Phone number changed - can't log in

[SaintDH]

My mobile number changed a few years ago but I never updated my profile. 

Now I can't log in as Paypal wants to send me a text on the old number to verify the account.

I've tried logging in from a different browser which doesn't work.

Also tried using the Help Chat system, but this also requires me to log in to proceed.

Tried ringing the help support number but spent ages going round and round in circles with the automated options, could not get to a point of speaking to an actual person.

Funny thing is, when I selected 'Ask the Community' to access this forum, it allowed me to log in to create this profile to do this!

Really stuck as to how to resolve. Would really appreciate if anyone can offer some help with this please?

[joreq]

I cannot login into my PayPal account because my phone number is wrong and cannot get the verification codes. I cannot change my phone number because i cant login of course. @kernowlass @sharpiemarker 

[AnneOlivia]

Hello, 

I can't access my account anymore .

I get as far as them telling me they can text me... but there is no country code, and so, I'm totally locked out. 

Really frustrating and worrying...

Any help appreciated. 

Thanks 

[Vigfus]

Hi,

I don't mean to come off as rude or crass, but it's hard not to 😕

I'm trying to login to my account, but have to receive a text to an old mobile number I don't use anymore or support can help me by calling me on...drum roll...the same old mobile number or I could just reset my password by...drum roll...submit my old fcuking mobile number.

Way to make good UX and loose a customer - not that I think it matters if you have that kind of UX in place!

Update: Correct the highlighted errors and try again.

The ALREADY ticked box "I'm not a robot" got failed verification since I didn't tick the Reply box

*slow clap*

I'll show myself out...

[kernowlass]

@Vigfus 

1. This is not paypal customer services but a community user to user advice forum.

2. Bye then if you don't want advice.

[matea21]

Sorry, we couldn’t confirm it’s you

[Wbsolutions]

Hey guys and gals, My phone number had changed recently and now due to 2 step verification I can no longer access my account. I've seen a few posts about what to do and all seem to lead to phoning PayPal directly. I've tried this 3 days in a row and waited and hour and half each time with no response. Is there an easy way to navigate the automated service to speak to someone quicker? Any help would be much appreciated. Thank you

[kernowlass]

@Wbsolutions 

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.

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.

[pointless2020]

sorry but NONE of the suggestions such as trying different device or trying later or resetting password numerous times wil help!

paypal's new security is NOT part time or random!

ONLY ONE WAY TO RESOLVE... you MUST telephone paypal (in the uk it is a free number). i did and it took about 5 minutes to prove who i was and give them my new phone info.

or maybe try sticking one finger in your ear, clicking your heels together and chanting 'paypal paypal paypal' - which is as pointless as the suggestions i have seen on various posts on this forum dealing with new phone number security problems.

[RobKench]

Hi,

I changed my phone number and forgot to change my profile and now cannot login to change it because of mobile verification.

Is there an email address i can contact to ask about this?

Thanks

[kernowlass]

@RobKench 

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.

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/PayPal and @AskPayPal for Twitter.