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?

[EagleOn]

Good afternoon.

I ask for help in solving the problem:
My account is registered in Romania.
at the moment I am abroad (Moldova)
I can't call the phones offered at the help center.
For a long time (about a year) did not use the services of PayPal. During this time I changed my mobile number.
For unknown reasons, I can't enter my account (I reset/change my password several times)
Of the available services for communication - Viber.

grateful in advance for the advice

[kernowlass]

@EagleOn 

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.

[EagleOn]

Good afternoon.

In fact, according to the documents filed with the PayPal, I did not change either my place of residence or my place of residence (I was always in Moldova).
Account registered in Romania, But in the city of Chisinau (Moldova)
Only the mobile number and IP number have changed.
Support only offers a call to a number in Romania that I can't make.

More Thanks again for any help

[Bi_zu]

Hi. How do I access my paypal account if I changed my mobile number ? I cannot cause of the 2way verification . Thanks.

[PayPal_Ayesha]

Hello @Bi_zu,

Welcome to the PayPal community and thank you for your post.

I am sorry to know that you're unable to access your PayPal account and understand that the old phone number doesn't exist. Unfortunately, it is not currently possible to log in to your PayPal account without a mobile phone number attached to your account. The best way to resolve this issue is by contacting our customer service so that one of our advisors can assist you further. Please contact customer service by clicking contact at the bottom of the PayPal website to see the contact options.

I hope this helps.

Ayesha

[Acquisitions]

Guess what, @PayPal_Ayesha --

If you're locked out of your account, the only option is the phone, and none of those people can help!

This is an absolute garbage policy that makes zero sense -- if PayPal is going to insist that we add a mobile number to use the account, how are we going to add the mobile number if we are LOCKED OUT OF THE ACCOUNT?

Do any of you follow through a thought to its logical conclusion - because this one ends at a brick wall.

Useless and infuriating.

[entact]

@Acquisitions @PayPal_Ayesha Looks like the 'moderators' on here are either literal robots or low-paid workers copy-and-pasting generic pseudo-advice, and therefore there's not much actual thinking involved, beyond tidying the constant stream of messages away into this endless thread and shifting responsibility for resolving the problem away from PayPal and onto the customer.

[rizalr]

I can't do any online transactions via Paypal these days as it requires interaction with a newly inactive number. As i have been out of the registered country for nearly half a year now and at present using another number. cannot log in to change the number, basically just cant log in at all.

[kernowlass]

@rizalr 

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.

[Obanman]

For several days now and after several attempts, every time I enter the new mobile no and send the confirmation code it tells me that this cannot be processed now and to try later. Help please.