PayPal Customer Payments

[LynneB2]

Hi, I have just received my first order in 12 months, but the payment balance in PayPal is still $0.00 after 24 hours. How do I find out why it has not come through yet.

[kernowlass]

@LynneB2 

Have you confirmed your email address?

https://www.paypal.com/au/cshelp/article/how-do-i-confirm-my-email-address-HELP138

Have you verified your paypal account?

https://www.paypal.com/au/cshelp/article/how-do-i-verify-my-paypal-account-HELP434

Are they sending in your currency or another?

Are they sending a friends/family payment which you can't accept on a business account?

Are you sure its not a scam with fake paypal emails? 

[LynneB2]

Hi,

My email is confirmed on my account, I tested it all 12 months ago and it all worked, the money went into my Paypal acc at that time.  This new purchase from the customer is in the same currency, and I also tested it myself with my own credit card purchase, and my payment is not in there either.  My website says that Paypal has successfully captured the payments.  I am about to send the customer the product because it says that it has captured the payment, but I don't have the payment in my Paypal account.  It has been over 2 days now.  Is it possible, from some information that I have read, that because I have not used it in 12 months, that paypal is holding it for longer.

[PayPal_Meghan · Accepted solution]

Hello @LynneB2, 

Welcome to the PayPal Community! 

I'm sorry to hear that your payment isn't showing in your PayPal account. If you haven't received payments in awhile, it is possible they'd be placed on hold. However, you would still see a record of those within your PayPal account. Please do not send any products until you can confirm the payments are there. I recommend reaching out to Customer Support, as it sounds like there might be an integration issue between the website and PayPal. You can contact Customer Support through one of the options listed on our Help Center here. 

I hope this is sorted out soon! 

- Meghan

[LynneB2]

Thank you Meghan, I have now escalated this to the Tech Support area, I think there is definitely some sort of connection problem.  It is just frustrating that it was all working ok last year.

Lynne