PayPal_Dian

Hey @ SiLees,   Welcome to the Community and thank you for asking your question.  I am very sorry to hear that you are not able to access PayPal on the new phone.  When a new device is being used to access PayPal there can be a request for extra verification. This is just a safety measure as a new device is being added. If you are not able to log in I would advise contacting us through the 'Help & contact' link at the bottom of our website. When you follow the password recovery flow you will have the option to either 'Call us' or to 'Chat with us while logged out'. her we can help you access the account again.    Sorry for any inconvenience this has caused. As soon as you have used the new phone more regular it will work like before :).    Dian  ... View more

Hey @ Punpun9029,    Thanks for asking your question in our Community and welcome :).   I understand that a seller send you a payment instead of a refund and you want to know what the risks are.  It is always better to receive a refund instead of a payment. When you receive a payment there will be fees deducted. This can mean that you get less money back as what you send in your original transaction. When you receive a payment the sender does have 180 days to open a claim for that payment. So there is a risk that they can do this. You have the same option to open a claim for your original payment. These would be the main 2 differences.    The best way is a refund. If a claim would be filed, you can always contact us and we will do what we can to help and assist you in resolving this. You can also reach out to the buyer by email to find a solution for this if you are concerned.    I hope this information helps.    Dian  ... View more

Hey @ TayNeedsHelp,   Thanks for posting in our Community and welcome :).  I understand that a payment attempt was made and that the money was held on the card. It can take up till 30 days for a pending payment to be released and processed. If no payment is made the money should be on the way to you. If you have any concerns please contact the card issuer They should be able to help you further with this.    Dian  ... View more

Hey @ Brandilashea,   Thanks for asking your question in our community.  I understand that you want to send money anonymously. I am sorry to inform you that this is not an option. When you send money the receiver will see your email address and name. If you are sending a payment for goods/service they can also view the address. Only if a donation is made, less information will be visible. But the receiver of the funds would need to have a website etc for that.  Sorry that I am not able to give you a different answer.    Dian  ... View more

Hey @ evaluna001,   Thank you for posting in our Community and welcome.    I understand that the dispute amount is not correct. It is not possible to change this amount. Normally the full transaction amount would be visible in the dispute. If anything is not correct, I would advise contacting us. You can do this through the 'Help & contact' link at the bottom of our website or through Twitter and Facebook.    Dian    ... View more

Hey @ badoer,    Thank you for asking your question in our Community.  I understand that you found an encrypted account number and want to know if you can use that. I am not sure what kind of number you found but you would need to use your email address. Your email address is unique and it is linked to your PayPal account. In order to receive payments you will need to use the email address in a website or provide this to the buyer. We do not work with an account number.    I hope this information helps.    Dian    ... View more

Hey @jess_xe,    Thank you for asking your question in our Community.  I am sorry to hear that the link for uploading documents is not working for you. I would advise calling us so we can give you an alternative link in which you can upload documents. When you provide information through another link we need to manually escalate the document. So we cannot provide any links here, sorry.    You can contact us through the 'Help & contact' link at the bottom of each page or through Twitter and Facebook.    Dian  ... View more

Hey @jmarduk,    Thank you for asking your question in our Community and welcome :).  I understand that you are not able to use Pay in 4 for a payment. I am afraid that we cannot guarantee that pay in 4 will be available for all payments. Only when it is available, will it be an option to use it as a funding source.  For example; if you already made several pay in 4 payments that are not completed yet, we might not offer this option for a next payment. It is based on a case to case payment if the option is being offered. Sorry for the inconvenience this causes.    Dian      ... View more

Hey @ MsMatthews1,    Thank you for asking your question and welcome to the community.  You can add a card to PayPal but you will need to provide the card details. You don't need to use a 'Pincode' to make a transaction through PayPal. Any financials that you add to the account, will need to be on same name as the account holder and they will need to be confirmed at some point. You are able to add a card and use that for smaller payments without needing to verify it.    I hope this answers your question.    Dian  ... View more

Hey @ nesmahesham,    Thank you for asking your question in our Community.  I understand that you get an error when you test your website. For any issues with the website you can contact us here . Sometimes you are able to test your website using your real own account. It would be better to set up a test environment called sandbox.  You can find information on that in the above link as well.    I hope we can help you resolve this very soon.    Dian   ... View more

