Problem verifying ID

[lana217]

Dear all,

I am trying to lift my receving limit.

Paypal asked me to send them a scanned copy of my ID.

I sent them a copy of the last page of my passport (containing my first name, surname, date of birth, date of issue/expiry, etc).

They replied:

"The document received has come through ***partially*** and is invalid as a
result. In order to accept a document as proof of identity, it has to be
fully visible. Please provide us with a new, entire copy of a document that
proves your identity."

Can anybody tell me what the problem is? I am supposed to send them a copy of every page from my passport???

Thanks in advance,

lana217.

[PayPal_Siobhán]

Hi there lana217,

If the passport is cut off at the end or the sides this cannot be accepted. I would advise that you copy both pages as a full document and send this across to us.

Siobhan

[LondonTours]

On two separate occasions I have uploaded scans of a current utility bill and a current passport to prove my id and adrdress on the "lift limits with account info" page.

Each time I have gone back to the page a few hours later and the status for sending proof of id and address documents is "to do" when in actual fact I have already uploaded and sent them twice now.

I have had no email from PayPal stating that the documents have not been accepted or are not suitable so I am becoming frustrated with this now.

Can anyone please help.

Thank you.

[PayPal_barry]

Hey there, apologies if you feel you have received poor service. There may just be a time delay in uploading those scans to your account. Here are the steps to upload files, please contact customer service directly if you wish to get a status update.

Here's how to upload files.

1. Go to the PayPal website and log in to your account.
2. Click "Resolution Centre."
3. Click "Resolve" in the Action column of the transaction in question.
4. Click "Upload Files".
5. Click "Browse" and select the first file you'd like to attach.
6. Enter a title for the file.
7. Select a type of evidence for the file.
8. Type in a description of your file.
9. Click "Attach this File".
10. Repeat steps five to nine to attach additional files.
11. Click "Send Files to PayPal" to complete your upload.

[lana217]

Dear Siobhan, 

I checked, and the scan does not seem to be cut off.

The scan does contain both pages, the one with the data and the adjacent one (empty).

Best regards,

lana217.

[PayPal_paula]

Hi Iana217,

If you have received a message stating that they are unable to view your full details then I think the best option would be to send them again. Try downsizing the file you are attaching as if the size of the file is too large it can only show have the document.

I hope this helps

Paula

[lana217]

Dear Paula,

do you by any chance know what the size limit for one file is? 

Thank you,

lana217.

[PayPal_paula]

Hi Iana217,

I do apologise for my delayed response.

As far as I am aware you can attach multiple files, up to a total file size of 5000 kb, using these file formats: gif, jpg, pdf, or png.

I hope this helps

Paula