I am disabled. How do I authemticate a PayPal Account when I can't use a mobile?

[dickeburne]

Here is the complete exchange. What do I do now?

PayPal Assistant

2:30 PM

Hi! I'm your PayPal Assistant. I can help with common questions like "what's the status of my dispute" or "I want a refund".

If I can't help, I'll transfer your message to an agent.

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Richard <removed>

2:31 PM

I'm deaf. I can't ue a mobile and I can't sear SMS messgaes

PayPal Assistant

2:31 PM

It looks like you have questions about a recent transaction decline. Is that right?

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Richard <removed>

2:31 PM

No

PayPal Assistant

2:31 PM

I found some articles in our Help Center that might help you. Check them out! If you need more help, please type “need more help".

Why can't I issue a refund using a bank account?

Why can’t I make or send a PayPal payment?

What can I do if I can't I log in to my PayPal account?

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Richard <removed>

2:31 PM

need more help

PayPal Assistant

2:31 PM

I can transfer this conversation to an agent. The estimated response time is a few hours.

Our customer service staffing is limited due to the coronavirus (covid-19) crisis. We've put together some useful information in the Help Center to quickly resolve your issue. I'll stay here while you take a look.

After I transfer the conversation, you can close the window and come back to it when it’s convenient for you. When we respond, we’ll send you a notification with a link to the Message Center where you can reply.

Would you like to transfer this conversation to an agent?

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Richard <removed>

2:31 PM

Yes

PayPal Assistant

2:31 PM

Please send us a detailed message below and an agent will respond as soon as possible. If you have a related transaction ID, date, and amount, please include it here.

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Richard <removed>

2:33 PM

I have ahad a requwest to cionfirm my mobile number by SMS. I don't NOt have a mobile, and even if I had, I can't use one becasue of limited vision. I amd also deaf so I can't hear an SMS message on my landline. What do I do?

Marvin

4:04 PM

Welcome to PayPal messaging. My name is Marvin.

I understand you want to continue using PayPal as your payment platform and in your situation that you don't have a mobile number, you may be able to continue doing that by paying on checkouts as a guest or simply without logging in to your PayPal account.

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Richard <removed>

4:30 PM

That doesn't really answer my problem. What if I have a refund?

Do I have to start a petition mong my followers to get PayPal to consider its disabled customers? So far it seems you don't care. If so? What do I do? Ask foro a boycott of PayPal until you meet disabled access requirments?

Jamie <removed>

6:47 PM

I really am very sorry if the authentication process being launched does not work for you, we greatly appreciate the feedback and rest assured that we will try to figure out another way to help people that are in the same situation as you to be assisted in this process.

I’m really sorry that we couldn’t make things happen the way you wanted to, but I’m glad I was able to tell you what the process is.

We aim to provide you with the highest possible standard of Customer Service. Yet sometimes things can go wrong. If this is the case please let us know and we will do our best to find a quick and fair solution to solve your issue.

We will keep you updated throughout our investigation and we will endeavour to resolve your complaint as quickly as possible. More complex situations may require further investigation, if this is the case we will give you regular updates until we can provide you with a response.

To submit your complaint:

Go to Contact us.

Click Feedback and formal complaints.

From the 7 options, select the complaint type which best matches the scenario you'd like to address.

Click Email Us. (You may need to log in.)

Complete the webform with both your personal and complaint details.

Review the details and click Send email.

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Richard <removed>

6:58 PM

No. I can't be bothered. You sort it out. 4% of UK people don't have mobiles. And many more do not have a reliable signal. That is a large number of people. You need another alternative way of authenticating for PayPal or you ar going to lose many account

Joshua

4:04 AM

Hi Richard, I was able to read the entire conversation and I do understand the importance this matter to you.

Please be advised that as a payment processor PayPal is following a common industry practice to help ensure a safe environment.

In addition, I will also raise this for you to check what are the other option for this one. Looking forward rest assured that PayPal doing this to to make sure customers' accounts are 101% safe and secured.

Feel free to reply whenever you're ready and we'll reply as soon as we can.

