PayPal_Sophie

Hi Grisha,   Thanks for posting on the Community Forum and sorry to hear about this.   At the moment, it's only possible to withdraw money to a bank account in the UK. However, if your account is in a region where you normally have the option to withdraw to a card, it's likely that this is a technical issue that we would need to look into.   We'd appreciate if you could contact Customer Support for your region directly in order to report this issue. You can find our contact details by clicking the 'Contact' option at the bottom of any page when logged in.   Thanks for your understanding Sophie ... View more

Hi fiddlesticks1,   Thanks for posting on the Community Forum about this.   When you get a new card, you would need to add this to your account, as your details would not be automatically updated. I'd advise adding the card back to your account by choosing the 'Wallet' option when logged into your account.   If you have any difficulty with doing this, please let us know Sophie ... View more

Hi siimtl,   Thanks for posting on the Community Forum and sorry to hear about this.   As this is the UK Community Forum, we would not be able to provide specific details on the transfer process for a bank based in Estonia, however in this case, we should be able to initiate a trace on the transfer you made. In order to have your trace initiated, I would advise contacting Customer Support for your region directly.   You can find our contact details by clicking the 'Contact' option at the bottom of any page when logged in.   Thanks in advance Sophie ... View more

Hi badassbriant,   Thanks for posting on the Community Forum and sorry to hear about this.   If we attempted to take a transaction from your card which was declined, we would not normally have been able to debit the money from the card balance. However, if you're seeing the money taken from the card balance, it should be returned within a few days.   If you've set up the direct debit with your bank again, you can try sending the payment again if it's not completed. If the payment did show as completed and your PayPal balance became negative, you can transfer money from your bank to resolve this.   Hope this helps Sophie ... View more

Hi kalyani143,   Thanks for posting on the Community Forum and sorry to hear about this.   If you're unable to get a bank statement showing the random deposit amounts, you may have the option of requesting that these amounts be sent to your bank account again. If you don't see this option on your account, you can contact Customer Support directly so that this can be initiated for you manually.   You can find our contact details by clicking the 'Contact' option at the bottom of any page when logged in.   Thanks for your understanding Sophie ... View more

Hi chetanmore09,   Thanks for posting on the Community Forum about this.   You can keep money on your account balance for as long as you like, however, do be aware that if you make a payment while you have funds on your balance, these would be used first to complete your transaction.   Hope this helps! Sophie ... View more

Hi limpkin,   Thanks for posting on the Community Forum and sorry to hear about this.   It sounds like you might need to contact Customer Support directly for assistance with this, as we don't have access to view account details from here. You can find our contact details by clicking the 'Contact' option at the bottom of any page when logged in.   Thanks for your understanding Sophie ... View more

Hi anparkinson,   Thanks for posting on the Community Forum about this.   It sounds like you might need to update the HTML code on your Continue Shopping button to make sure that your customers are redirected back to your website. You can find information on how to do this on our developer website below:   https://developer.paypal.com/docs/classic/paypal-payments-standard/integration-guide/paypal_shopping_cart/#id08AEC050F2Y   Hope this helps! Sophie ... View more

Hi MMontalvo,   Thanks for posting on the Community Forum about this.   While we don't have access to your account details from here, if you're experiencing payment issues, a common reason could be that our security system is temporarily stopping your transaction.   If you're still running into issues, I'd advise ensuring that your PayPal account is fully verified, and that you are trying to make the payment from a secure internet connection, for example from your home wifi. If you're still having difficulty, please contact Customer Support directly so we can take a closer look at what's happening.   Thanks for your understanding Sophie ... View more

Hi N_O_PP,   Thanks for posting on the Community Forum about this.   I understand any frustration you might be feeling in relation to the delay with the confirmation code showing on your bank statement. Usually the code takes 2-3 hours to show, but it may be delayed,depending on your bank.   In most cases, you should be able to continue using your account as normal while you're waiting for the code to show, but if you do experience any difficulty in the meantime, we'd advise contacting Customer Support directly.   Thanks for your understanding Sophie ... View more

