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?

[Djp17]

Im trying to log into my account. I know my email and password but it is asking for an authentication code which is being sent to a mobile number i dont have anymore. How do i get around this? I cant get in touch with anyone to sort it? Thank you

[kernowlass]

@Djp17 

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.

[MsMP]

I have an American account with paypal with an american registered number and some money in it. I have moved countries and no longer have access to this number.

A few months ago I have recieved an email from Paypal that there is a suspicious transaction from Oslo and therefore my account has been locked and I need to change my password. The only way to change the password is by sending a code to the mobile number that I no longer have access to. I cannot forget password and reset by any other means such as email verification or call. 

I have tried all the suggested solutions on this forum including trying through the app, through different browsers, tried clearing cookies and caches. Tried everything possible and nothing is working. 

I'm concerned that not only is my money gone, but the hackers have information about my tied accounts and cards as I have had some fraud case lately with some cards and I'm thinking they're tied.

I cannot reach the customer service -- they have disappeared. I have called many times, tried social media, and even the customer "no reply" email they have sent from but to no avail. desperate to solve this I'm now left with no option but to open this new account just to reach someone for help. 

Note that this is NOT the account I'm having issues with. This is a new account I've opened because paypal is so stupid they don't allow you to contact them without an account not realising (or caring) that perhaps the very issue can be not having the account. 

Please help me

[kernowlass]

@MsMP 

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.

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.

[MsMP]

For the record, although I do not have an american number I still have valid american bank accounts tied to that paypal as intended.

I've tried all but twitter, I tried them on instagram. I've been trying to reach them through all means and nothing is working. How can they just disappear on their customers like that? COVID is serious but does not excuse this level of negligence. This is a matter of access to our money and security.

[Raffi-c]

Hello my cell number changed and I can’t log into my account 

[kernowlass]

@Raffi-c 

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.

[hardyn-19]

my phone number has changed and cannot get passed the 2nd level of security ? how can I get logged in to change to my new number ? 

[kernowlass]

@hardyn-19 

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.

[RachelMaycock]

I have tried the website, the app but I cannot login without an old phone number... call or text... neither will get through as I don’t have the number anymore. Help!