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?

[sarahb52]

Paypal are asking me to send a code I received to my mobile before signing in, but I have changed my phone number.  They have given me no other options.   Does anyone have any ideas?

[kernowlass]

@sarahb52 

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.

[GSimao]

Tried to login but always asks me to finalise it by receiving a code to one of my old phone numbers, which I don't have.

Tried several ways of contact - Facebook messenger - dead end. Tried to contact by phone (in Portugal) no signal.

Is pay pal still working?

[Kinzak21]

I with number is on my PayPal account i don’t have any more I have a new number but I forget to change so I need help to open my account

[JohanKlos]

Long story short:

I moved countries in 2015 and got a new paypal account to link to my new bank account. I have recently received email to use my old account or start incurring inactivity fees. The problem is now that my old mobile phone has been configured as the only 2FA, so I can't log in anymore to that old account.

I've tried over and over again to get PayPal to disable my 2FA or give me another option to close my old account, but I've had 0 luck. It is near impossible to get in chat with someone with PayPal to help me with this.

Any suggestions?

[Issah1981]

Did you found a solution for it by now....

[kernowlass]

@JohanKlos 

@Issah1981 

The inactivity fee only applies if you have a 'balance' on your account as per link.

https://www.paypal.com/uk/smarthelp/article/FAQ4427

[JohanKlos]

Thank you, that makes it worse. How can I access my 'balance' if I can't disable the 2fa for the old number?

[kernowlass]

@JohanKlos 

Do you have funds on your balance in your old account then?

If so why didn't you withdraw them before you moved?

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.

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.

[JohanKlos]

Thank you for your reply.

The move was not meant to be permanent, I figured as long as I kept my UK bank account, I should keep my Paypal account that was linked to it.

I have some funds on the account, mainly small appreciation gifts for IT help rendered for free.

The only problem I have with accessing it is because I had a 2FA set up that was linked to my phone number, where everything else was linked to an authentication app. I think in the beginning the app wasn't available when I first set up the 2FA.

I've tried getting in touch with PayPal using phone, WhatsApp, Facebook, messaging, and this community. So far, without luck.