Help Article

Ask the Community

Find answers or join the conversation in the Community Help Forum.

Why am I being asked to complete a security check?

We may ask you to confirm your identity to ensure you’re the one authorizing activity in your PayPal account. We may also do this as a security precaution if we see new or unusual activity, such as logging in to your PayPal account from a new device or from a different location.  You can help avoid these checks by keeping your PayPal account up to date. Make sure your profile includes your current address, phone number, and personal information as well as your updated financial information.  

How to complete the security check
When you’re trying to complete your purchase or update your account, you may see one or several options to confirm your identity. Select an option and click Next. Follow the instructions you seen on the screen to complete the process.
Security check screen
Depending on your account, you may see fewer or additional options.

Troubleshooting
Below are some troubleshooting tips based on the option you may have selected.

Receive a text
If you’re not receiving a text from us, you may need to contact your mobile phone carrier and ask them to turn on short-code text messaging. Depending on the transaction/activity we’ll send you one of 2 texts. We may send you a text asking you to confirm your activity (by replying 1 for yes or 2 for no). Or, we’ll send a text with a 6-digit code that you’ll need to enter on the screen.  The code is in the body of the text and not the 725-729 from PayPal number.

This code expires after 5-10 minutes. If you missed the timeframe, click Resend if the option is available or click Try another way.

Changing or adding a phone number to receive a text
If you have more than one phone number added to your PayPal account, you can click Change to select the phone number you would like to receive the text. If you no longer have the phone number listed on your PayPal account, you can click Add to enter your current number.

If you’re receiving an error, it’s likely that there’s a mismatch between the name and/or address on your PayPal account and the name and/or address on your phone billing statement. For example, if you’re on a family mobile plan and you’re not the primary account holder of that plan, our system will identify that as a mismatch and you’ll see an error message. Spelling variations, a maiden name, or other mismatches will also cause this error.
Add a phone option

You can try adding a different phone number if you have another phone number in your name.  You can also try another way to confirm your identity by clicking Try another way.

Have us call you
An automated service will call the number listed on your account. We’ll ask you to confirm the activity on your account. If you miss this call, select Have us call you again or click Try another way on the screen.

Verify some info about yourself
If you select this option, we’ll ask you to answer some multiple choice questions to verify your identity. These questions come from a public database and can go back as far as 20 years. They may be about property you’ve owned, places you’ve lived, or people you know. We don’t save or store the questions or answers in our system.  If you don’t want to answer these questions or if you can’t remember the answers, click Try another way

Answer your security questions
If you select this option, we’ll ask you to answer some questions that you provided answers for in the past. They may be about your acquaintances, employers or placed you lived. If you don’t want to answer these questions or if you can’t remember the answers, click Try another way

answer your security questions screen
 
Confirm your card number

If you selected this option, we’ll ask you to enter your full credit card account number, as shown on your card.  If you can log in to your account, you can try to add another credit card to your PayPal account.

Receive an email
When you choose to receive an email we’ll send a 6-digit code to the email address listed on your PayPal account.  This code expires after 5-10 minutes. If you missed the timeframe, click Resend. Enter the code on the screen and click Continue. If you don’t see the email from us, check your spam or junk folder.

Push Notification
If you see a screen like the one below while trying to log in or complete a transaction, check your mobile phone for a push notification asking for your authorization to proceed. Select the desired option and the screen will automatically take you to the next step. If you don’t see any push notification on the mobile phone, click Try another way.




Select the desired option and the screen will automatically take you to the next step. If you don’t see any push notification on the mobile phone, click Try another way.

Push notification message
We’re sorry, the page you’re looking for is no longer available. Please try your search again in our Help Center if you have a question or want to contact us.