Proofs of ID

[angel_vick]

Hello,

I'm gonna make it short, someone needs to refund me money that is currently on hold in their account and their account is limited (because I sent them big amounts of money at once). Paypal asked them to provide 2 type of documents to remove their account limitation and free the money on hold so they can refund me. The problem is, the 1st proof of identity they can provide is their driver's license, and their only option as 2nd proof of identity is their passport but it is expired and it will take up to 6 months to renew it. Now I have 2 questions:

1. Can they link their bank account or provide their cell phone bill as their 2nd proof of identity INSTEAD of the passport?

2. Will Paypal keep the money on hold even if it takes up to 6 months for them to provide the documents?

3. Is there a limit of time for the user to provide the documents in order to remove the account limitation?

Thank you

[kernowlass]

@angel_vick 

https://www.paypal.com/ca/cshelp/article/what-kind-of-documentation-can-i-provide-to-remove-my-accou...

[angel_vick]

Okay, so cell phone bill and bank account cannot be used as proof of identity instead of passport is what I understand?

But is there a time limit to provide such documents? What worries me is that the person started their passport renewal process but it can take up until February or March 2024 until their passport is ready. Will the money be on hold all this time without Paypal doing anything to it?

Thank you

[PayPal_Bindu]

Hello @angel_vick 

Welcome to the PayPal Help Community and thanks for responding back! Account Limitations prevent you from completing certain actions with your account, such as withdrawing, sending, or receiving money. Until you submit the requested information, the account will be limited and no actions can be taken from the limited account. If you sent the payment as a goods & services payment, the money will be on hold for 21 days. You can refer this page for more information on payment holds. Even the funds gets released after 21 days, the account holder cannot refund the payment due to account limitations. 

Thanks for the help @kernowlass!

Regards,

Bindu

[angel_vick]

Thank you for your replies, one of my question was answered but not the other one. The seller told me that they can only provide the needed documents in 6 months, so my question is, is there a time limit for an user to provide the documents in order to remove the account limitation? Or they can take all the time they need to do so? Thank you

[PayPal_Bindu · Accepted solution]

Hey @angel_vick 

There is no time limit to submit the requested documents, but to access your PayPal account, you have to upload the requested information in few days from the date you have notified about the limitations. 

Bindu

[angel_vick]

I understand. Thank you very much for your help and for answering my questions. That makes me a little less worried now about the situation. Hope you have a great day/night!

[PayPal_Bindu]

Hey @angel_vick 

You're always welcome! I am glad I could be helpful!

Have a great weekend!

Bindu

[charieplaza]

Hi, I would love to get an assistance to this. I recently got an email from Paypal regarding my Identification confirmation. I sent the wrong ID which is not acceptable. I want to reupload a passport ID instead. How will I be able to reupload the document? Thank you. (Also it was already sent and I need to upload my passport instead)

[PayPal_Ayesha]

Hello @charieplaza,

Welcome to PayPal Community Forum and thank you for posting!

I understand your concern about uploading your documents. For this situation, kindly reach out to PayPal Customer support by clicking 'Contact' at the bottom of any PayPal webpage. Please do not hesitate to reach out to Customer Support by sending a DM on Twitter or Instagram or a PM on Facebook. 

Regards,
Ayesha