Paypal: what to do if the acount has been limited?
Thread poster: Mohammad Khan

Mohammad Khan
Afghanistan
Local time: 01:14
English to Dari
+ ...
Aug 13, 2013

Hi,

My Paypal account has been limited. Paypal asks for some document to restore my account and I can't provide them.

My question is that is there any way to contact someone directly at Paypal. I tried the customer services lines but they never pick. Also whenever I email them the only thing I get is a automatic reply.

Thanks,
Mohammad


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Stanislaw Czech, MCIL  Identity Verified
United Kingdom
Local time: 20:44
Member (2006)
English to Polish
+ ...
You may send them an email Aug 13, 2013

They provide this option in the Help>Contact us section. Still the requirements regarding identification are imposed on them by law and most likely they won't be able to waive them for you.

Regarding the automatic reply, it is something you get right away, but they get back to you later on, usually within a day or two.

Best Regards
Stanislaw

[Edited at 2013-08-13 08:28 GMT]


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Tom in London
United Kingdom
Local time: 20:44
Member (2008)
Italian to English
Common problem Aug 13, 2013

Mohammad Khan wrote:

Hi,

My Paypal account has been limited. Paypal asks for some document to restore my account and I can't provide them.

My question is that is there any way to contact someone directly at Paypal. I tried the customer services lines but they never pick. Also whenever I email them the only thing I get is a automatic reply.

Thanks,
Mohammad


Hi Mohammad - this seems to be a common problem with PayPal and is one of the reasons why I stopped using it.

You may find this discussion useful:

https://forums.digitalpoint.com/threads/paypal-account-locked-help.266586/


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Mohammad Khan
Afghanistan
Local time: 01:14
English to Dari
+ ...
TOPIC STARTER
Paypal Aug 13, 2013

Stanislaw Czech, MCIL wrote:

They provide this option in the Help>Contact us section. Still the requirements regarding identification are imposed on them by law and most likely they won't be able to waive them for you.

Regarding the automatic reply, it is something you get right away, but they get back to you later on, usually within a day or two.

Best Regards
Stanislaw

[Edited at 2013-08-13 08:28 GMT]


I do get automatic reply after a day. You get replies generated by some computer softwares. They reply based on the terms used in your email. I emailed them many times and at one point I asked if am replied by a human but in reply to that particular email they didn't mention anything about a human replying to my emails. Also they never pick the phone.


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Christophe Delaunay  Identity Verified
Italy
Local time: 21:44
Member (2011)
Spanish to French
+ ...
Beware of a scam Aug 13, 2013

Make sure the mail you received is from Paypal!! I get one of those mails once a month and I sure don't have any limit with Paypal. Have a close look at the sender's address...

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Stanislaw Czech, MCIL  Identity Verified
United Kingdom
Local time: 20:44
Member (2006)
English to Polish
+ ...
Maybe the level of service is diferent in various countries Aug 13, 2013

I had a look at the topic mentioned by Tom and several others and I get an impression that the level of service they offer to users varies from one country to another so very likely my advice may not be very helpful

Just to clarify sth. - has your account already been verified?

Best Regards
Stanislaw


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aruna yallapragada  Identity Verified
Local time: 02:14
Member (2008)
German to English
+ ...
account verification Aug 13, 2013

I had this problem too till the account was verified. The limit was then lifted.

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Annelise Brincker  Identity Verified
Denmark
Local time: 21:44
English to Danish
+ ...
Me too Aug 13, 2013

Hi

I had this problem too, even though I had verified the account. It was because I had done a larger job than usual for a client in the US.

And, yes, I did check the sender. It was ok. Plus there was actually a message on my PayPal-account.

I just needed to confirm two small items and everything worked fine again.

Regards


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kchansen
Local time: 21:44
English to Danish
Scam? Aug 13, 2013

Christophe Delaunay wrote:

Make sure the mail you received is from Paypal!! I get one of those mails once a month and I sure don't have any limit with Paypal. Have a close look at the sender's address...


My first thought as well. You should check the following:

Did the mail come from a "paypal.com" address?

Do they greet you by the name you have provided to Paypal, or does the message start with a generic greeting like "Dear Paypal customer" or similar? A generic greeting is a sign of a scam, since scammers won't know your real name.

Do links in the message point to "paypal.com"? Check by pointing your mouse over the links - a link that displays as "www.paypal.com" in the message may actually lead to a phishing website.

Also, if there are many linguistic errors in the message - for example it is in your language but looks like it was Google Translated from English, that is a sign of a scam.


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Mohammad Khan
Afghanistan
Local time: 01:14
English to Dari
+ ...
TOPIC STARTER
Not Scam Aug 13, 2013

No it is not scam. My account is practically closed. I do all the interaction through Paypal's website. There is open case in my Paypal account. It is not scam.

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Marie-Helene Dubois  Identity Verified
Spain
Local time: 21:44
Member (2011)
Spanish to English
+ ...
I have spoken to humans at Paypal before Aug 13, 2013

I can't tell you though whether it was on skype or on the phone because I use my computer for the phone anyway.
I seem to remember that you have to log in and then generate a pin code which you have to provide when you're calling. I can't help you much more than that, only to say that yes, it is tricky to find how you can call them but it shouldn't be impossible.

I might also add that I was also imposed a limit to my account and had to send some details through for this limit to be lifted.

This happens when your transactions go above a certain value.

Once the limit has been lifted, it isn't imposed again.


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José Henrique Lamensdorf  Identity Verified
Brazil
Local time: 18:44
English to Portuguese
+ ...
It probably varies from one country to another Aug 13, 2013

Marie-Helene Dubois wrote:

I seem to remember that you have to log in and then generate a pin code which you have to provide when you're calling. I can't help you much more than that, only to say that yes, it is tricky to find how you can call them but it shouldn't be impossible.


That is correct. The PIN number will identify your account immediately to the CSR who answers your call. It is valid for 60 minutes after it is issued. If it takes you longer to call, you'll have to request another one.

Just one piece of potentially useful information... Please bear in mind that PayPal DOES have its own offices in Brazil.

After I got my PIN number and the toll-free Customer Service phone to call, I assumed it was in the USA, so I used Skype to call it. I repeatedly got to some AT&T voicemail service.

Suddenly an idea struck me... I tried to call that toll-free number from my regular landline in Brazil, without any long-distance prefix, and a PayPal CSR answered almost immediately!

As a matter of fact, the PayPal Brazilian office, as I found out later, is only about 3 miles away from where I am.

So do check if the phone number they provide you has any long-distance prefix. If it doesn't, maybe they have some local service or VOIP connection that will do the job.

Marie-Helene Dubois wrote:
I might also add that I was also imposed a limit to my account and had to send some details through for this limit to be lifted.

This happens when your transactions go above a certain value.

Once the limit has been lifted, it isn't imposed again.


This is true for several online money transfer services. Under a certain limit, they simply don't care about money laundering, it's just not worth the trouble. Once that threshold has been crossed, they'll freeze your account until they find out who you are, and what you are up to. As soon as they have enough information to show any authority that they've done some due diligence regarding money laundering, they won't freeze your account again.


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Angie Garbarino  Identity Verified
Local time: 21:44
Member (2003)
French to Italian
+ ...
Yes it varies depending on the country Aug 13, 2013

I have been working with paypal since 2002, my account has been limited many times (because of amounts) but by sending my passport the problem was solved in less than 2 hours.

They just want further proofs of identity from time to time.
Also I spoke with humans at the phone (picked up immediately) 2 or 3 times.

Like José the service is inside the country.

Perhaps in Afganistan the service is outside the country?


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