Hello,
I would like to share a recent experience with PayPal that I found both frustrating and concerning.
After moving from Germany to Sweden, I lost access to my German phone number. Because my PayPal account was protected with two-factor authentication, I could no longer log in - even though I still had:
- the correct email address
- the correct password
- the correct answers to both security questions
I contacted PayPal customer support to regain access. The process was complicated and took a significant amount of time. Initially, I was asked to provide bank account details, which I could not recall at first. I was then asked to submit identity verification documents (including a copy of my ID), which I did.
After being redirected multiple times between email and phone support, I eventually managed to verify my identity. Somewhat unexpectedly, this involved using an old phone number associated with my family home, and coordinating with a family member during the verification process.
At that point, I was finally able to log in again.
However, upon logging in, I discovered that my account had been restricted. This restriction prevents me from making any transactions, meaning that I currently cannot access the funds remaining in my account. I have also been informed that the account may be permanently limited.
At this stage, despite successfully verifying my identity, I still do not have access to my money.
In summary:
- Losing access to my phone number led to being locked out of my account
- Regaining access required a lengthy and complicated verification process
- Even after regaining access, my account is restricted and funds are unavailable
This experience has cost me a considerable amount of time and has left me without access to my own money.
I hope PayPal can review this case and provide a resolution, as I would simply like to regain access to my funds.
I am sharing this experience so that others are aware of potential issues when changing phone numbers while using two-factor authentication.
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