All about Limitations

Click the links below for detailed information on limitations.

Why is my account limited?
How do I remove a limitation from my account?
what kind of documentation can I provide to remove my account limitation?
How long will it take to restore my account access?
What do I do if I am unable to complete the steps to resolve an account limitation?
I've completed the steps to remove my limitation. Why is my account still limited?

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Why is my PayPal account limited?

If your account is limited, you will have received 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
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.

If we suspect someone could be using your account without your knowledge, we’ll limit it for your protection and look in to 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.

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 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 when 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.

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How do I remove a limitation from my account?
The steps to remove a limitation from your account can be found in the Resolution Center under Steps to Remove Limitation.
If the requested steps are completed and your account remains limited, it means one of two things:
  • We've sent you an email asking for more information, or
  • We're reviewing your case, and we'll email you with our decision.
For most limitations our customer service specialists can't remove your limitation over the phone. Please wait for us to contact you. You can upload any additional information we may have requested in the Resolution Center.

Here's how to remove a limitation from your account:
  1. Go to the Resolution Center.
  2. Click Go to Account Limitations.
  3. Click Resolve beside each step.
If you complete the required steps and we ask you for more information by email, please respond as soon as possible so we can get things resolved. If we've asked for additional information, but you are unsure what to provide, please review the kind of documentation we accept.

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 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.

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What kind of documentation can I provide to remove my account limitation?
If your account is limited, we may ask you to provide documentation to help us verify you or your business. This may include documents to provide your identity, address, a recent name change, or business documents. You can find a list of requested documents in the Resolution Center.
Before sending us anything, please be sure that your document:
  • is legible.
  • shows all four corners of the page.
  • does not have information blocked or blacked out.
  • matches the information on your PayPal account.

Proof of identity
The following is a list of acceptable documents you may provide:
  • Government issued ID, such as a driver's license or passport
  • Employment authorization card
  • Permanent resident card

Proof of address
These documents must be dated within the last 3 months to be considered acceptable:
  • Current utility bill dated within the last 3 months
  • Bank, credit card, or financial statement
  • Cell phone bill

Legal name change
  • Marriage certificate
  • Certificate of divorce
  • Name change certificate
  • Certificate of commitment

Business Documents
  • Articles of incorporation
  • Current business license
  • Any business documents/forms approved by and filed with the business's governing state

Once you've provided the required documents, we'll review them and send an email confirmation letting you know if we were able to verify your identity. The time it takes to restore account access varies, depending on the type of issue.

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How long will it take to restore my account access?
The time it takes depends on your specific case. For an accurate estimate, please review any emails we sent you about your case.

To view the status of your case, go to our Resolution Center.

You can help speed up the review process by completing the steps listed there. Once you do this, we’ll review your case and send you an email with the outcome.

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What do I do if I am unable to complete the steps to resolve an account limitation?
If you’re unable to complete any step listed to resolve and lift your limitation, please contact Customer Service. For example, you no longer have the credit card or bank account needed to confirm, you don’t have a government issued photo ID or your limitation is blocking your ability to complete a step (i.e., add a bank account).




I've completed the steps to remove my limitation. Why is my account still limited?
If you've completed the steps to remove your limitation in the Resolution Center and your account is still limited, it means that one of our specialists still needs to review your information. If we need more information, we'll email you. Once our review is complete, we'll notify you. Please note that our customer service specialist can't lift your limitation over the phone.

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