Unable to authenticate account

[ferraray1]

The number that I originally linked to my account is no longer active; I have been messaging someone from the contact centre who re-set my password but it is still asking for the verification. The person that I was chatting to provided me with the number <removed> but it cuts off after one ring- when I raised this, he said it's difficult to connect on a Saturday (even though it's open until 9) but it seems to me that the number wont connect either way?

When you try to authenticate, it does give the option to 'try another way' but nothing happens when you click on it.

[NeilCroix]

This is my issue exactly. I have tried contacting PayPal on Facebook and Twitter - they said they'd pass my problem on to their "specialist team" and then both conversation threads went dead. The most helpful people were at PayPal US - Contact Us without being logged in (the chat facility on the US site) but soon they told me this was beyond their competence. (One said I'd receive a call on my new number, but the call never came.) Everyone refers me to the UK Helpline which is, as you said, dead. Have you made any progress?

[Sabir320]

ok

[NeilCroix]

Do you have any ideas how to solve this? I've been trying every day for a week now.

[NeilCroix]

So far, the best ideas I found were here: https://www.paypal-community.com/t5/My-Account/Changing-phone-number/m-p/2433412#M106356 

but I have not been able to solve my problem yet. Phone lines are dead and the only live chat I've been able to get through to was in the US. Very friendly, but couldn't help in the end.

[Ube89]

Hello ! Same problem, i was picked by one of you since made my own article which i share here also

https://www.paypal-community.com/t5/My-Account/Old-phone-number-2-step-used-the-1-time-login-due-to-...

But by no means i need the community not some lone wolfing, if anyone of you have had tried to change password that lets you login and change the 2 step phone number, but do not go and waste the 1 change like did and change the phone number on info since the 2 step verification is separate from you're info so changing you're info phone number wont help you get past Cerberus two step program... Thank you all for being here.

[NeilCroix]

OK, I have now set up a *second* account using my alternative email address. Someone said that doing this had enabled him to contact Customer Service UK and get something done. I'll report back if this works.

[Ube89]

3 times i called the call line and when i thought that at last i got through to live person it was another bot which said that there are no live person on the phone due to corona... so irrensponsible.

[kernowlass]

@ferraray1 

Try downloading the app and changing the phone number via settings / using the forgotten password option / trying again another day when sometimes you can get in without doing the verification and then you can go and change the number.

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.

Paypal phones are mostly non operational since covid but sometimes you get lucky. (use the guest option if you can't log in).
If there is one available it will show when you click help / contact bottom left of Paypal pages for options available in your country.
Live chat is randomly available.
You can send them a message.
Or
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.

[NeilCroix2]

Hello there. I downloaded the app, but still I could not log in to my account without authentication on the old number. Nor was I able to contact Customer Services successfully. HOWEVER, after setting up a new account (with my junk email address) I have now been able to contact Customer Services as a customer - and they are available/helpful. I'm more confident now about getting the issue resolved.