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Welcome to the PayPal Community! It sounds like you're trying to use our Pay with Rewards option, is that right? If so, here's a Help Center article you may find useful: What's Pay with Rewards and how do I use it?
- Jon K
I'm sorry to hear you're unable to claim your reward. For this situation, I would suggest you contact us to provide additional details. To contact customer service, please click Contact at the bottom of the PayPal website for available options, or reach out by Facebook or Twitter. I hope this helps.