Sorry, we couldn’t confirm it’s you

[AGhoneim]

I receive the following message " Sorry, we couldn’t confirm it’s you", although my account was verified through my mobile phone.

Please let me know what is the problem, Thanks

[Temp20230523]

I have bought items on eBay and AliExpress using PayPal and sometimes it works but other times it suddenly doubts my identity. Even after I have just paid for something minutes earlier. I have called support several times and the bottom line was they claimed there was nothing even they could do despite of the fact that they were convinced of my identity. They said it was their AI system assessing threat patterns. I have since given up on PayPal for payments. Only the Android app worked reliably. Sure enough when I wanted to install it on a new device today it said "Couldn't verify it is you"!!! This is the dumbest service I have ever used. They just don't want my money.

[kernowlass]

@Temp20230523 

Are you using a VPN?

[pj1111]

Hi @AGhoneim 

This happened to me and my account was not involved in anything bad.

I tried a password reset and somehow this worked.

Also, I noticed this happened right after I switched on 2FA @PayPal_RebeccaN 

Regards

PJ

[pj1111]

Calling is expensive and almost impossible from the country I am in - this is why I tried the reset password route.

[tahsin325]

I receive the following message " Sorry, we couldn’t confirm it’s you", although my account was verified through my mobile phone. Please let me know what is the problem, Thanks

[Bella142]

How can I verified my account

[PayPal_Bindu]

Hello @tahsin325, @Bella142,

Welcome to our community page and thank you for your post!

Sorry to hear about that you're not able to access your account!  For help with accessing your PayPal account, your best option would be to reach out to us over the phone. You can contact us by clicking the Contact us option at the bottom of PayPal page. 

@Bella142 To get your PayPal account verified, you need to link and confirm your bank account or card. You can get more information on verifying your account here. 

I hope this information helps, have a great day!

Bindu

[JimmySad]

@kernowlass 

They closed my business account, Without any reason I can't access it right now

I get this message:- 

"We're sorry, we can't log you in. Contact customer service  for more help, or try logging in again."

When I try to change my password, I get this message:- "Sorry, we couldn’t confirm it’s you"

Help me please 😕

[PayPal_Meghan]

Hello @JimmySad, 

Thanks for joining the PayPal Community! 

I'm sorry you're unable to log into your PayPal account. When you receive an error like the one you described above, I recommend waiting 48 hours before logging into the account again. After 48 hours, ensure you're using a consistent device with your location services turned on. If you receive the error again, clear your cache and cookies or attempt one more time from another browser. If you receive the error after these troubleshooting steps, you may want to contact Customer Support by clicking 'Contact' at the bottom of any PayPal webpage. You can also reach Support by sending a Direct Message on Twitter or a Private Message on Facebook. 

I hope this helps! 

- Meghan

[JimmySad]

@PayPal_Meghan 

Yes Already fixed within 24h-48h, thank you for the clarification