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Can I have multiple accounts?

Yes. You can have one Consumer account and one Business account. You can add more email addresses, debit or credit cards, and bank accounts to your account, but each account must have its own email address and financial information. You can also upgrade your Consumer account to a Business account.


Are goods and services regulated?

Buyers and sellers are responsible for making sure that their transactions comply with PP policy and the law. Items bought and sold must be legal in both the seller's and the buyer's locations.

We prohibit any transactions that we determine (or suspect) might be illegal.

We also regulate transactions involving:

  • Items that fall into highly regulated categories or industries, many of which are also regulated by government and other agencies worldwide. One such category is animal and wildlife products, including the sale and delivery of live animals or any part of an endangered or protected animal.
  • Embargoed goods — items that are subject to government sanctions or a ban on trade with particular countries, businesses, organizations, or individuals. Merchants must comply with the rules and regulations enforced by the U.S. Treasury Office of Foreign Assets Control.
  • Professional sports club and football tickets in the United Kingdom, including the resale of tickets for football matches. Such transactions are highly regulated, and can even be subject to criminal prosecution. We don't allow transactions for tickets to professional football matches that take place in England or Wales; take place outside England or Wales but in a country or region where English and Welsh national and club teams are eligible to play; are held anywhere in the world as part of a competition or tournament organized by FIFA or UEFA, if an English or Welsh national or club team has participated or is eligible to participate.

We may allow authorized dealers and professional sports clubs to sell tickets to these matches, but only with our prior approval.

  • Law enforcement and police-related items like badges, equipment, or anything that's restricted (or prohibited) by domestic and international law enforcement agencies.
  • Merchants in industries that require licensing or registration with a government or other official agency. We may request special documentation from such merchants before they can buy or sell using PP.

What types of accounts can I choose from?

We offer two types of accounts to meet all of your needs. Choose from a Personal or Business account.

PP personal account

If you just need to make purchases and send money to family and friends, a Personal account is probably for you.

You can use a Personal account to:

  • Repay a friend for your share of lunch.
  • Send money as a gift.
  • Buy a book online.

Sign up

Business account

We recommend Business accounts for online merchants who operate under a company or group name.

With a Business account, you can:

  • Operate under your company or business name.
  • Accept debit card, credit card, and bank account payments for a low fee.
  • Allow up to 200 employees limited access to your account.
  • Sign up for PP products that meet your business needs, such as Express Checkout.
  • Set up a separate email address for your customer service issues.

Sign up

Account fees

Our fees are the same for Personal and Business accounts. PP is free when you make purchases and when you send money from your bank account or PP balance. If you use a credit or debit card to send money, a fee applies. The sender decides who pays the fee. If you use your account to request money from someone, you'll be charged a fee when you receive the payment. Additional fees apply when you receive money from someone outside of the United States.

See an explanation of related fees.
Check out our fee calculator
Read the PP User Agreement


What is the difference between Personal, Premier, and Business accounts?

All accounts allow you to send and receive payments.

  • Personal: Recommended for individuals who shop and pay online, or wish to send or receive personal payments for shared expenses such as splitting of dinner bills or rental charges.
  • Premier: Recommended for casual sellers or non-businesses who wish to get paid online, and who also make online purchases.
  • Business: Recommended for merchants who operate under a company/group name. It offers additional features such as allowing up to 200 employees limited access to your account and customer service email alias for customer issues to be routed for faster follow-ups.

Fees:

For complete information on PP transaction fees, please see the fees section of our User Agreement or click "Fees" at the bottom of any PP webpage.


What is required to open a personal account?

To open a Personal account, you just need to provide your first and last name, address, phone number, and email address.

For your protection, you'll create a password for your new account and select 2 security questions.

After you sign up for an account, you can start receiving money right away. If you'd like to send money to family and friends, simply add a payment method, like a debit or credit card, or a bank account.


What services are available in my country?

PP is accepted as a method of payment in 203 countries and regions. You can use PP to pay or get paid and send or receive money worldwide.

To find the services available for your country, go to the PP Offerings Worldwide page at and select your country of residence in the Country list.


Can I have a Personal and a Premier/Business Account?

Yes, PP users can have one Personal and one Business account. Each account needs to have a unique email address.


How do I change my account from a Business to a Premier account?

You can call PP Customer Service and we will help you change your account from a Business to a Premier account. Here's how:

  1. Click Help at the top of the page.
  2. Click Call Customer Support.

You can also send us an email with your request to change your account type. Here's how:

  1. Log in to your account.
  2. Click Help at the top of the page.
  3. Click Message Center.

You must log in to your account to make the request since that is more secure. Please be sure to include all the details of the account type change in your email. We will contact you once the account type is changed.


What does Verified account status mean?

Verification of identity increases customer trust because it creates a higher level of confidence that a person is who they say they are. When other PP users see that you are a Verified User, they know you have taken the steps to provide additional evidence of your identity. This creates confidence and a willingness to do business with you.

Verification provides an additional benefit: it lifts the withdrawal limit allowing you to withdraw more funds from your PP balance to your bank account. You can verify your account by completing two out of three steps: linking and confirming your bank account, verifying your credit or debit card information and/or providing your social security number.

Follow these steps to become verified:

  1. Click See how much you can send with PP under "More about your account." (This link is located in the bottom left of your Summary page.)
  2. Follow the steps to become verified.

Get Verified


How do I upgrade my account?

Here's how:

  1. Go to your ProfileIcon Settings.
  2. Click Upgrade to a Business account.
  3. Enter your business information and click Agree and Continue.

What accessible services are available for individuals with special access needs?

PP works hard to make sure that everyone who wants to use PP's services can do so, and have a positive experience. We do this in various ways, including:

  • Making links on our website descriptive and providing alternative text to help people using assistive technology such as screen reader software.
  • We consider accessibility when we design features or pages on our website.
  • We increase the contrast between fonts and backgrounds to make pages on our website easier to read.
  • We make our website easier to navigate without using a mouse.

PP welcomes feedback from users regarding the way our company provides services to persons with disabilities. Customer service representatives stand ready to assist persons with disabilities in relation to any feedback or complaints they may have. If necessary, the feedback or complaint may be escalated to designated individuals within the Customer Service department or other employees of PP who will work with the user to address his or her concerns. PP will promptly respond to and address all complaints that it receives.


How do I sign up for an account with a U.S. military APO/FPO address?

  1. Go to the homepage and click Sign up.
  2. Select the type of account you would like to open, "Personal" or "Business."
  3. Enter your email address and choose a password.
  4. Click Continue.
  5. Enter your information with APO or FPO in the city field, and select one of the following options from the state drop-down menu:
    • AA — Armed Forces Americas (except Canada)
    • AE — Armed Forces Africa, Canada, Europe, or Middle East
    • AP — Armed Forces Pacific
  6. Fill out the form and enter the CAPTCHA.
  7. Confirm that you've read the PP User Agreement and click Agree and Create Account.

You can start to use your new account right away.


What are the fees?

Opening an account:

PP does not charge a fee to open an account.

Sending money — Personal payments:

There are no fees within the U.S. to send money to family and friends when you use only your PP balance or bank account, or a combination of your PP balance and bank account.

There is a fee to send money as a personal payment using a debit card or credit card. The fee in the U.S. is 2.9% plus $0.30 USD of the amount you send. For example, if you send $100.00 USD by credit card, the fee would be $3.20 USD ($2.90 + $0.30).

Receiving money — Personal payments:

It's free to receive money from friends or family in the U.S. when they send the money from the PP website using only their PP balance or their bank account, or a combination of their PP balance and bank account.

Goods and services — Purchase payments:

There's no fee to use PP to purchase goods or services. However, if you receive money for goods or services (such as from selling an item on eBay), the fee for each transaction is 2.9% plus $0.30 USD of the amount you receive.

International payments:

There is a fee when you send a payment to someone in another country or if you receive a payment from someone in another country. The PP user agreement has specific information. You can find the User Agreement by clicking Legal Agreements at the bottom of any PP page.

Note: It is currently not possible to send or receive a personal payment to and from India using PP. If you're sending money for a personal payment to India, we ask that you find another way, we currently recommend Xoom.com.

Withdrawing money:

You can withdraw money from your account to your bank account at no cost. If you prefer to receive a check, there is a $1.50 fee.


Does it cost money to open an account?

There's no charge to open an account and to transfer money from your bank account to your account. There is also no charge to purchase items using your account.

There are fees in other cases, such as:

  • Receiving payments for goods and services.
  • Receiving payments from friends and family made using a debit or credit card.
  • Receiving payments from people in other countries.

For more information about fees, see the PP User Agreement or fee matrix.


How do I withdraw money to my local bank account?

Here's how to withdraw money from your PP balance to your local bank account:

  1. Log in to your account.
  2. Click Wallet at the top of the page.
  3. Click Transfer Money, and then click Move money out.
  4. Enter the amount you want to withdraw, and then click Continue or click Request a check by mail instead if you want a check.
  5. After you click Continue review your withdrawal, and then click Withdraw.

There's no charge to withdraw money from your PP balance to your local bank account. Some banks may charge a fee for transfers. Contact your bank directly for more information.

Estimated arrival: 1 business day

Transfers made after 7:00 PM ET or on weekends or holidays take longer.

All transfers are subject to review and could be delayed or stopped if we identify an issue.

You can also withdraw money from your PP balance by requesting a check. (There's a fee of $1.50 USD for check withdrawals.)


What are the fees for requesting money and invoicing?

When you send a money request or invoice, you're charged a small fee to receive the money.

Currently, the fee is $0.30 USD plus 1.9% - 2.9% of the amount received. The fee is automatically deducted from the amount that you receive. Fees may occasionally change. To see the latest fees, click Fees at the bottom of any page.


What is an eBay recoupment?

If eBay decides an eBay Buyer Protection claim in your buyer's favor, and your PP balance isn't enough to cover the refund, eBay refunds the buyer on your behalf.

As soon as your PP balance is high enough, eBay automatically debits the amount you owe.

Debiting your account to repay eBay is called "recoupment."

In the future, you can avoid recoupment by repaying eBay in the eBay Resolution Center. Here's how:

  1. Log in to your eBay account.
  2. Click eBay Security & Resolution Center at the top of the page.
  3. Follow the steps for repaying eBay.

For more information on eBay refunds, please click here and you will be directed to eBay's customer support page.


What are the cross border fees when selling international?

Cross border fees are applied to international personal payments and purchase payments. Cross border fees are paid by either the sender or recipient of the payment, not both. The sender of the payment generally determines who pays the fee. Cross border fees are charged due to the extra costs involved in processing multi-currency payments.

International Personal Payments:

  • If you send or receive an international personal payment using your PP balance or bank account, you're charged a cross border fee, which can range from 0.5% to 2% of the payment amount.
  • If you use a credit or debit card to fully or partially fund international personal payments, you're charged a cross border fee, which can range from 2.9% to 7.4% plus an additional fixed fee. The fixed fee is based on the country of the payment recipient.

International Purchase Payments:

  • If you receive an international payment for a purchase, you're charged a standard fee of 3.9% plus an additional fixed fee. The fixed fee is based on the currency of the payment.
  • It's free to send payments for your purchases, even for some international payments. Some fees may be applied if PP performs a currency conversion to complete your transaction. And your financial institution may charge fees directly to the card you use to fund a cross-border payment even where no currency conversion is involved.

For more information on fees, click Legal at the bottom of any PP page, then click PP User Agreement and then click Fees.


How do I download my complete transaction history?

Here's how to download your complete account activity history:

  1. On the Download History page select the date range of transactions you would like to download.
  2. Click Download History.

This page will allow you to download your history, including dates that are prior to 2014. If you have a large amount of transactions, we recommend breaking up your date range to less than 2 years at a time.


Can one bank account be used on two different accounts?

You can add a bank account to one account at a time. However, if approved, you may be able to add the bank to a second account. You will be informed when linking the bank to the second account if you have been approved.


Questions about eBay

eBay and PP are now separate companies, which means we are no longer part of the same group of companies. However, we remain committed to our customers.

For everything you need to know about the two companies, please visit our PP-eBay update page.

You may also contact eBay and find answers to most of your eBay questions, in the eBay Help Center. Here are links to some frequently asked questions:

If you have a problem with a transaction, you can report it to either eBay or PP. If you didn't pay with PP, you should report your problem to eBay.

If you reported your problem to eBay with the eBay Money Back Guarantee program, you may contact eBay here to learn about the latest update on your dispute or claim.

For more information on eBay-related transactions, please click here and you will be directed to eBay's customer support page.

For information about creating a dispute, click here.


How long does the seller have to ship my item?

We encourage sellers to ship an item as soon as they receive a payment. Most sellers ship within 7 days. (Allow extra time for international shipments.)

Depending on the shipping service the seller uses, you may be able to track your item online. If the seller prints a shipping label using PP, you can see the tracking number and shipping status on the Transaction Details page.

If you don't receive your item, we recommend that you contact the seller. If you still don't receive the item, you can open a dispute in the Resolution Center and we can help you work out the problem.


How do I find my 1099 tax statement in my account?

Here's how you can access your Form 1099-K online:

  1. Click Activity.
  2. Click Statements and select Tax documents.
  3. Select the tax year you need.


What is the Resolution Center?

If you have a problem with a transaction, the Resolution Center is where you can go to resolve it.

In the Resolution Center you can:

The Resolution Center also offers important tips for safer buying and selling.

You can access the Resolution Center by logging in to your account and clicking Resolve a problem in our Resolution Center under More about your account on the left hand side.


How to sign up for an account

Go to the sign-up page, choose your account type, and fill out the form. A link to the sign-up page is at the top of every page on PP.

  1. Your email address is also your PP ID.
  2. Password tips:
    • Make sure your password is at least 8 characters long.
    • Passwords are case sensitive. Make sure your CAPS LOCK is off.
    • Your password can't contain any spaces.
    • Use a different password than the one you use for email, bank, and other online services.
    • Change your password often (we recommend once a month).
  3. You'll receive an email shortly asking you to confirm your email address. You won't be able to use your account until you complete the instructions in the email.

If you are using PP as a guest, you can sign up after you complete your purchase. Follow the instructions in the email receipt to sign up for an account.

Sign Up

Confirm your email address

You'll need to confirm your email address before you can receive any payments. We'll send you an email to confirm your email address. Click the link in the email and enter your password to finish signing up for your account.

You can receive payments with a confirmed email address, but you can't pay for things until you link a bank account or credit card. If you don't have money in your PP balance, you can use your credit card or bank account to pay for something.


What is the policy regarding transactions for prescription drugs?

We don't allow transactions for prescription drugs and certain products that are regulated by government and other recognized agencies.

For example, we don't allow:

  • Prescription drug transactions unless the merchant has received prior approval from PP. PP also considers the marketing of a product and may restrict transactions for products marketed to function as a prescription drug.
  • Transactions for recalled drugs, unapproved drugs, and dietary supplements that have been banned by government agencies.
  • The sale of certain medical devices that don't comply with all applicable regulations.

How do you approve merchants selling precious jewels, metals, or stones?

U.S. merchants can go to www.fincen.gov to determine if they meet the federal threshold of a dealer in precious jewels, metals, or stones. U.S. merchants that meet this threshold must receive prior approval from PP. All merchants outside the U.S. engaged in this type of business should contact PP for approval.

Merchants must provide proof of registration with the applicable country-specific regulatory body, proof of internal anti-money laundering policies and procedures, and evidence of other controls. Merchants can inquire about approval in accordance with this policy by sending contact information, business URL, and a brief business summary to compliance@pp.com.


Why did eBay and PP separate?

Why did eBay and PP separate?
eBay and PP have become two standalone companies to capitalize on their respective growth opportunities.

How does this affect me?
You can keep using PP on eBay just like you do today; that won't change. The only change you should experience is you will now contact eBay and PP separately regarding your respective accounts.


Is PP secure?

Yes. PP uses SSL technology to keep your information safe. In addition, when you send a payment using PP, the recipient won't receive sensitive financial information like your credit card or bank account number. This way, you don't have to worry about paying people you don't know.


What is the Message Center?

PP has created a Message Center for its customers, like most financial institutions and eBay provide. The Message Center gives PP the ability to communicate with you within the framework of a new mailbox inside your account. It also provides you with a way to validate customer service emails that you may consider suspicious. This way, you can trust that the communications you receive are from us.

How does the Message Center work?

Emails from PP will be put into the Message Center. A notification will be sent to let you know that you have a message. The Message Center will be accessible online; mobile browser optimization and access via the mobile app will be included later.


How do I change my security questions?

Here's how to change your security questions:

  1. Click the Settings icon next to "Log out."
  2. Click Security.
  3. Click Update next to "Security questions."
  4. Enter your information and click Save.

Where can I find the Acceptable Use Policy?

You can find the Acceptable Use Policy by clicking Legal at the bottom of any PP page.


How to spot fake emails

You may receive an email falsely claiming to be from PP. Sending fake emails is called "phishing" because the sender is "fishing" for your personal information. The goal is to trick you in to giving up your personal, financial, or account information. Phishing emails may ask you to visit a fake or "spoof" website, or call a fake customer service number. Phishing emails can also contain attachments that install malicious software on your computer when opened.

Keep in mind that receiving a fake email doesn't mean your account has been compromised. If you think an email is fake, don't open it. Don't reply to the email, click any links, or download any attachments. If you clicked on any links are or unsure, log in to your account and check your recent activity to make sure everything looks right.

It's also important to report the fake email or website to PP as soon as possible. That way, we can help protect you and other PP members. Forward any suspicious email to spoof@pp.com then, delete the suspicious email.

When you aren't sure if you can trust an email claiming to be from PP, here are a few guidelines that can help you spot the real from the fake:

Impersonal, generic greetings are used; such as "Dear user" or "Dear [your email address]".
Emails from PP will always address you by your first and last names or by your business name. We never say things like "Dear user" or "Hello PP member".

Ask you to click on links that take you to a fake website.
If there's a link in an email, always check it before you click. A link could look perfectly safe like www.pp.com/SpecialOffers. Make sure to move your mouse over the link to see the true destination. If you aren't certain, don't click on the link. Just visiting a bad website could infect your machine.

Contain unknown attachments.
Don't ever open an attachment unless you're sure it's legitimate and safe. Be particularly cautious of invoices from companies and contractors you're not familiar with. Some attachments contain viruses that install themselves when opened.

Convey a false sense of urgency.
Phishing emails are often alarmist, warning that your account needs to be updated immediately. They're hoping you'll fall for their sense of urgency and ignore warning signs that it's fake.
If there is an urgent need for you to complete something on your account, you can find this information by logging in to your account.

The following are some common scams where fraudsters use spoofed emails. When in doubt, always log in to your account and view the Resolution Center for any notifications.

"Your account is about to be suspended."
Many fraudsters send spoofed emails warning that an account is about to be suspended, and that the account holder must enter their password in a (spoofed) webpage. PP will never ask you to enter your password unless you're on the login page. Report any suspect email by forwarding it to spoof@pp.com.

"You've been paid."
Some fraudsters try to trick you in to thinking that you've received a payment for an order. They want what you're selling for free. Before you ship anything, log in to your account and check that you were actually paid.

"You have been paid too much."
Fraudsters may try to convince you that you've been paid more than you were owed. For example, a spoofed email says that you've been paid $500 for a camera you listed at $300. The sender asks you to ship the camera in addition to the extra $200 you were "paid" by mistake. The scammer wants your camera AND your money, but hasn't actually paid you at all.
Simply log in to your account and check that you were paid before sending anything.

If you received an email seemingly from PP that states you've received money, check to make sure the email isn't fake. Some signs:

The email does not address you by your first and last name.

The email says the money is "on hold" until you complete an action (i.e., send money through Western Union or click a link to submit a tracking number). You can easily see if you received money by logging in to your account (do not click any links within the email). If you've been paid, you'll see the payment in your account.


Are transactions for pre-sale items permitted?

A pre-sale item is advertised for sale before the seller actually has the item. Often, these items are sold before they are available to the general public.

A seller might use the money from the pre-sale of an item to purchase the item.

PP permits pre-sales on a limited basis as long as the seller:

  • Guarantees shipment within 20 days from the date of purchase.
  • Clearly identifies the item as a pre-sale.
  • Provides proof, if needed, that they can successfully deliver the product (supplier information, purchase invoices, shipping information, or delivery confirmation).

What is the policy on transactions that involve firearms?

We don't allow PP members to buy or sell any kind of firearm, whether it's in working order or not. The same goes for certain firearm parts and ammunition.

For example, using PP, you can't buy or sell:

  • Any firearm, including rifles, shotguns, and handguns, whether they're for sport and recreation, collectibles, or curio or relic firearms.
  • Firearm parts, including but not limited to receivers and frames, silencers, and kits designed to modify guns so that they fire automatically. High capacity magazines, multi-burst trigger activators, and camouflaging firearm containers are other items in this category.
  • Ammunition, including propellants like gunpowder or blank ammunition; ammunition or cartridge cases; and primers, bullets, or propellant powder designed for any firearm.