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Richard <removed>

9:52 AM

You, not just I, need another way of authenticating PayPal accounts. The assumption that everyone has and CAN USE a mobile is becoming common. But that ignres thousand of disabled people who can't use one. If you look at my account transactions you will find I use PayPal frequently. Being unable to do that would be a ral inconvenience to add to teh inconvwenience of not being able to use a mobile and not hear SMS messages.

1. AS you wll see from teh above message, even on a full size keyboard I have difficulty in typing. Copuld I enter a ten-digit number without mitsakes? Unlikely.

PPS. Surely these conversations establish my identity? The bocx in which I am typing this is too small to see easily and if I try to zoom the screen it disappears completely. When I try to edit what I have typed the edits are not always accepted..

Shilpa

11:29 AM

Richard I can definitely understand the trouble but this is a security process we carry out prioritizing the safety of your account.

I would like to provide you the steps to follow when you do not have a mobile number and when your land line is compatible to receive code, kindly follow the steps.

Download and install Desktop version of VIP Access from https://vip.symantec.com/

•Login to account, go to Settings - Profile - Enable 2FA on the account.

•Open VIP Access Token on Desktop.

•Follow steps to register Symantec Security Key – (Add Serial Number and 2 One Time Passwords generated by the Token).

•2FA Enabled which is SCA compliant. You will now be asked to add the Symantec One Time Password at login instead of a One Time Password sent via SMS.

Feel free to reply whenever you're ready and we'll reply as soon as we can.

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Richard <removed>

12:01 PM

Sorry. I cannot login to a symantec account. What now?

Shilpa

4:20 PM

Richard could you let me know the exact error message that is shown or perhaps provide me with a screenshot so I can check this further for you ?

Feel free to reply whenever you're ready and we'll reply as soon as we can.

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Richard <removed>

4:55 PM

Screen shot - I hope:

Your file has been uploaded.

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Screenshot_20 ... here.png / 0.77

Delia

9:14 AM

I understand that you want to have an aunthentication to be set up. An Authenticator APP is an application that can be downloaded to a PC or Smart Phone. It generates a passcode which can be used for Two Factor Authentication (2FA). Once downloaded, customers can set up the Authenticator App, through their Security settings.

Here's how to activate your PayPal Mobile Secure Key on your PayPal account:

1.Go to www.paypal.com and log in to your account.

2.Click the Settings next to "Log out."

3.Click the Security tab.

4.Click Edit beside "Security Key."

5.Enter your mobile phone number.

6.Review and accept the terms and conditions.

7.Click Register Mobile Number.

8.Check your mobile device for the SMS we just sent you.

9.Enter the SMS 6 digit confirmation code.

10.Click Activate my Security Key.

11.Click Done.

* Please ensure that your mobile operator does not block your phone from receiving commercial and promotional messages sent to your number. if your mobile operator is blocking these types of messages, you won’t be able to receive the security key messages.

If you have no further questions, you can click on "End chat" button whenever you are ready. Thank you for contacting PayPal. I wish you a good day! Take Care

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Richard <removed>

10:57 AM

This conversation started becasue I do NOT HAVE AND CANNOT USE EVEN IF I HAD A MOBILE. This advice is useless.

Alexander

11:53 AM

I will be more than happy to check your concern. Please give me sometimes a minute or two to review your previous conversation.

User: Download and install Desktop version of VIP Access from https://vip.symantec.com/

User: Login to account, go to Settings à Profile à Enable 2FA on the account

User: Open VIP Access Token on Desktop

User: Follow steps to register Symantec Security Key – (Add Serial Number and 2 One Time Passwords generated by the Token)

2FA Enabled which is SCA compliant. User will now be asked to add the Symantec One Time Password at login instead of a One Time Password sent via SMS.

Feel free to reply whenever you're ready and we'll reply as soon as we can

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Richard <removed>

11:59 AM

See message timed 12.01 yesterday. I couldn't do it.

Abegail

1:37 PM

I understand how important this concern for you don't worry I will do my best to help you resolve your concerns. I'm sorry for any inconvenience this may be causing you. you can still complete SCA through an automated phone you need to select the “Have Us Call You” option and enter the code displayed on the screen, once you receive the phone call. Feel free to reply whenever you're ready and we'll reply as soon as we can.

