Someone takes over my old Paypal account in a foreign country using old phone number

[huyan]

Hi everyone, 

10 years ago, I created a Paypal account in Vietnam using a phone number in Vietnam as MFA. 

Yesterday, I received a Paypal alert via email saying someone is changing my password and address in that old PP account. The new address that person updated is in USA. 

I guess someone is using my phone number in Vietnam (which I no longer use) to reset password and gain access. 

I reached out to Paypal in USA, the answer I got is to contact Paypal in Vietnam via the Vietnam phone number, which I can't do it because I can't make international call and it's costly considering the wait time. 

I googled and there are suggestion to Paypal email (unsolicitedemail), I did but looks like the person in Vietnam is still accessing my account chat with Paypal support there (I see alert through my emails)

What should I do now?

Any help is appreciated!

[PayPal_Meghan]

Hello @huyan, 

Thanks for joining the PayPal Community! 

I'm sorry to hear someone was able to access your PayPal account and change information due to an old phone number. I know how scary unauthorized access can be, and I'll be happy to provide some guidance. I would first recommend trying to log back into the account using your email and resetting the password by following the instructions on our Help Center here: I forgot my password. How do I reset it? If you're unable to because of the old phone number, you may have luck with reaching out to Customer Support through social media. We have Customer Support teams on Twitter, Instagram, and Facebook as well as through our website. If you are able to log in, you file an unauthorized dispute on any unrecognized transactions. If there aren't any, closing the account may be the best option as it sounds like you've moved to a new country now. 

I hope this information helps you report the activity! 

- Meghan

[huyan]

Hi Meghan, 

When I click forgot my password, the only option to reset is receiving code via phone number (which is the Vietnam phone number that I no longer have access). 

I already reached out Paypal in US (where I locate) but they suggested me to call Paypal in Vietnam because they said they couldn't help with Paypal account in other countries. I will try to reach out to Paypal via Facebook. 

Best, 

Huy