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?

[Nick023]

Hi there,

I am facing a stressful situation, I have just received a payment, but i can't log in, in any possible way because of the PSD2 authentication that either sends or calls in a telephone number that I no longer have, I couldn't find any helpful information about how to solve this issue.

Many thanks in advance for your kind help.

[Doug561]

Hi so I have a problem my old PayPal account is linked to my eBay and I’ve sold some items but the money has gone into my old PayPal account which I know the email and password but the phone number is my old number. Absolutely gutted as I can’t access it to get the money out can anyone help

[davy_scotland]

so this has still not been sorted, i was told about a month ago possibly 6 weeks it was fault but would be fixed soon and just to give them some time, starting to look like a delibrate fault so they can hold people onto a lot of money by playing dumb or simply ignoring.

ive always though its a bit odd that such a huge company has poor pr and customer service but it is the best way to send people round in circles, stress them out and get them to just accept being bumped.

[davy_scotland]

Results from the PayPal Help Center

• How do I report potential fraud by PayPal?

😁

[birddog1520]

I do not use a mobile phone and Pay Pal will not let me sign into my account !!  How do I get around this ?

[SSchnell]

I lost my paypal email and they want my usa phone number to confirm which I no longer have, I moved overseas. So since I cant retrieve that account I created a new one but cannot register my bank card because it is registered to the account I cant retrieve. Help please!

[kernowlass]

@SSchnell 

Paypal is country specific so if you move countries you have to open another paypal account in the country you reside in and add an address / phone number / bank accounts / cards from within that country.

You should really withdraw any funds / resolve issues / remove cards and bank accounts / cancel any subscriptions and close the old Paypal account before you move countries. If you don't then you may have problems doing so once you have moved and may need to contact customer services for help to resolve things.

You can however add a U.S bank account (not card) to 'most' other countries paypal accounts. This is because paypal is a U.S company and so allows this.

[PJ1605]

How do I access my account if I've changed my mobile number?

[DavidCoulter]

I have an old PP account.

It has money in it.

I can't log in.

I know the email address and password, but it wants a passcode that will be sent to a phone I no longer have.

I could change the phone number on the account, but I need to log into the account first, and no longer have the phone it wants to send the number to.

I could send them a message, but it requires logging in...etc

I tried calling the number, but there is a 14 hour wait time.

WTAF?

How can I get in to my account?

[kernowlass]

@DavidCoulter 

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.