PayPal Now Blocks You From Saving Your Login Password — PayPal Disables Autofill Settings of the Firefox Password Manager

PayPal has recently “upgraded” its login form.

Now you are presented with a form field for your user name on one page. And then a form field for your password on the next page.

To their initial credit, PayPal allowed users, for a time, to login using the “classic” login page.

But this was just smoke and mirrors as that capability was only offered for a week or two and now is no longer available.

paypal login form disables autocomplete autofill firefox

PayPal of course would never want to be accused of forcing a problematic or unpopular website change down a user’s throat. But their offer of allowing you to go back to the classic login page seems to have been only for show.

What is troubling however is that immediately after users agreed to the new login method, PayPal decided to make a rather significant change. We can safely assume that most users would not have agreed to change to the new login method had they known that PayPal was planning to make a major change that would greatly detract from the user experience on PayPal.

PayPal, in their infinite wisdom, has now decided to disable the Firefox autofill setting which is an available auto complete feature. Many people use the Firefox password manager to save their passwords. And they will no longer have the ability to do so.

show firefox saved password

We have seen the “autocomplete=’off’” programming adding to some major bank websites who have defended such action as a “security” feature.

That is debatable.

However there is no “security issue” in saving passwords to your browser when you work strictly from a non-public computer, like in an office. And you have controlled access to your device.

And the impacts of disabling autocomplete for login forms are far greater when using PayPal. Many people only log into their bank website one or two times per month and only have one account with said bank.

In our case, we login to our PayPal account many multiple times per day. And we have a number of PayPal accounts that we manage for various businesses. And we also adhere to good security practices by changing our passwords frequently. There is no way we are going to be able to remember all of the passwords. Who tries to remember website passwords any way? Everybody uses password managers.

Has PayPal thought through this change? And its impacts to users? Just what exactly does PayPal think is the alternative? Is PayPal expecting users to remember their password? Does PayPal think that there is another password manager that users should be using? If so, then what is the name of the better password manager? Are those other password managers more secure than the password manager in the Firefox browser?

We sure would like to know the name of the genius web designer that degraded our login experience on PayPal.

Just how did this conversation or meeting unfold?

Was there any thought or discussion at all?

Did they talk about causing users to now have to maintain multiple password managers?

Or worse yet, install some browser hacks in order to workaround PayPal’s misguided and not thought out decision. Would these hacks introduce more chances for data breach?

We are really scratching out head at how these changes get rolled out. Not presented, announced or even disclosed. In this case not only was the change forced down users throats without notice, but the existence of the change was actually denied by PayPal customer support.

How are business users supposed to continue to trust PayPal when this is business as usual?

We tried to contact PayPal customer support and the agent denied that the change even happened. Instead she blamed it on a “browser feature” which is circular and irresponsible. Failing to investigate fully under the assumption that if very few people complain or have the capability to do so, then it must be someone else’s issue or problem.

Not the first such conversation on PayPal.

Here is conversation:

From PayPal User:

Have you changed your login process that in some way disables our browser’s auto fill capabilities for username and password?

We are using Firefox and now for some reason are unable to recall our username and password for our new login screen after the upgrade.

Having to manually type username and password is inconvenient and probably not going to work for us moving forward.

From PayPal Customer Support:

Dear ___,

Thank you for contacting PayPal Customer Support. My name is ___ and I am happy to assist you.

Great question! That is a setting in the browser itself not a setting within PayPal. I would advise to check the settings in your browser and this should resolve the issue. Have a great day!

PayPal Customer Solutions

From PayPal User:

With all due respect, no.

We have tried multiple browsers and would not have contacted you had we not been certain.

We are very aware of browser settings and, no offense, but your logic is rather circular.

To wit, we checked the coding on your login page and the bad instruction is right there in plain view within the page: autocomplete=”off”

This is a change that just so happened to coincide with your login page “upgrade” from a few weeks ago. We are convinced that your developers have changed your login form programming (not settings) to prevent autofill for the username and password. We have seen a national bank commit this blunder as well (in the name of “security”) which ended up being reversed as a mistake.

Unfortunately, with as many times as we log into our account and change our password, this is a problem that is probably not going to work for us moving forward.

If you maintain a number of PayPal accounts and change your password frequently, you will now be required to manually entering your passwords every time because of this misguided PayPal change.

After years of working with PayPal across many portfolio and client websites, we are going to investigate other payment solutions like:

  1. Amazon Payments
  2. Stripe
  3. 2Checkout
  4. Skrill

PayPal just does not get it anymore…

They are supposed to be making things easier.

And be more open to listening when they are not.

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