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?

[LouBrogan]

The phone number that is on my profile is out of date and I can't log into my profile to change it as the authentication is needed to log in.  Does anyone know how to sort this?

[kernowlass]

@LouBrogan 

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/PayPalUK and @AskPayPal for Twitter.

[Jekaterina4]

Hello, how can I change my phone number? Before my number was <removed>, but I was change and use a new number <removed>. And cant to use a PAYPAL. Can you help me? Jekaterina Pliaugo

[Evelyn40]

I am not using my given old telephone number .I have a new handy number.how could I insert the new number.i can't log in .I need the number

[Lukas2961982]

Hi there,

please could you help me? I can not login my account even I changed my password because of Authentication required
As part of the PSD2 Strong Customer Authentication regulation, we need additional information to confirm it's really you.

Also I was waiting for security code to received on my telephone number 605 ... ..7 and never received it.

Thakn you very much to EU for another stupid rules as PSD2 is!

Please what i need to do?

thank Lukas

[marquise1980]

Hello,

 Is there a way for me to change my UK number to a German number? I can access my account on my phone fine but when I login into my account on my laptop it requests that I receive a text message or a call. I no longer use my UK sims card and I'm partially blocked from my account. What do you advise?

[kernowlass]

@marquise1980 

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.

[marquise1980]

Thank you for the information. Where can I contact customer service? It seems like Paypal purposely make it difficult to contact customer services

[kernowlass]

@marquise1980 

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.

[SmileyGuy]

Is there any phone number that Paypal actually answer? Or did they cancel this service all together?

Thanks!