Hey @ vm20202020,     Thank you for posting your question in our Community.  I understand that it can be frustrating that the sire times out when you are filing a dispute. It is just a safety that measure. It c an help to type a message for example in 'Notepad'  and when you file the dispute you just need to copy and paste it. This way all the correct information will be provided within the given timeframe and you wont loose the written information. Sorry for the inconvenience the timer can cause.   I hope this information helps.    Dian  ... View more

Hey @ Abdulrahma,    Thank you for asking your question in our Community and welcome.  I understand that you are missing a refund. When you receive a refund the status of the payment will also reflect this. If the payment shows as 'Refund' and 'Completed' it means that the refund is completed. The refund will go back to the funding source that was used for the payment. If a card was used, the money will go back to the card. If you used the PayPal balance, the money will be added back to the balance. When you send a payment we will use the PayPal balance first before we would use a bank or card. So It can happen that the refund you received was used for a transaction you made. You can check this in the 'Activity' tab in your account.  If you are still not able to find the refund you can contact us through the 'Help & contact' link.    Dian  ... View more

Hey @Stacy9315,    Thanks for asking your question in our community. When a donation is made you should receive this on the PayPal account straight away. If the account is fully set up, verified and if the email address is confirmed, you should be able to receive donations. I would advise to check the status of your PayPal account as well. If there is a limitation on the account this can have an impact on receiving money. You can see in the 'Resolution centre' if there are any open cases. We will also inform you by email if we need any information.    I hope this information helps.    Dian  ... View more

Hey @ LisaTighe,    Thanks for asking your question here. I am sorry to hear that buyers get the notification that they cannot send payments. This can occur if there is a limitation on the account that prevents you from receiving payments. I would advise checking the account, to see if there are any notifications or if we are asking for information from you in the 'Resolution Centre'. If you see a notification it will also explain what information we need to resolve this.  If an account is in good order you should be able to receive payments. If you need more help you can always contact us through the 'Help & contact' link at the bottom of each page or through Twitter and Facebook .    I hope this information helps.    Dian  ... View more

Hey @ PregsM,    Thanks for asking your question here. I understand that you want to look up invoices from 2017.  You can check your account history by following the next steps: Log in to the account - Go to 'activity' - Underneath 'Filter By' select 'Choose a date range' - Select the dates that you want to review and press enter. You should see any transactions an invoices there.    I hope this information helps to resolve this.    Dian  ... View more

Hey @ OlenaKurta,    Welcome and thank you for posting here. I understand that payments that have funding sources in a different currency as Euro's, are not processed. I can imagen that this is frustrating. Please contact us through the next link . Here we can offer you all integration options and help you fix any issues you are having.    I hope we can help you to get this resolved.    Dian  ... View more

Hey @ Garisson,    Thank you for posting your question here.  I am very sorry to hear that your account is limited. I am afraid that I am not able to offer you a solution here, as we can only provide general information. The best option would be to contact us so we can review if the limitation was the correct decision. You can contact us through the 'help & contact' link at the bottom of each page. You can also contact us on Twitter and Facebook . I hope we can help you further to resolve this.    Dian    ... View more

Hey @ Tina19971997,    Welcome to the Community and thanks for posting. I hope I am understand the issue correct. You want to add a new card but we are trying to verify it in a different currency. When you add a card the system will automatically detect which currency the card should be charged. This will be linked to the country in which the PayPal account is created. When the card is linked, we can offer the option to change the currency in which the card is charged. In order to do this you will need to contact us.    You also mention that you have 2 currencies. If you want to make a payment we will not use both the currency balances. If you have a EUR balance and are paying in EUR, we will use the EUR balance. If you are paying in another currency we will use the Primary currency balance that is on the account and not both. You can exchange the balances into 1 Currency and make that primary. This way we can use it when you make a payment.    I hope this information helps and answers your questions.    Dian  ... View more

Hey @ PeterBloch,    Thanks for asking your question here. I understand that you received an invoice that says 'Due for payment' which is not meant for you or is fake.  You have the option to decline the invoice. It will still bein your history within the PayPal account. It is not possible to fully delete it, sorry.  Sometimes invoices can be send to an incorrect email address due to a typo or spelling mistake. If you have any further concerns in regards to the invoice you can contact us to report it or you can contact the email address that send the invoice. This way you can inform them that they have an incorrect email address.    I hope this information helps.    Dian    ... View more

