PSD2 - unable to log in due to wrong telephone number

[LukeDavenport12]

Hi, 

Since the new PSD2 phone authentication was introduced (in the last few weeks?) I'm unable to log in to Paypal as my registered phone number is out-of-date (I didn't realise this as it wasn't previously required) and I have no access to the old number. Customer service will not answer my phone calls (the automated system keeps hanging up on me when I ask for an agent). 

Please can someone from Paypal assist, I'm currently stuck with no way to access my money with this new PSD2 requirement.

Thanks,

Luke

[officialsie]

I have the same problem. It seems really odd that they didn't put in an alternative way to authenticate given it is obvious some people will have out of date numbers. 

The only hope I have had in contacting Paypal to resolve the issue is through Facebook. If you message them on their Facebook page, an agent responds after a day or so. Then, after a few exchanges which take a few days to get through, they refer your problem to a specialist that as if a week ago, still hasen't emailed me. Btw, they normally don't understand the problem the first time but it might be worth being really clear on your issue to avoid having to message and wait a few more times after you send the initial messag.  

[LukeDavenport12]

Thanks for the reply. I was actually able to get through to Paypal UK customer service this morning at around 09:15, perhaps that is a good time to call. They authenticated me using my bank account number and changed my registered phone number, after which I was able to log in. It seems there are still real people on the phones, just less of them than usual. Hang on the phone and just say 'agent' when asked auto-questions.

Cheers

[officialsie]

Thanks a lot for the update. 

What number did you use?