PayPal showing multiple addresses in a "Pay with PayPal" checkout form

[frustratedinorl]

I have been going back and fourth with a PayPal chat person regarding the inability to (a) select the correct address from the drop-down in the checkout form, and (b) the ability to remove the incorrect addresses from the list of five addresses. I only have one address listed in my PayPal account, but five are showing up in the checkout form.

Here's the transcript of the useless conversation so far, any assistance would be helpful.

Thanks, 

Tom

Hi, I'm the PayPal Assistant. How can I help? Choose one of these options or add your question below.

1:54 PM

- PayPal Assistant

Technical issue making payment

1:54 PM

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Are you contacting us about this topic: Technical Support?

1:54 PM

- PayPal Assistant

Yes

1:54 PM

I found some articles in our Help Center that might help you. Check them out! If you need more help, please rephrase your question or type “need more help".

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•   How can I raise financial support for my business?
•   My payment was declined. Why can’t I make or send a payment?
•   Can I cancel a PayPal payment?

1:54 PM

- PayPal Assistant

need more help

1:54 PM

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Would you like to send this conversation to a customer support agent? We typically respond within a few hours.

1:54 PM

- PayPal Assistant

Yes

1:55 PM

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If you haven't already, let us know why you're contacting us. Feel free to step away and we'll notify you by email or push notification when we've responded.

1:55 PM

- PayPal Assistant

PayPal CheckOutNow is showing addresses that aren't listed on my account, and I can't select a different address other than the first one. The others are addresses I've used in the past to send items, but they're not current.

2:02 PM

Your file has been uploaded.

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Your file has been uploaded.

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SE

Hi Thomas! Welcome to PayPal Messaging. You have reached Shiela and I'll be helping you today. I appreciate your patience and I'll be more than willing to assist you.

I can see that you're contacting us about an addresses that aren't listed on your account . Since you have me on the line I will do my best to resolve your issue.

Please clear your cache and cookies in your browser and try doing the transaction again.

If your planning to add a new address in the future you can follow the instruction below.

Here’s how to add an address:

1. Click theSettings icon next to "Log out".
2. Click the (+) Plus icon to the right of "Address."
3. Enter the new address and click Add Address.

If the new address is your home address click "Make this my primary address."

Here is how to update your preferred shipping address through the check out flow:

1. Click Change across from the Ship To address.
2. Select the correct address you wish to ship to - this will route you back to the Review page with the new address.
3. Check mark the box to 'Make this my preferred shipping address'.

If adding a new ship to address:

1. Click Change across from the Ship To address.
2. Click on '+Add' in the upper left corner and enter in the new address. On the bottom of the form checkmark the box to 'Make this my preferred shipping address'

Here's how to update the address on your PayPal account:

1. Click theSettings icon next to "Log out".
2. Click Manage all addresses under "Address".
3. Click Update under the address you need to update.
4. Enter your address information and click Update Address.

Here’s how to remove your old address:

1. Click theSettings icon next to "Log out."
2. Click Manage all addresses under "Address".
3. Click Remove under the Address you want to delete.
4. Click Remove again to confirm this change.

Thank you for contacting PayPal and for being a valued customer. If you have no further questions, you may close the conversation by selecting End Message or by clicking the "X." If you respond to this message, a member of our team will follow up with you.

5:38 PM

- Shiela Mae

Hi Shiela, Let me read your reply. Be right back.

When I manage addresses, the only one listed is the correct one and it says "Primary address, Billing address"

The problem is that I'm on a different website and the only option to pay is through PayPal and it's giving me a list of five addresses, all of which I recognize, but the PayPal page doesn't let me change from the first address.

You can see the issue in the attached files I sent. I can't remove the other addresses from being logged into PayPal, since they don't show up.

A Google search said, "Ask PayPal to remove hidden gift addresses."

5:48 PM

SE

I understand your concern Thomas. Trust me that's not the experience I would want you to have.

Thomas I know that the transaction is important, what you need to do is to clear the cache and cookies.

For any future concerns, you can always go to www.paypal.com/help and view answers to frequently asked questions.

Thank you for contacting PayPal and for being a valued customer. If you have no further questions, you may close the conversation by selecting End Message or by clicking the "X." If you respond to this message, a member of our team will follow up with you.

6:07 PM

- Shiela Mae

Shiela, I've cleared the cache and I've tried Chrome and Firefox! The problem is on the PayPal end!

Please view the attached files! They show the different between the payment screen with five addresses and my account with one address!

6:09 PM

Your file has been uploaded.

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Screenshot 20 ... 1730.png / 0.08

Please review the just sent file with the screen shots!

This is definitely a PayPal issue, here's the URL for the page:

[URL redacted]

6:18 PM

SE

Thomas I know you really need to do this transaction.

