We aren't able to process your payment using your PayPal account at this time

[azurwan]

Hi there. I'm trying to renew my sufsharks VPN subscription and i choose paypal as the payment method. But the payment doesn't work. the message said "We aren't able to process your payment using your PayPal account at this time. Please go back to merchant and try using a different payment method" so I've tried contacting surfshark's customer service, but they didn't find any problems from their side, so they asked me to contact paypal directly. Is there any solutions to my problem?

[PayPal_RebeccaN]

Hey there @azurwan, 

Thank you for your post and welcome to the PayPal Community Forum! 

I appreciate how concerning this must be for you. I would ask that you please ensure you do not have any outstanding account limitations. You can view any limitations on your Resolution Center when you select 'Go To Account Limitations'. Also, check here to see if you need to confirm your identity by following the steps listed here: How do I confirm my identity? (CIP) (paypal.com)

Please also ensure you have a funding source (bank/card) added to your account and confirmed: How do I add a bank account to my PayPal account? & How do I add a credit card to my PayPal account?

This could also be a security block. I would suggest waiting for 72 hours before trying to attempt this payment again. After 72 hours, please try and attempt this payment via the PayPal website rather than the app. Please also avoid using any VPNs while using PayPal. 

If this does not work, I would suggest reaching out to our customer service team directly. To contact our Customer Service team, click 'Help' or 'Contact' at the bottom of any PayPal Webpage. 

You can also contact us via Facebook PM or Twitter DM's. 

For Facebook: https://www.facebook.com/PayPal 

For Twitter: @AskPayPal

I hope this helps, have a nice day! 

Rebecca 

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