Phone number changed - can't log in

SaintDH
Contributor
Contributor

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?

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Pokerdice
Contributor
Contributor

For the last month i have been having an issue with logging into my account. I am able to log in to my account a couple of times, then on the 3rd or 4th time it says my password is incorrect. After double checking and verifying i am entering my password correctly it still says it is incorrect and my account ends up being locked for 24 hrs. Have been able to call into Paybal and have a email sent to reset password after 24hr lock.  Can follow the link, reset the password and it will be ok for 2 or 3 log in attempts / sessions then go back to be prompted that password is incorrect. Have had to do this 4 or 5 times over the last month and happened again today. Have verified all software (ie. windows, browser, antivirus) is up to date. Not seeing any suspicious activity on account other than password only lasting for 2 or 3 sessions then bam, not working anymore.

 

Not getting much assistance from Paypal tech support. They say everything is ok on their end. Seriously frustrated.

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Swam
PayPal Employee
PayPal Employee

Hi @Pokerdice , Welcome to the Community and thank you for posting. I am sorry to hear you are having trouble in login into your PayPal account.
The best way to resolve the login issue is by contact our customer support teammate.
To contact our Customer Service team, click 'Help' or 'Contact' at the bottom of any PayPal Webpage.
You can also contact us via Facebook or Twitter DM's.
For Facebook: https://www.facebook.com/PayPal For Twitter: @AskPayPal.
I hope this helps, have a nice day! -Swamy

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Pokerdice
Contributor
Contributor

As indicated I have had to call Paypal numerous times to get this issue resolved. The fix only last from a few hours to 1 or do days and the loop of incorrect password continues. When pressing or questioning the representative on the phone why this keeps occur, the standard answer I get is "we are not sure why this is happening". Just curious if anybody else is running into similar experienace.

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Jungsoo
New Community Member

I created my account when I was in South Korea and I do not live there anymore. I am an immigrant to Canada. When I tried to log back in the website sends a security code number to my old phone which I no longer have it. So can't log in since I do not have the old phone and I can’t update my number without loggin in.

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kernowlass
Esteemed Advisor
Esteemed Advisor

@Jungsoo 

 

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.


Advice is voluntary.
Kudos / Solution appreciated.
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PayPal_Tricia
Moderator
Moderator

Hi @Jungsoo

 

Sorry to hear of the trouble. 

 

PayPal accounts are country specific to ensure the account holder and PayPal follow strict government regulations and laws. The country an account is registered in cannot be updated or changed. It would be best to create a new PayPal account in the country you now reside in. 

 

I hope this information helps!


Thanks, 
PayPal_Tricia

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dinth
Contributor
Contributor

Hey. I had a 2FA set up on Paypal using my Yubikeys for really long time (even before Authenticator-compatible 2FA was supported by PP).

Unfortunately, a few months ago the behaviour of PP has changed - i still have 2FA enabled and Authenticator selected for 2FA, but 90% of transactions i make, im being asked to verify using a PP app INSTEAD of using Authenticator app.

Not only its so inconvenient, literally driving me nuts, as the app is not reliable and often i need to repeat the payment few times, not to mention all those times where i haven't had a phone nearby or needed to look for it around the house, but above everything else - its jeopardizing the security of my account. There is completely no added value in terms of security in having app authentication like compared to not having any 2FA protection at all.

Is there a way of disabling the app verification and going back to the proper 2FA through Yubikeys? 

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ppos
Contributor
Contributor

Hi, i can not get to my account. Old phone number for PSD2 is registered. What can i do for loggin to my account?

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kernowlass
Esteemed Advisor
Esteemed Advisor

@ppos 

 

If you go to the 'Help & Contact' icon on the PayPal website. Then if you click the 'Contact Us' link at the bottom of the page. From here, if you click the 'Password and Account Access' option, then 'Login Problems'. On the next page, you will see a 'Call Us' option. You do not need to be logged in to use this feature.


Advice is voluntary.
Kudos / Solution appreciated.
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AlanHarris
New Community Member

I am unable to make any payments using Paypal. IN trying to do so, it sends me a four digit authenticaton code, but the phone never rings to confirm this, Any ideas?

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