PayPal_Sophie

Hi NazmulH,   Thanks for posting on the Community Forum and sorry to hear about this.   If you're unable to send payments, it can be for a few different reasons - most commonly, the funding source you're trying to use could be denied, or our security system could be temporarily stopping your payments.   If you have never added a card or a bank to your account, this could be a factor in our security system kicking in, as we would generally advise adding one of these in order to complete the verification process and lift any limits in place on your account.   If you're still experiencing 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 Benjamin2,   Thanks for posting on the Community Forum about this.   I would advise deleting cache and cookies from your browser, as this should remove any preset or filled fields. Once you have done this, your password details should no longer be automatically filled.   Hope this helps! Sophie ... View more

Hi kaz100jay,   Thanks for posting on the Community Forum and sorry to hear about this.   It sounds like we might need to manually refund the payment for you in this case. If you haven't managed to get in touch with anybody by email, you may want to consider contacting us by phone at 0800 358 7911. Alternatively, you can also contact us through Twitter at @AskPayPal or on Facebook at https://www.facebook.com/PayPalUK/.   Thanks in advance Sophie ... View more

Hi Whatsup123,   Thanks for posting on the Community Forum about this.   It sounds like your account might not be set up for receiving money, or you are currently living in a region where it's not possible to use our services to receive money. If you are living in a region where PayPal supports receiving payments, you may need to contact Customer Support directly for 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 FredFlamingo,   Thanks for posting on the Community Forum and sorry to hear about this.   It sounds like our security system might be preventing you from adding your bank, which is something that can happen from time to time. The best way to fix this would be by contacting Customer Support directly so we can help.   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 Nico_fte,   Thanks for posting on the Community Forum and sorry to hear about this.   At present, the agreement PayPal has in place with the banking authorities is that all withdrawals to banks must be processed in the local currency, which in your case sounds like would be GBP. I'm afraid that there is no way of avoiding this, and there would always be a currency conversion applied.   Apologies for any inconvenience this might cause Sophie ... View more

Hi ab-soft,   Thanks for posting on the Community Forum and sorry to hear about this.   It definitely sounds like our security system could be triggering when you're trying to withdraw. In general, I'd advise ensuring that the card you're withdrawing to is confirmed on our system, and that you are logging in from a secure location, such as your home computer, when withdrawing.   If you continue to have issues with this, I would advise contacting Customer Support directly so we can help with the issue you're having. 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 heat_baller,   Thanks for posting on the Community Forum, and sorry to hear about this.   It sounds like your payments have deferred to the eCheque method which can happen if our security system has triggered. When this happens, we don't see an exact reason as to why this could be occurring, but in general, we advise ensuring that your account is verified, and that the funding source you're using has been confirmed on your account.   For further help with this, I advise contacting Customer Support directly so we can take a closer look at what's causing this issue. 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 tomislav2,   Thanks for posting on the Community Forum and sorry to hear about this.   It sounds like there is a negative amount on your balance due to the open dispute on your account. The denial message you're seeing could be for a few different reasons - our security system could be stopping your payment, or there could be a denial from your card issuer.   If you're still experiencing issues, I'd advise contacting Customer Support directly so we can help. 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 Chrismerchantsp,   Thanks for posting on the Community Forum, and sorry to hear about the difficulty you're having with this.   It sounds like your bank might have cut the deposit amounts from your final statement. In this case, you might need to contact your bank directly to ask them to provide you with the deposit amounts.   If you have any further difficulty with this, I'd advise contacting Customer Support 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 PaulMorrice,   Thanks for posting on the Community Forum about this.   When you receive a payment to your PayPal balance, you would need to withdraw the money to your bank account after receiving it. If you leave money on your account balance, it will be used first when you send a payment.   Here’s how to withdraw: Go to www.paypal.com/uk and log in to your account. Click 'Withdraw' near the top of the page. Enter the amount you want to withdraw, choose the bank account and then click 'Continue.’ Review the details and click 'Submit.’  I hope this helps! Sophie ... View more

Hi liambarker123,   Thanks for posting on the Community Forum and sorry to hear about this.   It sounds like your bank account might have become disabled from your account. We can definitely help with re-enabling your bank once you have contacted Customer Support 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 sathik,   Thanks for posting on the Community Forum about this.   If your seller has cancelled your order but your PayPal payment is not refunded, your seller would need to ensure that they choose the 'Refund' option through PayPal. If you don't get a refund from the seller, I'd advise filing a buyer complaint case through PayPal, as you would be eligible for a refund under our Buyer Protection policy.   Hope this helps 🙂 Sophie ... View more

Hi Giorgos13,   Thanks for posting on the Community Forum and sorry to hear about this.   If your item was sent to an incorrect country, I'd definitely contacting your seller directly to see if this can be rectified. If you can't come to a resolution with the seller, you can of course file a buyer dispute case with PayPal, as you should be fully covered by our Buyer Protection policy.   Hope this helps! Sophie ... View more

Hi thomaszimm,   Thanks for posting on the Community Forum and sorry to hear about this.   It sounds like your case might still be in review. The review timeframe is usually 72 hours, so if you are still waiting for a response to your case, we would advise contacting Customer Support directly. You can find our contact details by clicking the 'Contact' option at the bottom of any page when logged in.   Thanks for your cooperation regarding this Sophie ... View more

Hi kate8672,   Thanks for posting on the Community Forum and sorry to hear about this.   A buyer can file a dispute for a payment they send if they feel that the item they received is not as it was originally described. However, when a buyer makes a claim such as this, we would ask them for additional information in support of this. We also won't issue a refund until the buyer has provided a valid tracking number showing that the item has been delivered back to you.   You will be contacted by email with any further updates regarding your case, but do let us know if you have any other questions.   Hope this helps! Sophie ... View more

