PayPal Community

They are lying when they say that this issue has a solution, it's not working for many people that are still stuck in an endless loop.   The loop is described in more detail (and constructively) here: https://www.paypal-community.com/t5/My-Account/Account-unusable-due-to-PSD2-authentication-phone-number-changed/m-p/2638496    People should remember that helpers which post an incorrect answer, or insufficient for many users that are still stuck, are not to blame. PayPal just engineered this bad situation, and without official response to this widespread issue they are running away from their responsibilities after implementing some system (PSD2) while being shortsighted and not willing to solve problems arising from it. Denying the affected customers any form of support by a human, which is the only way to solve it.   The "solution" on topics about this issue aren't more helpful than bots, they package it to look good but it won't be helpful to get out of this endless loop where you are locked out of both your account and support. It is worse than Tier-1 support, as even these helpers don't fully understand the severity of the situation.   Back to it: Live Chat isn't available for me, or perhaps not in my entire country. For getting support you need to be signed in with the account that you need support for. This is the summarisation of the endless loop (deadlock) it causes, but for more details, again, please read the attached topic link. The other ways this deadlock starts (e.g regular support requiring your login, and coronacrisis meaning that PayPal support phone line is unmanned, and bot replies on Facebook and Twitter of PayPal Inc) see the first attached link.   Some tech journalists need to write about this scandalous treatment and depriving of people's money by PayPal Inc. They have succeeded to lock out masses of people from their accounts for many months already. Maybe they want interest rates on our money? I can't figure how naive they need to be for such bad implementation.   And they just want to shove it under the carpet. No one affected has any place to really receive support for resolving this situation. They get tired of yelling against a wall and just give up hope. ... View more

They are lying when they say that this issue has a solution, it's not working for many people that are still stuck in an endless loop.   The loop is described in more detail (and constructively) here: https://www.paypal-community.com/t5/My-Account/Account-unusable-due-to-PSD2-authentication-phone-number-changed/m-p/2638496   People should remember that helpers which post an incorrect answer, or insufficient for many users that are still stuck, are not to blame. PayPal just engineered this bad situation, and without official response to this widespread issue they are running away from their responsibilities after implementing some system (PSD2) while being shortsighted and not willing to solve problems arising from it. Denying the affected customers any form of support by a human, which is the only way to solve it.   Live Chat isn't available for me, or perhaps not in my entire country. For getting support you need to be signed in with the account that you need support for. This is the summarisation of the endless loop (deadlock) it causes, but for more details, again, please read the attached topic link.   Some tech journalists need to write about this scandalous treatment and depriving of people's money by PayPal Inc. ... View more

Nope, it appears PayPal doesn't care at all.   Since no humans are available at PayPal at the moment, I had to find peace with not using my main account until the coronavirus crisis is over and support starts using humans on their phone helpdesk again.   It's sad, and a huge inconvenience. Through this reality, a lot of people that have money balance on their account which got blocked due to this, are locked out of using their own money.   I can't imagine a legitimate reason why PayPal would totally ignore these kind of side effects of their non-thought-out new policies, exaberated by not having a phone support desk due to coronavirus (or at least not when you cannot login due to the issues at hand, the authentication fail).. maybe something shadier is at play, like they want to profit the money interest rates of all those affected people with a significant account balance. This is just the worst they can do for customer experience. I will probably end up not using PayPal again after this debacle, it's unreliable and even unsafe to store your money. This incident proves it. ... View more

@kernowlass I don't think you realize it is really as bad as it looks like.. we are locked out of support. I will address the majority of your recommendations:   - PayPal phone support is out of business for my country, until pandemic is over. So no 'lucky moments' - There is no live chat possibility for me, maybe it's not for my country (Netherlands)   - I tried contacting PayPal support over Facebook - all i got is a bot that guides me through a menu. There is no single way to get a human to answer on the Facebook messages - it keeps referring to known solutions/answers depending on what you choose. If you type something yourself, it will say "Sorry, i didnt understand that" kind of stuff, so no, its not staffed. So, if this is how PayPal sorts out their "e-care" department, it shall be the same on Twitter?   - "Guest option" that you mentioned: i looked in all support pages, and there's no guest option to send my support request (for resolving being locked out due to this matter). Like stated before, you must login before you can contact support. But logging in is exactly what's not possible at this stage.   So - what now? It seems that it's a professional job of locking people out of all support channels. Then the corona pandemic completely ruins it even more. ... View more

Yes, how naive can they be.. this is a serious issue, and it's even being ignored. I am also affected   Many, and i mean many people have an outdated phone number in their account. So they decided to completely lock these people out. Because:   - Without the ability to log in (due to Paypal wanting a verification code *from* the outdated number) you cannot: * Go into the account to update your phone number * Contact support in any way, about you being unable to update the phone number, so you can regain acces of your account   So i tried to call the support of PayPal, and at the end of a complicated choice menu it funnily said: Due to Corona crisis, the support center is closed. Ok, so there's no single way to reach PayPal and regain access of my account? Really?   Which bright mind decided it was a good idea to implement this technology without fallback methods for those that have an old phone number in their account? Is it conveniently not thought about, because PayPal wants to get rid of some customers (e.g wants the balances of many accounts at once, for themselves). I can't explain otherwise, because the problem, and how they could avoid it is so obvious.. and the deadlock for users is obvious too. Because like i said, i cannot even contact support without the ability to log into the support pages! It really almost looks deliberate, or plain stupidity.   Think about it when integrating stuff into Paypal. Anyone can figure out what goes wrong here. And how about this topic starter getting his complaint ignored?   I came here to say i also lost my access, i also created a new account purely for this purpose - just to probably get ignored, and NEVER get my account back. ... View more