Stun gun sales are allowed for U.S. residents, but only if the transaction is permitted by law in both the buyer's and seller's jurisdictions. (account holders outside the U.S. can't buy or sell stun guns.) Before they complete a sale, U.S. sellers must make sure that the transaction is legal in both locations.

Related items that you can buy and sell using PP include paintball guns, blank guns, and air-soft guns, as long as such transactions are legal in the applicable jurisdiction. All of these items must display the markings required by law, must not be convertible to shoot a lethal projectile, and can't include blank ammunition.


What is the policy on transactions that involve sexually oriented goods and services?

We permit U.S.-only transactions for certain sexually oriented physical goods that are physically delivered to the customer. Videos, DVDs, and magazines are examples of physical goods. (We don't allow transactions for such goods outside the U.S.)

We don't permit account holders to buy or sell:

  • Sexually oriented digital goods or content delivered through a digital medium. Downloadable pictures or videos and website subscriptions are examples of digital goods.
  • Sexually oriented goods or services that involve, or appear to involve, minors.
  • Services whose purpose is to facilitate meetings for sexually oriented activities.

Sexual preferences and viewpoints aren't factors in determining what our policy prohibits.

In deciding what sexually oriented goods and services to allow, we consider:

  • What regulations or restrictions are placed on the purchase or sale of the product.
  • How the product is classified by a recognized ratings board.
  • Whether the product describes or depicts sexual conduct in a patently offensive way.
  • The dominant theme of the product material or website.
  • The literary, artistic, political, or scientific value of the product.
  • Potential medicinal or educational uses for the product.
  • The product's impact on the safety of our customers.

How much of my money is being held or in reserve?

To find out how much money is being held or in reserve:

  1. Log in to your account.
  2. Click PP balance.
  3. Your pending balance shows how much money is held or in reserve.

On this page, you'll also see a list of transactions that are under review.


Additional Information about Account Limitations

Learn what a limitation is, why an account may be limited and what to do if your account is limited.

What is an Account Limitation?

Account Limitations prevent you from completing certain actions with your account, such as withdrawing, sending, or receiving money. These limitations are implemented when we see unusual or suspicious activity to help protect both PP buyers and sellers. Limitations also help us collect information necessary for keeping your account open, and they help ensure our customers are protected.

Let's take a closer look at limitations by exploring what might prompt them and how they could affect you.

Reasons for Account Limitations

There are a number of reasons why your account could be limited. For instance, if we suspect someone could be using your account without your knowledge, we'll limit it for your protection and look into the fraudulent activity.

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 account and your bank account, your account will be limited.

In other cases, 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.

Your account may also be limited due to PP policies we have in place to ensure we're in compliance with your state's regulations.

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.

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 to improve your seller performance

Receiving an elevated number of claims and chargebacks from your buyers is an indication of poor seller performance, which can lead to account limitations. Following some simple guidelines can help you improve your performance and reduce the likelihood of limitations. Overall, communication and information are key.

You should:

  • Provide photos and detailed product descriptions.
  • Be upfront about policies such as shipping and returns.
  • Ship orders promptly and track shipments.
  • Respond quickly to any messages from buyers.
  • Work to amicably resolve any problems.
  • Ship to the address provided in the transaction details page.
  • Use quality shipping materials to prevent damage.

Following these guidelines will help reduce the number of chargebacks, disputes, and unhappy customers, which will in turn reduce the chances of account limitations.

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 before a limitation goes into effect. If you log in to PP and address this warning when prompted, you may be able to prevent the limitation.

What to do if your account is limited

The requirements for getting the limitation removed and your account restored are usually quite basic; you'll just need to address the issue with the account, often by providing information to us. If you find that your account has been limited, the best source of information on what you'll need to do is the email you receive informing you that your account is limited. Also, you should log in to your account for additional details about your situation and how to resolve the limitation. These are the best resources for information specific to your account. Once your account is under review, please watch for and respond to communications from PP.

Guard your information to help prevent Account Limitations

One way to protect yourself is to use caution when you're online. For instance, be especially careful about clicking on links within emails. Fraudsters often develop official-looking emails with links that supposedly lead to a familiar website. They do this in an effort to get you to share personal information.

Reliable institutions won't ask you to share sensitive personal information this way, so don't open any attachments or click on any links. If you receive one of these spoof emails from someone pretending to be PP, report it by forwarding the email to spoof@pp.com and we'll investigate it for you. After you send us the email, delete it from your inbox. If you happen to click on any links or open any attachments within the suspicious email or website, log in to your account and check your recent activity. If you see an unauthorized transaction, go to the Resolution Center to report it.

It's also a good idea to change your password. Select strong passwords for online accounts (including your account). Passwords should be long and contain a combination of numbers, letters, and symbols. Never share your password with anyone and don't use the same password for multiple accounts.

Protecting your computer with anti-malware software will also help protect you by keeping viruses and spyware from infecting your machine. Offline, you should shred any personal documents before throwing them away and keep items such as your Social Security card in a safe place (not your wallet) to prevent theft.

If you still have questions about your account access, log in to your account, click Contact at the bottom of any page, and then click Call us.


What is the Seller Protection Policy and what items aren't covered?

Seller protection is a free service provided to our members. It reinforces our commitment to building trust and safety in our network. It acts as a safeguard for claims, chargebacks, or reversals opened for the following reasons:

  • Unauthorized Payment
  • Item Not Received

Seller protection does not provide protection for:

  • Claims, chargebacks, or reversals for items significantly not as described.
  • Intangible items, licenses for digital content, and services.
  • Items that PP determines, in its sole discretion, as counterfeit items.
  • Items that you deliver (or are picked up) in person.
  • Personal Payments that are received.
  • Sales that are not processed either through a buyer's account or a guest checkout transaction. This includes sales made using the PP Payment Pro/Virtual Terminal (VT) product, PP business payments or PP Here.
  • Items equivalent to cash including gift cards.

Seller protection is only available for qualified transactions. The Activity page shows whether or not your transaction is eligible for coverage under this policy. If it is, ship to the shipping address displayed once you click the transaction.

To ensure that your items are shipped to the appropriate address, do not accept shipping labels from the buyer or offers to use their shipping services (such as access to their account), since you will not be covered under Seller Protection. Fraudulent buyers may encourage you to use their shipping services since they have the ability to change or re-route the shipping address and then open a claim saying they did not receive the item from you.

Claims, chargebacks, and reversals are usually filed within 180 days of the transaction, but can be filed beyond this timeframe as well. Therefore, we suggest you retain your shipment information (including proof of shipment and online shipment tracking information) for a minimum of 180 days - or longer. It's important to note that different shipping companies retain shipping details and make information available online for different amounts of time according to their policies and practices. You should make decisions regarding which shipping companies you use and how you retain shipping records based on all of these factors.

The eligibility requirements for coverage can also be found in the Seller Protection section of our User Agreement.


Protection for Buyers

PP Purchase Protection covers you if you have a problem that you can't work out with your seller.

If an item doesn't arrive or shows up significantly different than how the seller described it, we help you get your money back.

PP Purchase Protection covers eligible transactions for the full purchase price, plus original shipping charges.

To qualify for PP Purchase Protection:

  • Use PP to pay for your item.
  • Pay for the item in one payment. Items purchased with multiple or partial payments aren't eligible.
  • Open a dispute in PP's Resolution Center within the timeframe noted in the transaction details to let the seller know there's a problem with the transaction.
  • Escalate the dispute to a claim within 20 days of the date you opened the dispute. When you file a claim, you're asking PP to decide whether you should get a refund.
  • Keep your account in good standing.
  • For Significantly Not As Described claims (SNAD), you may be required to ship the item back to the Seller at your expense and provide proof of delivery.

To be eligible, you have to follow the dispute process and escalate the dispute to a claim. Disputes not escalated to a claim are not eligible for Purchase Protection.

If you purchased the item on eBay, use the eBay Resolution Center.

Some items such as vehicles, industrial machinery used in manufacturing, and real estate aren't eligible for PP Buyer Protection.

All transactions made on or after July 1, 2015 for intangible merchandise, virtual items, digital goods and content, and services will be eligible for expanded PP Purchase Protection.

For more information:


Payment Review

Payment Review is an early warning system that helps to protect sellers from fraudulent payments. Payment Reviews are automatic - you don't have to sign up for them.

When we spot a payment that might be fraudulent, we temporarily stop the payment from going through so we can look at it more closely. We send you an email to let you know that the payment is Pending while we do a Payment Review. Reviews usually take up to 24 hours to complete.

If we find that the payment is legitimate, we let you know by email and on your Transaction Details page. You can ship the item and you'll be eligible for Seller Protection as long as the transaction follows Seller Protection guidelines.

If we decide that the payment is most likely fraudulent, we automatically cancel it to protect you.


Once I've enabled the Security Key, how do I use it with my mobile phone?

There are two ways to connect to the PP Security Key via a mobile phone.

1. Log in to PP.com via your mobile phone

Here's how to get the security code sent to your phone:

  • When you log in, click the Send SMS button and check your mobile phone for the text message with a 6-digit security code. You'll usually receive a text message response in less than a minute, depending on your carrier service.
  • If you have multiple phone numbers on your account, be sure your mobile phone has been set as the primary phone number. If SMS is not available, we can also call your primary phone number if you'd like to listen for your 6-digit security code.
  • Make sure that your primary mobile phone number is enabled before you enable the Security Key, or else you won't be able to log in with the Security Key. Note: you can still log in via a different method (for example, by answering your account security questions).

There is no fee to use the PP Security Key, however your standard mobile rates apply when you receive a security code by SMS or by phone. Check with your mobile provider for details.

2. Download and launch the PP app

If you're using the PP app on your mobile phone instead of logging in through our website on your phone:

  • Log in to your account with your email and password, as you normally do, and wait for a PP Security Key SMS that will contain your OTP. Enter your pin to log in.
  • The PP app allows you to log in to you account using your iOS/Android device's fingerprint reader. Check the app settings to set up this feature.

If you requested a code but did not receive one, first ensure your device has proper reception. Note that if you are in an area without a phone signal or with a period of high network traffic, the token might not arrive in a timely manner. You can request another code by tapping Send SMS again.


What gambling activities are prohibited?

PP prohibits transactions for gambling activities by merchants and account holders in the U.S. and any jurisdiction where gambling activities are illegal, and by merchants whose services are accessible to account holders in the U.S.

PP allows approved gambling merchants to use our service in certain jurisdictions where gambling activities are legal. To be approved by PP, merchants must demonstrate to PP's satisfaction that they have the ability to block gambling activities for account holders in the U.S. and any jurisdiction where gambling activities may be illegal.

Unless the merchant has been approved by PP, account holders may not use PP to send or receive payments for any form of gambling activities, including but not limited to payments for wagers, gambling debts, and gambling winnings, whether conducted online, in person, or through any other means of communication. Gambling includes placing, accepting, recording, or registering bets; participating in lotteries; or otherwise carrying on a game of chance for money, property, or other things of value.

PP prohibits the following activities, even where the specific activity is lawful and/or is not legally defined as gambling, unless the transactions are associated with an approved merchant.

Games of chance and games of skill —Includes any activity with an entry fee and a prize, regardless of whether the outcome is determined by chance or skill.

Casino games -Include (but are not limited to) the following virtual or physical games: baccarat, blackjack, craps, faro, keno, pachinko, pai gow, poker (whether or not it is considered a game of skill in the gambler's jurisdiction), roulette, sic bo, slot machines, or wheel of fortune.

Sports books or sports betting —Includes placing bets on actual sporting events against a bookmaker or through a betting exchange.

Horse or greyhound racing —Includes gambling on the following types of races:

  • Simple betting (betting between individuals).
  • Sweepstakes betting, where large entry fees, or stakes, are pooled and awarded to winners.
  • Bookmaking betting, in which speculators offer odds against each horse or dog and accept bets against their predictions.
  • Pari-mutuel betting, where betting odds on a given horse or dog are derived from a comparison between the total amount wagered on the animal and the total wagered on all the animals in the race.
  • Off-track betting (OTB), where players bet on a race taking place in a location outside of where the bettor is situated.

Person-to-person betting —Includes individual wagering and wagering through betting exchanges.

Lottery tickets —Include the purchase or sale of any opportunity to participate in a raffle, drawing, sweepstake, pool, or any other form of game or contest involving the distribution of prizes or monetary compensation.

Gaming machines —Include devices meeting the following three criteria:

  1. Constructed or adapted for playing a game of chance.
  2. Containing a slot or other aperture for the insertion of money or money's worth in the form of cash or tokens.
  3. Offering prizes in money or money's worth regardless of whether any player is at risk of losing any money or money's worth.

Gambling-related ventures —PP may also prohibit transactions for the following ventures related to gambling:

  • Gambling services, such as handicapping, or providing gambling tips or instructions.
  • Use of intermediaries to facilitate the process of placing bets or securing offshore gambling licenses.
  • Organized forums that facilitate person-to-person betting.

Merchants seeking approval to conduct gambling activities in accordance with this policy may send contact information and a brief summary of their business to compliance@pp.com.


How do I confirm my email address?

You'll need to confirm your email address before you can send or receive money.

Here's how:

  1. Go to your Settings.
  2. Click Update next to the email address you want to confirm.
  3. Click Confirm this email and we'll send you an email.
  4. In the email we send you, click the Confirm your email button to complete the confirmation process.

You will automatically return to the PP site where you will be asked to enter your password and the confirmation process will be complete.

Once your email address is confirmed, you can accept payments and the money you receive will show in your PP balance. However, you'll still need to link a bank account or card to your account before you can send payments. When you send a payment that is greater than your PP balance, the difference will come from the bank account or card you link.


I did not receive my email address confirmation

If you have not received the PP message to confirm your email address, please check your spam or junk mail folder. You may also try adding service@pp.com to your address book to see if you can find the confirmation email.

If you still don't see the email, please request that another confirmation email be sent to you.

Here's how:

  1. Go to your Settings.
  2. Click Edit next to the email you want to confirm.
  3. Click Confirm this email.
  4. Check your inbox for an email with the new number.

How can I add PP to Android Pay?

You can add PP to Android Pay through the Android Pay app or through the PP app. To add through the PP app tap the Settings gear icon, then Android Pay, then Set it Up. At this time Android Pay is only available to US customers.


How do I update or reset my Android Pay PIN?

If you want to update or reset your Android Pay PIN, you may do so in the PP app or on PP.com. In the PP app, tap the Settings gear icon, then Android Pay, then in-store PIN. On PP.com, log in to your account and click the Settings gear icon. Then, under the security tab, select Update next to "Android Pay PIN."


How can I withdraw money left over from an Android Pay transaction?

If the money added to your PP balance is more than the amount of your purchase, the remaining amount will remain in your PP balance. You may withdraw the money to your bank account using the PP app or on PP.com.


How do I make PP the default payment method on Android Pay?

There are two ways to set PP as the default payment method. Within the Android Pay app, you can either long press the PP card and move it to the top of list of cards, or you can tap the PP card and select "Set as default" in the card details screen.


Why do I need to create a PIN for Android Pay?

Just like with any debit card, you may need to enter a PIN in the payment terminal to authorize certain payments. You can set or change your PIN in the Android Pay section of the PP app on your mobile device or from PP.com.


Can I have multiple accounts linked to Android Pay?

Yes, you may link up to five accounts to Android Pay.


How can I get a refund on an Android Pay purchase?

Each store has its own refund policies. If you have your printed receipt, the cashier will likely process a refund as they would for any other purchase. If you don't have a printed receipt, try tapping your phone on the payment reader or show the cashier the last four digits of your unique virtual card, which is located in the Android Pay App. It will often allow them to look up the transaction in their system to confirm a purchase. You can find your virtual card in the Android Pay app, then click on the PP card and see Virtual Account at the bottom. Your refund will be credited back to your PP balance.


How do I remove PP from Android Pay?

You can remove PP from Android Pay in the PP app or the Android Pay app. In the PP app, tap the Settings gear icon, then Android Pay, then select "Disconnect from Android Pay." In the Android Pay app, tap on the PP card, at the bottom of the details screen, select "Remove card."


How do I cancel an automatic payment I have with a merchant?

Here is how to cancel an automatic payment with a merchant:

  1. Click the Settings icon next to "Log out."
  2. Click the Payments tab, then click Manage preapproved payments under "preapproved payments."
  3. Select the payment you'd like to cancel, then click Cancel.

When I use my credit card or debit card to make a payment, will a cash advance fee be charged?

When you use your credit or debit card, you will not be charged a cash advance fee for sending money for goods or services. Payments made as a gift or to friends and family are charged a fee that the sender can either pay themselves or opt to have the receiver pay.

For these types of transactions, PP charges your credit or debit card only for the transaction amount.

Note: If you make a cash advance purchase with a credit or debit card, the card issuer may charge a cash advance fee. PP has no control over third-party fees. To avoid incurring fees when making a cash advance purchase, you may want to use a different payment method, such as your bank account or an e-Check.


Payment overview and payment options

Payment overview

To send a payment, log in to your account and click Send at the top of the page. Choose whether you're paying for goods or sending money to friends or family.

Paying for Goods

You're making a purchase if you're paying for:

There is no fee to send money for a purchase.

Friends and Family

You're making a personal payment if you're sending money for:

If you use your bank account or PP balance, there is no fee to send money for a personal payment within the U.S. If you use your debit or credit card, there is a small fee, but you decide whether you or your recipient pays. If you send money outside of the U.S. additional fees may apply.

If you have a balance in your account, we always use that first. If you don't have a balance, we automatically use your bank unless you change the payment method. You can change your backup payment method at check out. Note: You can't add Payoneer accounts to your account as a payment method.

We'll send the recipient an email to let them know that you sent them money. If they don't have an account, we explain how to sign up for one.

Paying a merchant

Here's how you can pay a merchant:

When you select PP as your payment method on a merchant's website, you can log in directly to your account. If you have a balance in your account, we'll use that first.

If you don't have the email with the payment request, you can still pay the money request or invoice:

  1. Log in to your account.
  2. Click Activity at the top of the page.
  3. Click Pay under Order status/Actions next to the transaction.
  4. Review the information and click Continue or Pay to complete your transaction.

How do I change my payment preferences for in-store checkout?

When you use PP at the register, the payment will be taken from the preferred payment method you set up in your Payment Preferences and the default funding methods — pulling from your balance first, then credit, bank account, or card on file. With PP in stores, you have flexibility to choose which way you want to pay.

You can manage your payment preferences for online checkout in Settings.

Here's how to change your payment preferences for PP in-store checkout:

  1. Log in to PP.
  2. Click the Settings icon next to "Log out."
  3. Click Edit next to "Payment preferences."
  4. Click your preferred payment method under "Paying in stores."

If you have a business account, you can only change your In-store checkout settings through the PP app on your iPhone or Android phone. Simply tap Settings in the app and choose how you want to pay. If you have a PP Payment card, tap Wallet to turn it on or off.

How do I change my In-Store PIN?

Here's how to create or change your PIN:

  1. Log in to PP.
  2. Click the Settings icon next to "Log out."
  3. Click Security.
  4. Click Edit next to "Mobile PIN."
  5. Create or change your 4-8 digit (no letters) PIN and click Add or change PIN.

Remember, your PIN is the same for your PP app, mobile number transactions, and your PP payment card.


Subscriptions

Some sellers let you set up preapproved payment agreements, such as recurring payments, subscriptions, automatic billing, and installment plans. You might set up a preapproved payment to pay for a recurring subscription, or if you want to pay with PP every time you shop on a certain site.

Here's how to view your preapproved payment information:

  1. Log in to your account.
  2. Click Settings next to "Log out."
  3. Click Payment Preferences.
  4. Click Update next to "My preapproved payments."
  5. Click the agreements you want to view in the "My preapproved payments" section.

If you have questions about your plan, please contact the seller. You can find your seller's contact details in the email you received when you signed up for your plan.

You can also find the contact information on the Transaction Details page for a payment that you made to the seller.


What is One Touch and how do I use it?

One Touch allows you to complete purchases faster while still keeping your financial information secure. When you log into PP, with your mobile phone or from a desktop, tablet or laptop you can choose to stay logged-in for easier, faster checkout across all eligible merchants. After you opt-in to staying logged-in to your account, you'll skip the PP log-in screen on future purchases when paying with PP using the same device and same browser.

What is Rolling One Touch?

Starting June 26, 2016, every time you check out with One Touch, we'll renew your "turned on" setting on that device. This means that as long as you're using One Touch, you'll keep skipping login until you decide to turn it off. To help you manage One Touch across all devices, we'll turn One Touch off on any device if you haven't used it in a while. If you are not 100% happy with this change, you can "Turn off One Touch on all devices" from your Profile.

