‘can’t confirm it’s you’

[chloe792]

i am using a friends account to write this. but i go to log in, and seem to of forgotten my password, so i go on forgot my password to reset it, and instead of giving me any options it just says ‘we can’t confirm it’s you’ nothing else, meaning i can’t access my account nor can i change my password, i just want paypal to email me with the option to reset it. i need to get into it asap

[kernowlass]

@chloe792 

Sounds as if you haven't got a linked phone added to your paypal account so paypal can't verify its you with a text.

You would have to phone customer services and see if they will verify you via your security questions and then add a phone.

As you haven't said what country you are in then can't give you anymore contact info than click on help/contact bottom of paypal pages for options available for your country.

[chloe792]

i’m in the uk, and i called them up, and they asked for my current address, which they said doesn’t match the one on the account, so i ran through my recent ones (5 in the last 6 months) and still didn’t match. i presume through making the account i mistyped it. to which i said are you not able to just ask me the security questions as i’d be able to answer them or just email me as i of course have access to my own email. but they weren’t able to help. they said the only thing i can do is make a new paypal account and prove my identity to transfer the money over. however the paypal account in question isn’t under my legal name, it’s under my nickname as i it’s what i am known as. so i can’t prove that it’s me. but is there no way i can just be emailed with the option to answer security questions and/or reset my password through my email. i don’t think i have a phone linked to it as it’s a relatively new account. thank you for your reply

[kernowlass]

@chloe792 

Sadly not and if you opened your account with a nickname then you would never be able to provide documents to prove your i.d as the name on the documents have to match the name on your paypal account.