A. Why couldn't I complete my payment?

Often when you receive an error message saying your payment could not be completed, it is because your card issuer has denied the payment.

The only information that we receive is that your card provider has declined the use of this card with PayPal.

Here are some common reasons why a card issuer would decline a payment:

- There could be a limit on your credit card that has been exceeded.
- It's possible that the card issuer could be temporarily unavailable to answer the authorisation request we sent.
- Your credit card company could be blocking this transaction for security reasons as it doesn't fit your regular spending patterns.

I'd encourage you to contact your credit card issuer and speak to someone who deals with online transactions to find out why this payment was denied. The general customer service at your bank may not be able to provide specific information on why a transaction was denied. You will need to contact the department in charge of online payments to obtain this information.

You may be able to complete this payment after you have spoken to your card issuer and resolved the issue. Alternatively you can add another credit card to your PayPal account.

B. Where is the refund I received?

Money is refunded according to the funding source you used to complete your original payment. If you completed this payment with your card this would been refunded to your card. Any additional parts of your payment made using your PayPal balance would have been refunded back to your PayPal account.

PayPal makes every effort to ensure that refunds to cards are processed in a timely manner. Most refunds will appear on your card account within 2-5 business days. Depending on how often your card issuer issues you a statement, it may take up to 30 days for you to see the refund reflected on your card balance. I recommend that you contact your card issuer after this timeframe to confirm that you have received your refund.

C. What is an unclaimed payment?

If the status of your payment is 'Unclaimed', the recipient has either not accepted or not received this payment.

There are several possible reasons why this payment is Unclaimed:

• Recipient has not yet opened a PayPal Account
• Recipient has not confirmed their email address
• Recipient has not registered the same email address to their PayPal
• account that you have sent the payment to
• The recipient has not chosen to accept or refuse the payment
• The recipient's email address was entered incorrectly when payment was sent

We recommend communicating with the other party involved, as this is often the quickest way to resolve this situation.

If the payment you sent is unclaimed because it has been sent to an email address that is not yet registered to a PayPal account, you may be able to cancel it by following the steps below:

1. Go to www.paypal.com and log in to your account
2. Click 'History' page near the top of the page
3. Find the payment to be cancelled
4. Click 'Cancel' in the 'Order status/Action' column of the unclaimed transaction
5. Click 'Cancel Payment'

Note: You may only cancel an 'Unclaimed' payment that has a 'Cancel' button in the action column. If there is no cancel button and you can't arrange a satisfactory outcome with the recipient, you must wait 30 days for the transaction to be cancelled automatically.

If you are the recipient of the money, you can accept or refuse an unclaimed payment by following these steps:

1. Go to www.paypal.com and log in to your account.
2. Click 'History' near the top of the page.
3. Selet 'Accept' or 'Refuse' under 'Order status/Actions'.

D. Why is my order still pending?

When you place an order, money isn't taken from your account immediately. Most merchants will complete your payment a few days after receiving your order. Often, merchants wait until they are ready to send your order to complete your payment.

If you purchase an intangible item, a merchant might wait until after you've used the service to complete the payment. An intangible item could be a service, a rental, or a hotel room.

The transaction status is 'Pending' until the merchant completes your order. Usually, the merchant has 29 days to complete your order. You can see the exact expiry date in the Transaction's details. If the merchant doesn't complete your order before it expires, then your order is cancelled and the transaction status changes to 'Void.'

If you decide to cancel this order the merchant will need to remove this for you from their PayPal account. As PayPal is a user initiated system we will not be able to do it for you but if your merchant is having difficulty we would be more than happy to help.

E. Why haven't I received a payment?

For your security, always check every payment notification by logging in to your PayPal account and finding the matching transaction. If the transaction is not there, it may be for a number of reasons:

• The sender may have sent the payment to an email address that you use, but you have not yet registered with PayPal.
• You may not have confirmed your email address. Until this step has been completed, all payments sent to you will show as 'Unclaimed' in the sender's PayPal account
• The sender may have entered an incorrect email address. If the email address they have entered is not an exact match for yours, the funds will not be posted to your account. If the funds have not appeared in your account, do not send the item
• The sender may be faking a payment notification to you in an attempt to defraud you for your goods or services. In each case, never send a product until you have confirmed payment has been received by logging into your PayPal account and checking the transaction. If you think the payment notification is suspicious, do not post the item. If you have already sent the item, please contact your postal company to stop the delivery. If this is not possible, you have the option to file a police report regarding possible fraud. Finally, please forward the email to us at spoof@paypal.com

F. Why is my Top Up not showing in my account?

If you topped up more than 3 working days ago and the money is not showing in your PayPal balance, we possibly didn't receive all the required information from your bank.

Email us with the following details so that we can investigate the matter further:

• Transfer ID / Customer Reference ID:
• Date of Transfer:
• Amount and Currency of Transfer:
• Last 4 digits of Bank Account Number:
• Name of Banking Institution:
• Name of the Bank Account Holder:
• Method of Top Up (for example: online, through an ATM or bank) :

Please make sure that the Top Up was initiated more than 3 working days ago before you forward this information because only then we can look into this further.

We will use this information to find your Top Up funds and if possible, add them to your PayPal balance. If incorrect or incomplete information was provided to your bank at the time of topping up, the transfer may fail. If this happens, your funds will be returned to your bank account within 10 working days. We will contact you by email as soon as we have found your Top Up.
PayPal will not charge any fees for failed Top Ups, however bank fees may apply. In this case, contact your bank.

Copyright © 1999-2014 PayPal. All rights reserved.
This email is sent to you by the contracting entity to your User Agreement, either PayPal Inc, PayPal Pte. Ltd or PayPal (Europe) S.à r.l. & Cie, S.C.A. Société en Commandite par Actions, Registered Office: 5th Floor 22-24 Boulevard Royal L-2449, Luxembourg RCS Luxembourg B 118 349.