Paypal Login authentication and invalid mobile number

Rocketeer

Ok, so Paypal want authentication on mobile number and guess what, O2 have decided to cancel mobile number and no you can't have it reactivated... and guess what... paypal doesn't offer an alternative way to authenticate and says in their help page to contact them by logging in. What a ridiculous unfriendly customer service company it is. Has anyone by chance been in this situation and how did you resolve it? Is there an actual Paypal contact number or email address for the UK that for the same unfriendly customer service reason they're not advertising?

kaMelo

There is the messaging service and their phone number under "contact us" . It's not exactly hidden away.

RobsterRulz

@Rocketeer I am suffering the exact same problem.

@kaMelo the messaging service only works if you can login, which doesn't help. I have waited nearly 2 hours on the phone and can't get through and speak to anyone.

This is going to be a massive problem if you can't login and they proceed to charge the £9 inactive fee. Anyone got any other advice?

[Deleted User]

RobsterRulz said:

@Rocketeer I am suffering the exact same problem.

@kaMelo the messaging service only works if you can login, which doesn't help. I have waited nearly 2 hours on the phone and can't get through and speak to anyone.

This is going to be a massive problem if you can't login and they proceed to charge the £9 inactive fee. Anyone got any other advice?

Them being busy at peak times around Christmas is fairly predictable, that doesn't mean you can't contact them.
The £9 fee is only applicable if you have cash in the account and haven't logged in for 12 months - if you don't have cash there, there is no charge

oldagetraveller1

Not really of much help, but I've just logged into my Paypal account and there was no requirement for an authorisation code.

Logged in through a Win 10 laptop.

northwalesd

Looking at some posts on the Paypal community forum, sometimes if you change the password (using the forgotten password system) then Paypal automatically logs you in - some posts saying it does it immediately but some reporting that took several attempts.

If you are saying you don't have a phone they can contact you on at all, that may well be a problem going forward due to PSD2, where more an more copanies (not just Paypal) will want to use this type of multi-factor authentication. They keep promising it's coming, and though it's taking time, it is. Of course if you do have a phone, then if you do manage to login then you can update that information.

MattMattMattUK

oldagetraveller1 said:

Not really of much help, but I've just logged into my Paypal account and there was no requirement for an authorisation code.

Logged in through a Win 10 laptop.

When the two factor authentication is in place there is a "Remember me on this device" option, or something similar. That laptop had previously been identified as yours, so it would not need it. Updates and software changes can mean that the device looks new from the perspective of a website, which is why you can be asked to input the code again on the same device, and sometimes you can have full 2FA in place, which in reality is the most sensible course of action. 

oldagetraveller1

Never seen that remember message. Also I logged into my account on a mobile phone for the first time, last night, and just now. No log in details saved in the phone. No code needed. That phone has never been used to log in previously. Therefore it had to be "seen" as a "new" device?

[Deleted User]

We use paypal at work for card payments, my login went through a period of demanding the SMS every time I logged in, even multiple times a day, then it stopped for a bit, then it came back, same laptop every time

Shakin_Steve

Even when I tick the 'Trust this device' box on my iPad, 2FA is still required next time. It's no hassle really.

Rocketeer

oldagetraveller1 said:

Never seen that remember message. Also I logged into my account on a mobile phone for the first time, last night, and just now. No log in details saved in the phone. No code needed. That phone has never been used to log in previously. Therefore it had to be "seen" as a "new" device?

You are a genius  I've just rummaged for one of my spare laptops and one of them was a "remembered" device. Able to login and change the invalid number to my new mobile number. Went back to my proper laptop and went through the authentication using my new mobile not the cancelled one. All sorted now 

However, I do agree there has to be an additional way to update the mobile number in case the remembered device is a laptop that has stopped working.