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?

[AZ109]

No, it's not acceptable.  The FCA should revoke PP's licences if they can't provide a service to ALL consumers.

[BYeaz]

Yes - FTC (USA) should do something about this. They have made PP change user agreement over phone issue in past - this is worse. I also wonder what will happen to my balance when I cancel. I will cancel when my last 2 transactions clear. Of course I will have to guess when that happens as I cannot monitor/check MY OWN ACCOUNT. I got someone on the phone today who said I should be seeing an option on that pesky "add a mobile" screen to be called on my home (landline) phone. It isn't there! How can they be so **bleep** up? I will be able to cancel via phone IF I can get through and IF that info from phone rep is correct - his imagined button was not. I tried the bit below with the privacy business - didn't work, screens seem to be different.

[Temp20210430]

And that's me done with paypal. You want to have my phone number so you can market to me, which is a little ironic, as you've now lost me as a customer for your core business. Somebody actually came up with this idea? And it was approved? Morons. 

[shalani1]

my mobile number is not work now.but i want to log my pay pal.verification code sent my old phone number.it is stolen.please clear this problem.

[Ron1911]

The solution is unexceptable. There is no reason for you to have my mobile phone number. I guess this means if I delete it from my account profile, I won't be able to sign in again. Too bad. Paypal was such a great company.  

[Acquisitions]

I've been using PayPal for work purchases for over 10 years. There is no mobile phone associated with my work. For more than 10 years I have had zero problems. Today I can't even log in to my account, and I can't contact anyone at PayPal because I have to log in to do so.

Is it possible there's a problem with this scenario?

[Jambo78]

Hi, I’m in Australia. As of yesterday, I can’t access my account. Mobile phone number required. I have an old flip phone for emegencies only. So, I enter the number and it says it’s an invalid phone  number. It’s the only mobile I have. Now what do I do to access my account? Been with paypal for 15 years. This is crazy as.

[Acquisitions]

I'm in Canada. Similar situation - end result is that I'm blocked from even viewing recent transactions.

I've filed a formal complaint with the Financial Consumer Agency of Canada (FCAC)

The more we file complaints to entities other than PayPal who might hold this company accountable, the less likely PayPal can cut off our accounts at a whim.

While the legal documentation states that PayPal can take action if they can't verify your identity, I don't believe they can put roadblocks in our way and then revoke access to our accounts because of their roadblocks, especially with no warning.

There's been no problem with my account for 10 years - no disputes, no refund requests, no misuse by another party. They've revoked my access to the account with ZERO warning.

One question that I'd love to have answered -- if we ALL are being forced to submit a mobile phone # to validate our existence, why is the ONLY phone # available for PayPal the Customer Service number. Why do NONE of the people responsible for this nonsense even reveal their names, never mind an email (not to mention a PHONE NUMBER 😒 )?

[Koala4]

Exactly my problem. I tried to log in right now and Paypal demanded I enter my mobile phone number. It has never asked for this before. I don't have a mobile and have no intention of getting one just for Paypal. I have email, a landline, a PC and if that's not enough for Paypal, then I will no longer be able to use their services. It's a lose-lose situation for both me and Paypal. But I'm not changing my mind. I neither want nor can afford a mobile phone. To say I'm furious would be an understatement.

[ojisan]

Not a solution, problem is not resolved. 

Having to spend at least $10 a month to have a minimum mobile service plan just to use PayPal, stupid.

I have a free text messaging service that can receive texts from any source and then when received sends notifications to my email.  This service is an IP phone service that I use for calling vendors/suppliers or possible spam numbers.  Never have to give up (by caller id) or provide my home phone this way.  PayPal does not allow this valid text phone to be entered as a phone number for there account.  Why?

I get login security codes from all my financial accounts either by email, land line phone or the free text service, PayPal is the only money transfer/financial service that uses a mobile phone ONLY.

A stupid and moronic process to resolve a security issue that does not exist.