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?

[Donnamaria]

I have changed my phone number and can’t get into my account to add it or log into PayPal how do I solve this ?? Thank in advance

[Bokkani]

I have moved from one country to another.

In the meantime, 2FA has been introduced for login as mandatory, I salute that, but now I cannot do anything with my account as my old phone number I don't use for several years.

I cannot find any help - via chat or any other way.

Can Someone please advise how can I log back into my account? Of course, I am happy to be verified but it seems to me I cannot reach that part at all.

[kernowlass]

@Bokkani 

Paypal is country specific so if you move countries you have to open another paypal account in the country you reside in and add an address / phone number / bank accounts / cards from within that country.

You should really withdraw any funds / resolve issues / remove cards and bank accounts / cancel any subscriptions and close the old Paypal account before you move countries. If you don't then you may have problems doing so once you have moved and may need to contact customer services for help to resolve things.

Try:
1. Downloading the app to see if it will let you in to change / update it in the settings.
2. Log on via developer.paypal.com, go to paypal.com and change it in settings.
3. Use the forgotten password option several times.
4. Trying another browser that may let you in without phone verification (then change it when you have logged in).
5. Trying again another day when sometimes you can get in without doing the verification and then change the number.
6. Changing the password a few times sometimes works as it can bypass the phone verification.
7. Try clicking on P top of the forum page and see if you can log in via the forum.

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.

[nuget85]

Hello,

my phone was stolen, I have new one with new number. My phone is not smartphone (no application can be installed into). How I can change number to new one to pass verification? I cant log in to my account.

Thanks,

Bruno

[Manl1]

Going in circles here. Trying to contact PayPal by phone (as no other method works without access to my old phone) but then they say it's quicker to log in and i need to authenticate, with you guessed it, my old phone.

How can i log in without my old phone number to change to the correct one? Very very frustrating and as usual, the "old forms" of communication, like a simple chat, or telephone call don't work either now

[kernowlass]

@Manl1 

Try:
1. Downloading the app to see if it will let you in to change / update it in the settings.
2. Log on via developer.paypal.com, go to paypal.com and change it in settings.
3. Use the forgotten password option several times.
4. Trying another browser that may let you in without phone verification (then change it when you have logged in).
5. Trying again another day when sometimes you can get in without doing the verification and then change the number.
6. Changing the password a few times sometimes works as it can bypass the phone verification.
7. Try clicking on P top of the forum page and see if you can log in via the forum.

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.

[ZIQI]

I cannot access my account because I have changed my mobile number, but without log in to my account, I cannot even talk to an actual customer service???!!! I which world could this logic make sense? why can't you just give us a simple email so we could just talk to you? why does everything have to be so complicated??? 

[Barusee98]

hello very much please help. I can't log in to my account because, since the old phone, I don't have the number where PSD2 goes, I don't have any of the numbers where I get PSD2 sms. Where please ask or write an e-mail. to change the phone number is now up to date. I'm already clueless about it, nowhere can I find out how to proceed in such a situation. Thank you very much for the advice

[kernowlass]

@Barusee98 

Try:
1. Downloading the app to see if it will let you in to change / update it in the settings.
2. Log on via developer.paypal.com, go to paypal.com and change it in settings.
3. Use the forgotten password option several times.
4. Trying another browser that may let you in without phone verification (then change it when you have logged in).
5. Trying again another day when sometimes you can get in without doing the verification and then change the number.
6. Changing the password a few times sometimes works as it can bypass the phone verification.
7. Try clicking on P top of the forum page and see if you can log in via the forum.

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.

[SeftonBooth]

Don't know how to fix this. I did explain to someone on the phone but we got cut off. 1. Opened PayPal account years ago with old email and old phone number. Linked it to my bank account. 2. Years later opened a new PayPal account linked to my current email and the same bank account as before. 3. Every time I get a purchase it goes through my old email. 4. Don't know PayPal password to reset/close old email. 5. When trying to reset it, it sends a message to my old phone number that I don't have any more. Why does it worry me, I can't log in to see the activity or if everything is OK. Can anyone help?