Hi borderline1107,   Thanks for posting on the Community Forum and sorry to hear about this.   It does sound strange that an old email is showing when someone sends donations to you. In order to find out what's going on, I would definitely advise contacting Customer Support directly so we can take a closer look at this for you. You can find our contact details by clicking the 'Contact' option at the bottom of any page when logged in.   Thanks for your understanding Sophie ... View more

Hi JonasL,   Thanks for posting on the Community Forum about this.   When you transfer money from your bank to PayPal, it generally takes 5-7 working days to fully complete, as this is how long it takes for your bank to send the funds to us. As weekend days are not counted as working days, you would not count them in this case.   If you don't see the money clearing through to your balance after this timeframe has passed, please let us know.   Thanks for your patience Sophie ... View more

Hi LJN1650,   Thanks for posting on the Community Forum and sorry to hear about this.   I would definitely recommend contacting our PayPal Credit team directly for further information on why this may be happening. You can get in touch with the team at 0800 368 7155 for help with this.   Thanks for your understanding Sophie ... View more

Hi MartinSlasher,   Thanks for posting on the Community Forum about this.   With a password issue we would always recommend contacting by phone so we can reset your details, as we would be unable to update your details or access your account through the Forum.   You can call us on 0800 358 7911 (freephone from a UK landline. Rates from overseas landlines and mobiles may vary). We're open from 8am to 10pm Monday to Friday, from 8am to 9pm on Saturday and from 9am to 9pm on Sunday.   Thanks for your understanding 🙂 Sophie ... View more

Hi AO-Chika,   Thanks for posting on the Community Forum about this.   I have looked into this for you and I'm glad to confirm that with a Kenyan PayPal account, you do have the option of transferring money to your Equity Kenya Bank. Here’s how to withdraw money from your PayPal account to your Equity Bank Kenya account: Go to the Equity Bank Kenya site, log in to your account, and select the Equity Bank PayPal Withdraw Service Link. You will be redirected to the Equity Bank PayPal withdraw service website. Click Withdraw from PayPal. Select For Me or For my Business. Enter your Equity Bank account number and click Submit. A One Time Pin (OTP) will be sent to the cell phone number and/or email address linked to your Equity Bank for the selected account. Enter your information and the amount you want to withdraw. Review your information and accept the terms and conditions. Click Confirm. You’ll be redirected to PayPal’s website. Log in to your PayPal account and confirm the withdrawal and click Pay Now. After the transaction has been confirmed, you will be redirected back to the Equity Bank PayPal withdraw services page. On the results page you will see the transaction status and the transaction reference number. Click on Finish to complete the process.  I hope this information helps 🙂 Sophie ... View more

Hi steveicus,   Thanks for posting on the Community Forum about this.   It sounds like the preferred funding source for your recurring payment is set as your work card, but you should be able to update this on your account 🙂   To change your funding source: Go to www.paypal.com/uk and log in to your account. Click Profile near the top of the page. Select My money. Beside 'My pre-approved payments', click Update. Under 'Merchants', select the merchant whose agreement you want to change. Under 'Funding Source', click Change. Select an alternate funding source and click Save.  I hope this helps, but please let us know if you have any other issues with this Sophie ... View more

Hi jake2u,   Thanks for posting on the Community Forum about this.   You should be able to create an account on PayPal. We would advise ensuring that your PayPal account is created in your correct name, and that this matches what's on your PAN card. If your name is incorrect on either your PAN or your bank account, I would definitely advise making sure that you have these details updated as soon as possible.   If you have any further difficulty, please contact Customer Support for your region in order to ensure that we can help with this fully. You can find our contact details by clicking the 'Contact' option at the bottom of any page when logged in.   Hope this helps 🙂 Sophie ... View more

Hi fishydave1,   Thanks for posting on the Community Forum about this.   It should be possible for you to complete a USD payment through PayPal using your prepaid MasterCard. After you've added the card to your PayPal account, you may need to contact Customer Support to ensure that your card has been recognised as a USD currency card, as it may automatically add the card as a GBP one.   You can find our contact details by clicking the 'Contact' option at the bottom of any page when logged in.   Looking forward to hearing from you Sophie ... View more

