Cant access account ... hacked? Phone number doesnt match cannot reset.

[jambalaya421]

i noticed some odd charges in bank account, and compared to current paypal account. does not match. figured it must be old paypal from years ago. I am unable to login, and while email is correct, they wish to verify by phone. phone number in account is same area code but nothing else is even close.

besides calling paypal, is there anything i can do?

[sharpiemarker · Accepted solution]

@jambalaya421

If locked out of PayPal account, you must contact PayPal for assistance:

Click HELP at the top menu, scroll down to click CONTACT US, and then scroll down to click CALL US. Use the PayPal Guest option since you accessing a locked account.

Or try private messaging via social media:

Facebook: https://www.facebook.com/paypal

Twitter: @AskPayPal 

[shondiaz]

Good Evening, 

This solution does not work. It appears the suggested course of action is to wait for a fraudulent charge to take place, at which point, paypal will begin to place more effort on this problem. When the user eventually reports fraudulent charges, paypal gets to spend their time and energy resolving that issue. I would think that it would be more cost effective to just allow users a way to log into their account using the original email address. The secondary identity check needs to span beyond just "phone" and security questions, since those can be easily changed. You should allow us to verify using the attached bank or card information since that is the truly uncompromising data point. Below is the recommended course of action that has failed. I understand that the corona virus is slowing down companies, but this sort of thing is going to cost paypal more in the long haul, both in reputation and in dollars. Fix this login issue, or pay the price over time.



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That will not work, your system will not allow me to reset the password. This is an old account and my phone number has changed. So I cannot complete the secondary identity check.

Someone has accessed the account (i know because I am getting emails of their activity). Someone else is in my account and I can not do anything about it.





Unauthorized charges can be a very frustrating experience, but don't worry


You're protected against unauthorized transactions sent from your account


Let's start by resetting your password to ensure your account is safe
Reset Password


Next, report any unauthorized activity
Report Activity


Once you report the transaction, we'll take up to 10 days to investigate


Was I able to help?


Sorry, I don't understand 

You can search in the PayPal Help Center or tell me which topic you need help with
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My Account
Payments


just close my account so that the charges dont begin to happen



Sorry, I don't understand 

You can search in the PayPal Help Center or tell me which topic can I help you with
Search Help Center
My Account
Payments