Changed address: cannot remove the old address within PayPal

[HenryLaw]

I have just moved house. I have updated my billing address on my two credit cards, both of which are registered to PayPal. I have also added the new address to PayPal and set it as primary.

Now I want to delete the old address within PayPal, but the application is telling me "You're using this address for 2 cards" and won't let me delete it. Yet if I go to "wallet" and check the address on the cards (which I do by selecting the card and then "Update card"), the correct address is shown for each one; the old address is not shown.

So within my PayPal account I cannot delete the old address because it's "being used", but I can't make it "not used" because it's not shown.

Help!

[kernowlass]

@HenryLaw 

Give it 72 hours for paypals sometimes glitchy system to update and then try again?

Also if that doesn't work try another browser or device.

Lastly if all fails then contact customer services to remove it for you?

https://www.paypal.com/cshelp/article/how-do-i-contact-paypal-customer-service--HELP378

[vegasjak]

Called customer service to delete the old shipping address and they insisted I open a dispute with my seller.  I did that last time and they said it was too late to change my shipping address.  I contacted Paypal and they said my address was confirmed.  I have been trying to resolve this issue for weeks.  No customer service person will listen to my problem and they suggest action I have already taken.  

[PayPal_Meghan · Accepted solution]

Hello @vegasjak, 

Thanks for joining the PayPal Community Forum! 

It sounds like there was an old address used when you went to make a purchase, and I'm sorry to hear that. Once a payment is made, the shipping address cannot be changed; it would void the merchant's Seller Protection if they shipped it to any other location. For this reason, we recommend contacting the merchant and requesting that they refund the transaction so you can repurchase using your current address. 

If your old address keeps appearing during checkout, even though it's not showing on your account, you'll specifically want to ask Customer Support to remove any "hidden gift addresses" from your account. After they've done that, please also clear your cache and cookies on your preferred browsers because they can be saved in your browsers and added there, as well as through a merchant's checkout if you've used them before. 

I hope this helps! 

- Meghan

[HenryLaw]

I don't think that "hidden gift addresses" was the problem: the addresses in question were both variants of my old address, which were correct at the time.  The problem was that PayPal's database had associated both my payment cards with the old addresses, but the page that allowed me to edit the payment cards only knew about the new, current address.

Anyway, I used the chat function to talk to customer service and they sorted it out.