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?

[PayPal_Olivia]

Hi @GeorgeD1,

I'm sorry for any inconvenience. The ability to receive the SMS would be needed to log in.

Olivia

[Euromiz]

I can't receive the code because it appears that I've put in the wrong number when I signed up. I've never received any phone verification text obviously, so I haven't confirmed the number at any point. Now I'm locked out of my account. How do I correct that or is there a way to just provide the right number via email or at least access my account without the code?

[PayPal_Olivia]

Hi @Euromiz,

I'm sorry to hear that the phone number on your PayPal account is not valid. To correct that issue, please contact customer service.

To contact customer service, please click Contact at the bottom of the PayPal website for available options, or reach out by PM on Facebook or DM on Twitter.

If you opt for calling by phone, you can select to call as a guest rather than log in. Sending a message via the webform would not be available without login.

I hope this helps!

Olivia

[Euromiz]

I've read into the rules about the EU law that requires 2-step verification and there's stated there that I'm supposed to be able to access my account from the usual device without the code. I'm using the same device and browser as before and it still gives me the sms code prompt. Will that become available after a while? I understand that this is a safety measure but at this point I'm locked out of my own account with over 500€ balance.

[PayPal_Olivia]

Hi @Euromiz,

Thank you for your reply. Backup methods would require that there be no risk detected. If there were any concerns detected by the system, it would be necessary to call in to resolve the erroneous phone number to allow access via the original authentication method. PayPal takes security very seriously. We regret the inconvenience you've experienced.

I hope this helps!

Olivia

[per66]

exactly the problem is that paypal take security toooooooooo seriously. it's not NASA operation system , it's a virtual account! you can easily send the code to the e-mail of register like the one  sending for lost passwords and problem solved. not everyone have access to their phone at that moment and for example I lost it on my travel. so I should stop using paypal? one of support service team said already, close this account and make another! but he didn't know, banks have limitations for linking to paypal accounts. also, it's not easy to use another account as the same! there will be conflicts with ID and personal info, please please please .consider other options for those who can't access their phone. @PayPal_Olivia 

[RichiRichsss]

They don't care....They will lose everyone with this attitude

[vico1]

It will be just another EU scam

[vico1]

Contacting customer service is a waste of time  don't bother

[Jlbon]

I have tried all these options, to no avail. My original problem, .Can not pass the me PSD2 requirement... It's locked on my old number, an PayPal has no way currently to fix this, what a silly oversight.. it's like a bank not letting you use you own money because they charged your pin without telling you.. ombudsman is coming!!!!