I forgot password-password says "Sorry we couldn't confirm its you"
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
I have an account and I have money in my account. I forgot my password. I followed the steps and clicked "NEXT" but the system is telling me "SORRY WE COULDN'T CONFIRM IT'S YOU" but the very same system recognizes that I already have an account with the same email. I need to change my password ... PLEASE HELP ME - I have money in my account.
- Labels:
-
Login Issues
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
so today I got 4 email addresses from Paypal first one is saying that someone has changed my password and then removed my credit card from the account and then added his credit card, and somehow he did all of this without needing me to confirm anything through my phone, and when I tried the forget your password option it says it couldn't confirm it was me...
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content

- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Hi @Terry-Africa,
Thank you for your post and welcome to the Community! I'm sorry to hear that you're encountering messaging that says that we can't confirm it's you, and you're unable to change your password or access your account.
Please contact Customer Service by clicking Contact that the bottom of the PayPal website, then clicking for assistance with Password and account access, then Login problems. At the bottom of that page will be options for contact.
I hope this helps!
Olivia

- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Hi @ashraf151918,
Thank you for your post and welcome to the Community Forum as well! I'm sorry to hear about the activity on your account that you did not conduct. I realize how concerning that is, and I'm happy to help you with next steps.
As @efraindelarocha mentioned, it's possible that you left yourself logged in somewhere, and someone was able to access your account. It's also possible that your password was compromised. If you've used the same password and email combination anywhere else, it would be safest to consider the password unsafe, and change your password. use a unique password that is strong and unlike any other password you use.
It's certainly possible that it might have been a mistake, but it's just as likely that the activity is fraudulent, and a person has added stolen financial credentials to your account in the hopes of using them for fraudulent activity. I would strongly recommend against utilizing that card or bank for any activity, as doing so may result in repercussions for your account.
I recommend contacting Customer Service to report the unauthorized activity, so the unauthorized activity can be examined and you can have it recorded in your account that you did not add the information yourself. If there were any transactions, they can be halted and the person whose financials were used will get their money back without having to open a lengthy chargeback or a dispute.
Click Contact that the bottom of the PayPal website, then click Password and account access, then Login problems. At the bottom of that page will be options for contacting Customer Service for assistance with this issue, even if you can't login right now. If you find that you can log in again, go ahead and use the options you see when first clicking Contact, to streamline the contact process.
I hope this helps!
Olivia

Haven't Found your Answer?
It happens. Hit the "Login to Ask the community" button to create a question for the PayPal community.