PayPal Community Q&A - May 15, 2019 - Closed

[PayPal_JonK]

Hey everybody!

Join the PayPal Community Forums moderation team in our semi-weekly Community Q&A on Wednesday, May 15th, from 1-2 pm PT (4-5 pm ET).

Our moderator staff will be here to answer your questions regarding PayPal. This thread will remain locked until the Q&A is open, so if you have a question you'd like to see answered by the community before then, please feel free to post a topic by clicking on "Post a Topic" and selecting the appropriate board. As always, PayPal customer service can be reached by clicking on "Contact Us" and selecting help via phone or email.

How Community Q&A works:

The Q&A opens at 1 pm PT. Once the Q&A is open, PayPal Community members may participate and ask questions by using the "Reply to topic" button.

In order to post in the Q&A, you must be a PayPal Community member. If you'd like email updates on the Q&A, click the "Options" menu and select Subscribe.  

During the Q&A, PayPal Moderators will answer general PayPal questions in real-time.

At 2 pm PT, the Q&A will close and lock. Any questions that have not yet been responded to by a moderator or employee will receive a response within the following hour.

Please feel free to RSVP to the Q&A by clicking "Me too" at the bottom of this post. See you then!

 - Jon K

[PayPal_Olivia]

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@d363f86b wrote:

Olivia, my request isn't to "override" the security system. But to be told something like "We acknowledge that you should have been notified that we needed specific information from you to release those funds. It was a failure with our system for that not to have happened. We are going to investigate this and personally follow up with you to let you know why that didn't happen and that it's resolved."

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Hi @d363f86b,

The feedback you've given is received and understood. The pain points that you've described are not unknown, and their existence is part of the consideration when changes are made. We would not be able to discuss the details of the impact of that feedback or of any potential changes, especially as relates to the security system, for the reason I mentioned before. I'm sorry that this means that we will be unable to follow up with you personally as you requested.

I truly do regret that you've had the experiences that you describe. I also regret that there isn't a fix for that experience that can be applied at this moment. Your feedback, like the feedback of others who have experienced what you have described, does help us understand the full impact of the security system's determinations and the experience with the verification questions, and it is always our hope that future fine tuning will prevent these issues.

Olivia

[PayPal_Olivia]

Thank you to everyone for participating in this week's Q&A session!

The weekly Q&A session is now closed. All thread content will remain viewable, but locked. Any questions that have not yet been responded to by a moderator or employee will receive a response within the next hour.

If you missed chatting with us today, please come back Friday, May 17th at 4pm GMT, or next week on Wednesday, May 22nd at 1pm PT. We'd love to meet you!

See you then!

Olivia