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?

[Simponinsta]

omg that worked! Thanks so much man, Paypal support have been non existent/useless. I used Vivaldi browser to do this. What a relief. Now time to use paypal as little as possible. 

[kolsi]

Actually, it is not solved. Although password reset gets me to my account Summary page, clicking on anything logs me out and I am back in that login-cannot verify loop.

[Viia]

Didn't work for me 😞 

[kolsi]

I created new account with different e-mail and my phone number. I logged into this account and used it to message to support where I described my situation and provided as many data as possible to identify me - full name, birth date, phone, IP address that I log to my account with, last 4 numbers of my bank account etc. I selected "Bad support" as the reason, because other reasons (can't login etc.) didn't let me fill in the message. I got a (English) phone call from the support in few hours and they solved my problem.

[Amanda1111]

I'm having problems accessing my account because my contact number has now changed and when I'm putting my login details I then get a message saying that "as part of PSD2 strong customer protection authentication regulation" then giving me an option to receive a phone call or a text message. Does any1 know how I can update to my new mobile number ? Its driving me up the wall because I cant even get into my account t to change it and the contact number for PayPal does not work also!

[sajidmallal]

good morning

need to change my mobile before logging in cant get in to change my mobile

[kernowlass]

@sajidmallal 

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.

[Becky1374]

When I go to login, I am confronted with the following text: 'As part of the PSD2 Strong Customer Authentication regulation, we need additional information to confirm it's really you when you log in'. The number I have provided looks like a really old work number, so I am unable to answer the call to get the code to log in. What can I do? I'm going round in circles.

[AMM27]

I have moved and want to change my address and telephone number but the system will only contact me via my old telephone number.

Wake up Paypal!

[Henley_01]

Have you managed to log in yet I still can’t and am just going round in circles trying to contact paypal