Upon checking the URL and the screenshot that you send, it is about the payment to Razoor Inc with the amount of $90.00. I can see here on your account that this transaction is already completed and will be sent to the shipping address below.

[address redacted]

You can easily check the status of a transaction by viewing your PayPal account Activity which contains a record of all your PayPal transactions.

1. Click Activity near the top of the page.
2. Type in keyword through the search activities bar and click the magnifying glass.

Select additional filters to find a specific transaction:

1. Click on Filters next to the search activities bar.
2. Select the appropriate filter “Filter by status” or “Filter by transaction type”.

You can also click the transaction for more information such as payment status and options related to that transaction.

Thank you for contacting PayPal and for being a valued customer. If you have no further questions, you may close the conversation by selecting End Message or by clicking the "X." If you respond to this message, a member of our team will follow up with you.

6:55 PM

- Shiela Mae

Hi Shiela, I had to add a SIXTH address to the list to get the proper shipping address!

6:56 PM

The question STILL REMAINS... How do I get rid of the unneeded addresses on the PayPal form?!

Are you REALLY not willing to assist customers when they have legitimate questions?

I shouldn't have had to ADD another address to get that screen to work! And, I should be able to manage those addresses in my account, but they do NOT show up there!

This is borderline INSANITY at this point since you won't acknowledge the issue at hand!

6:59 PM

SE

I understand you're upset and frustrated Thomas. Trust me that's not the experience I would want you to have. I would get frustrated too if I we're in your situation right now. I am doing my best to help you out and thank you for being patient with me.

Here’s how to remove your old address:

1. Click theSettings icon next to "Log out."
2. Click Manage all addresses under "Address".
3. Click Remove under the Address you want to delete.
4. Click Remove again to confirm this change.

In the future that you want to update your address you can follow the instruction below.

Here's how to update the address on your PayPal account:

1.Click the Settings icon next to "Log out".

2.Click Manage all addresses under "Address".

3.Click Update under the address you need to update.

4.Enter your address information and click Update Address.

For any future concerns, you can always go to www.paypal.com/help and view answers to frequently asked questions.

Thank you for contacting PayPal and for being a valued customer. If you have no further questions, you may close the conversation by selecting End Message or by clicking the "X." If you respond to this message, a member of our team will follow up with you.

7:04 PM

- Shiela Mae

Sheila, Did you look at the attached files?

I CANNOT remove addresses I CANNOT see!

What part of this do you NOT understand?

I have ONE address listed on my account and it is the CORRECT address, but the PayPal for I was sent to from the vendor's website now has SIX addresses.

The last I learned in math class... 1 IS NOT EQUAL TO 6

Please stop giving me canned script answers and actually PAY ATTENTION to what I'm saying!

7:07 PM

[jtc2]

I am having the same problem.  Cannot change from an incorrect name.  Does anyone else have any answers?  How do we ever get anything solved?

[TheGreatGonzo]

I may have an answer.

Let me explain.

I have only one address in PayPal.

But when I was ordering something from a company online and choose PayPal as the payment method I was bounced to PayPal and offered an address which was not the one I have in my PayPal account.

But the address offered was a "delivery address", not a billing address.

And I recognised it as the delivery address I had inserted on the site I was purchasing from, a few years ago.

In hindsight I remember this happening when using PayPal in the past.

It may be PayPal keeps a record of previous  "delivery addresses"  or the company you are purchasing from is doing so. Hope it helps

[notslow]

Has anyone figured out how to delete these "paypal checkout" addresses? I have a dozen or more of them from over the last eighteen years. I'm worried that I'll accidentally select one one day. We should have the option to delete old or incorrect addresses from paypal checkout.

[DC_3857]

I finally found a solution for deleting the previous old "Ship to" address Paypal has previously saved. Go to a website that supports Paypal Checkout (e.g. Neiman Marcus). Add something into the shopping cart, and in the checkout page, select Paypal Checkout. Then you'll be prompted to select your shipping address from a list Paypal has saved from previously. There is a "Delete" on the top of the address list, which you can use to delete any addresses in the list as long as it's not the one currently selected.

Note that this might not work on every website since some websites gives you a dropdown list to pick the shipping address, with no delete option. Neiman Marcus was what worked for me.

Thoughts: Currently, we are only able to change billing address in user profile/setting page as we've all noticed. And I think the inability for a Paypal user to remove shipping addresses (some of which might be old and no long applied) in user profile/setting page might be a violation of Paypal's own privacy policy, since theoretically users should be able to control the information they have given to Paypal and correct it. Having all those old addresses saved and not giving us an option to easily change them is also super creepy. Paypal should really change this bad practice, be it intentional or just by a design oversight.