Can't upload files to lift account limit.

[Greenheld]

This is a family members account I'm using to post this help topic because it wouldn't let me do it with my account.

My account is limited for some reason and papal needs me to upload a file to prove my identity. The problem is when I try and upload a file the page always becomes unresponsive during the upload process. I've tried 5 times all with the same results. Is there an email address I can send the file to instead of doing it through the website?

[PayPal_Olivia]

Hi Greenheld, and welcome to the forums!

I'm sorry to hear about your account limitation, and I'd be glad to offer some assistance.

There are a few things that can cause what you're describing. One would be if the file size is very large. Take a look at your docs. You can only have 5MB of docs on your account total, and each individual doc really shouldn't be more than a few hundred Kb. Most documents don't have to be larger than that. If when you look at the scan in your graphic program it's showing as perfectly readable and you're viewing it at 50% of its size, you can probably resize it down 50% and reduce the file size significantly.

Another thing to do is clear the cookies and cache in your browser. If the page is hanging up, there may be a corrupted cookie that's preventing the smooth operation of the browser.

Another thing is there are actually two steps to the upload. First you'll select the files and review what's about to be uploaded, then you'll actually press a button to complete the upload. If the process seems stalled out, double-check to make sure the process is not waiting on you to click that button.

If you're still having problems, give Customer Solutions a call. A representative can check to see if there are other files in your account that are taking up space, and delete them if necessary. You can find the number for CS by clicking Contact Us at the bottom of any PayPal page.

I hope this helps!

Olivia