Why should I activate the service?

Activating One Touch takes you directly to the payment page and breeze through check out. It also saves you the hassle of entering your password. For security purposes, whenever you update your PP personal or financial account information we'll always ask you to log in.

How does PP help protect my financial account information when using One Touch?

PP does not share full payment information with merchants when you shop.

There are security recommendations PP has specifically for One Touch:

Do not share your device if you're using One Touch. If your device is stolen, contact us immediately and log out of your account.

What if my phone is lost or stolen?

If your phone is lost or stolen, log in to your account and change the security settings under "Settings." You can also call Customer Service, so we can help protect your account from unauthorized use.

What if I am using a public computer?

Please only activate One Touch on your personal device or computer and not on a public or shared computer or device to avoid misuse of your account.

Do I still authenticate and register for all individual merchants?

You only need to authenticate and authorize the use of One Touch once per device or browser. When you activate the functionality with one merchant, you do so with every eligible merchant.

How do I activate the One Touch feature?

Select "Stay logged in for faster purchases" when checking out with PP upon initial log in. This activates One Touch for that specific device and browser and for all eligible merchants. You can also go to www.pp.com/onetouch to activate the service.

How do I turn off the One Touch feature?

To turn this feature off, follow the steps below:

  1. Log in to your account.
  2. Click the Profile icon.
  3. Click Security.
  4. Click Edit next to "Stay logged in for faster purchases."
  5. Click Log out per device or Turn off One Touch on all devices.

Other alternative methods to turn off One Touch are:

https://www.pp.com/signin?expId=oneTouchOptOut

What does PP do to help if I have a problem with my online purchase?

When you pay with PP online, PP Buyer Protection won't be impacted by this functionality and will continue to apply your eligible purchases.

To learn more about PP Buyer Protection and to see a full list of eligibility requirements and exclusions, please review our User Agreement. You'll find the User Agreement by clicking Legal or Legal Agreements on any PP page.

You can report your problem in our Resolution Center.

Can I select specific merchants to use One Touch?

You can't control the merchants you opt-in for. Opting in for One Touch activates the feature for all eligible merchants.

What happens if I am shopping on a mobile device or computer logged into One Touch that is not mine?

If you're shopping from a mobile device that is not your own, simply click the ‘Not Me' link to log out of PP and log back in using your own account. If you attempt to move forward with the purchase using an account that is not yours, you'd be making an unauthorized payment, which is prohibited.

If you do this accidentally, you will, in most cases, not be able to close the purchase. However please contact our customer service team immediately so that we can help the real account holder and the merchant sort this out.

What if I share my device or desktop with other users?

Please do not share your device if you're using One Touch or make sure to log out before sharing.


What is an eCheck?

An eCheck is an electronic payment funded by the buyer's bank account. With an eCheck, the recipient should receive the money within 3-6 business days.

Both eChecks and Instant Transfers are ways to pay with your bank account. With an Instant Transfer, the recipient receives the money right away. You only need to have a confirmed U.S. bank account to send an eCheck, but an Instant Transfer also requires a backup funding source such as a credit or debit card registered on your account.

For buyers:
Before you make a payment, make sure you have enough money in your bank account to cover the eCheck. If there's not enough money in your bank account, the bank will decline the payment and PP will represent it a second time.

You cannot send an eCheck if the Instant Transfer option is available. eChecks cannot be partially funded by a PP balance, so the full amount will always be requested from your bank.

If you'd like to cancel an eCheck after it's issued, please call your bank. If you'd like to cancel an eCheck that has already cleared, please contact the seller directly to request a refund.

For sellers:
If you are issuing a refund and don't have sufficient funds available in your PP balance, an eCheck with the full refund amount will be issued. Note that an eCheck for the full amount will always be requested from your bank, since eChecks cannot be partially funded by a PP balance.


How do I pay for a payment request or invoice?

You can pay a money request or invoice by clicking Pay Now in the email we sent you.

If you don't have an account, you can create a new account before you pay. If you don't want to create an account, you can pay using a credit or debit card.

Here's how:

  1. Check your email inbox for an email from us that includes the money request or invoice.
  2. Click the Pay Now button in the email. (If you don't see it, click the link in the email, or copy and paste the link into your browser's address bar.)
  3. If you already have an account, enter your password and click Log In.
  4. Review the money request or invoice, and then click Pay Now to complete your transaction.

Or:

  1. To create a new account and pay using your new account, click Continue and follow the instructions.
  2. To pay without creating an account, click debit or credit card.

If you don't have the email we sent you, you can pay your money request or invoice by logging in to your account. You'll see the money request or invoice on your Activity.


I sent an eCheck, but the payment is pending. Why?

An eCheck is an electronic funds transfer from your bank account to another customer's account. It is used to fund a payment that is sent from your account. It's like writing a check, but you send it electronically. It usually takes up to 3-6 business days for an eCheck to clear and the money to appear in the recipient's account.

If you are a buyer making a purchase or sending a payment, make sure you have enough money in your bank account to cover your eCheck payment. If there's not enough money in your bank account, the bank will decline the payment and PP will request it a second time.

Next time, you can pay instantly from your bank, by adding a credit or debit card to your account. Adding a card will allow you to pay from your bank instantly while using it as a backup payment method.

When you send an eCheck, you're able to see from which bank account your money is being transferred.

Once you click Send Money Now, go to the Summary page. There, you'll see the eCheck payment as "Pending":

Please note:


What is my backup payment method?

When you don't have enough money in your PP balance to pay for something, you can choose how you want to pay. When you choose your payment method, you can also choose a backup payment method.

If your payment can't be completed using the payment method you choose, we'll use your backup payment method.

To change the backup payment method for an Instant Transfer payment:

  1. Log in to your account.
  2. Click Send & Request.
  3. Click Pay for goods or services or Send money to friends or family.
  4. Enter the recipient's email address, the amount you're sending, and click Next.
  5. Click > in the "You're paying with" section.
  6. Choose the payment method you wish to pay with.

Instant Transfer is the default payment method. You can only select another payment method on a transaction-by-transaction basis. The backup payment method can't be changed once the transaction has been sent.

As of October 31, 2016, you will be able to select a preferred funding method for payments made through the regular checkout process as well as Goods and Services via Send Money. You will also have the option to select a different preferred method for online purchases vs. in-store purchases.

Important: It's a good idea to make sure that you have enough money in your bank account before choosing it as your payment method. Many banks charge fees when you try to pay with your bank but don't have enough money in your account.


What is PP.Me?

PP.Me is a faster, easier way to get paid through PP. Just share your very own PP.Me link (PP.Me/YourName) with your friends and family, and they can send you money for lunch, chip in for a group gift, or any other reason they need to pay you back.

Have your own business? Set up a PP.Me/YourBusiness and get paid quickly for the goods or services you provide. Your customers will love the ease and the PP Purchase Protection for their eligible items.

Your friends and customers don't have to have an account, know your email address or mobile phone number, or even have the PP app. They can just tap on your link, go to your PP.Me, type in the amount, and send the money.

Do I need an account to create my PP.Me link?
No. If you don't have an account, you can create one when you sign in to PP.Me. To open an account, you'll need to provide your name, address, phone number, and email address.

How do I create my own PP.Me link?
Just visit PP.Me to grab your link. If you already have an account, you're all set. If you don't, signup is fast and free.

Is it free to set up?
It sure is! PP doesn't charge a fee to open an account or set up a PP.Me link.

Can I share my PP.Me link on social media?
Yes. There are several ways to share your link. The easiest way (if you remember your link) is to go to your preferred social media site/app and just type in your PP.Me link. Twitter and Facebook will recognize the link and automatically pull up additional metadata about it.

If you don't remember your link, simply go to your PP.Me management page, go to www.PP.Me and login. From your "My PP.Me" page, you'll be able to share your link on Twitter, Facebook, Whatsapp (if you're on a mobile device), and SMS by selecting the relevant icon. NOTE: You'll be required to log in to Facebook and Twitter in order to share your link.

You can also copy the link and paste it into any third-party app you wish to share the link through.

What do I do if I forgot my PP.Me link?
Customers who do not remember their PP.Me link can access it by:

  1. Going to www.PP.Me and selecting Login or My PP.Me
  2. Logging into your account at www.pp.com/ppme/my

Why was my payment declined? Troubleshooting tips

There could be several different reasons you're seeing a decline error message or your payment won't go through.

If your credit or debit card was declined, check to see if:

Your card is expired or out of date—if the card you have on file doesn't have your current billing address or is expired it will be declined. You can update your card's expiration and/or your billing address quickly and easily in your account.

You need to confirm your card—your card may need to go through a confirmation process. Please note if there's no "confirm credit card" link on your card details page within your PP Wallet, you don't need to complete this step.

Your credit card company or bank has more information—if the above steps don't solve the issue, you can call your credit card company to identify the problem. To protect your privacy, your credit card company or card issuer doesn't tell PP why your card was declined. If you can still use your card, please try your transaction again.

If your payment won't process with your bank account or you're still having problems with your card, try:


How do I choose and change my payment method?

With PP, you can use a bank account, your PP balance, or your Visa, MasterCard, Discover, or American Express card as your preferred way to send money for goods and services or to pay for things online.

You can select and change your preferred way to pay online whenever you want by logging in to your account. Here's how to select your preferred way to pay online:

  1. Click Wallet.
  2. Under Payment Methods, click the payment method (your card, bank, or balance) you would like to make your preferred payment method.
  3. Click Make this preferred when paying online.

Please note that you need to link a card or link a bank to your account before you can select it as a preferred way to pay.

There is no fee when you pay for goods, services, or eBay items with PP.


What is Pay After Delivery?

With Pay After Delivery, you don't have to pay for your purchase until after you receive your item. Only certain purchases offer Pay After Delivery as a payment method. If it's available, you'll see the option on the Review Your Information page during checkout. There is no fee to schedule a payment using Pay After Delivery.

When you use Pay After Delivery, we pay the seller right away, so there's no delay in sending you the item. We withdraw the payment from your bank account 14 days later.

You still have full coverage on your payments. If you don't receive your item or the item isn't what you expected, just let us know by reporting a problem in the PP Resolution Center. If you report the problem within 14 days of making your purchase, we'll put your payment on hold and you won't pay until the dispute is resolved.

Note:


What are micropayments?

PP's micropayments price is 5% + $.05 and is designed for merchants who process low-value transactions (typically under $10 in value). The micropayments rate is available to all merchants and in all countries where Business accounts are available. If you sign up for micropayments, you will be charged the micropayments rate on all transactions regardless of payment size.


How do I change my backup payment method?

A backup payment method allows you to send a payment even if you don't have enough money in your PP balance. Your backup payment method can be a linked bank account, debit or credit card, or credit product.

Here is how to change the backup funding source for an Instant Transfer payment:

  1. Log in to your account.
  2. Click Send & Request.
  3. Click Pay for goods or services or Send money to friends or family.
  4. Enter the recipient's email address, the amount you're sending, and click Next.
  5. Click > in the "You're paying with" section.
  6. Choose the payment method you wish to pay with.

Instant Transfer is the default payment method. You can only select another payment method on a transaction-by-transaction basis. The backup payment method can't be changed once the transaction has been sent.

As of October 31, 2016, you will be able to select a preferred funding method for payments made through the regular checkout process as well as Goods and Services via Send Money. You will also have the option to select a different preferred method for online purchases vs. in-store purchases.


How do I cancel a subscription?

Cancelling a subscription cancels all future scheduled payments of that subscription. A subscription can be cancelled up until the day of the next scheduled payment.

  1. Click the SettingsIcon Settings icon near the top of the page.
  2. Select Preapproved Payments under "Payment settings."
  3. Select the merchant whose agreement you want to cancel and click Cancel.
  4. Click Cancel Profile to confirm your request.

What is the difference between our Payflow Payment Gateway options?

PP has two gateway options that give you different levels of customization for your online checkout pages.

Payflow Link is cost-efficient, PCI-compliant, and works with your existing merchant account. At checkout, your customers enter their payment details on a secure, PCI-compliant template hosted by PP. You can choose to integrate our embedded template (which sits right in your website), or you can choose a customizable full-page template. All templates include PP and credit, so your customers have more options to pay. Payflow Link has no setup or monthly fees.

Payflow Pro is a fully customizable gateway, so you can build a checkout experience as unique as your business—from language and layout to page sequence and PCI compliance options. You can add a PP button to help drive more sales, or use our hosted pages and offer credit, too. Payflow Pro has a $99 setup fee and a monthly fee of $25.

There are optional features such as additional fraud protection, recurring billing and buyer authentication. Click here to see pricing.


What is Instant Payment Notification (IPN)?

Instant Payment Notification is a message service that notifies you about updates to your PP transactions. You can use it to automate administrative functions, such as fulfilling orders, tracking shipments, and providing status updates.

Instant Payment Notifications can update you on the following items:

Instant Payment Notification is automatically included with PP Payment products, Express Checkout, and Standard Checkout.

To learn more about Instant Payment Notification, visit http://www.pp.com/ipn/


What is the difference between Payment Data Transfer (PDT) and Instant Payment Notification (IPN)?

The primary function of Payment Data Transfer is to display payment transaction details to buyers when they're redirected back to your site upon payment completion. There are cases where you don't receive notification of all transactions, such as with pending transactions, refunds, reversals, or if you've enabled the account Optional feature. For these reasons, or if you are using this data to fulfill orders, PP recommends that you enable Instant Payment Notification.

Both Instant Payment Notification and Payment Data Transfer send back the same data; however, there are several differences.

Payment Data Transfer:

Instant Payment Notification:

For more information refer to the PP Payments Standard Integration Guide by following these steps:

  1. Go to https://developer.pp.com/.
  2. Click Documentation.
  3. Under "Classic API References," click Products.
  4. Click PP Payments Standard.

Can I use PP to pay in stores?

You can use PP to shop in stores, with various payment methods.

Set your payment preferences

When you use PP in stores, you choose how you pay. When you activate in-store checkout, you'll be prompted to choose your preferred payment method, then your backup payment method. You can use any combination of available payment methods, such as your PP balance, bank account, credit card or debit card.

To change your payment preferences:

  1. Go to your Settings.
  2. In "Payment preferences", scroll to your payment methods, then click Update.

Your in-store purchases then will settle instantly using your preferred payment method. If there's not enough money using that method, we'll use your backup payment method instead.

Changing your payment preference in the store

You can use a smartphone to update your payment preferences in the store, but it's best to do it ahead of time. Updating your preferences before you go to the store will help checkout go more quickly.

You can also manage your payment preferences for online checkout in your Settings. Learn more about payment preferences.


How do I use PP with MovieTickets.com using Cortana?

Using Cortana on your windows device, you can order movie tickets from Movietickets.com and pay with PP.

Just ask Cortana what's playing at your local cinema. For example, "Ask MovieTickets.com what movies are playing at Oakview AMC." If it's the first time you're doing this, you'll be asked to connect Cortana to MovieTickets.com.

You'll see a list of movies at the theater you mentioned. You can then tell Cortana which movie you want to see. When you're selecting the number of tickets to get, you can tell Cortana how many adult and child tickets you need. If you need to choose where to sit you can do that as well.

When you're ready to pay tap or say, "Proceed to checkout with PP." You'll be taken to the PP website. From there you can choose your payment method and complete your transaction to buy your movie tickets.


Why is the order status pending?

If the order status is "Pending", your order has been received by the seller, but your payment has not yet been processed.

For most purchases, the seller will complete the payment within a few days of receiving the order. For purchases of goods, many sellers will complete the payment when they are ready to ship your purchase. For some purchases, such as services, rentals, or hotel stays, the seller will complete the payment after your purchase is fully delivered.

The status of an order will continue to display as pending until it expires, is completed, or has been voided, which can take up to 30 days.


Why is the payment I sent pending? What if I want to cancel it?

You can usually cancel payments that are in a pending or unclaimed status. These payments will have a status of "Unclaimed" and will show in the "Pending" section of your account. This does not apply to an order you would like to cancel. Please reach out to the merchant to discuss options for a cancellation and request a refund.

If the payment is completed, you won't be able to cancel it. You'll need to contact the recipient (or seller) and request a refund.

Here's how to cancel a pending payment:

  1. On the Summary page, locate the pending payment
  2. Click Cancel under the pending payment.
  3. Click Cancel Payment.

You can only cancel a pending payment that has a "Cancel" link next to it. If the payment you sent pending for 30 days, it will be canceled automatically and refunded to you. If you sent the payment using a Debit or Credit card, the refund will credit to the card used. It may take up to 30 days for the card to be credited. If you sent your payment using a bank account and the payment is canceled, it will be refunded to your PP balance. If the payment has not cleared your bank yet, please allow 3-4 business days for the funds to appear in your balance. Once the payment is in your balance you can withdraw the funds to your bank account.

If you are unable to cancel the payment and need a refund, please contact the recipient of the payment.

If the recipient doesn't agree to refund your money, you may be able to open a dispute in the Resolution Center, where you'll be able to communicate directly with the recipient/seller and try to resolve any issues.


Why has my credit or debit card been charged twice?

When there are multiple charges for the same transaction on your credit or debit card, it may be because you inadvertently clicked Send Money more than once.

To get your money back, you'll need to contact the recipient and request a refund.

Here's how:

  1. Log in to your account.
  2. Find your payment on the Summary page or click Activity if the payment is older.
  3. Find the transaction for which you want a refund.
  4. Click the transaction to find your recipient's contact information.
  5. Send your recipient an email asking for your money back.

You can check for duplicate payments any time by clicking Activity. If there are no duplicate payments on your account you should consider contacting your card issuer.


To which email address should my customers send payments?

You can ask your buyer to send their payment to any email address that you have added to your account. You can add up to 8 email addresses to your account.

If a buyer sends their payment to an email address that you haven't added to your account, we'll send an email to that address. After you add that address to your account, the money appears in your PP balance.

If a buyer is paying you for an eBay item, they must send their payment to the email address you selected when you listed your item. (You entered this email address on the Sell Your Item form.)


Why was my payment denied, refunded, or unclaimed?

To find out why your payment hasn't been claimed yet or was denied or refunded, contact the person to whom you sent your payment.

Denied: If your payment was denied, it means that the recipient chose not to accept it. You may be able to find out why on the Activity page. A payment can also show "denied" when a card payment is attempted, but is declined by the card issuer.

Refunded: If your payment was refunded, it means that the recipient accepted the payment but then sent your money back to you.

Unclaimed/Pending: If your payment is pending, it means that the recipient hasn't accepted it yet. There are a few reasons why your payment might be pending.

A payment might be pending because:

If your payment is unclaimed/pending for 30 days or your payment was denied or refunded, you'll get your money back.

If you paid with your debit or credit card, the money will go back to your card. (It can take up to 30 days for the refund to appear on your card statement.) If you paid with your PP balance or bank account, the money will be returned to your PP balance.


How do I check the status of a transaction?

Here's how to check the status of a transaction:

  1. Log in to your account.
  2. On the Summary page, is your most recent account activity, and under the payment is its status.
  3. To view all of your transactions, click Activity near the top of the page.

How can I get my held payment released faster?

Here are some tips that may help make your payment available sooner:


My payment was denied, but the money has not been returned to me. Why?

It can take up to 30 days from the date you made the payment for the money to be returned to you. If you paid with a credit or debit card, the money will go back to your card. If you paid with your bank account (eCheck or Instant Transfer) or PP balance, the money will go back to your PP balance.

If you used a redemption code or gift certificate, the code or certificate will be returned to your account. You can use the code or certificate for another purchase.

Refunds are in the same currency and at the same conversion rate as the original payment.


Why was money automatically transferred from my bank account or credit card to my balance?

You may have set up automatic transfers to your PP balance to cover micropayments (less than $4.00 USD).

Here's how to review and update your settings:

  1. Log in to your account.
  2. Click the Settings icon next to "Log Out."
  3. Click Preapproved payments.
  4. Select the payment preference you wish use.
  5. Click Update settings .
  6. Click Yes to update your settings.

You can update your settings once every 6 months.


Can I see a monthly statement of my account activity?

Yes, you can see a monthly statement of your account activity. Here's how:

  1. Click Activity.
  2. Click the Statements dropdown and select Account statements (PDF).
  3. Click a statement to view or print.

Your most recent monthly statement is ready after the 10th of the current month and is available for three months. The statement includes all PP transactions and starting and ending balances.


I sent an eCheck payment. How long does it take for my recipient's account balance to reflect it?

It can take several business days for your eCheck transfer to complete and the recipient can use the funds from your payment. Here are estimates based on which country your bank account is from.

Your eCheck payment does not appear in your recipient's balance until the transfer is complete.


