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?

[auroraeden]

Perhaps we should file complaints to the Federal Trade Commission in the USA (or its equivalent in other countries) about this requirement. Since there are other viable options to authenticate without using a mobile phone, this requirement seems discriminatory. Authenticator apps for desktop and mobile are also available options along with email. To prevent access to our accounts, especially when they are in good standing, also seems punitive. Without access, I can't view transactions, pay my bill online, and other necessary activities. And this lack of access is not because of any violations on my part. Paypal has my social security number, my home address, my email address, my landline phone number, and my salary information, and now it wants even more? What's next? A pint of blood!? This is insane.

[auroraeden]

So, I've been researching options. None are perfect. However, you can purchase a virtual phone number that handles SMS. Then there's Google voice, which is free, which might solve the problem because you get a virtual phone number that handles SMS. 

[l_i_d]

You have marked this issue as "solved".  

It is NOT solved.  

Just because you will accept non-smart phones does not solve it.  

Many of us do not have mobile phones at all.  

(Or do not EVER share the numbers with businesses.  Or can't be reached on them because we live in areas with poor reception and therefore cannot use them to receive calls just because you've decided it's time to contact us.)

It's bad enough that you won't let people open new accounts without a mobile phone number.

I have happily and successfully used PayPal for years, with no mobile phone and no problem.  

Suddenly, you won't let me access my own account, without adding a mobile phone number which does not exist.

[Wolfalar]

I am currently going to my online/streaming accounts that I pay for using PayPal and cancelling the accounts. When they ask why I tell them that it is because of PayPal draconian policy of forcing users to buy and use a cell phone.  Their loss of income is the result of PayPal's policy and I will not be renewing my accounts with them as long as they us PayPal

[Anonymous_User]

Was PayPal ever planning to notify those of us without mobile numbers that we would be locked out of our accounts?  I've received no email from PayPal on this topic, and none of the prompts asking for mobile numbers ever indicated that they would be required.

Is there any plan to remove the now non-functional "Call you with a code" option from the log in page?

Is there any plan to add this new requirement to the support FAQ?

[RobertDean]

Since I don’t have one I’m using a friend’s number. Can I change this later if I ever get one? It’s not useful for me to pay the expense right now since there is no mobile coverage within ten miles of here.

[Terpe]

I also do NOT have a mobile phone at all.  I can access this community board but cannot access my account at all.  Guess my 20+ years for using PayPal has come to an end, and just in time for me to have to figure out what I am going to do in regards to accepting payments with a small on line sales business I am just getting off the ground.....  I was planning on using PayPal but looks like that is no longer going to be an option.  As of a couple weeks ago all I was going to have to do is tack on a business side to the account. 

[jimiL]

@Terpee

Try Stripe they at least offer the the option to apply to have the SMS requirement removed from your login. As a bonus their rates are better.

[AZ109]

Before you try that, have a read of the latest update to the user agreement (effective end of April).

It's so vague as to be incomprehensible but I bet it'll be another attempt to twist everyone's arms until they buy a mobile to be able to use their account.

If it is I've already done first drafts asking for guidance from the UK HMRC and FCA. 

[HelpMePleeeez]

This is not acceptable. I have funds in my account that ARE MINE, and now I can't even contact customer service without giving a cell phone number??? Am I going to have to sue?