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?

[mettabhavana]

Update: I managed to get past the mobile phone validation page by requesting change to my login password associated with my email address on the paypal main webpage. Once I logged in with the new password, I was able to bypass the mobile phone varification page and get to the paypal account summary page. After I added a new phone number and validated it with a code, I was able to remove the wrong number that I entered previously by mistake. I hope this helps others. Happy Holidays.

[Anon00888]

Thank you! Thank you! It worked for me too. Strange thing was when I went to change the password, it sent me a code to the phone number I was trying to enter in the first place. Somebody needs to fix this issue as it seems to have been going on for some time. It claimed my number was not supported but then sent me a code to it in order to log in.

[Zaltys7]

I can't log in to my account. My phone number has changed. I want to change it in my account, but I can't do it because of the security code you're sending to my old phone number. Please help.

The Help Center cannot be contacted until you have logged in to my account.

Regards,

[kernowlass]

@Zaltys7 

Try:

1. Downloading the app to see if it will let you in to change / update it in the settings.

2. Use the forgotten password option several times.

3. Trying another browser that may let you in without phone verification (then change it when you have logged in).

4. Trying again another day when sometimes you can get in without doing the verification and then change the number.

5. Changing the password a few times sometimes works as it can bypass the phone verification.

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/PayPal and @AskPayPal for Twitter.

[Zaltys7]

Hi, Thanks for the tips. Login successful. It took three days and thirteen times to change the password. 😞 But the result is positive. 🙂

[Colin_60]

It's worth persevering. My phone number had changed too, and a combination of suggestions 4 and 5 allowed me to log in to my account eventually, after several days and multiple attempts. 

But it's crazy that PayPal doesn't have any official way of allowing users to even contact Help without logging in first. Many more people are likely to be caught out in this way as the Second Payment Services Directive bites, meaning they're liable to need a verification code to use their account. I think the extra layer of security is a good idea, but consequent problems like this were predictable, so service providers should have arrangements in place to help their customers.     

[kernowlass]

@Colin_60 

There has been a message on my paypal account for months stating check phone number ready for this new policy but personally I can't see why folks would not keep their contact information up to date on a legal financial account.

[Danyio]

the password reset not work . With paypal its no possibile way to ghet in touch. They give no ansewr on facebook i havent try on twiter but i am sure its the same..

Mail no respons .

[AttilaR]

Hi, All you need is the last 4 digits of your registered card and call the customer service. I had the same problem and they sorted it out in 5 minutes. Regards

[Vladimir77]

Hi Paypal, I change my phone number and phone, and i can't use Paypal because they need PD2, but my phone number was changed and i can't use my Paypal profile, also I want to change my name on Paypal but I can't because i can't login in into my profile. Please help me 😞