How do I download my transaction history?

Here's how to quickly download your transaction history in your personal account. (if you have a business account, please log in to see the steps that apply to you)

1. Log in to your account.
2. Click Activity.
3.Select Detailed to show "gross" amounts.
4. In the Statements dropdown, select Activity export.
Find tax statement
5. Choose a custom date range and select Download History.(You can download up to 3 years of prior transaction history.)


Can I view payments I made before opening a full account?

Yes. Once you open an account, you can view transactions you made as an unregistered PP user.

When you sent your payment through PP, you received an email receipt. If you still have access to that receipt, just open the email and click the Sign Up Now link to sign up for an account. If you no longer have the email receipt, visit https://www.pp.com/signup. Or contact us and we'll resend the receipt.

Once you've opened your account, you can find a record of your previous transactions by going to your Activity page..

Note: In order to view your transactions, you must register the credit card number used to make the purchase.


What is the Electronic Communications Delivery Policy?

The Electronic Communications Delivery Policy describes how we electronically send you transaction receipts, statements, and other important account info.

To agree to the policy, please log in to your account. You'll see a pop up page asking you to accept the policy upon login, unless you've already done so.

You can also see the Electronic Communications Delivery Policy by clicking Legal at the bottom of the PP home page.


I received an eCheck, but the payment is pending? Why?

An eCheck is an electronic payment funded by the buyer's bank account. It may take up to 3-6 business days for an eCheck to clear.

If you are a seller who has received an eCheck payment, note that the transaction will show "Pending" under your Summary page, and you'll be able to confirm it's an eCheck payment once you click the transaction:

Here you'll find the expected payment clearing date.

Do NOT ship any items or provide any services until the eCheck clears and payment shows available in your PP balance.

If you don't want to wait 3-6 business days to receive the eCheck, you can cancel it by clicking Cancel payment under the transaction details.


How do I get paid?

To get paid, someone must send a payment to your email address. We'll send you an email at that email address to let you know you have a payment. To receive your payment, you must open an account and confirm that email address.

If you already have an account, log in to your account and click Activity at the top of the page to view the details of your payment.

As soon as you receive the payment, it goes into your PP balance. When you have a PP balance, you can either use those funds to send a payment or you can withdraw the funds. Log in to your account and click Transfer to your bank to view your withdraw options.


Why is my payment from a sale on eBay on hold?

When you get paid for items sold on eBay.com, your payment might not be available immediately. Your money is usually available in 21 days or sooner to ensure your buyers receive their items (Note: the money may not be released until later in the day).

Your payments may be pending in your PP balance because:

Why does PP do this?

Delaying funds availability is a common industry practice we implement to help ensure the safe and secure use of PP by both buyers and sellers. By placing your money in your pending balance, we can ensure there is enough money in your account to resolve any issues that may arise with your account such as chargebacks or disputes. The money still belongs to you. It's just temporarily not available to use, until your buyer has received the item they ordered in the condition promised.

In the future, you may be able to have funds made available to you immediately if you meet certain requirements, which include:

You can also view these on the Notifications page of your account.

Notification
How can I get access to my funds faster?

If you are experiencing delayed funds availability, here are some shipping tips that may help make your payment available sooner:

To help ensure a successful transaction, we always encourage sellers to adhere to the following best practices:


I received a payment notification email, but the payment does not appear in my account. Why?

If you're notified that you've received a payment, but you don't see it in your account, there are a number of possibilities:

Fake emails, also known as phishing emails, attempt to collect your personal and financial information. These fake emails often link to fake websites that encourage you to enter personal information such as credit card numbers, passport or driver's license numbers, and account passwords.

If you think you've received a fake email, forward it to spoof@pp.com then delete the fake email from your inbox.

Please note: funds sent to your account will not be automatically transferred to your bank account. To transfer money to your bank account, log into your account, click Transfer to your bank below your PP balance, and follow the instructions on the screen.


How do I request payments or send an invoice?

Here's how you can ask someone to send you money:

  1. Click Send & Request at the top of the page.
  2. Click Request from anyone or Create Invoice.
  3. Enter the required information.
  4. Click Next.
  5. Enter the amount you are requesting and click Request Money.

You can request money from more than one person at a time. Just enter their email addresses, separated by commas.


Can I cancel a money request or invoice that I've already sent to someone?

Yes. You can cancel a money request or invoice at any time:

  1. Log in to your account.
  2. Click Cancel under the pending request on your Summary or Activity page.
  3. Confirm by clicking Yes.

What is the easiest way to calculate fees?

One of the easiest ways to calculate PP fees paid for the year is to input your fee deductions into Microsoft Excel by following these steps:

  1. Download your transaction history for the year and import it into Microsoft Excel. Make sure to download your history as "Comma" or "Tab Delimited"
  2. Change the column format to Accounting by:
    1. Highlighting the entire Excel column where your fees are listed (click the very top cell of the column where the column letter is located). The entire column should be highlighted.
    2. Right click with your mouse on the highlighted area and select Format Cells.
    3. Select Number and then Accounting in the category window and select 2 decimal points.
    4. Click OK.
    5. Click on the empty cell under the last amount in the Fee column and press the Auto Sum button on the Excel Formatting bar (located under the main menu bar). The Auto Sum feature looks like a sideways letter M and is located to the right of the Insert Hyperlink button.
    6. Verify the sum action for the current highlighted column by pressing the Enter key on your keyboard. You fees total will be calculated and entered into the cell you clicked on in Step 5.

Note: PP cannot help you with any issues regarding Microsoft Excel.


I don't have an account. Why did I get an email that I received a payment?

PP is an account-based system that allows members to send online payments to anyone with an email address or mobile number.

If you received a payment notification from PP, someone may have sent a payment to you. You can accept the payment by clicking Sign Up at the top right of any PP web page. Should the recipient not already have an account, they must create an account to accept the payment or the amount will be refunded to the sender.


Can I request money from someone who does not have an account?

Yes. Recipients receive an email notification prompting them to sign up for an account. This feature is available for the following Website Payments buttons: Buy Now, Donations, and Add to Cart buttons.

Recipients can pay you with their credit cards through PP if you are a merchant and have the account Optional feature turned on.


What is a temporary hold?

When a temporary hold is placed on a payment, the payment is delayed. The money is not available to the person who sent the payment or the person who is receiving the payment.

In deciding whether to apply payment holds, PP reviews many factors including:

Holds are typically placed on:

If you're a new seller, your payments may be delayed by up to 21 days so that we can make sure your buyer is satisfied with their purchase. You can often get your payments sooner if you provide us with an online tracking number that confirms delivery of your item.

For more information on eBay payments, click here and you will be directed to eBay's customer support page.


What is the app integration with Siri and how does it work?

If you use iOS 10 and have an account, you will now be able to use Siri to send and request personal payments.

Simply activate Siri, tell it who you want to send money to, what amount you would like to send and in which currency. Siri will then either let you complete the transaction from Siri or pass the information to the PP app for you to complete the transaction.

Here are the steps:

  1. Open Siri.
  2. Tell Siri that you want to send money to your friend using PP. For example, say: "PP $125 USD to Jenny." If you haven't granted permissions for allowing PP to connect to Siri, you'll be prompted to enable Siri on PP.
  3. If you have Touch ID enabled with the PP, Siri will prompt you to authenticate with TouchID. If you're paying Friends and Family using a single currency and a single funding instrument (such as just your PP balance or only your bank), you'll see a review screen within Siri to complete the payment.
  4. Otherwise, Siri will ask you to complete the payment using the PP app.
  5. You'll need to log in to the PP app and review your transaction before submitting it.

Your payment will be processed just like when you submit it through the PP app.

If you are requesting money, the steps are similar. You can say "Request $50 USD with PP from Bill for dinner."


Where is my refund?

You can view the status of your refund in your Activity.

Here's how to view the latest status:

  1. Click Activity at the top of the page.
  2. Click Advanced search to see the dropdown menu.
  3. Select Refunds.
  4. Select the desired date range to see your refund.
  5. Click the refunded transaction to view the details.

Here are a few common refund statuses:

Pending: If your refund status is Pending, It could be because PP has not yet received the funds from the buyer's bank for the Instant Transfer, or that the seller issued an eCheck that has not yet cleared from their bank. It usually takes 3-5 business days for the money to become available in your PP balance.

Refunded or Partially Refunded: If your refund status is Refunded or Partially Refunded, it means that the refund is complete. The money should be back in your PP balance or on your credit card.

Temporary hold: If your refund status is "held," it means the transaction was refunded before it has cleared your bank. This process takes 3-5 business days to complete, and the refund will be credited to your balance once the process is completed.

Where is my refund sent to?

How your money is refunded depends on how you made the original payment.

Refunds to credit or debit cards can take up to 30 days depending on the card company involved.


Why is my payment being held for 21 days?

If your payment is on hold or not available right away, we'll notify you via email or an alert on your Summary page.

Why are my funds being held, and when will they be available?
Delaying funds availability is a common industry practice we implement to help ensure the secure use of PP by both buyers and sellers. By placing your money in your pending balance, we're trying to make sure that there's enough money in your account to resolve any issues that may arise with your account such as chargebacks or disputes. When subject to a hold, the money is temporarily not available to use.

If there aren't any issues with your transaction or account, the payment will typically move to your available balance within 21 days after receipt (the money may not be released until later in the day).

Your payments may be placed on hold in your pending PP balance because:

  1. You're a new seller with PP - It takes time to build history to demonstrate a pattern of positive buyer-seller transactions. By building a positive selling activity, your funds may become available immediately.
  2. You have performance issues or a high rate of buyer dissatisfaction or disputes - The percentage of refunds, disputes, and chargebacks compared to sales on your account seller performance. Having performance issues increases the likelihood of received funds being temporarily unavailable.
  3. The payment you received may be considered unusual for your selling pattern - You may be selling higher risk items such as tickets, gift cards, electronics, or travel packages. Unusual sales activity could also include a recent spike in sales, a change in average selling price, or a change in business model or type of item being sold. Also, if you had been selling on eBay but are now selling off eBay, this would be new activity.
  4. You were previously an inactive seller-You may not have sold something for a while and you have now begun selling again.
  5. You've been selling for a while but opened a new account-If you're an established merchant, but opened a new account, that account will be eligible for holds until a good history is established.

To help ensure a successful transaction, we always encourage sellers to adhere to the following best practices:

"How do I get my held funds faster?" provides more detail on holds information and the steps you can take to get your funds released early.


Common questions about issuing refunds

Why was the refund I issued taken out of my bank account?

When you send a refund we'll always first attempt to debit it from your PP balance. If you don't have enough money in your account, the entire refund will be issued from the primary bank account linked to your account. It usually takes 3 to 5 business days for bank payments to complete and become available in your buyer's PP balance. Even if the refund status says complete in your account, it could still take a few days for the bank to process (every bank's processing times varies).

Will I get my transaction fee back?

When you grant a refund, you may get a credit for the transaction fees we originally charged.

Here are the different scenarios:

My buyer says they haven't received their refund. Why?

If your buyer used their bank account to make this purchase, the refund may still be processing. It usually takes 3 to 5 days for bank payments to complete and become available in your buyer's PP balance. Additional time may be needed, depending on the buyer's bank. You can find an estimated clearing date for the refund near the payment status on the Transaction Details page.

If your buyer used a debit or credit card to make this purchase, the amount is refunded to that card. Refunds to credit or debit cards can take up to 30 days depending on the card company involved.

If your buyer used credit to make this purchase, the amount is refunded to their credit account.

Can I cancel a refund?

Once a refund has been sent, it cannot be canceled.


How do I request a refund?

You can request a refund of a completed payment by sending the seller an email. Ask the seller to go to the Transaction Details page for your transaction and click Issue a refund. You can request a refund up to 180 days after you pay for your item.

Here's how to find the seller's contact information to request a refund.

  1. On the Summary page select the transaction you want to cancel.
  2. Use the contact information to send the seller an email.

If your seller doesn't agree to refund your money, you may be able to open a dispute in the Resolution Center. You can open a dispute if you didn't receive your item or you received something that doesn't match the seller's description. (You have to open a dispute with PP within the timeframe noted in the transaction details.)

If you sent the payment using a Debit or Credit card, the refund will credit to the card used. It may take up to 30 days for the card to be credited. If you sent your payment using a bank account and the payment is canceled, it will be refunded to your PP balance within 3-5 business days.

How do I withdraw money to my local bank account?


I want a refund. How do refunds work?

If you changed your mind on a purchase or made a mistake you can cancel the payment or ask your seller or merchant for a refund. If you're unhappy with your purchase or you haven't received it, you can also communicate directly with your seller in our Resolution Center.

How and when your money is refunded depends on how you made the original payment:

What you paid withWhere your refund goesWhen you'll get it
Credit card (including credit)Credit cardUp to 30 days

If the card you paid with is closed or invalid, the money will still be refunded to your credit card account.

Bank accountPP balance3 to 5 business days

You can spend the money in your balance or withdraw money from your PP balance to your bank account.

Your PP balancePP balanceSame day as the refund was issued
PP balance and credit cardThe amount you paid with your card is refunded to your card, and the remaining amount is sent to your PP balance.Card: Up to 30 days

PP balance: Same day as the refund was issued

Debit cardDebit cardUp to 30 days

If the refund can't be applied to your debit card, it will be sent to your PP balance.

You can check the status of your refund at any time, by logging into your account.

Here's what those statuses mean:

Refund statusWhat it means
Pending:Your refund has been issued, but the bank is still processing it. It usually takes 3 to 5 business days for the money to arrive.
Refunded or partially refunded:Your refund is complete. The money should be back in your PP balance or on your credit or debit card.
Temporary hold:Your refund was sent before your original payment cleared your bank. This usually takes 3 to 5 business days to process and the refund will be credited to your PP balance once complete.
Completed:Your refund has been sent and completed on the seller or recipient's side. You still may not see the payment in your PP available balance. It may take an additional 3 to 5 business days to process, even if it's marked as Completed.

How long do I have to accept a partial refund offer?

As soon as a seller initiates a partial refund, a buyer has 10 days to accept or deny the offer. If the refund is not accepted or denied within that time period, the offer will expire.


What is Return Shipping on Us and how do I activate it?

Return Shipping on Us is available to customers who have activated the service and have a qualifying transaction on their account. This service is free and applies to physical, tangible goods where the return does not violate the seller's condition of sale.

For more information, check the frequently asked questions section of our Terms and Conditions.

Here's how to activate the Return Shipping on Us feature.

  1. Go to our activation page and click Click here to activate.
  2. Log in to your account when prompted.
  3. Click Visit the refund request page to get started with Return Shipping on Us.

If you don't have an account just click the Sign Up for Free button on the activation page to get started.

How do I request Return Shipping on Us?
To qualify for Return Shipping on Us, please return the purchased item to the seller within the required timeframe and retain your postage receipt and documentation as outlined within the Terms and Conditions.

  1. Click Activity and locate the transaction for the item you have returned.
  2. Click the transaction and then click Request a refund on return shipping link.

How do I add money to my account from my confirmed bank account?

You can add money to your account from a confirmed bank account. You can't fund your account with a credit card.

Here's how to add money from your confirmed bank account:

  1. Log in to your account.
  2. Click Wallet at the top of the page.
  3. Click Transfer Money.
  4. Click Add money online.
  5. Select your bank account (if you have more than one), enter the amount to transfer, and click Add.

Here's how to find out when the money should arrive in your account:

  1. Log in to your account.
  2. Click Activity at the top of the page.
  3. Click the transaction in question. You‘ll see the expected clearing date.

If you haven't received the transfer to your account a full week after you requested it, contact Customer Service.


Options to withdraw your money

It's simple to withdraw money from your account. You can transfer money directly into your linked bank account, use your PP Debit MasterCard, or have us mail you a check.

Bank transfer

The most popular way to withdraw money from your account is to transfer the money directly into your bank account.

Log in to your account, enter the amount you want to withdraw, and select the bank account to receive the money. We securely transfer the amount from your PP balance into your bank account at no cost to you.

Estimated arrival: 1 business day

Transfers made after 7:00 PM ET or on weekends or holidays take longer.

All transfers are subject to review and could be delayed or stopped if we identify an issue.

The minimum you can withdraw is $1.00 USD. Make sure that the name registered on your account matches the name on your bank account.

PP Debit MasterCard

The PP Debit MasterCard is the fastest way to withdraw money from your account.

If you qualify, you can use your PP Debit MasterCard at most ATMs to get cash from your account right away. Select Checking Account when you withdraw money from an ATM. You can also use your PP Debit MasterCard to make purchases anywhere MasterCard is accepted.

You can withdraw up to $400.00 USD from your account from an ATM each day. Additional ATM fees associated with cash withdrawal and foreign payments may apply.

Receive a check

If you don't want to transfer money to your bank account, you can request a check. Log in to your account, click Withdraw money under your balance and select Request a check. Customers in the U.S. should receive checks within 1-2 weeks. It may take up to 6 weeks for customers outside the U.S.

We apply a fee of $1.50 USD for each check.


Can I withdraw money to my credit, debit, or prepaid card?

No. You can't withdraw money to a credit, debit or prepaid card. You can withdraw money to your local bank account or by check.


How do I add money to my balance?

Learn how to add money to your PP Balance using a linked bank account or PP CASH.

Adding money to your account is easy. You can link a bank account to fund your PP balance or you can use PP CASH.

A great way to add money to your account is to link it directly to your bank account. This way, you can transfer money securely to your account at any time and at no cost. It usually takes 3-4 business days for the transfer to go through. We'll email you each time a transfer is complete.

This is an easy way to add money to your account from a local retailer location. Log in and pick a retailer. We'll make a custom barcode to print out or present on your smartphone. Bring your cash and barcode to the register at the retailer. A service fee of $3.95 will apply. Your money will automatically be added to your account, and you'll receive an email confirmation.


Why does my withdrawal status show Complete but the money isn't in my bank account?

A Complete status means we have processed your withdrawal. It still may take your bank several days to make the money available in your bank account.

If there is a problem with your withdrawal, it may take up to one week for your bank to notify us. We'll alert you by email if we learn of any problems processing your withdrawal.

If the bank denies the transfer and returns the money to your account, you'll be notified by email and charged a return fee.


How do I cancel a withdrawal?

Unfortunately, once you've requested a withdrawal from your account, it can't be canceled.


How long do bank transfers take?

Estimated arrival: 1 business day

Transfers made after 7:00 PM ET or on weekends or holidays take longer.

All transfers are subject to review and could be delayed or stopped if we identify an issue.

TIMETABLE

If you need to find out when your bank transfer will arrive in your bank account, feel free to use the table below. Just use the day and time that you initiated your bank transfer to see when it will reach your bank account.


How long does it take to transfer money from a U.S. bank account to my account?

It usually takes 3 to 5 business days to transfer money from a U.S. bank account to your account.

To see when the money should be in your account:

  1. Log in to your account.
  2. Click Transfer to your bank.
  3. The processing time can be found above "Continue."

In most countries, you can't add money from a U.S. bank account. If you try, you'll see a message that says that adding money is not available.

You may still be able to add money from a bank account in your country.


How do I cancel an Add Money transfer from my bank account?

You can't cancel a transfer after you've authorized it. Once the money is in your account, you can transfer it back to your bank. Just log in and click Transfer to your bank under your PP balance.


How long will it take to receive my check withdrawal?

If you're in the U.S., it should take 1 to 2 weeks for your check to come in the mail. If it's been more than 14 business days, please let us know. Just click Contact at the bottom of any PP page.

If you're in Argentina, Brazil, Chile, China, Ecuador, India, Jamaica, or Uruguay, it takes 4 to 6 business days for us to process and mail your check. After we mail it, the delivery takes additional time and it varies depending on your country. In some countries it may take up to 45 days for the check to be delivered.


Will PP have the ability to withdraw funds from my bank account without my permission?

No. PP only withdraws or adds funds with your permission.


How long does it take to transfer money from my bank to my account?

It usually takes 3-5 business days for money from your bank account to be added to your account. Once this process is completed, money will appear in your PP balance and you'll be able to make online purchases or send money to anyone. Here's how to find out when the money should arrive in your account:

  1. Click Activity at the top of the page.
  2. Click the transaction in question to see the expected clearing date.

Did you know you don't need to add money to your account to make a payment? If you want to send money to someone or make a payment through a website, all you need is a linked debit or credit card, or a verified bank account. You can pay anyone directly even with no money in your PP balance. If you want to send money to a friend or family member click here to learn more. If you want to pay a merchant through its website, click here to learn more.

To pay instantly with your bank account, a debit or credit card is needed to back up the transaction. The linked card will only be charged if we're unable to debit your bank account for the amount of the transaction. Click here to learn more about adding a debit or credit card to your account.