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Richard <removed>

3:33 PM

As I said above. I can't HEAR an automated message

Lets start again. I am disabled. I have vision and hearing defects. to read your messages I hacve to copy ad paste them into a Word document and change e to 14 or preferably 16 point to read them. To read what I am typing I have to use a magnifying glass. I can't use a mobile. I can't hear an automated message. I can't type consisently so entering a te digit code might be impossible unless I can copy and paste it which I can't do from a spoken message I can't hear...

Sean <removed>

5:46 AM

Thank you for the clarification and I apologize for the inconvenience. Allow me to provide my assistance for you regarding this matter. Since receiving an automated call is not possible, the best option that I can provide would be using an Authenticator App. However, you told us that you are unable to proceed with using the Symantec. Since this application can be downloaded to a PC, may I know what issue you are experiencing for this option?

Feel free to reply whenever you're ready and we'll reply as soon as we can.

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Richard <removed>

10:31 AM

See screen shot with message timed at 4.55 pm

Lizadella

11:21 AM

We regret that you have challenges completing the Strong Customer Authentication process.

Please allow me to clarify you can download the Symantec (Symantec VIP) Authenticator app directly on their website. You can use the link below to download:

https://vip.symantec.com/

Once you have downloaded , you can set up the this up through their Security settings:

    Log in to your account

1. Click Settings (gear Icon)
2. Click Security
3. Click 2-step verification

We regret for the trouble this has caused you.

If you need further assistance, please do not hesitate to let us know.

Feel free to reply whenever you're ready and we'll reply as soon as we can.

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Richard <removed>

3:35 PM

I have tried - several times. The codes refresh far too quickly for me to use.

Even copy and pasting between two screens I can't move that fast, because one screen is overwritten by the other. By the time I have closed the first screen, moved to the code screen, copied the first number, and back to the first screen more than 15 seconds have passed and the first code is no longer valid.

Please note: I am disabled. Can barely see the box in which the code mubers re disp;ayed and it is overwritten by the screen on which I have to enter the codes. Even copyiong and pasting the first code takes me almost 15 seconds going as fast as I ca, I have no possibility of entering TWO in fifteen seconds.

Vinay

4:08 PM

I am sorry to hear about your situation in this case I kindly request you to please call our product specialist on the following number <removed> they can help you.

Please note that there might be delay for calls to get connected, as our staff is limited. Please stay connected our representatives will definitely pick your call.

Messages are dealt with in the order they’re received. When we reply, you'll receive a notification in your app, PayPal account and email. Thank you.

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Richard <removed>

4:11 PM

Ouch! I said said - above - that I am deaf. I couldn't hear your product specialist.

[white112]

Paypal is discriminating against people who are disabled. I am deaf as well and I live in an area where I cannot use a mobile phone.

so how am i to link my bank account without being able to use a mobile phone? It is the only option in setting up my account! I can, as an alternative, receive a message on my landline which then gets translated to text but landlines do not qualify as the primary contact in account settings. In reading what Richard here wrote and seeing his frustration I am in the same boat. I feel like a class action suit or a bill needs to be passed to help people who are being discriminated against in this new era of 2FA. But both of these solutions to the macro issue are not helpful to me in getting my current account linked.

[kernowlass]

@white112 

You don't hear a text you see it so being deaf should not be an issue.

Secondly if you don't have a signal (i don't either) then i got a wifi phoning phone.

[dickeburne]

I can't use a mobile so I don't see text messages. They are sent as voiced messages to my landline - but I can't hear them accurately either.

[domdomr]

You, I or someone else because all it takes is one person to file a BBB (or other) complaint against Paypal for discriminating against their customers who do not have mobile phones because they don't offer another option to send security code numbers to our land line phones. 

[domdomr]

Paypal has no right to discriminate against customers where its required you must own a mobile phone in order to receive the security code number by text when they offer no option to receive security code by land line phone. 

[kernowlass]

@domdomr 

Not discrimination, its new security requirements legally approved in every country where its been adopted.

Not sure why anyone would NOT have a mobile phone to be honest.

[dickeburne]

I am disabled. I cannot use a mobile phone. My fingers can't use the device. What now?

7% of the UK population Do NOT HAVE A MOBILE PHONE> Are we all excluded?

[kernowlass]

@dickeburne 

As you would need a mobile phone to log in in the future then sadly yes as paypal is legally obliged now to request you to do so.