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?

[HLNHH]

So my card has been blocked due to fraud, but I can't log on to PayPal with a new one because I don't have my old phone number anymore, but nor can I set up a new account because my email is already registered. I can't call anyone, as my phone bill can't be paid due to my card not being active, since I use PayPal to pay for my contract. Is there anything I can do?

[Cazzyf68]

when I log into to paypal...its asked for a text to be sent to our phone numbers BUT we have changed them!

but I'm in a catch22 as I cant get in to change them, cant ring paypal or anything 

Im going round in circles for hours

Help!

[Phoebeleigh91]

I'm unable to log into my account to withdraw a payment because 1. The email I used for my PayPal I can no longer access because its very old and 2. Because my old phone number is linked to it for authorisation, I pay things via paypal all the time so they should be able to know it's definitely my account, what other things can I do to prove it's my account other than the email/phone number?

[lizsammyo]

Somebody help. I cant login and get money because i dont have old number. Its on 2 step verification and i can log in email ABD VERIFY but i changed my number. No one responding to my msg or i have to log in to the account TO SEE RESPONSE which is WHY I HAVE THE PROBLEM NO WAY OF CONTACTING ANYONE i need my money. I need to talk to agent no forum or common issues will fix this HELP ME.

[ramberroya]

Hi, What is 2-step verification? You can add an extra layer of security to your PayPal account by enabling 2-step verification for log in. Once this feature is activated, we’ll send you a unique, random 6-digit access code each time you try to log in. Simply enter this code to access your account. There are two ways to set up 2-step verification. You can use an authenticator app (like Google Authenticator and Microsoft Authenticator) or you can ask us to send text messages to your mobile phone. Here's how to set it up: Go to your Settings. Click Security. Click Set Up next to “2-step verification.” Choose to receive a text or use an authenticator app, then click Next. Follow the prompts to link your phone or authenticator app. Set up a back-up method in case you can’t access your primary cell or authenticator app. Click Done to activate 2-step verification. You can deactivate 2-step verification at any time: Go to your Settings. Click Security. Click Update next to “2-step verification.” Click Turn Off next to 2-step verification, then the Turn It Off button. For added protection, you can also add 2-step verification to other devices. Since you can no longer access the phone number. You may want to set up new email account and create a brand new paypal account and you will link the phone number you have access to. Hope this will resolve your issue. Thank you,

[stewart18]

Isn't it obvious that you can't do this as you need the old phone number to log in because of "duh" you guessed it, "Two step authentication/verification"??? MY mind boggles that paypal support cannot fix this issue and that the support staff can't seem to answer the question. I have the same issue on an old account. Changed phone numbers, account was set up for 2 step verification, can't log in. It's not rocket science Pay Pal!!! I had the same issue with Shopify and they solved my issue by allowing me to send a scan of my driver license, all encrypted. They temporarily removed the 2 step authetication, I went in changed my phone number and then set up the 2 step verification. Easy. 

[Andrew0906]

Its ok saying all the above PayPal employee, BUT the problem is getting into the account by trying to pass the authentication page with the old phone number that we CAN NOT up-date on our settings, because we can not get passed the authentication page... we are going round & round in circles PayPal...this needs fixing ASAP... Why is there no link to an email on the authentication page, so we can enter our account, then we can change the mobile number once in, then you can send a code to the new mobile number so you know who it is....simple!! it's not rocket science. please help we Meer humans that want to access our Paypal account...

[Almo1950]

I cannot log in because PayPal is trying to verify me by messaging an old mobile phone number which does not exist anymore...

[lizsammyo]

HOW CAN I RECEIVE MY MONEY THAT I GOT FROM SELLING ON EBAY. IT WAS SENT TO THE OLD PAYPAL ACCOUNT AND I DONT HAVE THE OLD PHONE NUMBER. I CANT GO INTO SETTINGS IF I CANT LOG IN

[jedelmania]

I just had this issue and managed to find a workaround.

Do a password reset. It will automatically send a code to your email address. Once you have changed your password, you'll be able to log in without being forced to use the phone number. You can then change the phone number on your profile or disable 2 factor authentication.