Can’t Receive Money - “Cannot verify your info - please contact us”

[mzhangl]

Hey all, I recently turned 18 and wanted to receive the money I made from selling my old textbooks and clothes on eBay. Unfortunately, every time I try to receive it on the Paypal app and press “keep it in PayPal,” I’m sent to a page that just says “We couldn’t verify your info, please contact us.” Then, when I try to provide documents to prove that I am eighteen and therefore can receive the money, I’m sent to the “We couldn’t verify your info” page again. Does anyone have any idea on how I can address this? Thanks very much.

[kernowlass]

@mzhangl 

Was your account limited for being opened underage?

[mzhangl]

@kernowlassI assume that must be the reason. I started selling stuff last year when I was 17, so perhaps PayPal just failed to update my account after I came of age? I always believed I'd just be able to receive the money once I turned 18 and showed my documents -- like I said above, however, I can't show the documents so I'm in a little bit of a rut. Any ideas? Thanks very much.

[kernowlass · Accepted solution]

@mzhangl 

Sadly that account is fried as you can never use again an underage account as it was illegally opened.

HOWEVER now you are 18 you should be able to open a new account and then contact customer services and request them to transfer the funds to your new account.

Paypal phones are mostly non operational since covid but sometimes you get lucky.
If there is one available it will show when you click help / contact bottom left of Paypal pages for options available in your country.
Live chat is randomly available.
You can send them a message.
Or have you considered contacting Customer Service via Facebook or Twitter?
You can send them a personal message from their facebook or twitter pages.
It's: https://www.facebook.com/PayPal and @AskPayPal for Twitter.

[mzhangl]

@kernowlass 

Well, that is unfortunate. Thank you, however, for the comprehensive response! It is greatly appreciated. Please take care.