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I got a similar response via email. It fortunately looks like Planetary's suspicions that they're dumping the service may be wrong and it is just a bug in the system that they're working on.
It's now been 11 days. There is no way this is a basic "update" although they claim it is. An "update" does not shut down a vital part of their servace for this long with no end in sight (they still cannot estimate when the "update" will be complete). So, maybe they found a huge gaping security flaw that requires completely rebuilding that system from the ground up, or, they are getting rid of Green Dot as service provider, or they are eliminating this feature altogether. Whatever the cause, they are being purposefully deceptive about it. What is the alternative to paypal for online payment? Might be time to find an alternative.
The people are always the ones to sufferer. I am tired of everyone running and interfering with our lives. Just like the government. I hope who ever caused this has their lives disrupted as much as ours from this.
FYI, I found out this morning that the "Add money at store" feature works through the Paypal App which is available at google play and any app store like amazon etc. I used it this morning.
I tried the Android app and it appears to work although I just conducted a test and didn't actually carry through and deposit cash at my local Rite-Aid store. I may do that today or tomorrow.
The support babble quoted above is almost verbatim the same thing I was told; just different enough that it's a bit more than a simple cut-and-paste reply (support staff at least have to paraphrase a script). The goal is clearly one I've seen more times from more sources than I care to recall; say something soothing and polite without saying anything of substance.
From a technical perspective I find it interesting that the browser/website approach is consistently failing but the app is not. If you watch the URLs you go through in your browser you never appear to actually leave PayPal; whether this implies the problem is on the PayPal end, the Green Dot end or the plug is being pulled I don't know. I do know that this kind of problem breeds speculation and this, plus PayPal's lack of useful response, is not good for their reputation. Do they care?
At this point if I had to guess (what choice do I have?) I'd say that either a) PayPal has tech support management staff who cannot properly orchestrate change or sensitive maintenance with appropriate backup/recovery plans in place should a feature like this disintegrate, or b) they wish to force customers to use only their mobile apps, perhaps eliminating Green Dot from the equation.
Is the PayPay cash option down? I have been trying all morning to get a bar code printed to add cash to my PayPal account and I keep getting an error message. Tried both from a computer and my phone...no success.
This is still down 10 days later. I also agree, the customer service comprehension skills are poor. Robotic repeating back to you even if incorrect, etc.