How can I contact Paypal when I can't log into my account?

cashferret

I've been unable to get into my PayPal account because I don't have a mobile phone and they haven't been able to send me an authentication code for their new two-stage authentication process. I've twice phoned them and twice been told that the next time I tried to log in, a code would be sent to my landline - but it wasn't. They don't seem to have any way of contacting them online that doesn't involve logging into your account, which I can't do. It's not possible to get through to them on the phone or on chat - no one ever available.

I just tried changing my password and succeeded (someone suggested that as a workaround) but Paypal is still demanding the second authentication step. It keeps saying it's sending a code to my landline, but my landline never rings.

What can I do to contact them? Should I write a snail-mail letter? If so, where?

Has anyone else without a mobile been able to deal with this two-stage authentication issue?

JudgeDekker

I had the same thing: I tried to log into my account online, but couldn't do so because the website insisted on sending an authorisation code to an incorrect phone. I couldn't log in to change the phone number. No option to do anything else. Genius. I already have two-factor authentication set up using google authenticator, which I used maybe half-an hour ago to make a payment through Paypal, and everything worked fine then. The solution was: I downloaded the paypal app on my phone, and was able to use that to change the phone number. But honestly, what a dozy bunch they must be at Paypal. I think I'll stop using the service, it looks like it's an accident waiting to happen to me.

JudgeDekker

I've just noticed that you don't have a mobile, cashferret. Honestly I think you're snookered. They don't want people without mobile phones as customers, so my advice would be to just give up now, instead of spending a load of effort trying to cling on to the service. Good luck either way.

Rocketeer

JudgeDekker said:

The solution was: I downloaded the paypal app on my phone, and was able to use that to change the phone number.

Just tried that and it doesn't work. The app still insists on using my invalid mobile number to authenticate login.

Rocketeer

In case this might help others. I have just managed to sort out the problem by using a laptop previously used to login to PayPal. Apparently at the time of last login, it was a remembered device. As a result, no authentication required and I was able to change the authentication phone number to one that works. In the end it had to be another mobile, so don't know about landline I'm afraid.