Hi @Pamela227,
Thank you for your reply!
I'm sorry for any confusion. Because this is a public forum, account-specific information is not able to be given. @PayPal_Meghan spoke in general terms about the capabilities of a US account, and that was not an indication that your specific account itself is set up correctly. If you've been told by PayPal customer service that there's an issue with your receiving preferences, then that is not something that we would be able to confirm for you, but I would be happy to speak on the matter of receiving preferences.
If your account was ever a Business or Premier account, it is possible that you adjusted the payment receiving preferences in the past. A Personal account does not have that capability, however. If that is the case, check in again with PayPal Customer Service and ask them if they can help you with adjusting those preferences. It's possible they will need to temporarily upgrade your account to allow the change and then downgrade it again for you after the change takes place. (Make sure that you do not upgrade the account yourself without coordinating with a representative, as downgrades are typically only allowed once in the lifetime of an account, and a representative may have to make sure it can be overridden if that becomes necessary in the course of troubleshooting.)
Regarding your question about why you were able to receive a refund - refunds are not the same as sent payments and are unaffected by any setting or restriction on receiving payments. This is because they are tied to the original payment you sent, and are not separate transactions. Refunds go directly back to the payment method used for the original payment.
Again, I am very sorry for the difficulty you've encountered, and I sincerely hope that Customer Service is able to locate the issue and resolve it for you without needing to close the account and start over.
Olivia
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