If you make a payment using your bank account and don't have a linked card, the payment will be sent via eCheck and will take 3-5 business days to complete. Click here to learn more about eChecks.


Is direct deposit available?

At this time, direct deposit into an account isn't available, however, you can set up direct deposit to a PP Prepaid MasterCard.

Also, for free, you can add money to your account from your confirmed bank account, from a PP My Cash card, or by using PP CASH.

Here's how to add money to your account from a confirmed bank account*:

  1. Log in to your account.
  2. Click Add money under "PP balance."
  3. If needed, confirm your identity by providing additional information, and click Continue.
  4. Review your information and click Submit.
  5. Select the bank account, and then enter the amount you want to transfer to your account.
  6. Click Add.

*Please note that, to protect against the risk of fraud, new PP customers and existing PP customers using a newly-linked bank account may be restricted from using the "Add Money" feature.

Here's how to add money to your account from a PP My Cash Card:

  1. Go to https://www.pp-cash.com/.
  2. Scratch off the silver strip on the back of the card to expose the 10-digit PIN.
  3. Enter the PIN and click Log In with PP.
  4. Select Load it Up!

It may take 3-5 business days for your money to be available when you add money using your bank, but your money is instantly available when you use the PP My Cash card.

Note:

PP CASH is a new feature that allows you to load money to your account at select retailers. There is a service fee of $3.95 that's applied to your account when you use PP CASH.

Here's how to add money to your account using PP CASH:

  1. Log in to your account, select Add Money and click Add money at a Store next to PP CASH. You'll be redirected to the PP CASH registration page.
  2. Select a retailer and we'll make a custom barcode for you.
  3. Print or get the barcode on your smartphone and bring it to the register (along with your cash). A $3.95 service fee applies. The mobile barcode will expire in one hour. The print barcode will expire after 48 hours.

TIP for mobile users: Wait until you are at the retail location to generate your barcode on your phone. Once a barcode is generated on your mobile phone, it will expire after one hour, and you will have to create a new one. If you accidentally close or refresh your barcode page, you'll have to generate a new barcode.


What is PP CASH and how do I use it?

PP CASH is a new feature that allows you to load money to your account at select retailers.

  1. Log into your account, select Add Money** and click PP CASH Add money at a Store which redirects to https://www.pp.com/us/webapps/mpp/ppcash.
  2. Select a retailer and we'll make a custom barcode for you
  3. Print or get the barcode on your smartphone and bring it to the register (along with your cash). A $3.95 service fee applies. The mobile barcode will expire in one hour. The print barcode will expire after 48 hours.
    • TIP for mobile users: Wait until you are at the retail location to generate your barcode on your phone. Once a barcode is generated on your mobile phone, it will expire after one hour, and you will have to create a new one. If you accidentally close or refresh your barcode page, you'll have to generate a new barcode.

**You may be asked to provide additional information before you can add money with PP CASH. Find out more.

If you opt to receive a text message:

  1. Click on the link provided in the text message. If you're not receiving the text with the code, you may need to contact your mobile phone carrier and ask them to turn on short-code text.
  2. When you get to the register, select the "Click at the register" button.
  3. The barcode will be displayed on your mobile device and will not need to be printed.

After you have your barcode in hand, you may have the merchant scan it to load money into your account.

There is a service fee of $3.95 that is applied to your account when you use PP CASH.

PP CASH is also available through the PP App.


How much money can I add through PP CASH?

You can usually add any amount from $20 to $500 per barcode. You may use up to three barcodes or add up to $500 total per day, whichever comes first. The amount of cash you can add may be reduced if there's additional activity on your account between the time you generate the barcode and when you use it.

PP limits you to adding $500 per day, and a total of $4,000 a month to your account. If you have reached either of these limits, you will not be able to use the PP CASH until the next day or month, when your PP limits reset.


My CASH barcode did not work at the store. What happened?

Your barcode may not have worked for a few reasons:

If you still can't use your barcode after checking all of the above, please visit pp.com/help for assistance.


What mobile phones are compatible with the PP CASH?

You'll need a mobile phone that can support a mobile browser to use PP CASH.

Learn more about PP CASH

When will my Android Pay account automatically top up?

The account will automatically top up when you don’t have enough money in your PP balance to complete a transaction. You can also manually add money to your account on PP.com or through the PP app.


How do I link a debit or credit card to my account?

Here's how:

  1. Click Wallet at the top of the page.
  2. Click + Link a card or bank.
  3. Click Link a debit or credit card.
  4. Fill in your card details and click Link Card.

In some cases, in order to ensure you're the card owner, we may ask you to confirm your card. If you see a "confirm credit card" link in the card details section of your PP Wallet, you'll need to confirm your card before you can use it with PP. If you don't see this link, you can begin using your card right away.

Seeing an error message when trying to link your card? View some troubleshooting tips for linking a card.


How do I remove a credit or debit card from my account?

Here's how to remove a credit or debit card:

  1. Log in to your account.
  2. Click Wallet at the top of the page.
  3. Click the card you want to remove.
  4. Click Remove card.

A few things to keep in mind:

You may not be able to remove your card if you have a negative balance in your account. In this situation, you must bring your balance to zero or higher to remove your card.


How do I change the expiration date of my debit or credit card?

Here's how to change your card's expiration date:

  1. Click Wallet at the top of the page.
  2. Under Payment Methods click the card you want to update.
  3. Click Update card.
  4. Enter the new expiration date and the last 3-digit security code (CSC) on the back of the card.
  5. Click Save.

How do I remove a bank account from my account?

Here's how to remove a bank account from your account:

  1. Log in to your account.
  2. Click Wallet at the top of the page.
  3. Click the bank you want to remove.
  4. Click Remove Bank.

Please note that if you're removing your primary bank account and you have other bank accounts linked to PP, you must choose a new primary bank.


Why has my credit or debit card been charged twice?

When there are multiple charges for the same transaction on your credit or debit card, it may be because you inadvertently clicked Send Money more than once.

To get your money back, you'll need to contact the recipient and request a refund.

Here's how:

  1. Log in to your account.
  2. Find your payment on the Summary page or click Activity if the payment is older.
  3. Find the transaction for which you want a refund.
  4. Click the transaction to find your recipient's contact information.
  5. Send your recipient an email asking for your money back.

You can check for duplicate payments any time by clicking Activity. If there are no duplicate payments on your account you should consider contacting your card issuer.


How do I link a bank account to my account?

Here's how to link a bank account to your account:

  1. Log in to your account.
  2. Click Wallet at the top of the page (if you're on a mobile device tap Menu, then Wallet).
  3. Click + Link a card or bank.
  4. Click Link a bank account.
  5. If you don't see your bank listed, then click I have a different bank at the bottom right.
  6. Depending on the bank you select, you may have an option to link your bank instantly using your online banking log in information**.
    If you don't see the option to link instantly:
    • Select Checking or Savings.
    • Enter the bank's routing number and your account number, then click Agree and Link.
    • Verify that your routing and account number are correct and click Continue

**You will need to enter your user ID and password for your online bank account. This information is not stored in our system and is used to match up with your banking institution to confirm ownership. Once this information is entered correctly, your bank account will be confirmed instantly.

If you don't or can't confirm your bank instantly, you will be prompted to manually confirm your bank account (your bank account needs to be confirmed in order for you to use it as a funding option when making purchases).

In 2 to 3 business days, review your bank statement to find 2 small deposits (each between $0.01 and $0.99 USD) that we sent to your bank account. There will be a third entry on your statement combining these two amounts as a withdrawal. For example, you may see two deposits of $.05 and $.15 and a withdrawal of $.20. Enter the 2 small amounts, in this example this would be $.05 and $.15, on the confirm bank screen. With this information, you can complete the confirmation process online or follow the steps below:

  1. Click Wallet at the top of the page.
  2. Click the bank you want to confirm.
  3. Enter the exact amounts of the 2 deposits made to your account, then click Submit.

Important:


Why is there a $1.95 charge on my card statement?

We take the extra step to confirm your card so that we can verify that the card is valid and that you are the card owner. To confirm your card, we'll charge $1.95 to it. After the card is confirmed, we will immediately refund the card. Your card issuer will credit your card balance within 30 days from the date of the refund.

Still need to confirm your card?

Here are amounts for cards in other countries:
• $ 2.45 CAD
• € 1.50 EUR
• 1.00 GBP
• 200 JPY
• 2.00 AUD
• 3.00 NZD
• 3.00 CHF
• 15.00 HKD
• 15.00 SEK
• 12.50 DKK
• 6.50 PLN
• 15.00 NOK
• 400.00 HUF
• 50.00 CZK
• 4.00 BRL
• 10.00 MYR
• 20.00 MXN
• 8.00 ILS
• 100.00 PHP
• 70.00 TWD
• 70.00 THB

If we can't determine or don't support your card's currency, we charge $1.95 USD to the card.


Can one bank account be used on two different accounts?

You can add a bank account to one account at a time. However, if approved, you may be able to add the bank to a second account. You will be informed when linking the bank to the second account if you have been approved.


How do I confirm my credit or debit card?

We ask you to confirm your card to verify you're the card owner.

Here's how to confirm your card:

  1. Click Wallet.
  2. Click the card that needs to be confirmed.
  3. Click the confirm card link (if you don't see the link, you don't have to complete this process).
  4. Read the information on the confirm credit card page and click OK.

PP will send a $1.95 USD charge to your card. After the card is confirmed, we will immediately refund the card. Your card issuer will credit your card balance within 30 days from the date of the refund.

The charge appears on your card statement with a 4-digit code and the word PP. If you view your card statements online, you can check for the code in a few days. Otherwise, check for the code when you receive your next statement in the mail.

Confirm your card by entering the code
Have your 4-digit PP code ready and follow the steps below:

  1. Click Wallet.
  2. Click the card that needs to be confirmed.
  3. Enter the 4 digit code in the box and click Confirm.

Where do I find the PP code to link and confirm my debit or credit card?

You can find your 4-digit PP code on your debit or credit card statement next to or near the charge amount.

Your code will look like this in the item description section of your statement:

PP*1234 CODE or PP*1234 CODE

Please allow 2 to 3 business days for the PP code to appear on your online card statement. If you do not have online access to your statement, you'll need to wait for your statement in the mail.

To enter the 4-digit PP code to confirm your card there should be a notification on your home page. Otherwise:

  1. Click Wallet.
  2. Click the card you're confirming.
  3. Enter the 4-digit PP code and submit.

What credit cards can I use with PP?

You can use Visa, MasterCard, Discover, or American Express to make PP payments.

Another fast and easy option is paying with your bank account. Many PP members choose to pay with their bank accounts because it's a convenient way to keep their spending under control.

However you choose to pay, we'll send you a receipt every time a payment is made from your account so that you can keep track of your transactions. And we look out for you. We'll let you know if we notice any unusual account activity.


Why can't I link a bank account to my account?

Here are some common issues you might encounter when linking a bank account:

We can confirm accounts from most banks and credit unions. Unfortunately, there are some banks that are not compatible with PP, including most online only or prepaid bank accounts.


Can I link the same card to more than one account?

No. For your security, you can add a debit or credit card to just one account at a time. You may, however, add several different cards to a single account.

If your debit or credit card was registered to a different account, you need to log in to the previous account and remove the card before adding it to your new account.

Here's how to remove a card from your account:

  1. Click Wallet at the top of the page.
  2. Select the card you want to remove and click Edit.
  3. Click Remove card.

How do I choose my Primary bank account?

Here's how you can choose a primary bank account:

  1. Log in to your account.
  2. Click Wallet at the top of the page.
  3. Select the bank account you would like to make primary.

Why should I link a bank account or a card to my account?

By linking your bank account or card to your account, you will never need to pull out your wallet and enter card numbers or any personal information when you make an online payment using PP. With just an email address and password, you can conveniently and securely checkout. If you are trying to make a payment, but don't have sufficient funds in your PP balance, the transaction can be covered quickly and easily by your selected primary funding source (bank account or card).

Bank account
Linking a bank account to an account is a convenient way to keep track of your spending. When you link your bank account, it automatically becomes the way you pay when you haven't chosen a preferred payment method or your preferred payment method is unavailable and your account balance isn't enough to cover a transaction. You can easily select other available payment methods at checkout.

Once you link a bank account, paying with your bank is secure. Here's why:

Debit or credit card
You can link your Visa, MasterCard, Discover, or American Express card to send money to family and friends, or to pay for things.

To link your card to your account, the billing address on your card statement must match the address on your account.

You can add more than one card to your account but, for your security, a card can only link to one account at a time.

If your spouse linked your debit or credit card to their account, for example, they need to remove the card from their account before you can add it to yours.
For security reasons, you can only link a card that has a card verification number (also known as a CSC code). We ask you to enter the card verification number when you link the card to your account.

***PP does not charge a fee when you use your card to pay for goods, services, or eBay items.

If you use your card to send money to someone for personal reasons (not to pay for something), we charge a small fee.

You can pay the fee or ask the recipient to pay it. Note that your card issuer may charge a cash advance fee.


How do I transfer my balance to another currency?

You can transfer some or all of your PP balance from one currency to another.

Here's how to convert your balance to another currency:

  1. Log in to your account.
  2. Click Wallet at the top of the page.
  3. Click Manage currencies.

Currency conversions are not available for accounts in Argentina, Brazil, and Malaysia.


What should I do if my balance is negative?

When your account balance is negative, we suggest that you review your recent activity to find out why.


How do I read my balance?

Your PP balance shows how much money you have available in your account, in your primary currency. It does not reflect pending payments, recurring payments or orders that have not been completed. Click PP balance to see a detailed breakdown of different currencies and any held or pending payments.

To view all transactions and activity, log in to your account and check your recent activity. If you see any unauthorized transactions, go to the Resolution Center to report it.


What is funds or payment availability?

PP wants to ensure that all sellers provide consistent customer service and deliver items quickly so that their buyers have a great shopping experience. As part of this effort, some sellers who are still establishing a successful selling history will have payments for goods and services placed in their pending account balance for up to 21 days.

You can usually get your payments sooner if we can confirm that your buyer received their item and is happy with it.

For more information on funds availability (for non-eBay sales), click here.

For more information on eBay funds availability, click here.


Maintaining your PP balance using Balance Manager

How to maintain your PP balance with Balance Manager.

Maintaining a PP balance using Balance Manager

You can use Balance Manager to schedule automatic bank transfers to your account. You decide how much and how often to transfer money into your account - Balance Manager does the rest.

There are 2 ways to use Balance Manager.

With Balance Manager, you always have money in your account. And when you pay with your balance or bank, you don't pay fees to send money to family and friends.

You can turn off Balance Manager at any time.

Get started with Balance Manager

To set up Balance Manager, link a bank account to your account. This allows us to withdraw your automatic transfers directly from your bank account.


How do I close a currency balance?

Make sure your balance is zero before trying to close a currency balance. If you still have money in this balance, you'll need to transfer it to a currency you still hold.

To close a currency balance, follow these steps:

  1. Log in to your account.
  2. Click PP balance.
  3. Select the currency you want to close.
  4. Click Close Currency.

When you close a balance, you'll need to manually accept or deny any new payments made in that currency.


What is unclaimed property

We are required to contact account holders when there have been no logins on the account for 3 years or more and there is money in the account. If you've received a notice of unclaimed property, you can claim the funds by logging into the account. If you do not log in or remove the balance from the account by the date indicated in the unclaimed property notice, the funds will be sent to the state controller's office for the state listed on the Primary Address on the account and the account may be closed.

Before the date listed in the notice letter:

After the date listed in the notice letter:


How do I select a currency for my primary balance?

Here's how to select a currency for your primary balance:

  1. Log in to your account.
  2. Click PP balance.
  3. Click Manage currencies.
  4. Select the currency you want and click Make Primary.

Your primary balance is your default currency. Your default currency is used to send and request payments.


Where can I use PP with Android Pay?

You can use your account with Android pay in 3 ways: To make purchases at any in-store merchant that accepts Discover Contactless Payments, when shopping in an app, or when you use the Chrome mobile web browser to checkout.

When shopping in-store or through an app, Android pay uses your PP balance. Don't have any or enough money in your balance? No problem. We'll automatically use your connected bank or debit card to add money to your PP balance to pay for the purchase.

If you're using the Chrome mobile browser and check out using PP with Android Pay, you'll be asked if you'd like to pay with PP. If you do, put your finger on your Android phone's fingerprint scanner to complete the purchase. There's no need to log in with your username and password—just verify with your finger, and then pay with any of your available payment methods.


How do I change how much comes out each time my Android Pay account automatically tops up?

You can change your automatic top up amount using the PP app or on PP.com. In the PP app, tap the Settings gear icon, then Android Pay, then Automatic top up and then tap Top up amount. On PP.com, log in to your account and click Automatic top up under "PP Balance" on the Summary page. Keep in mind, we will continue to add money in the top up increment you chose to ensure there is enough money available for your purchase.


Can I cancel a payment?

You can usually cancel a payment that is in a pending or unclaimed status. These payments will have a status of "Unclaimed" and will show in the "Pending" section of your account. This does not apply to an order you would like to cancel. Please reach out to the merchant to discuss options for a cancellation and request a refund.

If the payment is completed, you won't be able to cancel it. You'll need to contact the recipient (or seller) and request a refund.

Here's how to cancel a pending payment:

  1. On the Summary page, locate the pending payment
  2. Click Cancel under the pending payment.
  3. Click Cancel Payment.

You can only cancel a pending payment that has a "Cancel" link next to it. If the payment you sent is pending for 30 days, it will be canceled automatically and refunded to you. If you sent the payment using a debit or credit card, the refund will be credited to the card you used. It may take up to 30 days for the card to be credited. If you sent your payment using a bank account and the payment is canceled, it will be refunded to your PP balance. If the payment has not cleared your bank yet, please allow 3-4 business days for the money to appear in your balance. Once the payment is in your balance you can withdraw the funds to your bank account.

If you are unable to cancel the payment and need a refund, please contact the recipient of the payment.

If the recipient doesn't agree to refund your money, you may be able to open a dispute in the Resolution Center, where you'll be able to communicate directly with the recipient/seller and try to resolve any issues.


How do I send money?

With PP, you can send money to anyone with an email address or mobile number.

Here's how to send money:

  1. Click Send & Request at the top of the page.
  2. Select from the 3 options.*
  3. Enter the email address or mobile number to whom you are sending money.
  4. Enter the amount you want to send and click Continue.
  5. Review and confirm the information on the screen and click Send Money Now.

*If you're buying something, select Pay for goods and services. If you're sending money to a friend or family member, pick Send to friends and family in the US or internationally.

We'll send the recipient an email to let them know that you sent them money. If they don't have an account, we'll explain how to sign up for one. PP members must confirm their email address before the money can be credited to their account.


I've signed up and paid for a preapproved payment agreement, such as a recurring payment, subscription, automatic billing or installment plan. How can I find it?

Here's how to view your preapproved payment information:

  1. Log in to your account.
  2. Go to your ProfileIcon Profile.
  3. Click Preapproved payments under "Payment settings."
  4. Click the agreements you want to view.

Please note that you should contact the seller directly with questions about your plan. You can find your seller's contact details in the email you received when you signed up for your plan, or in the transaction details for the plan in your account.


What does the status of my sent payments mean?

Here are some definitions to help you understand the status of a payment you send:


How do I send money to friends or family?

To send money to friends or family, log in to your account and click Send & Request at the top of the page. Select either Send to friends and family in the US or Send to friends and family internationally. Enter the email, mobile number or name of the person you're sending money to, and follow the instructions on the screen.

We'll send an email alerting them of the payment. When they log in to their account, they'll receive their money. If they don't have an account yet, they can sign up with the email address where they received notification of their payment.

If you want to send money on the go, you can use the PP mobile app on your smartphone. We'll send an email or text message telling them they have a payment waiting. If their phone number isn't linked to their account, they can log in and add/confirm their phone number to receive their money.


Do I have to add funds to my account to use PP?

No. If you link a bank account to your account, money is taken directly from your bank account when you make purchases or send money.

Paying with your bank is a quick and easy way to keep track of spending. We'll send you a receipt every time a payment is made from your account so you can keep track of your transactions.


What is the maximum amount I can send with my account?

If your account is Verified, there's no limit on the total amount of money you can send from your account. You can send up to $10,000 in a single transaction. (This amount can vary, though, depending on your currency.)

If your account is Unverified, there's a limit on the total amount of money you can send from your account.

Here's how to view your verification details:

  1. Click See how much you can send with PP on the bottom left side of the page.
  2. Follow the steps to verify your account.

Get verified

With a Verified account, there's no limit on the total amount of money you can send from your account. You can send up to $10,000 USD in a single transaction (this amount can very depending on your currency).


What are the payment types when I send money?

