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?

[JilldeZoete]

How can I log in to my account if my phone number is my old number so can't get a code

[Cédahlia]

Hi there,

Recently I needed to get a brandnew telphonenumber because mine was unlikely blockedvfrom my ex-husband. Should not seem to be a bigger problem but!!!!

I am very anxious about online security, so I took a 2-steps-authentication for all my accounts (Samsung; Google; aso.), and just guess? Even for my Paypal account. Now my problem is that I cannot log in on one of my accounts cause there figures a wrong number. 

What am I supposed to do, now? Can anybody please help me?

[GoonerPaul1]

After changing my phone I cant login to PayPal app asking for the authenticator code?

What can I do to solve the this problem?

[PayPal_Siobhan2]

Hi GoonerPaul1. 

Thank you for contacting the PayPal Community Forum, and welcome as a new member! 

For security reasons, we are unable to assist with access issues over a Social Media forum. Full verification is required before access assistance can be given and this assistance can only be given over the phone. If you go to the 'Help & Contact' icon on the PayPal website. Then if you click the 'Contact Us' link at the bottom of the page. From here, if you click the 'Password and Account Access' option, then 'Login Problems'. On the next page, you will see a 'Call Us' option. You do not need to be logged in to use this feature.

- Siobhan 

[Alinex]

Hi, i need to change mobile number.Can you please guide how can i do it without logging in to account?

[PayPal_RachelK]

Hi @Alinex,

Welcome to the community and thank you for your post.

I am sorry to hear you are having issues accessing your account.

To get this sorted, you will need to contact our Customer Support. Please go to 'Contact', and then click on 'Password issues'. There you will be able to contact our customer support without logging in. These options may available Monday to Friday. 

- Rachel 

[SamOCachopo]

 Hey all - a few years ago I signed up to PayPal and struggled to complete my profile so I gave up. Recently I decided to try again because I wish to use PayPal to manage some of my payments and in the meantime, a few years ago, my mobile number changed, so I am unable to log in to my account as it keeps asking me to send a text or get a call on my old phone number. I've tried various ways to get in contact with support but there's no way to email without logging in to my account as...guess what? I have to log in to my account which needs mobile verification. So, in attempts of getting a response from someone in Paypal I reached out on Twitter, to which I was informed that I had to contact support via phone. That would be fine if I wasn't currently out of my country of residence and they mentioned that I have to contact the line of my country of residence's support, which costs a ludicrous amount of money just to get through the automated questions before the call which took ages going round and round and I couldn't even speak to an actual human being. So now I'm stuck, Paypal has no decent way to get contacted with and I'm here, without any access to my account or to any help at all. (as someone who's worked in customer service for a long time, it's almost ludicrous the fact that Paypal offers no easy way for their own clients to reach out to their service desk).

Is there anything I can do? I'm honestly testing my patience at this point but I really want to get my account set up.

Thanks in advance

[kernowlass]

@SamOCachopo 

Contact options for Paypal are accessed by clicking help/contact bottom left of Paypal pages.

1. Paypal phones when available (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.

[SamOCachopo]

Hi kernowlass Thanks for replying to my post 1 - as mentioned in my post, the contact numbers charge me for international calls and just calling them and going around in circles through the automated bot cost me 5 EUR which I'm not going to recover 2 - live chat it only available for use if you log in to your account. Guess what? I can't, therefore I can't use it! 3 - Where can I find the option to contact them while logged out? All links regarding that take me to the Log In page 4 - I said in my post I reached out to them on Twitter, only to be directed to the calls. As of last, they apparently are going to escalate me to a specialist so we'll see

[AndreStewart1st]

I need help. How do I log into my account to access all services if I dont have the same mobile phone as when I opened the account. My problem is that I can not enter and log into my account as the access codes are not sent to my current mobile number. Instead they are sent to the old mobile number that I no longer have.