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Phone number changed - can't log in

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Miriam555
Contributor

Hi.

 

First time here, if anyone can help out.

So everything is ok with my account, i use it mostly to pay for some things online through paypal. And yesterday, when i went to pay for something i get presented with

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Authentication required

As part of the PSD2 Strong Customer Authentication regulation, we need additional information to confirm it's really you when you log in.

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So part of that is that they call on the number associated with your account. Okay, no problems. Next step, they show you a digit code and you have to confirm it. And here start the problems. My phone linked is my landline. For some reason, their system can't call landline?? I am not sure if that is the right reason, or because when i put my phone i did not include the +country_code digits.

 

So i talk to the support person, he first wants me to change password, which he sends link after confirming it's me, i change pw (eventho my previous one was good), and now start the problems. He wants my mobile number. I don't like giving out mobile to businesses, but i still comply. And he wants to call the mobile. Just so happens my mobile is stuck in headphone mode so i can't talk/hear without headphones, and with headphones i can hear. I explain this to the person, however, he can call and i said i can type out answers in chat per his requests over the phone. Well no, he refuses that and says to contact him again when i fix my issues???

To this i go bezerk as i ask him why can't he call the number listed on the account, which is my landline. If he can call a mobile number to confirm it's me or something, then he can surely call a landline that's already listed on the account and confirm this same thing. Well, he refuses and says "it's not procedure".

And so, im now locked out of my account for god knows what reason (i dont even know what is psd2). Anyone know who i can reach out to fix this while i fix my mobile, which will likely take at least a week and i have to pay something to which by that time will be late?

 

Phone number changed - can't log in

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Miriam555
Contributor

I forgot to add.

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I called the number listed after the verification fails

Contact us Call us

<removed>

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but due to covid there's no live staff there now.

Phone number changed - can't log in

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NamelessUser
Contributor

I have got this issue with PSD2 (my primary account so old that there was no check on phone number format), I have tried to call the support number, which I have done now around 45 times, each time I get there is no operator to answer. As you need to have a working account to be able to access support via the form, I had to create this account, contact them to change the phone number on my primary account, but they just say we can see you have set your phone number (the number I used while I created the secondary account) and ends the case there.

 

What PayPal does, violates GDPR, which states that people must have a way to update and correct their information. Those those who live in EU and has issues with reaching customer service and have issues with PSD2 locking, should make a complaint to your local data protection agency and they will then take action against PayPal.

Phone number changed - can't log in

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kernowlass
Esteemed Advisor

@NamelessUser 

 

There has been a message on my paypal account reminding me to check my mobile phone number on my account for months.

Apart from the fact why would you not keep your contact information up to date on a legal financial account without needing to be reminded?

As you didn't then.............

 

Try:
1. Downloading the app to see if it will let you in to change / update it in the settings.
2. Log on via developer.paypal.com, go to paypal.com and change it in settings.
3. Use the forgotten password option several times.
4. Trying another browser that may let you in without phone verification (then change it when you have logged in).
5. Trying again another day when sometimes you can get in without doing the verification and then change the number.
6. Changing the password a few times sometimes works as it can bypass the phone verification.
7. Try clicking on P top of the forum page and see if you can log in via the forum.

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.

 


Advice is voluntary.
Kudos / Solution appreciated.

Phone number changed - can't log in

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Nikki145
Contributor
Hello, I can't verify my account because I had a different phone number before and I can only send the verification code to the old number. I can't change the number on my account because I have to verify it first.

Phone number changed - can't log in

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kernowlass
Esteemed Advisor

@Nikki145 

 

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.

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. Sometimes changing the password a few times works as well.

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.

Paypal phones are mostly non operational since covid but sometimes you get lucky. (use the guest option if you can't log in).
If there is one available it will show when you click help / contact bottom left of Paypal pages for options available in your country.
Live chat is randomly available.
You can send them a message.
Or
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/PayPal and @AskPayPal for Twitter.


Advice is voluntary.
Kudos / Solution appreciated.

Phone number changed - can't log in

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Marijkej
Contributor

I have the same problem and the app is not letting me in either without the 2 factor authentication...
On the phone they just bluntly shut the line and on facebook there's a robot saying @"I don't understand" 

I can't believe I can't reach them in any way! I can't email them or chat cause then I would have to be logged in...

Help!!!

Phone number changed - can't log in

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Keithhpgsn1991
Contributor

i'M HAVING THE SAME ISSUE - IT'S RIDICULOUS THAT THEY CANNOT BE CONTACTED !!

Phone number changed - can't log in

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Nikki145
Contributor

i finally was able to change my phone number through the app!

Phone number changed - can't log in

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Keithhpgsn1991
Contributor

how did you do it

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