You can send money to make a purchase or to make a personal payment to someone. As of October 31, 2016, you will be able to select a preferred funding method for payments made through the regular checkout process as well as Goods and Services via Send Money. You will also have the option to select a different preferred method for online purchases vs. in-store purchases.

If you're making a purchase, there are 2 payment types:

When you make a purchase, the seller pays a small fee to receive your money.

If you're sending a personal payment, payment types include:

You can make a personal payment to anyone in the U.S. for free. Just make sure that you pay for the entire payment using your PP balance or bank account. You can make a personal payment to anyone in the U.S. for free. Just make sure that you pay for the entire payment using your PP balance or bank account. There is a small charge for payments made with a debit or credit card.

Note: We're currently unable to allow personal payments to or from India.


I sent an eCheck, but the payment is pending. Why?

An eCheck is an electronic funds transfer from your bank account to another customer's account. It is used to fund a payment that is sent from your account. It's like writing a check, but you send it electronically. It usually takes up to 3-6 business days for an eCheck to clear and the money to appear in the recipient's account.

If you are a buyer making a purchase or sending a payment, make sure you have enough money in your bank account to cover your eCheck payment. If there's not enough money in your bank account, the bank will decline the payment and PP will request it a second time.

Next time, you can pay instantly from your bank, by adding a credit or debit card to your account. Adding a card will allow you to pay from your bank instantly while using it as a backup payment method.

When you send an eCheck, you're able to see from which bank account your money is being transferred.

Once you click Send Money Now, go to the Summary page. There, you'll see the eCheck payment as "Pending":

Please note:


Can I use credit to Send Money?

Yes! Here's how:

  1. Click Send & Request at the top of the page.
  2. Select Pay for goods or services or Send money to friends or family.
  3. Enter the email address or mobile number of the recipient.
  4. Click Next.
  5. Review the payment method and amount. Click Change Payment Method to select credit as your payment method.
  6. You can add an optional message to the recipient.
  7. Click Send Money Now.

Your transaction will appear on your monthly credit statement.

Promotional offers don't apply to Send Money transactions.


How do I send a payment in another currency?

Here's how:

  1. Log in to your account and click Send & Request at the top of the page.
  2. Choose how you are sending your money.
  3. Enter the payment details, select the currency from the list, and click Next.
  4. Review your payment and complete your payment.

To see all the currencies that PP supports, click Worldwide at the bottom of any PP page and click 24 currencies. There is a fee when you request a currency conversion, click Legal Agreements at the bottom of any PP page and click PP User Agreement for information on those fees.

Note: Unfortunately, we've had to stop allowing personal payments to be sent to and from India. If you're sending money for a personal payment to India, we ask that you find another way to pay until we're able to restore personal payments to this area.


I sent money to the wrong email address, but the payment is completed. What do I do?

If the payment status is Completed, you need to ask the recipient to send you a refund. You'll find the recipient's contact information on the Transaction Details page.

Here's how to find their contact information:

  1. Click Activity at the top of the page.
  2. Click the transaction.
  3. Locate your recipient's contact information, then contact them and ask for a refund.

If you don't receive a refund, you can open a dispute with PP within the timeframe noted in the transaction details. Here's how to file a dispute:

  1. Log in to your account.
  2. Go to the Resolution Center.
  3. Click Dispute a Transaction.
  4. Select the transaction you want to dispute, and then click Continue.
  5. Select I have a problem with an item I purchased or I want to report a transaction that I didn't authorize.
  6. Click Continue.
  7. Follow the instructions to finish opening your dispute.

How do I send a payment with PP?

To send a payment with PP:

  1. Log in to your account.
  2. Click Send and Request at the top of the page.
  3. Select the type of payment.
  4. Enter your recipient's email address and the amount.
  5. Choose the payment type and click Continue.
  6. Review the details. You can change your funding source by clicking Change under "Payment method".
  7. Click Continue.
  8. Review your payment and click Send Money.

If you have a balance in your account, the funds will be taken from your balance before debiting the remaining funds from your bank account, credit or debit card.

If you don't have an account, you can still pay for purchases with PP using your credit or debit card if your seller offers PP at the checkout.


How do I send an Instant Transfer using my U.S. bank account?

When you send an Instant Transfer, money is securely transferred from your U.S. bank account to your recipient's account instantly. The recipient doesn't see your bank information.

To make an Instant Transfer, you must have a debit or credit card linked to your account to act as a backup payment method. We'll use your backup payment method if your Instant Transfer doesn't clear through your bank account.

Here's how to send an Instant Transfer using your U.S. bank account:

  1. Click Send & Request at the top of the page.
  2. Select your "Send Money" reason.
  3. Enter your recipient's email address, name or mobile number, and the amount you wish to send.
  4. Click Continue (Instant Transfer from your bank is the default method, however you can change it by clicking Change Payment Method).
  5. Review the information on the screen and click Send Money Now.

How do I change my primary currency?

You can change your primary currency anytime by going to your Wallet. Here's how:

  1. Click Wallet at the top of the page.
  2. Click Manage currencies.
  3. Select the radio button next to the currency you'd like to designate as your primary.
  4. Click Make Primary.

How do I link my PP and Xoom accounts?

When you send money within the U.S. or to certain countries, PP handles your transaction, and you will normally see the payment details in your account.

However, if you send an international payment for any of the reasons below, your payment is handled by Xoom, a PP service that provides worldwide money transfers. You'll be asked to log in to your Xoom account, so you can:

If you don't have a Xoom account yet, you can create one right from your account. Once you log in to PP, you'll be able to access these new international payment capabilities by clicking Send & Request at the top of the page. Next, select the option to Send to friends and family abroad, select your country, and select your delivery method. We'll take you directly to Xoom.com and use your PP credentials to create a Xoom account for you in the process. If you already have a Xoom account, you'll be able to link it to your account when you are taken to Xoom.com.

For your convenience, you can use your PP credentials to log in to your Xoom account by clicking the Continue with PP button on Xoom.com.

Have questions or need to contact Xoom? Call or email Xoom Customer Service, or visit their online Help Center:

Call Xoom Customer Service:

Email Xoom Customer Service:

Xoom Help Center:


What is Xoom and how does it work?

Xoom is a PP service that provides worldwide money transfers. It allows consumers to send money, pay bills and reload mobile phones from the United States to 52 countries, including China, India, Guyana, Pakistan, Mexico, Brazil and the Philippines.

You can get started with Xoom by easily creating an account right from your account.

For more information on Xoom, visit the Xoom Help Center.


How do I close my account?

If you close your account, it can't be reopened. Any scheduled or incomplete transactions are canceled. You can't close your account if there are limitations, unresolved issues, or a balance. Also, if you have an email address on your account that you haven't confirmed, remove it from your account before you close it.

To close your account:

  1. Click the Settings icon next to "Log Out."
  2. Click Close your account under "Account options."

How do I Verify my account?

Verifying your account helps make PP even safer for everyone. When you're Verified, it means that you've provided a little more information about yourself to help confirm your identity. After you are Verified, we'll lift your limits so you can withdraw more money. To see if your account is already verified click See how much you can send with PP on the bottom left side of your Summary page.

To verify your account simply go to Summary and follow the steps shown on the page to complete your profile.


How do I close the account of a relative?

Only the account owner can close their account, unless the owner is deceased.

To close the account of a person who is deceased, please collect the documents below and fax them to us:
• A cover sheet from the executor (or a person who is duly appointed or authorized to administer the estate of the deceased customer) identifying the account by the primary email address, stating that the account holder is deceased and that the executor wishes to have the account closed.
• A copy of the death certificate for the account holder.
• A copy of a government issued photo ID (such as a driver's license, passport or state-issued ID) of the executor of the estate.
• Legal documentation or a copy of the will that identifies the executor of the estate.

Note: If this account has a balance, we will also require a letter that specifies what to do with the money that remains in the account.

Please fax the documents to 1-303-395-2815 and our Compliance department will review for account closure.

Once all necessary documentation has been received and reviewed, the account will be closed within 1-2 business days.

We can disburse any money that remains in the account in one of the following ways:


I forgot my password. How do I reset it?

Here's how to reset your password by text:

  1. Go to www.pp.com.
  2. Click Log In at the top of the page.
  3. Click Having trouble logging in? (*do NOT close out of this window or you'll need to restart the password reset process.)
  4. Type the email address you use for PP and click Next.
  5. Select Receive a text so we can confirm this is your account, and click Next.
  6. Enter the 6-digit security code we sent to your mobile and click Next.
  7. Create a new password (type it twice) and click Update.

Go to the password reset page now.
Here's how to reset your password by email:

  1. Go to www.pp.com.
  2. Click Log In at the top of the page.
  3. Click Having trouble logging in? (*do NOT close out of this window or you'll need to restart the password reset process.)
  4. Type the email address you use for PP and click Next.
  5. Select Receive an email so we can confirm this is your account, and click Next.
  6. Enter the 6-digit security code we sent to your email (you may need to check or junk or spam folder) and click Continue.
  7. Select another way of confirming it's you, and click Next.
  8. After going through this last security check, create a new password (type it twice) and click Update.

Go to the password reset page now.

Here's how to reset your password by phone:

  1. Go to www.pp.com.
  2. Click Log In at the top of the page.
  3. Click Having trouble logging in? (*do NOT close out of this window or you'll need to restart the password reset process.)
  4. Type the email address you use for PP and click Next.
  5. Select Have us call you so we can confirm this is your account, and click Next.
  6. You will see a code on the next screen. Use it when you get our call.
  7. Create a new password (type it twice) and click Update.

Go to the password reset page now.

If your password is entered incorrectly too many times, please call us at 1-888-221-1161, Mon-Fri 5:00 AM to 10:00 PM PT and Sat-Sun 6:00 AM to 8:00 PM PT to reset it.

  1. We'll give you a 5-digit code, then send you an email.
  2. Click the link in the email.
  3. Enter the 5-digit code we gave you.
  4. Create a new password and select 2 security questions.

If you're still having trouble logging in, you may just need to clear your cache and cookies from your Internet browser. If you need help doing this, go to your browser's support page, or do a web search with "How do I clear cache and cookies in (Your Internet browser name and version, for example, Internet Explorer 11)?"

***Note: your PP password should be 8-20 characters long and include at least one number or symbol (like !@#$%^).


Tips for creating a secure password

Having a secure, unique password for each of your online accounts is critically important. If a scammer gets just one password, they can begin to access your other accounts. That's why it's important to have a strong, unique password for your PP login.

A strong password should have the following characteristics:

• More than 8 characters long.
• Use lower case, upper case, a number, and a special character [like ~!@#$%^&*()_+=?><.,/].
• Not a word or date associated with you (like a pet's name, family names, or birth dates).
• A combination of words with unusual capitalization, numbers, and special characters interspersed. Misspelled words are stronger because they are not in the dictionary used by attackers.
• Something you can remember.

How often should I change my password?

Normally, there should be no reason to change your password or PIN. But there are a few cases where it's a good precaution. For example:

• You notice something suspicious on your account.
• You suspect that someone you don't trust has your password.
• You notice something suspicious in your email account or other online accounts.
• You have recently removed malware from your system.
• PP asks you to change your password.

If one of these occurs, change your Password, PIN, and security questions immediately. You can change these under personal settings.

If you receive an email asking you to change your password, it could be a case of phishing. Instead of clicking on a suspect link in an email, just log into your account by manually typing the URL. Click the Settings tab, and then Personal Info. You will find the password, security questions, and PIN (if you've set one up) on this page.


What is my account number?

Your account doesn't have an account number or a routing number. Your account is identified by the email address that you log in with. You can't send or receive money until you confirm this email address. After you confirm your email address you can send and receive money and add and withdraw money to your PP balance.

At this time direct deposit into an account isn't available, however you can set up direct deposit to a PP Prepaid MasterCard.

If you don't remember your log in email address, click Log in on any PP page and click Having trouble logging in? so we can help you locate your log in credentials.


How do I open an account?

There are 2 types of accounts: Personal and Business.

Here's how to sign up for an account:

  1. Go to the PP website and click Sign Up at the top of the page.
  2. Select the type of account you would like to open, "Personal" or "Business" and click Next.
  3. Provide your email address, create a password and click Next.
  4. Fill out your personal information and click Agree and Create Account.

You can start to use your new account right away.


How do I set up my email notification preferences?

PP offers several automated email notifications to keep you updated on your account activity. You can choose to receive these emails automatically when:

Here's how you can view and edit your notification emails in your account profile:

  1. Click the Settings icon next to "Log out."
  2. Click Notifications.
  3. Check and uncheck the boxes according to your preference.

Why is my student account being discontinued?

Unfortunately, PP has made a decision to discontinue the PP Student Account and PP Student Debit MasterCard products for all customers effective September 29th. However, the send money feature to transfer funds from the Student Account to the parent's account will be available until November 15, 2016.

If the PP Student account has a remaining balance on November 15, 2016, the funds will be automatically moved by PP on that date to the parent's account.

PP Student Account

PP Student Debit MasterCard

What happens to the money in the Student account balance?
Any money that was not spent from the PP Student account prior to September 29, 2016, can be moved by the parent to their account until November 15, 2016.

Parents can log in to their account, find the module for student account, and click on their student's name. This will take them to the "manage student" account page. Then they can click the radio button transfer money from ‘student's name' to your account. They can just enter the amount and click Transfer Money.

If the PP Student account has a remaining balance on November 15, 2016, the funds will be automatically moved by PP on that date to the parent's account.

Is the PP parent account associated with the PP Student Account still active?
Yes, only the Student Account and PP Student Debit MasterCard are closed. All other accounts and products are still active as normal.

Are there other PP products I can use to send money to my student?
At this time, we aren't introducing a replacement for PP Student Accounts and PP Student Debit MasterCards. We will continue to explore ways to serve our younger population in the future. If the student is over 18 years old, we invite them to sign up for an account so they can enjoy the benefits PP offers, such as sending, receiving, and spending money online and in-stores. We appreciate your business and apologize for any inconvenience.


How do I update my Facebook Messenger notification preference?

It's easy to choose whether you want to receive Facebook Messenger notifications when you make a purchase or send money using PP. Here's how:

  1. Go to your ProfileIcon Settings.
  2. Click Notifications.
  3. Next to Messenger, check or uncheck the box.

How do I view or edit my account information?

Your profile summary for your account contains your registered personal and financial information, including your bank and debit or credit details, registered phone numbers, email addresses, and street addresses. In your profile, you can add additional cards, bank accounts, email addresses or street addresses, phone numbers and even change your password or security questions.

Your financial information is stored in your Wallet and your account information can be found in the Settings section of your account. Follow the steps below to view your settings:

  1. Go to your ProfileIcon Settings.
  2. To change any of your personal information, click any option and follow the steps provided.

How do I change my password and security questions?

Here's how to change your password:

  1. Log in to your account.
  2. Go to your ProfileIcon Profile.
  3. Click the Security tab below your name.
  4. Click Edit next to "Password."
  5. Confirm your current password, enter your new password twice, and click Change Password.

Here's how to change your security questions:

  1. Log in to your account.
  2. Click the Profile icon next to "Log out."
  3. Click the Security tab below your name.
  4. Click Edit next to "Security questions."
  5. Select "Security questions" and click Edit.
  6. Complete the required information and click Save.

You may bypass the steps above by going straight to the Security page.


How do I change my street address?

Here's how to update your address.

  1. Click the Settings icon next to "Log out."
  2. Click Edit in the Address section.
  3. Enter your changes and click Change Address.

We will automatically validate your address, and may suggest a different variation of the address. You can choose one of the options presented or continue with the address you entered.

Please note that you can't change your address to another country. If you're moving abroad, you'll need to close your existing account and open a new account.


I am getting an error when I try to link my credit or debit card. Why?

If you've tried to link your credit or debit card to your account, but received an error message, it may be because:


Can I change my address to another country?

No. Due to banking regulations, you can not change your address to a country that is different from the country you used when you opened your account. If you're moving abroad, you'll need to close your existing account and open a new account. If you maintain residences in 2 countries, you can have 2 accounts as long as only one is a Business account.


What if I forgot my email address?

If you can't remember the email address you use to log in to your account, we can help you.

  1. Go to www.pp.com.
  2. Click Log In at the top of the page.
  3. Click Having trouble logging in?
  4. Click Recover it.
  5. Select I don't know what email address I used and follow the instructions on the screen.

How do I update my email address?

You may add up to eight email addresses to your account. Remember that each email address can only be associated to one account at a time.

If you want to replace your current email address with another one, simply add a new address and remove your old one:

  1. Log in to your account.
  2. Go to your ProfileIcon Settings.
  3. Click + under the Email section.
  4. Type the new email address and click Add Email.

To remove your old email address, simply click Remove next to that email.

Note: Once you add a new email address to your account, you need to confirm it. Click Update next to the newly added email and then click Confirm this email.

Since editing your primary email address is not an option, here's how to update your secondary one:

  1. Log in to your account.
  2. Go to your ProfileIcon Settings.
  3. Click Update next to your email address, under the Email section.
  4. Type the new email address and click Change Email.

How do I edit the billing address linked to my credit card?

Here's how you can change the billing address for your debit or credit card:

  1. Log in to your account.
  2. Click Wallet at the top of the page.
  3. Click the card to update.
  4. Click Edit
  5. Enter your information and click Save.

How do I change the phone number on my account?

Here's how:

  1. Click the Settings icon next to "Log out."
  2. You make changes to your phone numbers in the "Phone" section.

Why can't I change the shipping address for my transaction?

You previously entered an address on the merchant's site. This merchant only lets you pay using only this address. If you need to use a different address, return to the merchant's site and enter the correct address.


How do I change the name on my account?

You can change the name on your account if it's misspelled or if you've legally changed your name. If you have a business account, you can change the contact name for your business. However, it is not possible to change the name on your account to another person's name.

Here's how you can change your name:

  1. Log in to your account.
  2. Click the Settings icon next to "Log out."
  3. Click Update beside "Name."
  4. Select the appropriate option and click Continue.
  5. Follow the instructions to change your name.

If you're changing your business contact name or have legally changed your name, you will need to submit documentation for our review. It normally takes 3-5 business days for us to complete a review.


How do I confirm an address?

To confirm your address, add a debit card or credit card to your account.

Here's how:

  1. Login to your account.
  2. Click Wallet.
  3. Click Link a card.
  4. Enter your card information.
  5. Click Save.

How do I confirm my mobile number?

When you add a mobile phone number, you can also confirm your mobile phone. Here's how:

  1. Go to your ProfileIcon Settings.
  2. Under the "Phone" section, click Confirm next to the phone number you want to confirm. Stay logged in and don't exit from the window. We'll send you a text message with a confirmation code.
  3. Enter the confirmation code into the entry space provided on the screen to confirm your mobile.
  4. Click Validate.

If the confirmation of your mobile is successful, we will send you another text message to confirm that your mobile is now linked to your account. You now can check balances, send money, request money and cancel last payment via SMS messaging.


How do I add my mobile number to my account?

By adding your mobile number to your account, you'll be able to use text messaging to get your balance and send or request money, and if someone sends you money to your mobile number, it goes directly to your account. Please note: These instructions are for personal/premier account holders only. Please log in if you have a business account to see the correct instructions.

  1. Click the profile cog/gear symbol near the top of the page.
  2. Click the plus sign (+) beside "Phone". A new screen will appear, allowing you to add a new phone number.
  3. Select the phone type and enter the phone number.
  4. Check the box beside "Make this my primary phone" if this is your primary phone number.
  5. Click Add Number.

When you add a mobile phone number, we'll send you a text message with a confirmation code. Stay logged in and don't exit from the window:

  1. Click the profile cog/gear symbol near the top of the page.
  2. Under the "Phone" section, click Confirm next to the phone number you want to confirm.
  3. Stay logged in and don't exit from the window. We'll send you a text message with a confirmation code.
  4. Enter the confirmation code into the entry space provided on the screen to confirm your mobile.
  5. Click Validate.

If the confirmation of your mobile is successful, we will send you another text message to confirm that your mobile is now linked to your account. You now can check balances, send money, request money and cancel last payment via SMS messaging.

TAKE ACTION: Click here to add and confirm your mobile phone.


How do I stop receiving Instant Payment Notifications (IPNs)?

To stop receiving Instant Payment Notifications:

  1. Log in to your account.
  2. Click the Settings Icon Settings icon at the top of the page.
  3. Click the Notifications tab at the top of the page.
  4. Select or unselect the email or phone icons indicating how you prefer to be contacted.

**Note that some options to unselect email may not be available as a security precaution on your account. This is to inform you of any money movement occurring on your account.

To stop receiving all notifications on your mobile phone:

  1. Log in to your account.
  2. Click the Settings Icon Settings icon at the top of the page.
  3. Click Update next to the phone number.
  4. Unselect the boxes displayed on the screen.
  5. Click Update Number.

