Can't use PayPal anymore since pandemic!

[Sameerpeace]

Hey team, 

I'm the CEO at "Social Champ, Inc" (www.socialchamp.io) a registered Delaware C Corp. I often travel and have my team in U.S and Pakistan. I have a business Paypal account. I'm a U.S taxpayer with a legal U.S bank account.

During the pandemic, I've been to Pakistan and working from here. The problem started when I contacted Paypal to have Adaptive Payment API (As helped by the community rockstar @angelleye  here on https://www.paypal-community.com/t5/REST-APIs/Need-help-in-integrating-Paypal-API/m-p/2123132#M4525

I was approved the API, after having multiple conversations with the support team explaining to them the use case of our SAAS business. However, they kept asking me for my utility bills and I sent them bills of my current location (Pakistan) instead of bills that I was paying in the U.S. Suddenly after that, my account was terminated and I heard no reply from their team. 

I called them from our registered U.S Business Number but no one took the call due to the pandemic. 

I kept contacting them on twitter after 2-3 days and one day finally got a reply on twitter, 

"Due to the corona virus (COVID-19) emergency our customer service staff is limited and our response times are delayed. You can always visit https://paypal.com/help or https://paypal-community.com to view frequently asked questions. If you can’t find what you’re looking for, you can message us by logging in to your account and clicking Contact Us in the Help Center. We’ll get back to you as soon as we can, but our response may be delayed."

I'm here to get help and unfreeze our account so we can start working again on integrating Paypal with www.socialchamp.io !

PS: I can provide all company legal documents if required. 

Best, 
Sameer

[MTS_Stefan · Accepted solution]

Hello Sameer,

I am really sorry to hear that.
It is true that during the lock down, initiated by governments due to covid-19, the call centers been largely closed. As of that, the support was a bit limited at the start but it got eased off by PayPal adjusting to the new requirements for business.
The first link they gave you: https://paypal.com/help is to the CS help center, which offers phone as well as email support. The latter was the preferred way of contact during the initial phase.
It is also the CS, that is the team you need to reach out to, because only the CS can change accounts in the live environment such as lifting a block/lock.
I would recommend you let someone from the US office of yours, handle the talks about the account with the CS, if you are using a US account that is.

Kind Regards,
Stefan