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?

[4ngelcic]

Hello!

I recently opened an old email from 2019 notifying me that there was a sum of money withdrawn from my account without even buying a thing or connecting the account to any source online. Upon research, it was discovered that the account was hacked into, and the money withdrawn without my notice. The problem is that it happened over a year ago, and also because I changed my phone number, therefore being unable to log into the said account!

How can I change 1st: the phone number attached to said account and 2nd: what can be done to protect the account and perhaps recover the money stolen?

Thank you and please, if you can help me, please do.

[Sofialangdon]

Having trouble logging in. The two step log in has wrong phone number so can't access the code to log in with. My username and password are correct but cannot get passed this step to get in to my account to change my number. Help. Please

[Pinzarumarian97]

Hello. I want change on. My namber for login

[AAdams1]

Hello! I have been trying for days to buy something using paypal but with the new 2nd level of identification, they want to send me a text or call me. Not a problem but I don't have the same phone number anymore (and moved countries so don't even remember it!) but I can't get ANYWHERE online or by phoning without having my phone number!! 

Can anyone help please?

[Hayley-123]

I’m trying to log into my account but under new regulations it’s trying to send me a text / call me to verify. My number linked to the account is an old one and it completely crossed my mind ever changing it but now I can’t change it because I cannot get into the account I’ve tried contacting them via telephone but it keeps cutting me off saying the lines are closed and no one is working but their website says they are open? I really need to get into the account but not sure how, I can’t speak with an agent via message either because you have to be able to sign in to do that also! Any advice ?

[kernowlass]

@Hayley-123 

Try:

1. Downloading the app to see if it will let you in to change / update it in the settings.

2. Use the forgotten password option several times.

3. Trying another browser that may let you in without phone verification (then change it when you have logged in).

4. Trying again another day when sometimes you can get in without doing the verification and then change the number.

5. Changing the password a few times sometimes works as it can bypass the phone verification.

If that does not work then you would need to contact customer services so that they can i.d. you another way and then add your new phone number to your account.

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

1. Paypal phones are slowly re-opening and increasing in numbers (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.
Or
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/PayPalUK and @AskPayPal for Twitter.

[Anna198510]

How to change tel nr if not logged in as i need to add new nr in order to log in

[Pettt69]

I don't know if commenters get notification about new reply, but i sent a comment with solution. (i am new in community, so please tell me if you got notification about my other comment, i am interested in it. ) i hope i helped to solve your issues.

[Edgaras3]

Im trying to login after a while but they asking me a code witch they send to my old phone number which I'm not using couple years now

[JayR11]

Hello, due to the PSD2 Authentication I can no longer access my account to update my telephone number - as my account has my now outdated number and the only way to get through authentication is to receive a pass code via text message or phone call... Seems to be a massive oversight on behalf of PayPal and the only apparent way to seek help is by logging in - something people in my position can no longer do. Phone calls are also no help because everytime you ring (which I have done so many times I've lost count) they hang up on you. Does anybody know of a way around this? Kind regards.