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?

[Jambezi]

I can't log into my account as I have 2fa and it's connected to an old phone number Due to work and family commitments I can't call PayPal about this - is there any way to resolve this via email?

[kernowlass]

@Jambezi 

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

1. Paypal phones (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).
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.

[tomassaklo]

I have the same issue. Can not call and when I enter correct account email and password, my old phone is enforced to be used.

I have tried to contact PayPal on Facebook, however there is AI chat which does not understand my request.

What is the solution of this?

Thanks for help,

Tomas

[kernowlass]

@tomassaklo 

All the options to contact customer services are in my first post.

If you have tried all of them and can't get through then sadly nothing much else we can do for you on this forum. 

[Jambezi]

Unfortunately, I didn't get anywhere with this issue. After some conversations, they still want me to call - didn't really offer any other solutions. If your account is empty they can close it for you, but mine had a minimal amount in it so I was unable to take that route either.

[gustavo123456]

I know the login and password, but I cannot access my account because I do not have access to my phone number.

As I am in another country I cannot call them. The other option is to chat with them, however, I need to login.

I tried to call them, however, as I am in south America the call is not completed.

I contacted the Paypal in the country I am living, however, they told me I need to fix it with the Paypal Germany where my account belong.

Any ideas?

[Sarahlouise724]

I can’t login to my PayPal as my phone number has changed how do I solve this?

[Temp20230518za]

This happened to me. But it was solved by contacting PayPal customer service. I had to call, it wouldn’t work via social networks. But after explaining the issue the guy first sent me an sms with a verification code to my new phone number which I had to repeat back to him. He asked couple of other security questions relating to my account and then he updated my phone number and waited whilst I logged in. All seems to be working OK now. He was extremely helpful and patient.

[Arganel]

Hey! I have a problem. My friend change her phone numer in 2022 and now can't login her account. What can she do ?

[larisa_patrik]

I have not used the account for a very long time and I have not updated the phone number in my account. Now I can't log into the account because it asks me to confirm that it's me on the old phone number that I no longer have. How can I log into my account again? Thank you!