Hi nevemcnally,   Thanks for posting on the Community Forum about this.   In a case like this, I'd definitely recommend contacting Customer Support by phone so we can take your bank details and do a search in our system to locate the account where it was added. We don't advise providing your details by email or here on the Forum, for security reasons.   You can find our contact details by clicking the 'Contact' option at the bottom of any page when logged in.   Thanks for your understanding Sophie ... View more

Hi helenf76,   Thanks for posting on the Community Forum and sorry to hear about this.   The first thing I would recommend doing in this case is ensuring that your email address is fully confirmed, as it would need to be confirmed in order for you to receive payments. I would also recommend communicating with the payment senders directly to find out what the payment status is on their end.   If you have any further difficulty, I would advise contacting Customer Support directly for further assistance. You can find our contact details by clicking the 'Contact' option at the bottom of any page when logged in.   Thanks for your understanding Sophie   ... View more

Hi stogian,   Thanks for posting on the Community Forum and sorry to hear about this.   It sounds like our security system might be temporarily preventing you from adding your bank. If you are still running into issues, I would advise contacting Customer Support directly so we can help with this. You can find our contact details by clicking the 'Contact' option at the bottom of any page when logged in.   Thanks for your understanding Sophie ... View more

Hi HathaFlash,   Thanks for posting on the Community Forum about this.   I've looked into this for you and can confirm that at the moment, it's only possible to withdraw money from PayPal to a Visa card at the moment. PayPal don't currently have any agreement in place with MasterCard in relation to withdrawals, however, we will pass your feedback over to the relevant team here, as we are constantly making changes to how we process transactions.   I hope this information helps Sophie ... View more

Hi meakson and Joemek,   Thanks for posting on the Community Forum and sorry to hear about this.   If you enter your 4 digit card confirmation code 3 times, your card will become automatically disabled from our system, but don't worry, we can help with re-enabling it if you can contact Customer Support directly.   In relation to the code itself, you will only be able to locate this on the statement for your card. Your card statement is a document provided by your bank which shows a summary of your card payments for a set period of time. Some banks send this monthly by post while others provide an online version. If you do not have online access to your statement, you must wait for your bank to send it by mail.   Hope this helps, but do let us know if you have any other questions or concerns at all Sophie ... View more

Hi alsabahi,   Thanks for posting on the Community Forum about this.   When entering your phone number, you don't need to enter the "0" at the start, as your country code will be automatically entered. I would advise re-adding the phone number without the 0 in front as this should resolve the issue.   Hope this helps! Sophie ... View more

Hi GFA,   Thanks for posting on the Community Forum and sorry to hear about this.   I can understand your frustration with this. If there is an open dispute and the amount that you sent to the seller is currently on hold, all you should need to do is close the case. Here's how: Go to www.paypal.com/uk and log in to your account. Click Resolution Centre near the top of the page. Under ‘Action’, next to the dispute/claim, click View. Follow the instructions to close your complaint.  Once you have done this, the money will be released back to the seller.   If you have any difficulty at all with this, please let me know Sophie ... View more

Hi MarcusHoC,   Thanks for posting on the Community Forum about this.   If you're choosing to send a payment in USD, any money held on your USD balance would be used first. If the amount of the payment you're sending is greater than your USD balance, you may want to transfer additional funds over to USD to ensure that there is a sufficient USD balance first.   If you have any further difficulties, please let us know Sophie ... View more

Hi nokgod,   Thanks for posting on the Community Forum and sorry to hear about this.   It definitely sounds like the original transactions were not successfully sent from the buyer's side. When this happens, it can be for a few different reasons, but a common one would be that our security system temporarily stopped the payment.   I would advise asking the payment sender to contact us directly so we can investigate this, as we would need to review the payment attempt from their end.   Thanks in advance Sophie ... View more