Payment withheld due to “OLD paypal Email” !

[cymimi03]

Hello everyone, There is an urgent issue with my payment and I would really appreciate any of your kind help – A payment for my ebay item (Item ID  264873549345) was made by buyer on 22nd September. However as of today, payment still has not arrived at my account, because “paypal email address” on the listing was my old email address from a very small online email provider, which is out of the business this year!!! As a matter of fact, I have already updated new Hotmail email on both paypal and ebay settings for more than one year, and it was hard to find out email information on the listing did not change automatically with settings! So on ebay sales section, it just keeps showing “payment was initiated on 22 Sep and is being processed with paypal.”   Now payment has been withheld by Paypal for more than ONE MONTH, and buyer has been unable to do anything to cancel payment due to a one-time coupon was used in this transaction. Also that small email provider also stopped running business this year, so I really tried anything I could and still look to get it sorted out! I wrote to paypal on 26th September, and asked for assistance on releasing this payment (as both my old and new emails can be seen clearly on record). But I still have heard NOTHING from the team, so please could you give me some advice here, thank you all so much! 

[kernowlass]

@cymimi03 

If its the old email address then if you still own it then 'add' it to your paypal account as you can have up to 8 on the 1 paypal account and the funds should show, if not then................

You need to contact your buyer(s) and ask them to see what it says in their paypal accounts either:
1. Pending / Unclaimed with a cancel option.
2. Pending / Unclaimed.
3 Completed.

If its:
Pending / Unclaimed with a cancel option.

Ask them to cancel the payment but tell them that it will take a few days to go back to their funding source. Then get them to use the "send money" > Goods/Services option and pay to your correct email address. Tell them DO NOT use the Ebay option or it will direct them to Ebay checkout and the same thing will happen. They may not want to do this and so you could then cancel the transaction. OR you can send them a money request.

Pending / Unclaimed.

If there is no cancel option then the buyer will get their money back automatically 30 days after paying.
Again they may not want to pay you again until they get their money back so you may need to cancel the transaction for them.

Completed.

If its completed then come back for more advice.
https://www.paypal.com/us/smarthelp/article/FAQ1467