When will my bank account be ready to use?

If you've recently initiated the process of adding a bank account but haven't completed the confirmation process, you won't be able to move money from your bank account to your account. We ask that you confirm your bank account to let us know that you're the real account owner.

When you initiated the process of adding your bank account, we sent 2 small deposits (each between $0.01 and $0.99 USD) to the bank account you wanted to confirm.

If it's been 2-3 business days since you added your bank account, you'll need to check your bank statement or contact your bank to find out the exact amounts of these deposits. With this information, you can complete the confirmation process online.

Once you obtain the amounts of the two small deposits, you'll need to enter those into your account to complete the confirmation process online:

  1. Log in to your account.
  2. Click Wallet at the top of the page.
  3. Click the bank account you want to confirm
  4. Enter the exact amounts of the 2 deposits made to your bank account, then click Submit.

Note: The small deposits are temporary and will eventually be debited from your bank account.


How do I confirm my bank account?

Here's how to complete the confirmation process online:

  1. Click Wallet at the top of the page.
  2. Click the bank you want to confirm.
  3. Enter the exact amounts of the 2 deposits made to your account, then click Submit.

OR

Confirm your bank account now.

The random deposits are temporary and will eventually be debited from your bank account statement.

Two Deposits:

One Withdrawal:

You need to confirm your bank account before you can move money into your account.

If you're in a hurry, you can confirm your bank instantly. Look for the "Confirm Instantly" button on the confirm bank page. You will need to enter your user ID and password for your online bank account. This information is not stored in our system and is used to match up with your banking institution to confirm ownership. Once this information is entered correctly, your bank account will be confirmed instantly.


How do I no longer receive automated calls and texts?

We value our relationship with our customers and we use technology to enhance your experiences with PP. At times, we may use autodialed calls and prerecorded messages to provide you with important information about your account.

However, you can choose to not receive these calls or text messages at any time.

Here's how to no longer receive autodialed calls or text messages:

  1. Click Settings (the cog) near the top of the page.
  2. Click Update next to your mobile phone number.
  3. Uncheck the boxes about contacting you.

Common 1099 and tax related questions

All US payment processors, including PP, are required by the Internal Revenue Service(IRS) to provide information to the IRS about certain customers who receive payments for the sale of goods or services through PP. You can access your 1099-K from your account on January 27th, 2017. Only those customers that meet the 1099-K eligibility requirements will see the 1099-K available for download in their account.

Tips:

You can find more tax related information on the PP IRS tax website.


How can I lift my Withdrawal Limit?

For security reasons, there are initial limits on the amount of money you can withdraw from your account each month. Until you complete certain steps, you may be limited to the amount you can withdraw each month. The start of a month is determined by when the account was opened (for example, May 15 to June 15).

You can lift this limit by completing two out of three steps listed below:

Here's how you can view and lift your withdrawal limit.

1. Click See how much you can send with PP under "More about your account", located on the bottom left side of the page.

2. Under "Withdraw Money" click Remove limit.

3. Complete two of the three requirements listed to automatically lift your withdrawal limit.


What is Buyer Abuse?

PP takes action against buyers with a history of abusing our policies. This includes buyers who may be filing dishonest or excessive disputes, claims, chargebacks, or bank transfer returns.

We offer buyers purchase protection for the following:

However, our purchase protection does not currently cover buyer remorse or issues not listed above that buyers may experience with their purchases.

If you suspect that you are being targeted by a buyer while the case is open, please send us as much information as possible about any related transactions and why you think the buyer may be at fault.

If the case has already been closed, you can appeal the decision on your claim and specifically reference "buyer abuse" as the reason for the appeal.

In both of these cases, we recommend you provide more objective evidence of abuse. While we cannot promise action based on an isolated event, documented and repeated incidences of abuse that multiple parties can attest to provides us with stronger and more defensible justification to take action against a buyer. Due to privacy regulations, we cannot provide you with direct feedback about actions taken against any other accountholders, inclusive of abusive buyers you may have interacted with in the past, but your input and participation is highly valued.

Providing objective evidence about dishonest practices that buyers use, particularly evidence that can be corroborated helps us improve the quality of our buyers and promotes greater trust and safety when transacting with us.

If you need to contact PP about a buyer you can contact us by email or by phone

  1. Go to www.pp.com.
  2. Click Contact near the bottom of the page.

How do I know if my account is limited?

If your account is limited, we will send you 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@pp.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

There are a number of reasons why your account could be limited. For instance, if we suspect someone could be using your account without your knowledge, we'll limit it for your protection and look into 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 account and your bank account, your account will be limited.

In other cases, 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.

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 to improve your seller performance

Receiving an elevated number of claims and chargebacks from your buyers is an indication of poor seller performance, which can lead to account limitations. Following some simple guidelines can help you improve your performance and reduce the likelihood of limitations. Overall, communication and information are key.

You should:

Following these guidelines will help reduce the number of chargebacks, disputes, and unhappy customers, which will in turn reduce the chances of account limitations.

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 before a limitation goes into effect. If you log in to PP and address this warning when prompted, you may be able to prevent the limitation.

If you still have questions about your account access, log in to your account, click Contact at the bottom of any page, and then click Call us.


How do I report unauthorized account activity?

If you notice a transaction that you didn't authorize, let us know right away in the Resolution Center:

  1. Click Resolve a problem in our Resolution Center near the bottom, on the left side of the page.
  2. Click Dispute a Transaction.
  3. Select Unauthorized transaction and click Continue.
  4. Follow the steps to report the transaction.

Remember, you're 100% protected against unauthorized transactions sent from your account.

Be sure to check your preapproved billing agreement payments. This charge could be from a service you signed up for in the past.

Here's how to check and cancel your preapproved billing agreements.

  1. Click Settings ProfilIcon at the top of the page.
  2. Click Payments.
  3. Click Manage preapproved payments.
  4. Select the merchant's name or email address.
  5. Click Cancel.

Scams on Craigslist and Other Classifieds Websites

Although most online transactions are safe, you should use caution when selling items on websites such as Craigslist. Unfortunately, some people using these websites make promises regarding payments through PP but do not follow through with the payment. Look for common warning signs that someone may be trying to scam you:

If any of the above happens to you, end communication with the potential buyer. Always remember that craigslist and other similar sites are intended for local pick up. To learn more about how you are protected as a seller, visit the Security Center.

Please forward all suspicious emails to spoof@pp.com.


How can PP identify activities that are likely to be fraudulent?

Government agencies let us know when they come across new consumer protection issues or activities that are likely to be fraudulent. We prohibit the use of PP to buy or sell a product or service that has been identified by the government as being potentially fraudulent.

For example, we prohibit the use of PP in services that involving misusing personal information, charging fees without providing services, or using deceptive or misleading marketing tactics.

For more information, please review the Acceptable Use Policy by clicking Legal at the bottom of any PP webpage.


What is PP's Infringement Report process?

Our Infringement Report (IR) allows rights owners to identify potentially infringing activity taking place in association with an account. This process can be used to report infringement on websites or other forums offering goods or services through PP.

PP also allows third parties to develop applications utilizing our services. For infringement associated with these applications, rights owners should first contact the developer who created and maintains the application in order to address the matter. If this does not resolve the issue, rights owners can use the IR process to report the infringement to PP.


How do I view the status of an unauthorized claim?

You can view the status in the Resolution Center. Here's how:

  1. Log in to your account.
  2. Go to the Resolution Center. Your open cases will be displayed.
  3. Find your claim in the Open Cases list.
  4. Click the Case ID to check its status.

If you can't find your claim:

  1. Select All Closed Cases from the View list.
  2. Click the Case ID to check its status.

What are common scams and how do I spot them?

Offers that sound too good to be true, probably are
Most of us are careful if a stranger approaches on the street and offers a deal that's just too good to be true. But we're much less cautious online, putting us at risk.

Advance fee fraud
If you get an offer for free money, there's probably a catch. Typically, fraudsters will ask you to send some smaller amount (for taxes, for legal documents, etc.) before they can send you the millions you're promised, but which they never intend to send you.

How to avoid this scam: Don't wire money to someone you don't know.

Overpayment scam

How to avoid this scam:

Prize winnings
Messages asking you to pay a small handling fee to collect some fabulous prize are usually a scam. You send the handling fee and get nothing in return.

How to avoid this scam: Don't send money to someone you don't know. A legitimate prize won't require you to pay in order to receive it.

High profit — no risk investments
These types of investments are usually scams and include messages insisting that you "Act Now!" for a great deal.

How to avoid this scam: Discontinue communication with this person/company.

Fake charities
Scammers use disasters to trick kind-hearted people into donating to fake charities. This usually happens when there is a refugee crisis, a terrorist attack or a natural disaster (like an earthquake, flooding or famine).

How to avoid this scam:
Thoroughly check the background of any charity to make sure your donation goes to real victims. Use resources to check out charities, like the ones below:

http://www.charitynavigator.org
http://www.bbb.org/us/charity
http://www.charitywatch.org

If a charity does not have a website, be cautious.

To learn more about common scams and how to avoid them, search online for advance fee fraud. You can also read the FBI's material on common types of scams. Most importantly: be as cautious online as you would be in the real world.

Shipping Scams
There are several ways fraudsters incorporate shipping into their schemes. Be sure you're familiar with the following:

How to avoid this scam:

Pre-paid shipping label scam

How to avoid this scam:

Package rerouting scam
The buyer reroutes the package so they can file a complaint that they never received it.

How to avoid this scam:

Business / job opportunities
Fraudsters will post fake job opportunities on job-posting sites, dating sites, and via spam email.

Reshipping packages scam

How to avoid this scam:

Employment scam

How to avoid this scam:

If you think you've received a suspicious email or have been directed to a fake website, forward it to spoof@pp.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 into your account and view your transactions. It's also a good idea to change your password.

To report SPAM SMS messages, forward them to ‘7726' (which is the keys for SPAM on most phones). Check with your service provider to find if this service is supported or read more here: http://www.gsma.com/aboutus/.

To view all transactions and activity, log in to your account and check your recent activity. If you see any unauthorized transactions, go to the Resolution Center to report it.


How do I report unauthorized activity on my Debit MasterCard?

PP offers protection for unauthorized transactions and errors.

If you find an unauthorized credit or debit card transaction, or a transaction error, report it within 60 days of when it appeared on your account statement. If we determine that activity was unauthorized after our investigation, you will be 100% protected.

Here's how:

  1. Go to Activity.
  2. Click on the transaction you wish to dispute.
  3. Follow the directions on the Transaction Details page to fill out the Written Confirmation Form
  4. You can dispute the transaction online.
  5. You also have the option to print the form and mail or fax it to us.

PayPal
Attention: PP Debit Card Department
P.O. Box 45950
Omaha, NE 68145-0950

  1. For any type of unauthorized transaction or error, you can call PP Customer Service at 402-935-7733.

After you file your claim, we will investigate and refund any transactions that were unauthorized or mistakes.


What happens if my mobile device is lost or stolen?

If you lose your mobile device, you should deactivate PP within Android Pay as soon as possible.

Here's how:

  1. Log in to your account.
  2. Click Settings (Gear icon), then click Payments.
  3. Click Manage preapproved payments and cancel the latest Active Google, Inc billing agreement.

If you need help, contact us at 1-855-684-1966, Mon-Fri 5:00 AM to 10:00 PM PT and Sat-Sun 6:00 AM to 8:00 PM PT.

You can still use your account to make any other kind of PP transaction, such as online payments.


Why is my account balance negative?

Your account may show a negative balance if there's been a chargeback or a payment reversal because a buyer complaint was decided against you.

To understand why, we recommend that you review your recent account activity.


Why is the payment I received under review?

PP reviews all transactions to help sellers avoid risk. If we think that a payment might be risky or fraudulent, we'll review it and ask you to wait until our review is complete before shipping. The review process usually takes less than 24 hours, but sometimes can extend to 48 hours.

We'll let you know by email or you'll see under your Notifications alert when it's ok to ship an item that's been under review. Payments that clear Payment Review are automatically eligible for Seller Protection as long as the transaction follows Seller Protection guidelines.


My payment is on hold due to an open dispute, claim, or chargeback. Why?

When a dispute, claim, or chargeback is open, the funds will be held in the seller's account and will not be available for use. The funds cannot be withdrawn and will be considered "disputed" until the dispute, claim, or chargeback is resolved. This ensures that the funds are available if a refund is needed.

The seller can use these funds to issue a refund anytime during the dispute by using the Refund link in the Transaction Details page.

Once the dispute, claim, or chargeback is resolved, the remaining funds will be released.

You can view the current status of an open dispute or claim in the Resolution Center by logging in to your account.


Why is my money being held in reserve?

We hold money in reserve just in case you receive payment reversals or chargebacks and your PP balance isn't enough to cover them.

The amount being held in reserve can be found under your Pending balance. From time to time, we may need to adjust your reserve amount. If that happens, we'll email you about the changes.


I did not receive the item I purchased or it is different from the description.

If you have trouble with a purchase, you can communicate directly with your seller by opening a dispute in our Resolution Center.

If you purchased the item on eBay, use the eBay Resolution Center. If you purchased the item on a site other than eBay, use the PP Resolution Center.

There are 2 kinds of disputes:

Here's how to open a dispute:

  1. Log in to your account.
  2. Click "Resolve a problem in the Resolution Center" under Useful information.
  3. Click "Dispute a Transaction".
  4. Select "Item Dispute", then click "Continue".
  5. Click "Find transaction ID".
  6. Click the Transaction ID next to the transaction you want to dispute, then click "Continue".

Note:

For eBay specific information, please refer to eBay's customer support page.


How do I issue a full or partial refund?

You can issue a full or partial refund up to 180 days after you receive a payment as long as its status is "Completed," "Pending," or "Cleared."

Here's how to refund a payment:

  1. Click Activity near the top of the page.
  2. Click the payment you want to refund.
  3. Click Refund this payment.
  4. For "Refund amount," enter the amount you want to refund, (you may have the option to refund a partial amount of the payment) and then click Continue.
  5. Review your information to make sure you entered the correct refund amount, and then click Issue Refund.

When you issue a full refund using the Issue Refund link, we credit your full variable transaction fee (1.9% to 3.9% of the transaction amount) while the fixed portion of the fee ($0.30 USD per transaction) is not refundable. If your customer originally paid using their American Express card, you were not charged a fixed fee and the entire variable transaction fee (3.5%) will not be refunded. When you issue a partial refund, we credit a percentage of the variable transaction fee, based on the amount of the refund.

Tips:

To learn more about variable and fixed transaction fees, click Fees at the bottom of any PP page.


How is a refund credited?

How your money is refunded depends on how you made the original payment.

Refunds to credit or debit cards can take up to 30 days depending on the card company involved.


What should I do if my account is locked?

If your account is locked, it usually means that we need some more information about your account or recent transactions. Please click here to contact us, or click Contact at the bottom of any page.

When you call, please have the following information ready so we can confirm that you own the account:


What can I do if I can't I log in?

If you're having trouble logging in, you may just need to clear your cache and cookies from your Internet browser. If you need help doing this, go to your browser's support page, or do a web search with "How do I clear cache and cookies in (Your Internet browser name and version, for example, Internet Explorer 11)?"

If you can't log in because you forgot the email address or password connected with your account, you can reset them with these steps:

I forgot the email address tied to my account:

  1. Go to www.pp.com.
  2. Click Log In at the top of the page.
  3. Click Having trouble logging in?
  4. Click Forgot? next to Email.
  5. Select I don't know what email address I used and follow the instructions on the screen.

I know my email address, but I don't know my password:

Here's how to reset your password by text:

  1. Go to www.pp.com.
  2. Click Log In at the top of the page.
  3. Click Having trouble logging in? (*do NOT close out of this window or you'll need to restart the password reset process.)
  4. Type the email address you use for PP and click Next.
  5. Select Receive a text so we can confirm this is your account, and click Next.
  6. Enter the 6-digit security code we sent to your mobile and click Next.
  7. Create a new password (type it twice) and click Update.

Here's how to reset your password by text:

  1. Go to www.pp.com.
  2. Click Log In at the top of the page.
  3. Click Having trouble logging in? (*do NOT close out of this window or you'll need to restart the password reset process.)
  4. Type the email address you use for PP and click Next.
  5. Select Receive an email so we can confirm this is your account, and click Next.
  6. Enter the 6-digit security code we sent to your email (you many need to check or junk or spam folder) and click Continue.
  7. Select another way of confirming this is your account, and click Next.
  8. After going through this last security check, create a new password (type it twice) and click Update.

Here's how to reset your password by phone:

  1. Go to www.pp.com.
  2. Click Log In at the top of the page.
  3. Click Having trouble logging in? (*do NOT close out of this window or you'll need to restart the password reset process.)
  4. Type your address you use for PP and click Next.
  5. Select Have us call you so we can confirm this is your account, and click Next.
  6. You will see a code on the next screen. Use it when you get our call.
  7. Create a new password (type it twice) and click Update.

If your password is entered incorrectly too many times, please call us at 1-888-221-1161, Mon-Fri 5:00 AM to 10:00 PM PT and Sat-Sun 6:00 AM to 8:00 PM PT to reset it.

  1. We'll give you a 5-digit code, then send you an email.
  2. Click the link in the email.
  3. Enter the 5-digit code we gave you.
  4. Create a new password and select 2 security questions.

***Note: your PP password should be 8-20 characters long and include at least one number or symbol (like !@#$%^).


Why can't I view my password?

To help keep your account secure, you aren't able to view your password. If you don't know your password, it's easy to create a new one.

Here's how to reset your password by text:

  1. Go to www.pp.com.
  2. Click Log In at the top of the page.
  3. Click Having trouble logging in? (*do NOT close out of this window or you'll need to restart the password reset process.)
  4. Type the email address you use for PP and click Next.
  5. Select Receive a text so we can confirm this is your account, and click Next.
  6. Enter the 6-digit security code we sent to your mobile and click Next.
  7. Create a new password (type it twice) and click Update.

Here's how to reset your password by email:

  1. Go to www.pp.com.
  2. Click Log In at the top of the page.
  3. Click Having trouble logging in? (*do NOT close out of this window or you'll need to restart the password reset process.)
  4. Type the email address you use for PP and click Next.
  5. Select Receive an email so we can confirm this is your account, and click Next.
  6. Enter the 6-digit security code we sent to your email (you may need to check or junk or spam folder) and click Continue.
  7. Select another way of confirming it's you, and click Next.
  8. After going through this last security check, create a new password (type it twice) and click Update.

Here's how to reset your password by phone:

  1. Go to www.pp.com.
  2. Click Log In at the top of the page.
  3. Click Having trouble logging in? (*do NOT close out of this window or you'll need to restart the password reset process.)
  4. Type the email address you use for PP and click Next.
  5. Select Have us call you so we can confirm this is your account, and click Next.
  6. You will see a code on the next screen. Use it when you get our call.
  7. Create a new password (type it twice) and click Update.

If you're still having trouble logging in, you may just need to clear your cache and cookies from your Internet browser. If you need help doing this, go to your browser's support page, or do a web search with "How do I clear cache and cookies in (Your Internet browser name and version, for example, Internet Explorer 11)?"

***Note: your PP password should be 8-20 characters long and include at least one number or symbol (like !@#$%^).


How do I contact customer service?

You can call us by clicking Call customer support near the top of the page in the PP Help Center. If you want to email us, click Email customer support.

When you click "Call customer support" and log in to your account we'll provide you with our number and a one-time passcode. The passcode will help us confirm your identity, so we can help you faster (this code expires after one hour).

You can call as a guest if you don't have an account or are locked out of it.


What is a chargeback, and why did I get one?

When a customer files a chargeback with their credit card issuer, it means that they're disputing a charge and asking the card issuer for a refund.

A customer might file a chargeback because they:

If you receive a chargeback, we'll let you know. If you don't agree that the chargeback is valid, you can help us dispute it by providing information about the transaction in the Resolution Center.

A chargeback isn't the same as a PP claim. The chargeback process is initiated outside of PP, between the card issuer and their cardholder. In a dispute over a chargeback, the decision is ultimately made by the card issuer and we don't decide the outcome.

PP charges a fee to the seller when the buyer files a chargeback with his/her credit card issuer. If the transaction is protected by Seller Protection Policy, PP will cover the amount of the chargeback and waive the chargeback fee. You can view the chargeback fee and process in the User Agreement.

Chargeback Decision (Made by Card Issuer)
For SellerAgainst Seller
Seller Protection?YESNot AssessedNot Assessed
NOAssessedAssessed

To find out how you can avoid chargebacks, see the PP Chargeback Guide.


How do I accept or deny a partial refund?

You can accept or deny a partial refund in the Resolution Center.