Hey @ louise_48,    Thank you for asking your question in our Community.  I am sorry to hear that you received an invoice that was not meant for you. It could be that a typo or spelling mistake causes the invoice to being send to an incorrect PayPal account. The best thing to do is to cancel the invoice. If it happens again you can send an email to the email address that is sending you the invoices. This way you can inform them that they have a wrong email address.    I hope this helps to resolve it.    Dian    ... View more

Hey @ abhiprksh,    Thanks for the extra information. you are correct. When the first authorization is made we will place a 'Hold' on the amount. If the actual transaction amount is different we will take this amount and the 'hold' will be released. It can take up to 30 days for the 'hold' amount to be refunded. I hope you will see the money back on the funding source soon.    Dian  ... View more

Hey @Bndea,    Thanks for asking your question here and welcome.  from the information you have given, I think that an order or authorization was placed. In this we will place a hold on the transaction amount.  If the payment is accepted by the seller the payment will be completed. If the payments is cancelled by the seller, the 'Hold' will be removed and the money will go back to the funding source. It can take up to 30 days for this to be completed. You should received the money back soon.    I hope this information helps.    Dian  ... View more

Hey @Rob_e,    Thanks for posting in our Community.  I am sorry to hear that that an annual fee was charged when it shows as inactive. You can cancel an automatic payment at any time in your PayPal account. This link will explain how you can do that. If you have a confirmation email that confirms that the payment was cancelled before it was paid, you can open a Billing Dispute.  You can also contact the seller and ask for a refund.  I  hope this information was helpful.    Dian  ... View more

Hey @Nats82,    Thank you for posting and welcome :).  I understand that you want to change the date of the Direct Debit for PayPal credit. I am afraid that you are not able to change this, sorry. If you have any difficulties with paying it back and want to avoid paying the late fees, I would advise contacting us so we can see if we can offer alternative options.    Dian  ... View more

Hey @tyler2022,    Thank you for posting and welcome.  I understand that you have questions about adding PayPal on a website. For any questions about integrations, please contact us here.  On our developer site we know all about integration, any errors and offer solutions :).   I hope this information helps.  Dian ... View more

Hey @ medo_elgendy,    Welcome and than you for posting your question.  I understand that you made a payment, this is pending but you are not able to see this in your account.  If you used your PayPal account, you should be able to see the payments and the status. If the payment is not showing in your account but is taken from your bank or card, it could mean that you used a guest payment. I would advise checking if the email address on which you received the payment status, is the same as the email address on which you have a PayPal account. When you have this information you can contact us and we can look  up the payment. It will also help if you have the transaction ID. This will also show on the email you received in relation to the payment. When we have looked up the payment we can provide more information on the status.   You can contact us through the 'Help & contact' link at the bottom of each page or through Twitter and Facebook. ​​​​​​​   I hope this information helps.    Dian ... View more

Hey @ problemsolved   Thanks you for posting. I am really sorry to hear about the bad experience that you had. I understand that your claim was closed because an incorrect dispute was filed. If you are not able to reopen the dispute yourself, you can contact us to reopen it for you.  This way we can still help you to resolve this. When a chargeback is filed we can no longer help, but if anything like this happens again please contact us so we can refile the dispute for you. You can contact us through the 'Help & contact' link at the bottom of our website or through Twitter and Facebook.    Dian ... View more

Hey @ wbediver,    Welcome to our community and thanks for asking your question. I understand that you have questions about the PayPal me link. When you provide the link to other people they will be guided to the PayPal website where they can enter their own PayPal email address. They will not see your email address in the PayPal me link. However you will see your own email, as in most cases your browser or computer will remember the last email address that was entered. If you would use a different browser that you haven't used or a browser in which no information is saved, you will see that the link will guide you to an PayPal website where no email address is saved :).    I hope this information helps.    Dian        ... View more

Hey @ EyalRub,     Thanks for posting in our Community and welcome.  I understand that you have question about providing a shipping address and other information before making a payment. There can be different ways of integrating PayPal in a webshop. Depending on that, it can change when and if you are asked for information such as your address. When you pay using PayPal we will have all your details. When you agree with the payments through PayPal we will also show you the  delivery address. This is also the information that we will provide to the seller. The seller can also see your email address that is linked to y our PayPal account, as they receive the payment from the email address. We will only show this information if a payment for goods/service is made. Personal payments should not be used to buy or sell items as we do not offer protection on these.   I hope this information helps.    Dian  ... View more