Phone number changed - can't log in

[SaintDH]

My mobile number changed a few years ago but I never updated my profile. 

Now I can't log in as Paypal wants to send me a text on the old number to verify the account.

I've tried logging in from a different browser which doesn't work.

Also tried using the Help Chat system, but this also requires me to log in to proceed.

Tried ringing the help support number but spent ages going round and round in circles with the automated options, could not get to a point of speaking to an actual person.

Funny thing is, when I selected 'Ask the Community' to access this forum, it allowed me to log in to create this profile to do this!

Really stuck as to how to resolve. Would really appreciate if anyone can offer some help with this please?

[RealTurner]

I haven't used my PayPal for quite a long time but I have money in the account. Every time I try to sign in, in any way, including the app, it asks to call me on a phone number that is disconnected since my father died 2 years ago. Any resolution involves logging in to change the details but it won't let me do that first. If I click "Confirm in another way" it just loops back to wanting to phone me, and getting further help from PayPal seems to involve logging in too. What can I do?

[Altrius]

I had no problems using Paypal to pay an invoice at the end of May. Right now I'm trying to pay another one but it won't let me log in without adding a mobile phone number. I don't have a mobile phone. I only have a home phone number and it's being rejected. I can't even use the messaging under Contact Us to ask staff about it because it won't let me log in without one. I've tried using a free texting app on my tablet to try and get a number to use, but I can't get it to be accepted either, so I'm completely locked out of my Paypal account.

[sharpiemarker · Accepted solution]

@Altrius 

1. https://www.paypal.com/ca/smarthelp/contact-us     
2. Click Password and account access.    
3. Click Login problems.    
4. Click Call Us after “This information might help” box.
   
5. Call customer service number without logging in during business hours.

Or reach out to PayPal at Facebook or Twitter:    

https://www.facebook.com/PayPal    

Twitter: @AskPayPal    

[Altrius]

@sharpiemarker

I called and got through to customer service as you suggested, and was told that I'd been issued a request for a code to enter for account verification a while ago, when I've received no such thing. All it's asking me is to input a mobile phone number for account security, and I cannot move past that page because I don't have one. So the options I was given by the representative were as follows:

1. Wait 24-48 hours before attempting to log in again (already tried this)

2. Buy a mobile phone

3. Ask a trusted friend or family member to let me put their mobile phone number on MY account, and use that for verification

I'm very disappointed, and quite frustrated. I don't see why I need to bother a friend/family member for their info (and in doing so compromise my own account security) in order to apparently beef up my account's security. That's nonsensical and redundant. And needing to buy a phone I'll never use just so I can make payments is also silly. I don't want to waste $100+ just so I can pay off a $5 and $15 invoice.

I was able to pay an invoice smoothly and with no problems just at the end of May, yet only now my lack of a mobile is problem. I don't understand.

[ndp90]

are we supposed to call if we're not from US or Canada and pay a fortune to log in? is there an email or chat or callback option? I have access to my email and even changed my password a few times but it still asks for the same freakin phone when I try to log in. frustrating..

[kernowlass]

@ndp90 

I'm in the UK and customer services for Europe is in Dublin, Ireland so there are more centres than just U.S / Canada.

Contact options for each countries Paypal customer services are accessed by clicking help/contact bottom left of Paypal pages.

1. Paypal phones (you can use the guest option if you can't log in).
2. Live chat is also randomly available.
3. You can send them a message, (during business hours you may also be able to message whilst logged out).
4. Have you considered contacting Customer Service via Facebook or Twitter?
You can send them a personal message from their Facebook or Twitter pages.
However do not contact Social Media for any account issues as they will tell you to contact customer services as they can't advise on account issues apparently !
It's: https://www.facebook.com/PayPal and @AskPayPal for Twitter.

[malwins]

How sure is that to help?

[tall40guy17]

One of my employee has the same problem - She knows her account and password, but after she enters them it suddenly prompted an OTP verification and sends to OTP to an OLD mobile number that she is not using anymore. She seems to forget to update her new number in PayPal, which is really turning out as big pain.

To resolve this issue...

1) She has been calling the customer care numbers (  US time zone - [Removed. Phone #s not permitted]nbsp; and Philippines time zone - [Removed. Phone #s not permitted] for 2 days at different times during the day and night. The standard IVR response - WE CANNOT HANDLE THIS QUERY CURRENTLY.  She has ensured she is calling during business hours of US and Philippine timezone respectively.

2) The IVR also states to leave a message in the Message Center. The funny thing is to leave a message in the Message Center, one has Login in. It's a chicken and egg situation. I'm not sure how you expect customers to reach out to you in such situations.

3) She tried reaching out via Facebook and Twitter (https://www.facebook.com/PayPal   and  Twitter: @AskPayPal ) too and both response was to call customer care numbers.

3) Finally she reached out to me requesting help to check if I can post her query and have someone reach out to her or guide some way she can reach to customer care support.

Appreciate any help.

[FalleStar]

I did all this, and everything hinges on a phone number that no longer exists.

Even when I tried a burner-number I only got to "speak to" to a bot, no one

ever replies in anyway

[YNLP]

Yeah I called customer service and was on hold for literally 2 1/2 hrs...........