PP-I-5426514

[wereteli]

Hello.  Money from my account has gone. Please help me. I did not make a purchase.

[PayPal_Siobhan2 · Accepted solution]

Hi wereteli, 

Thank you for contacting the PayPal Community Forum and welcome as a new member! 

An unauthorised payment is a payment sent from your PayPal account without your permission. We provide 100% protection against unauthorised payments sent from your account.

If you are able to log in to your PayPal account, follow these steps:

1. Click Help at the top of the page.
2. Click Resolution Center.
3. Click Report a problem.
4. Select the transaction you want to contest and click Continue.
   • Keep in mind that, by default, any transactions made in the last 30 days will appear in the menu. If your purchase was prior to this, you will need to increase the interval of dates in the calendar and click ‘Show’.
5. Select Unauthorized transaction and click Continue.
6. Follow the steps to inform us of your difficulty with the transaction.

We may also ask you to enter some account information to confirm that you own the account.

- Siobhan 

[wereteli]

I did all this but my request was denied. I do not know what to do with the paypal has not helped me.

[PayPal_Siobhan2]

If you are unhappy with the decision made on this claim you can request an appeal and I would advise you to contact us via phone, email, Facebook or Twitter to proceed with the appeal. 

We cannot guarantee the appeal will be granted. If there is no evidence of unauthorized activity on your PayPal account, we would be unable to cover you for this transaction. 

Thanks,

Siobhan 

[wereteli]

How can I contact you via email?

[PayPal_Siobhan2]

Please use the secure message centre to send us an email. Go to the PayPal website, scroll down to Contact at the bottom of any PayPal page and then click on Email Us. You will be required to log into your PayPal account in order to submit the email. 

- Siobhan