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?

[YojimboRatchet]

I called the help line. you know what they said to me ? "buy a cell phone".. seriously ???????

not good enough ....

[temp20210813a]

I can’t login as I have changed my phone number

[FrostFerret]

I created my Paypal account in Australia in 2009.
Moved to Singapore in 2014
I have the password to my Paypal account but can't login due to mobile verification which requires my old Australian mobile number.
Need to get back into the account as there are some important invoices in there.

How do I contact the Paypal team to remove the mobile verification from my account?
Is the only way to call them?

Thanks.

[wazzalog]

Hi FrostFerret.  I have just tried to log in to my paypal account, which I use regularly.  It wants to add my mobile to keep my account secure.  I have tried putting in my mobile number but says it's invalid.  I have gone to their help section "having trouble logging in?", which then made me change my password, but in order to do that they had to send me a verification code to the mobile number that they reckon is invalid.  Now I have ended up in this Community to try and find an answer.  It looks like we may have to ring them.

[kernowlass]

@FrostFerret 

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.

[PayPal_Iris]

Hello @FrostFerret,

Welcome to PayPal Community! I realize that you may be concerned about not being able to log in to your account. Typically, if you no longer reside in the country your account is registered in, it is best to request to close the account and create a new account in the country you are currently living in. In order to assist you with this, please reach Customer Support by clicking Contact and then Message Us (when available) at the bottom of the PayPal website. They're also available through Twitter direct message or Facebook instant message.  

Message Us

Twitter Direct Message

Facebook Instant Message

I hope this helps guide you to a resolution! 

[FrostFerret]

Hi Iris, I ended up contacting PayPal through live chat.
Unfortunately as I no longer have the details of my old bank card(it's been 7 years since I moved), Paypal staff were unable to verify me.
So for now, I'm forever locked out of the account with no way to close it either.
I understand that this is about security and as such regret that I did not think of downloading those old invoices when I had access to my account.

[quietskies]

PayPal help is remarkably stupid.  

We do not have cell phone service at our house.

Yet there is absolutely no way to say this in any form.

It is just beyond the belief of any member of the PayPal organization.

Since PayPal started enforcing getting a text message, the help cycles around and around asking to

login to get help.  We of course try to login, then can't because we can't get

a god **bleep** text message.

Very frustrating.

[jmilby]

I was able to enter my landline number and received a call back with the code to be able to login.

[jmilby]

Try putting in your landline phone number.  When I tried using my landline I got a call back with the code and was able to login.