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?

[Dogear]

I cannot access my Paypal account. I have a landline UK number in my profile but the PSD2 verification process does not call it for some reason so I cannot enter the given verification number. Of course I cannot change my phone number as I can't get into the system. What on earth should I do? I'm tearing my hair out Any help would be greatly appreciated, thank you.

[Merdzanovic]

Hi,

I have a problem with my main PayPal account. I am able to change my password and log in. But PayPal is asking me to verify with SMS on an old phone number which I don't have anymore. I know all details for this account. But no way I can log in.

I know which number it is but would like to change this. But no way I can change it if I can't access my account. 

Thanks.

[matsekern]

I have two paypal accounts, one connected to my work email and one to my personal.

I havent used the personal in a while, and when i tried to log in i was requested to change my password due to security reasons. No worries as it was time to update login credentials anyways. When i tried to enter a new password and log in i got an error message stating that there was a problem on their end, so essentially i am locked out of my account. I have tried everything, using different browsers, even switching computers. I have scoured their support pages, managed to find a valid phone number, and after being on the line with paypal robots for 20 minutes i just got an automated message stating that i cannot be helped over phone and then it hung up. What should i do here? I can 100% prove ownership of the account, it is connected to both my email and phone and has been verified with ID. Doesnt seem to be any way to get help...

[Ruthybogle]

i am trying to sign in to my account and as I have not used it for a while, my phone number is now changed. I am unable to get in to my account to change it in my settings as it's two step verification process....I need to be able to use my PayPal asap.....CAN YOU HELP?

[simon8881]

Try buying something and then go straight to your account,it worked for me.

[PayPal_Ayesha]

Hello @Ruthybogle,

Welcome to the PayPal community and thank you for your post.

I am sorry to know that you are facing issues while logging into your account. If you are unable to login into your account, please visit PayPal log-in page and tap or click “Having troubling logging in?” from the device you normally use to access PayPal. If you have the PayPal app and have a Touch ID enabled you can access your account without entering your password. At this time, you can’t reset your password in the PayPal App. If you still cannot log in, I would recommend you to reach out to our customer support team by clicking on contact at the bottom of the page. 

I hope this helps.
Ayesha
 

[Tuttu13]

Hi! I can't log in because my old phone number no longer exists. I should receive a confirmation sms after entering my password, but this is impossible because I have had another phone number ever since. Can I change this or can I log in without sms? (Sorry for my english) Steve

[kernowlass]

@Tuttu13 

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.

[Sml60]

****Update!!! I've cracked it myself! If anyone needs any help doing it feel free to contact me **** Hi all, 02 have changed my phone instantly so I haven't been able to change the number on my PayPal account 🤦 I cannot access my account due the two factor authentication so I'm at a loss how I can access it. I have PayPal credit so I need to be able to pay this every month. If I phone them tomorrow will they be able to change the number for me? Any other solutions? I've tried going through the app and it doesn't work still have same problem.

[Adi201]

Hey! How did you manage it?