Hi gsa81,   Thanks for posting on the Community Forum and sorry to hear about this.   It sounds like your account may have been set up under the 'Business' type, which is likely to be why you're being asked to provide this information. You should be able to update your details to reflect that you don't own a business by updating the business type to 'Individual'.   Here's how to update your details: Go to www.paypal.com/uk and log in to your account. Click Profile near the top of the page. Beside 'Business Information', click Update. Edit your business information and click Save.  Once you have done this, I'd advise contacting Customer Support so we can ensure that this is reviewed for you as a priority. 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 JoostdeNiet,   Thanks for posting on the Community Forum about this.   When someone sends money to you, they may have the option of filing a buyer complaint case for the payment if they have sent it as one for goods or services.   When this happens, we will request information from both you and the buyer and investigate fully. We may also reverse a payment if it is found to be unauthorised on the part of the payment sender.   I hope this helps Sophie ... View more

Hi Ton1,   Thanks for posting on the Community Forum and sorry to hear about this.   If you are not seeing the money you withdrew to your bank account, we can initiate a trace on this for you once 14 working days have passed since the transfer was initiated. In order to have this trace initiated, you would need to contact Customer Support directly. 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 leomontreal,   Thanks for posting on the Community Forum and sorry to hear about this.   If your details are not updating when you are trying to edit them, you may want to try changing the browser you're logging in from, and ensuring that you're logging in from a laptop and not your mobile device. We'd also advise deleting cache and cookies from your browser, if possible.   If you continue running into issues, I'd advise contacting Customer Support directly for help. 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 Tsine,   Thanks for posting on the Community Forum and sorry to hear about this.   It sounds like you've been affected by holds which happen for all new or inexperienced sellers. If this payment was not related to a purchase and was instead intended to be sent as a 'friends and family' or 'personal' payment, you can definitely refund it to your friend and ask them to re-send it to you using the correct payment method.   Here's how to refund a payment: Log in to your PayPal account. Click ‘History’ near the top of the page. Click ‘Details’ next to the payment you want to refund. Click ‘Issue a refund.’ For ‘Refund amount,’ enter the amount to you want to refund, then click ‘Continue.’ Review the information, then click ‘Issue Refund.’  I hope this helps Sophie ... View more

Hi willjones1999,   Thanks for posting on the Community Forum and sorry to hear about the difficulty you're having with this.   It sounds like our security system could be triggering and causing this issue. If you're still having trouble adding your bank to withdraw, I would advise contacting Customer Support directly for assistance 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 ARMENO,   Thanks for posting on the Community Forum and sorry to hear about this.   Glad to hear that you were able to get a refund for your payment. Refunds can take a few days to show back on your card balance - in general, the refund timeframe is 5-7 working days, but this can be longer, depending on your card issuer.   If you don't see the refunded amount on your card balance after 30 days, please let us know so we can trace the transaction for you.   We appreciate your patience with this Sophie ... View more

Hi Loops1986,   Thanks for posting on the Community Forum and sorry to hear about this.   It sounds like our security system could be triggering when you're trying to add your bank. If you're still running into issues, I would definitely recommend contacting Customer Support directly so we can help with 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 david38ni,   Thanks for posting on the Community Forum and sorry to hear about this.   The best thing to do with an issue related to PayPal Credit would be to contact our team directly at 0800 368 7155 so they can look into the issue you're having.   Thanks for your understanding Sophie ... View more

HiTiGaRa,   Thanks for posting on the Community Forum and sorry to hear about this.   I have looked into this for you and I can confirm that at the moment, BGN is not a supported currency on our system. Here's a list of the currencies that are currently supported:   https://www.paypal.com/bg/cgi-bin/webscr?cmd=p/sell/mc/mc_receive-outside   You would need to accept your payments in one of the currencies mentioned. Sorry for any inconvenience and hope this clarifies the issue you're having.   Thanks Sophie ... View more

Hi captaincallum,   Thanks for posting on the Community Forum about this.   It sounds like the amount showing on the app is the amount you received minus the fee that we would charge for receiving a payment. I'm sorry for any confusion caused by this and will pass your feedback along to the relevant people here.   Hope this helps! Sophie ... View more

Hi Stapler,   Thanks for posting on the Community Forum and very sorry to hear about this.   PayPal offers 100% protection for any unauthorised payments made using your account. This means that you will be refunded in full for these transactions.   We will generally make a credit to your balance after we've verified that the transactions were not made by you, as it can take up to 10 days for us to fully review an unauthorised report. If you have any other questions or concerns, I would recommend contacting Customer Support directly.   Hope this helps Sophie ... View more

Hi Salahsys,   Thanks for posting on the Community Forum and sorry to hear about this.   It sounds like your card issuer could be declining the use of your card on the PayPal system. This is a common reason for receiving the error you have described.   We would recommend contacting your card issuer directly, to ensure that your card is activated for online use. Once you have done this, please try adding your card to our system again.   Hope this helps Sophie ... View more

Hi lbettencourt.   Thanks for posting on the Community Forum and sorry to hear about this.   It sounds like there is a number missing from what's showing on your bank statement, as we would only send a code with 4 digits. If you are still running into issues, we should be able to manually confirm the card if you can provide us some additional information. Here’s what we need from you to manually verify your card:   A copy of a government issued photo identification such as a passport or driver's licence.  A copy of the debit card or credit card statement that shows at least the last four digits of the card, your name and your postal address matching the address registered in your PayPal account. You can upload this information by going to https://www.paypal.com/confirmcard and following the instructions for uploading the information.   After you have done this, I'd advise contacting Customer Support by phone to follow up on your request. 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