Topic 1 of 17 Do I need a internet connection to use PayPal Here?

Yes. To process transactions, you must be connected to the internet via Wi-Fi or mobile data.

Topic 2 of 17 Will my customers need a PayPal account to pay me?

No. Your customers can pay with their debit or credit card, cash, cheque or smartphone payment solutions like Apple Pay and Android Pay.

Topic 3 of 17 Which cards can I accept?

You can accept Chip & PIN, contactless and magstripe debit andcredit cards from:

Visa
Mastercard
Maestro
American Express

Topic 4 of 17 Is there an activation or deactivation fee?

No. There is no cancellation process. If you no longer wish to use the product, you can simply delete the app, and the device, if purchased, its yours to keep.

Topic 5 of 17 Can I use my card reader abroad?

You can only sign up for PayPal Here if your business is based in the UK. You can use the card reader abroad, but you will only be able to charge pounds sterling and we may limit usage of the functionality of the PayPal Here app and card reader in certain countries.

Topic 6 of 17 Can I accept debit and credit cards from overseas visitors?

Yes, as long as they have a supported card: Visa®, Mastercard®, Maestro or American Express.

Topic 7 of 17 Which cardholder verification methods are accepted?

PayPal Here supports Chip & PIN, contactless, chip & signature, and swipe & signature.

Topic 8 of 17 Why isn’t my card reader working?

If you’re having trouble connecting or pairing your card reader, here are a few things you can try:

Wake up your card reader

Your card reader could be idle. Wake it up by pressing any number on the card reader keypad or the power button.

Charge the card reader

If the card reader won’t turn on, connect the USB cable and recharge the battery.

Restart the card reader

Turn off the card reader by holding down the power button then turn it on again.

Restart the PayPal Here app

Close and restart the app and then try to reconnect it to the card reader.

Unpair the card reader

Force the app to close according to your device and operating system. Restart the app and then try to reconnect it to the card reader.

Still having problems?

For more troubleshooting tips check out the PayPal Here Community Forum

If you’re still having problems, we recommend you contact Customer Care on 020 8080 6500 or 0800 358 9448 for assistance. Our team will walk you through the steps necessary to reset your card reader.

* Calls to the 020 number from a BT landline may be charged at the full national call rate. Calls to the 0800 number are free from a BT landline. Calls from other networks may vary and from mobiles will cost considerably more.

Topic 9 of 17 Can I print customer receipts using PayPal Here?

PayPal Here is compatible with selected printers to enable you to print receipts. View list of compatible printers.

Topic 10 of 17 How will I know when the card reader’s battery is low?

There are 2 ways to check the card reader’s battery level:

  • The battery icon shown on the card reader’s screen
  • Make sure the card reader is connected to your mobile device via Bluetooth. From the PayPal Here app, tap the credit card icon at the top right of your screen, to view the percentage of battery

When the card reader’s battery level is at 30% or less, you will be prompted in the app to recharge it.

Topic 11 of 17 What do I do if my customer’s card is declined?

If your customer’s card is declined:

  • Check to see if it’s an accepted card type (Visa®, Mastercard®, Maestro® and American Express)
  • If not, ask your customer to try another card
  • Advise your customer to contact their card issuer

Topic 12 of 17 What is your returns policy for the card reader?

If you wish to return the PayPal Here Card Reader for any reason, and you purchased it from us either online, through the PayPal Here app or directly from PayPal in person, you may return it within 30 days of receipt of delivery. Make sure it’s undamaged, in good working order and in the original packaging.

Contact Customer Service on freephone 0800 358 9448* or 020 8080 6500* for instructions on how to return the item. If you purchased a PayPal Here Card Reader from anyone other than us, please see the returns policy of that retailer.

Terms and conditions

* Calls to the 020 number from a BT landline may be charged at the full national call rate. Calls to the 0800 number are free from a BT landline. Calls from other networks may vary and from mobiles will cost considerably more.

Topic 13 of 17 How long is the card reader’s warranty period?

One year.

Topic 14 of 17 What happens if my card reader is lost or broken?

We provide the PayPal Here card reader with a 12-month warranty period. If your card reader is faulty, we’ll replace it for you free of charge.

We do not replace lost card readers, but we will be able to disable the card reader remotely. You can then order a replacement online.

If your card reader is lost or broken, please call us on 0800 358 9448* or 020 8080 6500. *

* Calls to the 020 number from a BT landline may be charged at the full national call rate. Calls to the 0800 number are free from a BT landline. Calls from other networks may vary and from mobiles will cost considerably more.

Topic 15 of 17 My PayPal Here application was declined but I have bought a card reader, can I get a refund?

If you purchased a PayPal Here Card Reader from PayPal and your application was declined, contact the Customer Care team via 0800 358 9448* or 020 8080 6500* for instructions on how to return the item.

If you return the card reader within 30 days of receipt of delivery, we will issue you with a full refund once you have returned the card reader. Make sure it’s undamaged, in good working order and in the original packaging.

* Calls to the 020 number from a BT landline may be charged at the full national call rate. Calls to the 0800 number are free from a BT landline. Calls from other networks may vary and from mobiles will cost considerably more.

Topic 16 of 17 What levels of security do PayPal Here offer?

PayPal Here is certified by Visa® and Mastercard® and complies with the highest security standards: PCI PTS S-RED 3.0, UKCC, EMV Level 1 and 2. End-to-end encryption and Chip & PIN technology is backed by our world-class risk and fraud management systems, so you and your customers can get on with doing business, knowing that all financial information is handled securely.

PayPal also delivers one of the most secure payment platforms in the world. Our dedicated team of security specialists monitor your transactions 24 hours a day, 7 days a week, identifying possible suspicious activity and helping protect you from fraudulent transactions.

If a transaction doesn’t go as planned, or you’re worried about anything at all, like fraud or phishing, it’s easy for you to report issues and get help. Contact Customer Care on 020 8080 6500 or 0800 358 9448*.

Terms and conditions

* Calls to the 020 number from a BT landline may be charged at the full national call rate. Calls to the 0800 number are free from a BT landline. Calls from other networks may vary and from mobiles will cost considerably more.

Topic 17 of 17 Can PayPal help me with chargebacks?

A chargeback happens when a buyer asks their credit card issuer to reverse a transaction that has already cleared. This can mean that a payment you’ve received in your PayPal account could be reversed, even if you’ve already posted the goods.

PayPal will help you as much as possible if you wish to dispute a chargeback, although the final decision lies with the credit card company.

Contact Us

Need help? Get in touch
If you have any questions, contact our UK customer support team on 020 8080 6500* or 0800 358 9448* or visit the PayPal Here community support page.
*Calls to the 020 number from a BT landline may be charged at the full national call rate. Calls to the 0800 number are free from a BT landline. Calls from other networks may vary and from mobiles will cost considerably more.