PayPal inStore FAQs

What is PayPal inStore?

The PayPal inStore app lets you pay for goods and services quickly and securely on the high street. Separate to the PayPal mobile app, PayPal inStore app lets you:

  • Shop on the high street wherever PayPal inStore is accepted
  • Make purchases using your PayPal account
  • Automatically redeem retail offers you've opted into

How do I make a payment using the PayPal inStore app?

You can pay at the till using your PayPal account. Any accepted retail offers will be deducted and the payment will be taken from either your PayPal balance or your preferred payment method. Here's how it works:

  1. From the Home screen, tap 'Pay inStore'.
  2. The app will display a unique barcode and number. The shop assistant will scan the barcode or enter the number into the till.
  3. The payment is then taken from your PayPal balance or your preferred payment method. This appears as a regular transaction in your PayPal account and you'll receive a confirmation email from PayPal as normal.

To view your transaction details, tap 'Transactions' from the 'Home' screen. You need to be connected to your mobile network or WiFi in order to view transaction details

Where can I pay with the PayPal inStore app?

You can use the PayPal inStore app in SOLE, SOLETRADER, M&Co, Oasis, Warehouse, Coast, Karen Millen and Thomas Pink stand-alone stores in the UK. Unfortunately the app is not currently accepted in concessions stores, e.g. House of Fraser or Debenhams.

Who can use the PayPal inStore app?

Any customer with a UK PayPal account and a valid card attached (debit or credit) to their account can use the inStore app. If you don’t have a PayPal account yet, then sign up for free at www.paypal.com/uk

Can I pay if there is no mobile network or WiFi coverage?

Yes. You don't need to be connected to a mobile network when making a payment using the PayPal inStore app. The app automatically stores several payment transaction codes for use when offline. This means you can shop with or without having mobile network coverage.

How do I request a refund using the PayPal inStore app?

You can request a refund code for something you've bought using PayPal, either online or on the high street. Here's what you need to do:

  1. From the Home screen, tap 'Refunds'.
  2. To add a new refund, tap the plus button to be taken to the 'Transaction history' screen.
  3. Select a transaction and tap 'Request Refund'.
  4. The app will display a refund transaction code and save this in the 'Refunds' screen.
  5. To refund your item, the shop assistant will scan the barcode or enter the number into the till.
  6. The value of the refund will then be processed by PayPal and returned to your PayPal account or original payment method.

You can only request a refund code from retailers that accept PayPal inStore. Refund codes can only be requested for payments made using PayPal.

Can I request a refund code if there is no mobile network or WiFi coverage?

To search for a transaction you would to have like refunded, you need to be connected to a mobile phone or WiFi network. It's a good idea to request a refund code using the app in advance, and save it for later, so you can use it in-store.

Once you've created a refund code, you don't need to be connected to a mobile phone or WiFi network to retrieve the saved code and for a refund to be processed in-store.

How do I view my recent transactions?

  1. From the Home screen tap Transactions
  2. Transactions are listed by retailer. Select a retailer to view the transactions you've made with this retailer

From an individual transaction you can also request a refund code. For more information, see 'How do I request a refund using the PayPal inStore app?'

How do I find offers for PayPal retailers?

The PayPal inStore app displays offers that may be of interest to you. Once you have accepted an offer, it will be automatically applied to qualifying transactions.

  1. From the 'Home' screen tap 'inStore Offers'.
  2. Offers are displayed on the 'Latest offers' tab.
  3. Tap on an offer to view details on the 'Offers T&Cs' screen.
  4. Tap 'Accept' from the 'Offers T&Cs' screen to accept this offer or tap 'Not now' to cancel.

Accepted offers are listed in the 'Accepted offers' tab.

How are offers applied to payments I make?

You need to have accepted an offer first before you can use it. Then, when you make a qualifying payment using PayPal inStore with a participating retailer, the offer will be automatically applied.

You will see the offer reflected in the receipt the retailer hands you and in the transaction value on the PayPal inStore Transactions screen.

How secure are my transactions when I use the PayPal inStore app?

For your security, you must enter your PIN every time you open the PayPal inStore app. If you don't enter your PIN you will not be able to make a payment or request a refund using the app. As with all PayPal transactions, your financial information is never revealed when you make a payment or when you request or receive a refund using the app.

Will the app automatically log me out?

By default you are automatically logged out after 20 minutes.

What happens if I enter my PIN incorrectly?

If you enter your PIN incorrectly on three consecutive occasions, your PayPal inStore account will automatically be terminated. You will need to re-register your details with the app in order to continue using the PayPal inStore app.

What should I do if I notice unauthorised activity on my account

If you notice any unauthorised or suspicious activity on your PayPal account, you should report it immediately. Please contact PayPal Customer Services or log into your PayPal account at www.paypal.com/uk and visit the Resolution Centre to report the activity

I've lost my mobile – what do I do?

Your PayPal inStore account is protected by your inStore PIN. If you lose your mobile phone, please call PayPal Customer Services straight away. Or log into your PayPal account at www.paypal.com/uk and click 'Contact Us' at the bottom of any PayPal page.

What mobile devices are supported?

For iPhones, the supported software for the app is iOS v 4.2.1 or higher. You can check the software version on your phone by selecting 'Settings', 'General', then 'Software Update'.

The supported Android OS software is version 2.x or higher. You can check the software version on your phone by selecting 'Settings', then 'About Phone'.

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