PayPal is an American company operating a worldwide online payments system.
How to reach a person at PayPal
PayPal Responsiveness rating
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What you need to know about PayPal
PayPal transactions are often synonymous with scams. How scammy? Well, we almost got scammed by them. Recent PayPal issues include problems with its warranty, wrong items delivered and refusing to refund unauthorized payments. In a recent case a customer's refund was lost during a PayPal to Chase transfer. The customer and our team worked hard, and PayPal promptly refunded the charge .
How to resolve a problem with PayPal
PayPal's customer service functions are highly automated and arbitrary. Getting through to a real person may be difficult -- or impossible. Read our guide to unauthorized charges on your PayPal account before getting started. The PayPal dispute system works most of the time, but when it doesn't, you'll need to follow the directions here for help.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting any company manager directly.
PayPal mailing address
2211 North First Street
San Jose, CA 95131
PayPal social media channels
PayPal executive customer service contacts
Primary Contact
Amy Hannesson
Vice President Global Customer Support
2211 North First Street
San Jose, CA 95131
amy.hannesson@paypal.com
Secondary Contact
Ellie Diaz
Senior Vice President, Global Customer Service
2211 North First Street
San Jose, CA 95131
Ellie.Diaz@paypal.com
Aaron Karczmer
EVP, Chief Enterprise Services Officer
2211 North First Street
San Jose, CA 95131
aaron.karczmer@paypal.com
Chief Executive
Alex Chriss
President and CEO
2211 North First Street
San Jose, CA 95131
alex.chriss@paypal.com
Frequently asked questions about PayPal
Phone: Dial (888) 221-1161 and press # 2. Then say, “Speak to a PayPal representative” to connect with a live agent.
Online: Visit the PayPal Contact Us page for answers to your online payment questions or to sign up for their services.
PayPal does not provide a customer service email address.
Monday to Friday: 5:00 a.m. to 8:00 p.m.
Weekends: 6:00 a.m. to 6:00 p.m.
To cancel a subscription or automatic payment associated with your PayPal account, follow these steps:
1. Personal Accounts:
- Sign in to your PayPal account on the PayPal website.
- Click the gear icon at the top-right corner of the page.
- Select Payments > Manage Automatic Payments.
- You’ll see a list of services with automatic payments. Choose the one you want to cancel.
- Click the Cancel button next to the service.
- Confirm by clicking Cancel Automatic Payments. This stops the upcoming and subsequent payments.
- Sign in to your PayPal account on the PayPal website.
- Click your name (instead of the gear icon) at the top-right corner.
- Go to Account Settings > Money, bank, and cards > Manage Automatic Payments.
- Similar to personal accounts, select the service you wish to cancel.
- Click the Cancel button next to the active service.
- Confirm by clicking Cancel Automatic Payments.
Remember that you cannot cancel subscriptions or automatic payments through the PayPal mobile app. If you encounter any issues, consider contacting PayPal’s customer support for assistance.
Additionally, if you ever decide to close your entire PayPal account, here’s how:
- On the web:
- Go to Settings.
- Click Close your account under “Account options.”
- Confirm by clicking Close Account.
- On the app:
- Tap the Profile Icon.
- Tap Close your account.
- Once closed, your PayPal account cannot be reopened.
To request a refund from PayPal, follow these steps:
Refunding a Payment:
- Go to your Activity section on the PayPal website.
- Select the payment you want to refund.
- Click Issue a refund.
- Enter the refund amount.
- Review the information and click Issue Refund.
- You can issue a full or partial refund within 180 days of the original payment date. Once you’ve sent a refund, it cannot be canceled.
- You can only issue a full refund for personal payments or payments made with a coupon or gift certificate. If you need to issue a partial refund, go to Send Money and create a new payment, referencing the original payment in the notes.
- Note that while you won’t pay any fees to refund a payment for goods or services, the original fees you paid as the seller won’t be returned.
Contacting the Seller:
If you’re waiting for a refund, use the contact information provided by the seller.
You can open a dispute in your Resolution Center if you don't receive a refund.
PayPal offers several ways to get in touch with their customer service team. If you’re looking for chat support, here are your options:
- Online Chat:
- Visit the PayPal Contact Us page.
- You can chat with the PayPal Assistant immediately or leave a message for an agent.
- Alternatively, you can use the chatbot by typing “Need more help” during the conversation.
- Phone Support:
If you prefer speaking to a representative, call (888) 221-1161 and press 2. Then say, “Speak to a PayPal representative” to connect with a live agent
To view or update your personal information on PayPal, such as your phone number, email address, street address, or language setting, follow these steps:
- Go to your Settings.
- Click on Website Payments on the left.
- Click Update across from “My automatic payments.”
- Find the profile you want to modify and click on Details.
- Click Change to make the necessary updates, and then click Save.
Additionally, if you need to update an automatic payment profile in PayPal Manager, follow these steps:
- Log in to manager.paypal.com.
- Click Service Settings.
- Select Recurring Billing.
- Choose Manage Profiles.
- Find the profile by clicking the profile ID.
- Click Modify Profile Details.
If you’re considering changing the type of your PayPal account, here’s how:
- If you’re a merchant and want to sell online under your business name, you can upgrade from a personal account to a business account.
- Go to Settings.
- Click Upgrade to a Business account and follow the on-screen instructions
Remember, you can upgrade your account to business or downgrade it to personal as needed.
You can reach PayPal customer service by phone at +1-877-569-1116.
If you’re dissatisfied with PayPal’s service and need to file a complaint, you have a couple of options:
1. Web Browser Method:
- Go to the Complaints section on the PayPal website.
- Click Submit a complaint about PayPal.
- Select the reason for your complaint.
- Provide details about the issue.
- Click Submit Complaint.
- You’ll receive an acknowledgment of your filed complaint within ten days of submission.
- PayPal aims to provide an answer or resolution for payment-related complaints within 15 days. This timeframe may be extended to 35 days for investigations in exceptional cases.
2. Resolution Center:
- Log in to your PayPal account.
- Navigate to the Resolution Center.
- Click View next to the dispute you want to escalate.
- Choose to Escalate this dispute to a PayPal claim at the bottom of the page.
- Follow the instructions to escalate the issue to a formal claim.
How to get professional help with your PayPal problem
If you need help with a PayPal problem, you can contact our advocacy team or just push the button.
Get HelpThis contact was published on March 9, 2015 and updated on March 26, 2024.