New phone provider 2 Factor Authentication overlooked login issue!

[Daniel21216]

Dear PayPal, I am writing to you as a very frustrated customer and am not happy with your service whatsoever. I recently changed phone providers from Three to EE. I am STILL locked out of my account because 2-Factor Authentication is enabled on my and cannot receive SMS text messages as I've ended ties with the provider. (The old number is [removed, phone numbers not allowed] and the new number is[removed, phone numbers not allowed]) Once I noticed the issue, I tried to contact your customer service (which was made impossible) For a start your main phone line doesn't even work or operate, it just hangs up as soon as you call (I've tried on multiple devices). Further to that, in order to message you online you have to be signed in. What help is that? Anyway, after nothing worked I took to Twitter and spoke to LKP who wasn't very much help at all. He just repeated himself 30 times, saying I can only get help through the website. Which I proved did not work and he proceeded to ignore my request, would have been better of speaking to a robot (at least now you know how to save some money during this pandemic). So I started wasting valuable time doing my OWN research and found a HIDDEN PayPal mobile number on your website, it took a lot of digging. I called the number and got through to my first agent, who claimed she'd changed my number and I should be able to login in a few hours after she kicked me off the phone because she had no idea what she was talking about. Half a day went by, still nothing has changed and I'm still locked out of my account. I called for the second time, asking again for help to access my PayPal account. The man on the phone managed to add my new number to the account and asked me to wait 24 hours, which I did. But still my old number is there! When I log in with[removed, phone numbers not allowed] it then asks me verification for [removed, phone numbers not allowed], this is ridiculous! I called for a THIRD time and the man said in order to access my account he will need to ask me a security question generated by LexisNexis, which by the way was the most irrelevant, random and unsecure question I have ever been asked in my entire life. I was then told my answer was wrong and we could not go any further at this stage, he said he would call me back which he didn't (was just another attempt to kick me off the phone whilst he watches his favourite Netflix series working from home.) This behaviour is unacceptable for a company of your size and want a good explanation. Kind Regards, Dan

[MidnightsCarni]

Just changed my mobile phone two weeks ago and hadn't gotten round to updating this info on sites like these...and wham! Locked out of my Paypal account for the first time ever in ten years! 

Can't change my info now, because I can only do it once logged in. Can't log in! Can't contact customer services, because I have to be logged in to get a code on my mobile. Guess what? Can't frikking log in! 

So, what do I do now? My business income, that puts food on the table for my family, is now an impenetrable fortress that no-one's getting into, including me!   

Someone help, please!

[Chadwick2]

Same problem

[Ivanov_I]

Have similar problem... Looks like both phone numbers i provided are without country code 09*** and it should be <Removed>*

So I can not log on, neither from android apk nor from PC... And longing from confirmed long time used android phone should suffusion for 2 stage verification....

So what shell i do now? At least PayPal can provide authorization via my debit card... similar to initial card registration.

[oceandave]

At  last with many thanks to EwanBrown967 on a post to my similar question. First of all Paypal contact service number in UK is <removed>.

Web address is :- www.paypal.com/uk/smarthelp/contact-us. When you ring the number an automated voice will answer, wait until they ask what your phone number is and say "I don't know". Next question answer "close accopunt". This will put you through to an operator who will change your mobile to your new number. Then log into your paypal account as normal....if you see your old phone number, log out then back in. When your new number is active a 6 digit code will be sent to your phone. Insert code and you are then "authenticated". You now have control again of your account. It takes about 15mins. You may have to do this twice to authenticate your account. The operator stays on the phone with you until your account is activated. 

I would like to thank Ewan for this WORKING SOLUTION to a lot of Paypal customers frustrations this year(me from Jan 7th onwards).....and of course Michael the operator who was polite ,friendly and totally professional in his customer approach. 10 out of 10 for him.

A note about the PSD2 security feature....as people have said it is just another layer of security like your bank ....just protecting you against the fraudsters of the world....that seems to be a good idea to me.!!

This smart help was just for the uk,, so please see if you have a slightly different web address for the country you are living in. GOOD LUCK everyone in updating and then authenticating your account.