PayPal - wrong number on account, cannot set-up/log-in to change it for PSD2, call centre no help

Louisec83

I was given the call centre number 0203 3901 7000, but I’m just going around in circles the being directed to the website and then cut off! Joy! 

chanz4

Just worked for me, reset your password with forgotten password, it may take a couple of times but works and lets you back in then update your number

thebarber

chanz4 said:

Just worked for me, reset your password with forgotten password, it may take a couple of times but works and lets you back in then update your number

That doesnt work and never will it doesnt matter how many times you reset your password it will still ask you to authenticate. The thing about the warnings they sent is really irrelevant they are happy to take my money when i buy stuff online and they are happy to send text confirmations to my existing phone so why would i think i have to change anything? Also frankly their service is !!!!!!. if your going to lock someone out of their account at least provide a link for them to fix it. to offer the only 2 options as call me or text me is stupid

hermante

thebarber said:

chanz4 said:

Just worked for me, reset your password with forgotten password, it may take a couple of times but works and lets you back in then update your number

That doesnt work and never will it doesnt matter how many times you reset your password it will still ask you to authenticate. The thing about the warnings they sent is really irrelevant they are happy to take my money when i buy stuff online and they are happy to send text confirmations to my existing phone so why would i think i have to change anything? Also frankly their service is !!!!!!. if your going to lock someone out of their account at least provide a link for them to fix it. to offer the only 2 options as call me or text me is stupid

It does work. But you have to wait a week or more before trying again if you don't get in. Also using an IP address in a different country helps.

jsmith9

I thought the whole point of PSD2 and receiving a text etc was that you couldn't log in without getting the text. I mean there would be absolutely no point whatsoever in doing it if all you had to do to circumvent it was to reset your password.

torncurtain

jsmith9 said:

I thought the whole point of PSD2 and receiving a text etc was that you couldn't log in without getting the text. I mean there would be absolutely no point whatsoever in doing it if all you had to do to circumvent it was to reset your password.

Yep, except now I can't access my PP account because the PSD2 system has a failure in it. For just over 2 weeks I've been unable to use PP. I've spoken to them plenty of times now and they've not resolved the issue. I'm not sent a txt with a verification code and there's no way to get around it. They can verify who I am, they've told me that over the phone multiple times but they can't grant me access to the account. This could be a big problem for some people. 

jsmith9

Is it worth raising a complaint with FOS? They are denying you access to your funds.

soolin

torncurtain said:

jsmith9 said:

I thought the whole point of PSD2 and receiving a text etc was that you couldn't log in without getting the text. I mean there would be absolutely no point whatsoever in doing it if all you had to do to circumvent it was to reset your password.

Yep, except now I can't access my PP account because the PSD2 system has a failure in it. For just over 2 weeks I've been unable to use PP. I've spoken to them plenty of times now and they've not resolved the issue. I'm not sent a txt with a verification code and there's no way to get around it. They can verify who I am, they've told me that over the phone multiple times but they can't grant me access to the account. This could be a big problem for some people. 

Did you previously get texts to the correct mobile number and successfully log in? If so then I would be persistent on the phone to PayPal and insist there is possibly fraudulent behaviour on your account as it would seem someone has managed to log in and change your mobile number away from your number potentially to their own. That’s the only thing that accounts for suddenly being unable to access a mobile phone code if it has been sent to your phone. 

torncurtain

Did you previously get texts to the correct mobile number and successfully log in? If so then I would be persistent on the phone to PayPal and insist there is possibly fraudulent behaviour on your account as it would seem someone has managed to log in and change your mobile number away from your number potentially to their own. That’s the only thing that accounts for suddenly being unable to access a mobile phone code if it has been sent to your phone. 

Hi Soolin: Yes, I've been able to successfully log in previously with mobile number. There's no illegal activity according to them and no one has accessed my account, again according to PP (them) - because, no one can get in due to the PSD2 fault. I'm not sure where I highlighted that my mobile number has been changed over the past 2 weeks, this isn't the case. 

torncurtain

jsmith9 said:

Is it worth raising a complaint with FOS? They are denying you access to your funds.

Is FOS the Financial Ombudsmen? I'm unsure what FOS is. I would think I would have to make a formal complaint to PP in writing before being able to access the ombudsmen's help, however there's no formal way to contact PP as I can't even get into my account to access the message centre and there's no address listed anywhere that I could find. 
I called again today, I'm still being told the same thing which is that they're sorry, not to worry and no timeline of when this will be resolved.