business account locked, but no photo id available atm. cannot phone (they hang up after 10 min)

[madmikefalkirk]

Hello, 
I have a business paypal, which i have used for...7 or 8 years. with ZERO problems.
I have 2FA on etc.
Tried to log in today, got message that to make my account safer i need to reset my password. no problem. But it will ONLY let me do it with photo id check. 
Problem, I have literally JUST put my driving licence in for photo update so I wont have it till it appears in the post (maybe tomorrow, maybe 3 weeks) 
Problem 2. I have payments coming in, and Bills/invoices i need to pay, linked to my business account, but, i CANT pay anything as it wont accept my password (asks for it to be reset) 
Problem 3. I cant contact paypal THROUGH this account coz... i need to log in. and i tried to contact them via the family paypal, but, i have tried several times and the paypal system hangs up after a few min. (5 times tried so far) 

Problem 4. I 'could' pay some invoices via my family account, but, this makes a mess of my accounting, using a non business account, and some companies don't like new accounts due to paypal fraud, and, there is money in my business account 'for' these bills/supplies. 

the big question. WHY was this not pre-warned? If its not a hold on account because of suspicious activity but merely increasing security, why hold a knife to the throat of the account? I have no issue with verifying my ID, BUT if i was pre warned i would have done before/after updating my driving licence! Now am at an impass, where paypal could be a hindrance, and if i have to start changing payment details over, I might as well knock paypal on the head if this is something that can randomly happen. 
IF it was a suspicious activity precaution then why not check with me?

Currently, I have invoices that need paid, and if it gets to the point that late payment charges are in play, will paypal pay them? (as they are holding my money) of course not. 
Am I **bleep** off, yes, I cant fix the problem, and I cannot contact paypal to fix the problem. And it looks dodgy as **bleep** to tell customers 'don't pay via paypal my account is locked' AND I have to sort out different payment methods for various online marketplaces. 

[kernowlass]

@madmikefalkirk 

edited.

[PayPal_Olivia]

Hi @madmikefalkirk, 

Welcome back to the PayPal Community Forum, and thank you for your post! I'm sorry to hear of the frustration you've encountered with logging in. For assistance, please contact PayPal Customer Service through the logged out option. Click Contact at the bottom of the PayPal website, then Password and account access, then Login problems. The logged out contact options are listed at the bottom of that page.

I hope this is helpful!

Olivia

[madmikefalkirk]

As stated, I did try but after being redirected to the correct bit, then being put on hold the system would hang up on me. 5 times in a row. I have now sorted this issue by other means, but the phone help system is still utter pants, And I discovered (via PayPal employee) that the photo id thing is 'a trial thing we are rolling out' Locking folks account without warning on a new trial thing you decided to roll out is also, utter pants. Regardless of what canned response is prepared, you would be mighty **bleep** if you went up to your car and were locked out because of a new security feature the manufacturer decided to trial with no warning. You can't drive a car, a business can't business with a locked account.

[PayPal_Olivia]

Hi @madmikefalkirk, 

Thank you for your feedback. I am sorry that a PayPal employee represented one of our guidelines as something we are simply trying out. New policies and procedures are sometimes instituted, but they are considered much more thoroughly than seems to have been represented in that conversation. I regret that you were left with an impression of a haphazard application of processes.

I'm also very sorry about the problem with assistance by phone. I'm very glad that you were able to get the problem resolved!

Olivia