Help Centre - Personal Account
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How do I report an unauthorised transaction or account activity?

If you notice a payment that you didn't authorise, let us know right away through our Resolution Centre.

To report unauthorised activity on the web:

  1. Go to the Resolution Centre.
  2. Click Report a problem.
  3. Choose the payment you want to report and click Continue.
  4. Choose "I want to report unauthorised activity."
  5. Follow the steps to report the payment.

To report unauthorised activity on the app:

  1. Tapimage Wallet.
  2. Tap Activity.
  3. Tap on the payment you want to report.
  4. Tap Report a Problem.
  5. Select the reason for the report and follow the steps.

What's Next?

Once you've filed an unauthorised transaction, we'll investigate it. You'll receive an email within 10 days.

Some charges may appear unfamiliar but are legitimate and authorised. Before filing a case, make sure the suspicious activity wasn't from a family member using your PayPal account or from an automatic payment, such as a subscription.

To cancel an automatic payment on the web:

  1. Go to Settings.
  2. Click Payments.
  3. Select Automatic payments.
  4. Select the merchant's name or email address and click Cancel.

To cancel an automatic payment on the app:

  1. Tap Wallet.
  2. Tap Automatic payments.
  3. Tap the merchant.
  4. Tap Remove PayPal as your payment method.
  5. Tap Remove to confirm the cancellation.

To request a refund for a completed payment, you’ll need to contact the seller.

More ways we can help

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