Keeping your business safer.

To ensure PayPal remains a safer place to transact, we periodically review all accounts. From time to time, limitations may be placed on accounts to help protect all our customers and ensure we comply with our regulatory obligations.

Confirming your users' identities.

If we need more details about your business, we may also need to confirm the identity of your primary authorised user and any additional users with funds management privileges on your account. In most cases, we’ll try to do this electronically first. If we’re unsuccessful, we’ll request two documents from you for each person.

See the documents we’ll need

Other documents we may need.

The type of documents we require depends on your limitation type and how your business is structured.

Download our business documents checklist

We may also need a Letter of Authorisation that gives your primary authorised user the right to act on behalf of your business.

Download the Letter of Authorisation

Questions and answers

How do I make the process easier?

You should always keep your personal and contact details updated on your PayPal account. It’ll help speed up the process so your limitation won’t apply for as long.

How do I know the request for my identification documents is really from PayPal?

If you receive an email requesting documents, log in to your PayPal account. You’ll see an alert requesting you to provide the documents. Never send proof of identity documents to anyone by email.

Why does PayPal need to confirm my identity?

We need to confirm your identity to ensure you’re the rightful account owner. We do this to keep our community of buyers and sellers safer, and to comply with Australian Anti-Money Laundering and Counter-Terrorism Financing laws.

Are my documents kept secure?

Yes. Keeping your information safe and secure is always our top priority. We collect and share your information only in accordance with our Privacy Policy.

I’ve already confirmed my business? Why is PayPal asking for more information?

Some organisations may be required to provide further documentation to ensure compliance with various government regulations. Additional documents may be requested from businesses including, but not limited to:
  • Political organisations
  • Charities
  • Associations and non-profit organisations
  • Financial services organisations
And those that:
  • Receive donations
  • Have a complex organisational or ownership structure
  • Are related to a higher risk or highly regulated industry. For examples, see our Acceptable Use Policy
  • Conduct activities that are either prohibited or require pre-approval under our Acceptable Use Policy

I’ve submitted my documents. Why has the limitation not been removed?

The types of documents we require vary depending on the nature of your account activity or business operation and the structure of your business. During the course of our review, we may email you asking for additional information or documents.

To help us complete your account review as quickly as possible, please log in and check the Resolution Centre regularly.

Who should I contact for help?

If you have questions about your limitation or need help, call us on 1800 073 263 or +61 2 8223 9500, 6am-10pm AEST Monday to Friday or 8am-7pm weekends. You can also email us through our Help Centre.