naftalan]

I managed to solve my problem by calling guest support 00353 1 43 69977.

The lady guided me through the options until we arrived at the option of messaging while logged out. The patient lady i messaged with asked a number of info to establish my identity, and she amended ther phone number in my account so that I can now log in. If I remember the way she guided me in the phone conversation, I'll be sure to add it.

[Deanmoncaster]

How incompetent can one company be? instead of just a phone number let me use any of the other options to verify my account.

what idiot didn't test the system or think it was the way to do things. morons.

[Deanmoncaster]

I managed to fix this problem by going to the main login page, clicking forgot password, changing my password by verifying my account using one of the other means available that isn't the phone number, and as soon as i got back into my account i managed to update my phone numbers and now this issue should be gone.

it shouldn't be this hard but thank you europe for making life much harder.

[Billiejobrin]

Just followed your steps after weeks of trying to get into my account. I have done it. Thank you so much. PayPal don't make things easy!!

[officialsie]

I tried to reset the password to bypass the phone authentication, and after about 6 tries, it eventually asked me for phone authentication to allow me to reset my password. 

What on earth is this?