What are account limitations?
To ensure PayPal remains a safe place to transact, we constantly review all accounts. From time to time, limitations are placed on accounts to help protect all our customers and ensure we comply with our regulatory obligations. When your account is limited, you won’t be able to withdraw or send money. In some cases, you won’t be able to receive money, update your information or close your account until the limitation has been resolved.
Questions about your limitation? Please call us on 1800 073 263 or +61 2 8223 9500, 6am-10pm AEST Monday to Friday or 8am-7pm weekends.
Why has my account been limited?
Your account may have been limited for a number of reasons, such as:
- Our need to confirm your business and identity in accordance with Australian Anti-Money Laundering and Counter-Terrorism Financing laws.
- We suspect someone could be using your account without your knowledge. Learn how to stay safer online.
- Your bank notifies us that someone has used your card without your permission, or that there have been unauthorised transfers between your PayPal account and your bank account. Learn how to identify and avoid hoaxes.
- We detect unusual or potentially fraudulent activities on your account.
- You’re engaging in high risk buying or selling activities, for instance selling high value items.
- There are an excessive number of disputes or reversals in relation to your account. Learn how to help avoid customer complaints.
- You’re buying or selling items or services prohibited by our Acceptable Use Policy.
What can’t I do while my account is limited?
The impact of your account limitation depends on the reasons for the limit being placed. In most cases, you won’t be able to make payments or withdraw money until the limitation has been resolved. If you don’t provide the information required within a certain timeframe, usually 45 days, you also won’t be able to receive payments.
Lifting your limitation
If your account is limited, we’ll email you to let you know. Generally, to remove the limitation we’ll need you to confirm your identity and/or provide documentation or information about your business or business activities.
If your account is limited, log in to your PayPal account and visit our Resolution Centre to find out what you need to provide. You can upload the documents we require to the Resolution Centre or print a coversheet from it and fax them to us. If you’re a sole trader, you can instead opt to have your documents reviewed in person at an Australia Post branch.
Once you’ve submitted your documentation or responded to our questions, please watch for and respond promptly to our communications as we may need further information. We’ll do our best to confirm your documents and remove the limitation within 2 business days but sometimes it can take a little longer.
What documents does PayPal need?
The type of documents we require depends on the limitation type.
If we need to confirm information about your business, the documents we need depend on how your business is structured. See what you’ll need to provide.
We may need a Letter of Authorisation to give your primary authorised user the right to act on behalf of your business.
If your business is in a higher risk or highly regulated industry, we may need further information.
How do you confirm my identity?
If we need to confirm your business, we may also need to confirm the identity of your primary authorised user and any additional users with money moving privileges on your account. In most cases, we’ll try to do this electronically first. If we’re unsuccessful, we’ll request documentation from you. See the documents we’ll need.
Tip: Keep your personal and contact details updated on your PayPal account. It’ll help speed up the process of confirming your identity or business.
Already confirmed your business information?
Some organisations may be required to provide further documentation in order for us to complete due diligence for our regulators. This further account review applies to a number of organisations including, but not limited to:
- Political organisations
- Associations and non-profit organisations
- Financial services organisations
Other PayPal accounts may also be subject to this review, such as accounts that:
- Receive donations.
- Involve complex organisational or ownership structures.
- Are related to higher risk industries.
- Involve activities that are either prohibited or require pre-approval under our Acceptable Use Policy.
The types of documents we require vary depending on the nature of the account activity or business operation and the structure of your business. During the course of the review, we may email you asking for additional information or documents.
To help us complete your account review as quickly as possible, please check the Resolution Centre regularly.