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?

[IgorMitrovic]

Hello

Help! 

I cannot access my account. In the 2-step verification procedure we did not update the data (it used to be office phone but with missing country code). is there a way to choose another method of 2nd verification?

Thanks!

[Dylan119]

I can’t log into my account as it’s a old phone number

[kernowlass]

@Dylan119 

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.

[SolarMelle]

Hi, Paypal is calling me on a number i no longer have access to. I need it to activate PSD2 on my account. I understand there is no easy workaround, but this account is connected to my business. I've been trying to call the service phone number, but it always responds the same: Currently this number is unavailable. The facebook bot hasn't been very helpful either. What are my options? 

[kernowlass]

@SolarMelle 

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.

[SolarMelle]

Spoiler

Thanks, I tried the facebook, but I only get a chatbot there. 

[SolarMelle]

I found my way in by looking at the right country (found out I was looking in the US help system). With the help of the customer service this issue was resolved within minutes. Thank you @kernowlass 

[Marty261972]

I am trying to log into my account after an extended time away, but don’t have the same mobile number.  How do I get access via 2FA I managed to get into change password, but can’t get thru 2FA

[grahamd5]

...or phone Paypal UK Support on <removed>, fight your way through the automated interrogation system and finally get to speak to a real human who can, believe it or not, actually solve your problem there and then.  Just managed to do this after hours of going round in circles trying to find a way to sort this out like the OP.

While you're there you could explain to Paypal (as they clearly don't understand this themselves) that making the various help options (phone, email, live chat etc.) only available to customers who are logged in prevents customers who can't log in from obtaining help...unless they can find the direct phone number for Paypal's UK Support centre (which will still ask you for a code that can only be sent to you if you are already logged in.  Ignore and persist to reach an actual human being).

All this technology and the simplest way to resolve problems is actually to speak directly to a human being.  Unbelievable.

Hope this helps anybody else in this situation.

[Sephirion]

Hello Paypal,

It seems I can't login to my account because of my phone number being changed and my paypal still has the old number.

Yes I have tried resetting password countless times, Tried other browsers, downloaded the app and tried logging in that way, Tried a different day.

I can't phone you guys and it seems that almost every option to try and get in contact with customer support requires me to log in which i cannot do, so you can see my predicament with this. Somehow managed to get into the forum side of things though Somehow. 

I need to be able to get into my paypal today to check why I have apparently submitted an order to Adobe 3 times, over the course of last wednesday to friday. And also to withdraw funds into my bank specifically "£50."

Kind Regards,

Luke