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?

[Markus24Ms]

PSD2 Strong Customer Authentication regulation this is asked!!!!

[sjwalkden]

Hello, I have a very big problem, I can't get onto my PayPal account, basically I don't have my old phone number which is still on my account and I have a new phone with a new number, everytime I try to log into my account it wants me to verfie myself by sending me a code to my old phone number, it gives me no other options to send my code to my email instead or anything so now I'm stuck without being able to get into my account.

[Happyfeet_1]

My old phone is broken and I can't get into PayPal without two step verification.. What do I do. How can I edit the phone number so it can send me verifications so I can pay for things

[zainwaseem]

i lost my phone number and paypal is not letting me access my account without putting the code they are sending on my number how can i change my number or login using my email id i have to transfer funds 

please help

[Sue31929]

I have UK paypal account but I come to Australia and change my phone number. I haven't log in for long time and They ask me code but I add UK number, Im not used now. How can I change UK numbers to Australia numbers?

[kernowlass]

@Sue31929 

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.

[pre44]

Hey, I lost my old number connected to my account and now can’t login, does anyone know how to change my number/get my account back? Anyone know how to contact PayPal directly? Thanks

[kernowlass]

@pre44 

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.

[213589opalka]

to log in, I say I want to send a text but it will not come. so I can't log in

[LizkaS]

Jesus God in Heaven! 🙄 Sorry community, but I really am **bleep** off at PayPal UK at the moment! They TRULY are chumps!!

I CAN'T get back into my account, after not having used it for a while, and having lost my phone and I now have a phone with a different number!! THEY KEEP ASKING TO CALL ME OR TEXT ME AT MY OLD NUMBER!! They won't let me change this option - except to ANOTHER old number, that I likewise don't have any more!! GRRR!!! 😡

PayPal UK are being total, total pillocks. This just shows the kind of people that run them; at least in the UK. I don't know how much better customer service is in the US. Their US tel no is all over the web. I have found two for the UK: only one says it is out of service, and the other busy!! The web says that their customer service has broken down during Covid!! CAN'T THESE IDIOTS DO ANY BETTER??

The worst thing IS - they've kind of let me *partially* log into my account - but they won't give me full access without this stupid pantsing "2-factor authentication""!! Or whatever stupid name they think of it next. I don't *care* about Europe or European requirements - we've left them, anyway! So what's the point??

They should at least allow people *more options to change their details" - particularly if they haven't used the account for a while! I haven't because I've been on benefits. I don't have anything in there anyway. But NOW - that I've had an opportunity to get some online employment - THEY WON'T LET ME IN MY PAYPAL!! Good job I don't need immediate access; but I need to get access asap.

As I said, they *know* it's me, and they've just allowed me, today, to *change my password*! They made me fill out a dozen ReCaptchas; stupid traffic lights and all; and they even asked me the answers to two security questions, which I vaguely remembered, but I wasn't sure if I needed to put in the full name of what they were asking... But they didn't say I'd got it wrong. They ALLOWED me to change my password - by sending one of those codes to my *email*, which I still have!! BUT THEY WON'T LET ME INTO MY ACCOUNT AND I CAN'T GET THEM ON THE PHONE!! Nor can I even enter the message area on this stupid site. (I'm not sure if it would take me to PayPal UK anyway.

CAN SOMEONE PLEASE HELP ME TO REGAIN ACCESS TO MY ACCOUNT BEFORE i *EXPLODE*??

iF ANYONE actually FROM PayPal is on this forum - so someone with some responsibility - CAN you get PayPal to email me?? 

As I said - Jesus God - and during Coronavirus too!! It's disgusting. I've spent the whole morning on it and am barely holding back most of the swearwords I want to say. PayPal is a fine site - when idiots managing it don't mess it up; don't care more about Europe than about their customers - and don't balls up the entirety of their customer service!!