unable to recognize

[Sgtday13]

I'm having a different (although similarly frustrating) experience. I have been with PayPal since 2008. In 2010 I moved and updated my number. I've had the same phone number since. I've had both a personal account and previously had a business account over the years. For the past eight years I've had a personal debit card. I experienced fraud back in October (the beginning of holiday "scammer season"). Once I reported it, I was advised to return online to request a new Debit card. I am unable to order a new debit card. Although the automated telephone system recognizes my phone number linked to my account, the website and app are "unable to recognize" my phone number. (Same number since 2010.) When I talk to customer service they tell me to contact my phone carrier to verify my information. (Problem is PayPal, not AT&T.) I was preparing to open a new business account; but if they can't resolve sending me a replacement debit card, how can I trust them to manage my business account?

[PayPal_Bindu]

Hello @Sgtday13 

Thank you for writing in the PayPal Help Community!

Sorry to hear that you've run into some issues with accessing your PayPal account and getting a new debit card. When you move to a different country, you have to close your existing account and open a new account in the country that you are now living. If you've opened a new account and confirmed your phone number, you wouldn't be having any issues while accessing your account. Is this the first time you're receiving an error message about your phone number? Such temporary situations can be resolved by trying some troubleshooting like clearing your cookies, history, cache, etc. from your browser or using a different browser/device.

If this is not the case, your best option is contacting the team to help you with accessing your account. Once you get access to your account, you will be able to submit a request for a new card by following the steps listed here.

Hope this information helps you,

Bindu