Unable to login because type of phone number isn't supported

[pblake2]

I've used PayPal for many years, with no difficulties.

Yesterday (March 31, 2021) I was unable to login to my PayPal account because after entering my email address and password, a screen came up asking me to enter my mobile number and I was unable to get past this screen. I don't have a traditional mobile phone. Instead, I use Google Voice for making and receiving calls. (Google voice is a VoIP service, that allows making and receiving calls for free using a laptop and it also allows sending and receiving text messages). When I entered my Google Voice phone number the system displayed a message saying "This type of phone isn't supported. Check your number and try again."  The phone number that I entered (my Google Voice number) is already associated with my PayPal account.  It was originally an AT&T landline number that I later converted to Google Voice many years ago.

I called PayPal customer support (using my Google Voice number). The automated system recognized that I was calling with the number associated with my PayPal account and asked me to enter the last four digits of my linked bank account, which I did, and that was accepted.  After waiting about 20 minutes, I was then able to talk to a PayPal service representative.  She was unable to fix the problem and said I should try again tomorrow after the "system is reset" which she said occurs late at light.

Now it's the next day, and problem is still occuring.  So, I'm still not be able to login. I depend on PayPal to receive and make payments, and I need to do both soon.

Since even the customer support couldn't fix the problem, I'm quite concerned.  Does anyone have a suggestion for what to do next?

[pblake2 · Accepted solution]

Here is an update:  I got the problem fixed today through the help of a customer service representative.  I called and the customer service representative asked me to click on the link for "Forgot Password" on the login page.  After clicking on that and entering my email address, a page comes up titled "Quick Security Check" which has options for confirming, including: "Receive an email", "Answer you security question", "Receive a text".  She said to select "Receive a text".  The next page had the Google Voice number as the number to receive the text (with most digits hidden).  I confirmed that number and received a text message with a code.  I entered the code, then got an error page, saying that something is wrong on their end, and to try again later.

So, that didn't work, but at least it showed that PayPal was able to send text messages to my Google Voice number.  After that, the customer service representative said that she would try to confirm my Google Voice number on her end.  She told me to watch for a text message from PayPal with another security code.  I received the text message and she had me read the security code to her over the phone.  She was then able to confirm the Google Voice number as a mobile phone.  I was then able to login to PayPal.  She said that once the mobile phone is confirmed, it shouldn't expire.  So, hopefully, from now on I'll be able to login without any issues.  I think she said that previously, my phone was registered as a landline and that some step in the procedure described here changed it from a landline to a mobile phone.

So, Google Voice users, there is hope!  Yes, you can get your PayPal account working using your Google Voice number as the mobile number.  But it might require contacting a customer service representative and being persistent in asking for help.  The representative that solved the problem for me, initially told me it was not possible to use PayPal without having a mobile phone, so I don't think she even knew this could be done.