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Help Centre > Disputes and Claims/Fraud and security > Why is my PayPal account limited?

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Why is my PayPal account limited?

If your account is limited, we will send you an email with the reason for that limitation. For your convenience, we always list the steps to remove the limitation in the Resolution Center under Steps to Remove Limitation.

If you received an email stating that your account is limited but don't see any steps in the Resolution Center, you may have received a fake email. Forward it to spoof@paypal.com and we’ll investigate it for you. After you send us the email, delete it from your inbox. If you clicked on any links or downloaded any attachments within the suspicious email or website, log in to your account and view your transactions. It’s also a good idea to change your password.


Reasons for Account Limitations

There are a number of reasons why your account could be limited. For instance, if we suspect someone could be using your account without your knowledge, we’ll limit it for your protection and look into the fraudulent activity. Usually, we ask you to complete one or more tasks to remove your account limitation.

We’ll also limit your account if your debit or credit card issuer alerts us that someone has used your card without your permission. Similarly, if your bank lets us know that there have been unauthorized transfers between your PayPal account and your bank account, your PayPal account will be limited.

In other cases, your account could be limited in order to comply with regulatory requirements. For example, requesting certain products, like a debit card, can trigger federal and state laws, and we may limit your account while we work together to satisfy those requirements.

Likewise, if you’re not in compliance with our Acceptable Use Policy, you’ll find that your account has been limited. Selling banned items such as prescription drugs or guns is an example of a violation of the Acceptable Use Policy.

Another reason why your account could be limited is seller performance indicating your account is high risk. For example, receiving an unusually high number of claims and chargebacks from your buyers is an indication of poor seller performance. If you start selling an entirely new type of product, such as a higher-cost item like jewelry, or if your typical sales volume increases rapidly, your account may be limited while we do a review.

 

How to improve your seller performance

Receiving an elevated number of claims and chargebacks from your buyers is an indication of poor seller performance, which can lead to account limitations. Following some simple guidelines can help you improve your performance and reduce the likelihood of limitations. Overall, communication and information are key.

You should:

  • Provide photos and detailed product descriptions.
  • Be upfront about policies such as shipping and returns.
  • Ship orders promptly and track shipments.
  • Respond quickly to any messages from buyers.
  • Work to amicably resolve any problems.
  • Ship to the address provided in the transaction details page.
  • Use quality shipping materials to prevent damage.

Following these guidelines will help reduce the number of chargebacks, disputes, and unhappy customers, which will in turn reduce the chances of account limitations.

 

How a limitation impacts your account

If your account is limited, you’ll most likely be unable to send or withdraw money, and you might find that you can’t accept payments or add money to the account. In most cases, we’ll email you or you’ll see an alert on your Account Overview before a limitation goes into effect. If you log in to PayPal and address this warning when prompted, you may be able to prevent the limitation.

If you still have questions about your account access, log in to your PayPal account, click Contact at the bottom of any page, and then click Call us.

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