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?

[Reya1980]

Hi I'm trying to access my account after how many years but im having trouble updating my new contact number I'm going around in circles I just need some assistance please.

[kernowlass]

@Reya1980 

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.

[Reya1980]

Hi, thank you for the solutions but unfortunately none of them worked for me I was just going round in circles so I phoned the customer service number and someone helped me by resetting my info whilst on the phone with me, maybe try that guys.

[kernowlass]

@Reya1980 

Well is that not what i advised you to do in my post above???

I said if none worked contact c.s. and gave you all the options, so, you're welcome.

[Keithhpgsn1991]

What number did you call and what steps did you take to speak to a person ?

[Angel219]

I can't login to my account because the phone number is not exist anymore. And I can't login to change to the valid phone number

[atopenkoa]

Didn't use my PayPal for a long time, maybe a year or more. Tried to access now, but found out it asks for 2FA security challenge by either calling me or sending me SMS. But the issues is that my phone number has changed, and of course I forgot to update it in my PayPal account. As call centers are closed, and message center is located inside account, I have no any way of reaching PayPal to update my phone number. How to resolve it? Maybe there is some magic phone number or email to reach PayPal support? Thanks.

[Chrisallen90]

My old account has an old number so when it comes to authenticate I can’t because it’s sending a code to a number I don’t use anymore and I need to process a refund

[kernowlass]

@Chrisallen90 

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/PayPal and @AskPayPal for Twitter.

[Sasquatch44]

I'm posting here because I don't see any other option at this point.

I am unable to access my Paypal account due to the text authentication step. I don't receive the required code and so cannot access my account, which means that I cannot check to see what's wrong with my phone number. 

I have tried resetting my password, this gave me initial access to the community pages, does not allow me to look in my wallet, summary or other areas.

Additionally, I cannot contact Paypal without authenticating my account, which again requires a texted code, so I am stuck in a vicious circle. This is probably the worst customer support system I have ever seen as there appears to be no actual human involved who can either check to see what's wrong with my phone number or let me do it myself.

I'm hoping that a Paypal employee will see this, since I can't seem to contact them directly, but any other advice is also welcome.