Cannot log in any more because authentication phone call is not sent to my landline

[ptalk]

I am stuck because I can no longer access my PayPal account. In April 2020 I made sure my phone number (landline) was up to date, as per PayPal instruction "Check that your current telephone (mobile and/or landline) number is correct in your PayPal account Profile."

Now when I try to log in, the interface says it needs me to use the keypad to enter the authentication code when I receive the phone call on my landline number.  No phone call is received. I press re-send and still no phone call is received.  I try resetting my password and that works but then I have the same message to require authentication and I never receive the phone call on my landline.

I have seen another post that says PayPal cannot authenticate using a landline, but that is not what PayPal instructions said.

I would be quite happy to change the phone number to a mobile number but I cannot make changes to my profile without logging in.

I cannot contact customer services without logging in and of course, I cannot log in.  I hope this community has PayPal watchers checking the posts as I do not know how I can ever get into my account any more. Please help.

[kernowlass]

@ptalk 

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.

6. Try clicking on P top of the forum page and see if you can log in via the forum.

7. Log on via developer.paypal.com, go to paypal.com and change it in settings.

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/PayPalUK and @AskPayPal for Twitter.

[ptalk · Accepted solution]

Thank you.  I eventually found a PayPal contact telephone number on line.  Although there was a fair wait, when I got to a service representative, they sorted me out quickly and changed my landline number for my mobile number.

It seems others have a bigger problem if they only have a landline and it is a shame PayPal don't put in the technology to use the landline to obtain the confirmation code.

[tommyzulu]

I too have had this problem and have phoned PayPal for a resolution many times on their UK number  - but they say there are many of us in this **bleep**-de-sac and they currently have "no timescale" for resolving the problem.

I have sent them emails but they never respond.

I am now complaining to the Financial Services Authority.

As soon as I can log in and clear my account, I shall close it and NEVER use PayPal again.

They are impossible to deal with.

[kernowlass]

@tommyzulu 

So its Paypals fault that you don't have an up to date mobile phone on your Paypal account for the i.d. confirmation?

OR that you didn't see the reminder on your paypal account for the last few months telling you to make sure you update or check that number before the new policy comes in?

Good luck with the FSA think they may well have the same view as me that its your fault for not keeping up to date contact information on a legal financial account. If you want more advice and new options for logging in then feel free to ask.