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I don't have photo ID and account has been locked

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Contributor

I don't have photo ID and account has been locked

I have been a Paypal and ebay customer for 17 years. I've been at the same address for 13 years, own my own home, and have my bank account 

and credit cards etc linked.

 

I'm now being asked for a copy of my driving license or passport. But due to medical conditions I have neither. 

 

I was then asked for my ID card? As I was born in and have always lived in the UK, I don't have an ID card?

 

I'm on twitter and facebook, and when I asked Paypal there for advice, was told other forms of ID are acceptable.

I uploaded a recent letter from the NHS which had my full details on, but I'm still going round in circles, as it wasn't 

accepted? 

I have a mortgage, bank accounts, council tax documents etc. I have never been asked for photo ID as I've had my bank account since the 1980's

and two mortgages since then when I wasn't asked for photo ID?

 

I've been trying to cooperate with Paypal for weeks, but no one seems to help, and I'm being told different things. It's just another thing to worry about when both my husband and my mother are ill. I could really do without the extra stress at the moment. 

 

7 REPLIES 7
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Esteemed Advisor

Re: I don't have photo ID and account has been locked

@Paige4 

 

Get a photo ID card.

https://www.citizencard.com

https://www.validateuk.co.uk/official-UK-ID-Card


Kudos & Solved are greatly appreciated. 🙂
Member

Re: I don't have photo ID and account has been locked

i had the same issue except i have photo id but wasnt adequate i contacted them to say that i didnt have they said they can accept birth certificate and government issued paperwork with same name on in their place

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Contributor

Re: I don't have photo ID and account has been locked

That's what the paypal advisor on Twitter said, but I uploaded a recent document from the NHS, which had my full details on, and 

no one @Paypal is really helping? 

 

They don't seem to actually read the messages and respond accordingly?  The emails are generic, and no help at all?

 

It's just so stressful. 😣

 

 

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Member

Re: I don't have photo ID and account has been locked

i completely sympathise as mine hasn't been lifted yet as my account is my business one but all id is my personal name im waiting on them approving a name change before they'll lift. you'll need to upload some form of id aswell ie your birth certificate as anyone could of stolen your mail (or that's what they say anyway)

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Contributor

Re: I don't have photo ID and account has been locked

It's ridiculous isn't it? I've been a customer with them for 17 years, and my bank account and cards have been linked all that time?

 

Did you phone them?  The online chat is a bot, so no help at all? 

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Member

Re: I don't have photo ID and account has been locked

i've emailed and not had any response other than the same one three times saying i need to request a name change with supporting id (i've requested 3 times the last 3 days now) tried the chat and its a bot asked to speak to agent, said 3 minute wait i was still waiting an hr and a half later so gave up. currently on their page on fb waiting for a specialist to get back to me, so fingers crossed i eventually get there. i'd advise doing one last time, upload birth certificate, bank statement and nhs letter and they should lift it if not call them and complain. as i said when you sign up no where does it state you must have a passport or drivers licence not everyone does! my husband drives so i dont need to and im more than happy to holiday in the uk while my children are small so no need for a passport either. fingers crossed you get it sorted, i completely agree their customer service is atrocious. as a business account the amount they earn from me in fees is phanominal (sorry not sure how its spelt) so you'd think they could give better service.

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Contributor

Re: I don't have photo ID and account has been locked

I tried their Facebook page too and didn't get anywhere. You'd think they would have a huge team of customer service agents, rather than bots?

They are the most awkward company I've ever dealt with and seem really disorganised

 

Same situation with me, my husband always does the driving, and I don't have a passport as I suffer with a heart condition and it makes me prefer to stay closer to home. 

 

If a real person @Paypal could actually look at cases such as this and help out it would be most appreciated!