Cannot access PayPal account PSD2 Strong Customer Authentication

Belenus

My wife has a rarely used (11 purchases in 6 years) eBay account and a PayPal account.

We cannot access her PayPal account:

Authentication required
As part of the PSD2 Strong Customer Authentication regulation, we need additional information to confirm it's really you.

Have us call you

We'll show you a code on the next screen. Use it when you get our call.

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That number is our home landline and it never rings no matter how often we try and there appears to be no other way to authenticate her account. 'Confirm a different way' just takes us through the same screen.

Unless someone can suggest an easy way around that, it would probably be simpler just to open up a new PayPal account for her and forget about her old account.

Is there any downside to that?

PayPal would see that she has two PayPal accounts. 

Her address and her home tel number will be the same as that on my eBay and my PayPal account.

We have two joint bank accounts. Would it be better for her to use a different bank account to mine or does that not matter?

We have various credit cards. We mostly use my John Lewis credit card as we get JL and Waitrose vouchers. She is an additional card holder on that account. Her JL card number is different to mine but all my bills include expenditure on both cards.

She also has a few credit cards in her own name. Would it be better to use one of those for PayPal?

I'm thinking in terms of problems or disputes on one PayPal account affecting the other. I know that can happen on eBay. If one user gets suspended, other linked users are also suspended or banned. Does that happen with PayPal?

Thanks.

quaybab

Belenus said:

My wife has a rarely used (11 purchases in 6 years) eBay account and a PayPal account.

We cannot access her PayPal account:

Home ‪01••• ••••• ••

Have had a similar problem after passing the security prompt (capcha) at login
but got round it by going straight to the paypal.com URL and found I was logged in so at some point will be in your position.
I did recently manage to find 'Contact Customer Service' via help centre and that starts a chat which you can use to leave a message and you pickup the response a short time later via email notification.
If you can possibly get to it without logging in, you could ask why its not working and ask them to phone you etc to prove the lines OK and show paypal have blacklisted it.