  1. Go to the Resolution Center.
  2. Open cases from the list.
  3. Click Resolve next to your case.
  4. Accept the seller's refund offer or suggest a different amount.
  5. Click Submit.

How do I report a fake email or website?

If you think you've received a suspicious email or have been directed to a fake website, forward it to spoof@pp.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 into your account and view your transactions. It's also a good idea to change your password.

To report SPAM SMS messages, forward them to ‘7726' (which is the keys for SPAM on most phones). Check with your service provider to find if this service is supported or read more here.

To view all transactions and activity, log in to your account and check your recent activity. If you see any unauthorized transactions, go to the Resolution Center to report it.


How do I remove the limitation from my account?

Before you start

If your account is limited, it means that you won't be able to do certain things with your account. For example, you might not be able to send or withdraw money.

Usually, we ask you to complete one or more tasks to remove your account 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@pp.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.

If all the steps are completed and your account remains limited, it means one of 2 things:

We will notify you by email of our decision.

What to do

  1. Log in to your account.
  2. Click the Notifications button beside the the Profile button at the top of the page. If you can't see a Notifications button, go to your Resolution Center.
  3. On the Resolution Center, scroll down to the "Begin a limitation review" section.
  4. Click the first Resolve button and follow the instructions provided. Note: If one of the steps involves confirming your location, be sure to select a landline number where we can call you. We cannot use your cell phone number to confirm your location.
  5. Repeat step 3 for each item in the "Begin a limitation review" section.
  6. After you complete the steps, we will evaluate your case. We try to resolve all cases within 3 business days.

If you complete the steps and we ask you for more information by email, please respond as soon as possible so we can resolve your case.


Can I provide additional information or evidence to help resolve a claim?

Yes, you can send us a fax or upload your information to the Resolution Center.

To send us a fax or uploaded document:

  1. Click the Settings bell at the top of the page.
  2. Click Resolve next to the claim.
  3. Click Resolve Complaint on the Claim Details page.
  4. Select I will provide other evidence for this dispute by fax, file attachment, or note and click Continue.
  5. Follow the prompted steps

If you fax us the information we'll send you an email when we receive your fax and will let you know if we need any more information.


How can I report a problem?

We encourage buyers and sellers to visit our Resolution Center to communicate and resolve any issues. The three main reasons to use the Resolution Center are:

If you paid for an item that never arrived or is significantly different than what the seller described, go to the Resolution Center. Here you can communicate directly with the seller.

If you purchased the item on eBay, use the eBay Resolution Center.

In the Resolution Center, you can dispute the purchase. By opening a dispute, you're notifying the seller that you're not satisfied with the purchase and want to resolve the issue.

If opening a dispute from your desktop computer:

  1. Log in to your account.
  2. Click Resolve a problem in our Resolution Center at the bottom of the page.
  3. Click Dispute a Transaction.
  4. From the "Select a transaction" page, change the dates to find the transaction you want to dispute.
  5. Click Continue, then follow the instructions.

If opening a dispute from your mobile or tablet using a browser:

  1. Log in to your account.
  2. Click Help & Contact at the bottom of the page.
  3. Click Resolution at the top of the page.
  4. Click Dispute a Transaction.
  5. From the "Select a transaction" page, change the dates to find the transaction you want to dispute.
  6. Click Continue, then follow the instructions.

Note: There is not yet an option for the Resolution Center on the mobile app. Please use a web browser to access PP and dispute a transaction.

You can open two kinds of disputes:

1. Item Not Received - If you bought something but didn't receive it, you can open an ‘item not received' dispute. Before you open your dispute, wait at least 3 days from the transaction date so your seller has enough time to ship the item.

2. Significantly Not as Described - If you received an item that's significantly different from the seller's original description, you can open a ‘significantly not as described' dispute. When you open a ‘significantly not as described' dispute, you may be responsible for return shipping costs. Here is what we consider significantly not as described:

You have to open a dispute with PP within the timeframe noted in the transaction details. If you choose to escalate your dispute to a PP claim, you need to do so within 20 days of opening the dispute. Otherwise, it will be closed automatically.

If you and the seller are unable to reach an agreement on your own, either of you can escalate it to a claim. That means we'll decide whether you are eligible for a refund.

Here's how to escalate your dispute to a claim:

  1. Log in to your account.
  2. Click Resolve a problem in our Resolution Center.
  3. Locate your case and click View in the action column.
  4. Click View next to the dispute you want to escalate.
  5. Click Escalate this dispute to a PP claim near the bottom of the page.
  6. Follow the instructions.
  7. Click Escalate to a claim.

Remember:

If there is unauthorized account activity, please report it to us immediately.

We investigate all reports of unauthorized account use. If we find that your account was used without your permission, we refund any charges that you did not authorize. The money is returned to your account.

We try to resolve claims of unauthorized account use within 10 days, but some cases may take longer, depending on the kinds of information we need to collect.


How do I report a billing issue?

If you identify a billing issue with a transaction on your account, we encourage you to report it in our Resolution Center as soon as possible.

Some examples of billing issues include:

You can dispute the purchase in the Resolution Center. By opening a dispute, you're notifying the seller that you're not satisfied with the purchase and want to resolve the issue.

If opening a dispute from your desktop computer:

  1. Log in to your account.
  2. Click Resolve a problem in our Resolution Center at the bottom of the page.
  3. Click Dispute a Transaction.
  4. From the "Select a transaction" page, change the dates to find the transaction you want to dispute.
  5. Click Continue and then follow the instructions given.

If opening a dispute from your mobile or tablet using a browser:

  1. Click Help at the top of the page.
  2. Click Resolution.
  3. Click Dispute a Transaction.
  4. From the "Select a transaction" page, change the dates to find the transaction you want to dispute.
  5. Click Continue and then follow the instructions given.

Note: There is not yet an option for the Resolution Center on the mobile app. Please use a web browser to access PP and dispute a transaction.

You have to open a dispute with PP within 180 days of the date of the transaction.


How long will it take to restore my account access?

The time it takes to restore access varies, depending on the case. Check the emails we sent about your case to get the most up-to-date estimate.

To view the status of your case, log in to your account and click Resolution Center at the top of the page.

You can speed up the review process by completing the steps listed in the Resolution Center. Once you've done this, we'll review the case and email you with the result.


How do I file a claim or check the status of a claim?

To file a claim, first open a dispute and try to work out the problem with the buyer or seller through the Dispute Resolution process in the Resolution Center.

If you're unable to resolve the dispute, you can escalate it to a claim. By escalating your dispute to a claim, you're asking PP to investigate and decide the outcome.

To file a claim (by escalating an existing dispute):

  1. Log in to your account and go to the Resolution Center.
  2. Locate and click the case number for the dispute you want to escalate.
  3. Under "More Options," choose what you want to do.
  4. Follow the directions and provide the information you're asked for.

Note:

To check the status of a claim:

  1. Log in to your account and go to the Resolution Center.
  2. Select Open Cases from the list and choose the claim you want to check.
  3. Click View in the Action column.

You'll see the next steps for your case under What happens next. If we're already reviewing your claim, you'll see an estimated resolution date.


How do I issue a full or partial refund for a dispute?

Here's how to offer a full refund:

  1. Log in to your account.
  2. Click Resolve a problem in our Resolution Center at the bottom of the page.
  3. Select Open Cases from the list and find the transaction.
  4. Click the Case ID in the Case column.
  5. Click Issue a full refund on the case details page.

You can issue a refund within 180 days of receiving a payment. Issuing a full refund automatically closes a dispute.

Please note that the case must be in the dispute phase or waiting for the seller's response to complete this action. If it is under review, you must contact PP to take this action.

If your account balance does not have enough money in it, the entire refund will be issued from the primary bank account linked to your account.

You can also offer a partial refund for your dispute. Here's how:

  1. Log in to your account.
  2. Click Resolve a problem in our Resolution Center at the bottom of the page.
  3. Select Open Cases from the list and find the transaction.
  4. Click the Case ID under the Case column.
  5. Click Offer a partial refund on the case details page.
  6. Enter the amount you want to offer and click Calculate to figure out the net refund amount and fee refund.
  7. Click Offer refund.

You can issue a partial refund within 180 days of receiving a payment. When you issue a partial refund, credits a portion of your original transaction fee.


What is a bank reversal?

A bank reversal, sometimes known as an ACH Return, is when PP receives a request to return funds for a transaction that was funded by a bank account. A request for a bank reversal can come from the buyer who holds the bank account or the bank itself. Usually, such a request is the result of suspected unauthorized use of a bank account.

When PP receives a bank reversal, we will open an investigation into the transaction and may request additional information from both the buyer and seller.

If the investigation finds the transaction was fraudulent, it will be reversed. Otherwise, it will be completed.


How do I escalate a dispute to a claim?

If you're unable to resolve your dispute, you can ask us to investigate by escalating the dispute to a claim. We will review the case and decide the outcome.

Here's how to escalate a dispute to a claim:

  1. Log in to your account.
  2. Click Resolve a problem in our Resolution Center under "More about your account."
  3. Click View next to the dispute you want to escalate.
  4. Click Escalate this dispute to a PP claim near the bottom of the page.
  5. Follow the instructions.
  6. Click Escalate to a claim.

You can escalate to a claim any time within 20 calendar days of the date the dispute was opened. A dispute will automatically close if it isn't escalated to a claim within 20 days. Closed disputes cannot be reopened or escalated to a claim.

We will try to make a decision within 30 days, and will contact you if we need additional information. To check the status of your claim, log in to your account and visit the Resolution Center.


How long does it take to investigate my claim?

Most claims are investigated within 10-14 days or less.

In a minority of cases, we can require up to 30 days (or longer) to decide the outcome of a claim.


What is the amount of time you can hold my money in reserve?

Funds are held in reserve for a minimum of 30 days and we may hold your Balance for up to 180 days if reasonably needed to protect against the risk of liability or if you have violated our Acceptable Use Policy.


If I close my account, how long will it take for me to get the money that was held in a reserve?

You will typically receive your money 180 days after your account is closed.


Will you automatically review my account to consider removing the reserve, or do I have to call you for a review?

While account reviews do periodically occur, if you haven't been reviewed in the last 180 days, and there has been improved business performance and/or improved credit attributes contact us to request an account review. Your account can be reviewed to see if your reserve can be reduced or remove. In some cases a reserve will be a requirement throughout your time with PP. You may request a review once per month.


Common questions about coupons and redemption codes

How do I use the redemption code on my coupon?

To redeem a coupon, enter the coupon's redemption code when you are paying for an eBay item using PP. Follow the steps to apply your code and complete the purchase. Only one coupon can be used per purchase.

How do I redeem a coupon?

Simply look for a space to enter the coupon code when you check out on eBay. Keep in mind that you can only redeem one coupon per purchase.

Just make sure:

If you don't see a place to enter your coupon when paying for your item, contact the seller and see if you can pay them using the Send Money tab in PP instead of using the seller's checkout.

I forgot to use my coupon with my purchase. Can you give me a credit?

Coupons can't be applied after the purchase is complete. If you forgot to use your coupon code and it is now expired, watch for new coupons and offers in the future

Can I use more than one coupon at a time?

No. You can redeem only one coupon at a time. Usage is also subject to the terms and conditions of the coupon.

Can I reuse a coupon if the payment has been refunded?

If the payment you made utilizing your coupon is declined, refunded, or reversed, you may be eligible to have the coupon reset on your account.

If you are unable to reuse the coupon and it has not expired, please Contact Us.

Can I use an expired coupon?

Expired coupons can't be used. The expiration date is printed on the coupon.If you are having issues with a coupon, please contact us before the expiration date listed on the coupon.

Why did my coupon work on eBay but not on PP?

Make sure your eBay email address is added to your account and that you are only purchasing a single item.

Also, if your coupon code has already been used the maximum number of times, the discount will be corrected when completing the payment.

Can I use a coupon code I found on someone else's website?

Coupons are non-transferable and can't be shared. If you're eligible for a coupon, you'll be notified by mail or email. You can also find your coupons by checking the coupon section of your My eBay page.

Here are some guidelines for using coupons:

What should I do if the email address printed on my coupon is different from the one I use for my account?

You can add the email address from your coupon to your account as long as that email address belongs to you.

Here's how to add an email address to your account:

  1. Click Settings (the cog wheel) near the top of the page.
  2. Click Update next to Email.
  3. Click Add and follow the email confirmation steps.

How do I use an eBay gift card?

You can pay for all or part of a purchase with one or more eBay gift cards on eBay.com. You need your eBay account to be registered in the U.S. and must have the item delivered to a US address to use your eBay gift card. You can shop on eBay and use your eBay gift card to pay merchants who accept PP.

Here's how to use your eBay gift card to pay for purchases on eBay:

  1. Log in to your eBay account.
  2. Click Pay Now for the item you're buying.
  3. Enter the 13-digit redemption code, then click Apply.
  4. Click Continue to proceed to PP.
  5. Log in to your account.
  6. Review the payment details and click Confirm and Pay.

Note:


How do I buy and send a digital gift card through PP?

With PP Digital Gifts, you can buy and send gift cards to friends and family from hundreds of top brands, including iTunes, Xbox, Best Buy, and more.

Buy Gift Cards Now following the steps below:

Select the gift card you'd like to buy, enter the amount and click either Buy for Me or Gift.

If you're buying the gift card for yourself, you'll be asked to log in to your account to finish the purchase.

If you're buying the card for someone else, you'll be asked to select a purchase date, and to enter the recipient's email address, name, message, and your name. Click Review to verify the information you entered, then click Pay Now. You'll be asked to log in to your account to finish the purchase.


How do I apply for Extras Mastercard?

You can use the Extras Mastercard anywhere MasterCard is accepted.

Here's how to apply for the Extras Mastercard go to http://www.pp.com/buyercredit and log in to your account. You will be able to apply for the card immediately.

Note:


Where can I use the Extras Mastercard, eBay Extras Mastercard, or PP Cashback Mastercard?

You can use the Extras Mastercard, eBay Extras Mastercard, or PP Cashback Mastercard as a payment source in your account and anywhere that Mastercard is accepted, in stores and online.


How do I request a limits increase for my Business Debit MasterCard?

Please contact customer support for more information on how to request a limits increase for your Business Debit MasterCard:

U.S. and Canada: (866) 888-6080

International: (402) 935-2017


How do I redeem my Reward Points for my Extras Mastercard?

To redeem your Reward Points:

  1. Log in to your account
  2. Click PP Mastercard and you will be transferred to the Synchrony Bank servicing site.
  3. Click Rewards & Offers.
  4. Select the Category you want to explore for reward redemption.

Note: You can only access the rewards options once you have made a purchase, earned points and received a billing statement.


Can I use my Business Debit MasterCard overseas?

Yes, you can use your Business Debit MasterCard overseas. Click here to refer to the Business Debit MasterCard Cardholder Agreement for additional foreign transaction fees.


How do I make payments on my Extras Mastercard, eBay Extras Mastercard, or PP Cashback Mastercard account?

You can make payments online, by phone, or by mail.

To make payments online, log into your account, then select your PP MasterCard from your Wallet. You will then be transferred to the Synchrony Bank servicing site where you can make one-time payments, or have the option to set up recurring payments.

To make payments by phone, call the toll-free number on the back of your card.

To make payments by mail, use the payment address provided on your billing statement.


Where can I view my MasterCard or Smart Connect transactions, statement, and payments due?

Just visit the service site by logging into your account, then select your Extras Mastercard or Smart Connect account from your Wallet.


What is the limit on my Extras Mastercard, eBay Extras Mastercard or PaPal Cashback Mastercard?

The limit on your credit card account is determined by Synchrony Bank. You can check the limit on your account by logging in to your account, then selecting your PP Mastercard from your Wallet.


Where can I use my Extras Mastercard?

You can use the Extras Mastercard anywhere MasterCard is accepted, in stores and online.


How do I change my personal information on my Extras Mastercard?

There are 3 ways to change your personal information on your Extras Mastercard.

To change your information online by accessing your credit summary page, follow these steps:

  1. Log into your account.
  2. Click PP Mastercard Details.
  3. You will be transferred to the Synchrony Bank servicing site
  4. Once on the servicing site, click Profile at the top of the page.
  5. Make the needed changes and click Save Updates.

You can also change it on your monthly billing statement or write us at:

PP Mastercard
P.O. Box 965004
Orlando, FL 32896-5004

You can also call the toll-free number on the back of your card in order to make changes to your information.

When you update the information on your Extras Mastercard account, you should also make sure to update the information in your account to ensure the two match. This will improve your account experience going forward.

Note: To change the name on your account, mail a copy of the legal documents (such as a marriage certificate or court document) to the above address


How do I start using my Extras Mastercard, eBay Extras Mastercard, or PP Cashback Mastercard?

Once approved, you can, in most cases, start using your card right away through your account wherever PP is accepted. In instances where your application is first placed into a pending status before it is approved, you will not be able to use your PP Extras , eBay Extras Mastercard, or PP Cashback Mastercard until you receive and activate the card.

Upon approval of your application, your physical card will arrive within 7-10 business days.

When you receive your card in the mail, you can call to activate your card and start using it anywhere Mastercard is accepted or follow these simple steps to activate your card:

  1. Log into you account and click PP Mastercard.
  2. Click Services then Activate Card.
  3. Enter the card number and 3-digit security code, then click Activate.

Your card is added automatically to your account. When making a purchase with your account, just choose PP Mastercard as your payment source. You can also set the card as your preferred funding method in your account.

You will need to login into your account in order to set your PP MasterCard as your preferred payment method.


Is the Extras Mastercard or PP Platinum MasterCard available outside the U.S.?

No. Only U.S. and Puerto Rico residents with a U.S. account are eligible for the Extras Mastercard or the PP Platinum MasterCard.


How do I redeem rewards for my Extras Mastercard if I close my account?

You will continue to earn reward points as per the Reward Program Terms associated with your account; however, without an active account to which your Extras Mastercard is linked, you will not be able to use the card to make purchases through PP, earn reward points on PP purchases or redeem rewards online. You will only be able to redeem rewards in the form of a statement credit by calling the number on the back of your Card.


What if I want to close my account and I have a PP MasterCard or Smart Connect account? Can I still use it?

If you choose to close your account and you have a Extras Mastercard or Smart Connect account, your options for using and servicing your PP MasterCard or Smart Connect account will be limited.


What kind of customer support does Extras Mastercard provide?

Extras Mastercard Customer Service is available around the clock. You can contact the Service Center for assistance with your Extras Mastercard by calling the number on the back of your card.

You may also reach Customer Service via live chat from 9:00 AM — 9:30PM EST, 7 days a week. Just access our Service site by logging into your account and selecting your PP Mastercard account from your Wallet. You will then be transferred to the Synchrony Bank servicing site where you will see the Live Chat option.


Can I still access or service my Extras Mastercard online if I close my account?

If you choose to close your account you will no longer be able to access or service your Extras Mastercard account online. This includes online services such as setting up recurring payments, viewing statements, redeeming reward points, etc. Going forward you will receive a monthly paper statement to the mailing address on file for your PP Mastercard account.

You will be able to make payments by calling the Synchrony Customer Service Center and paying over the phone, paying through your own personal bank bill pay service online, or by mailing in payments.


Can I still make purchases using my Extras Mastercard account if I close my account?

While you can continue to use your Extras Mastercard to make purchases in store or on-line, you will no longer be able to use the card through PP. You must maintain an open account to take full advantage of all the benefits associated with purchasing through PP.


What kind of credit cards does PP offer?

As a PP customer, you may be eligible for one of several credit card products offered through Synchrony Bank. By applying, you agree that if approved, Synchrony Bank may provide you with a Extras Mastercard, eBay Extras Mastercard, or PP Cashback Mastercard.


Can I request a credit limit increase on my Extras Mastercard or PP Platinum MasterCard?

Yes. To make a request, contact customer service by using the customer service phone number listed on the back of your card.


How can I request an additional card to provide to someone I've authorized to use my Extras Mastercard, eBay Extras Mastercard, or PP Cashback Mastercard account?

There are two ways to add an authorized user to your account — online or by phone. To add a user online, access the servicing site by logging into your account and clicking PP Mastercard from the Account Summary page. Once you're transferred to the Synchrony Bank servicing site, select Manage Cardholders from the Services menu and click Add a New Cardholder at the bottom of the page. To add a user by phone, just call the toll-free number on the back of your card.

There's no charge for additional cards. You will be liable for all transactions made on your credit card account by any authorized users as if they were your own transaction


Paying in person with my Business Debit MasterCard

You can use your Business Debit MasterCard at any store that accepts Debit MasterCard.

You can earn 1% cash back for every Business Debit MasterCard purchase that you sign for (does not require a PIN), upon enrollment in Cash Back.

When you pay with your Business Debit MasterCard, you pay with your PP balance.

To learn more and get a card, click here.

For full terms and conditions, click here to reference the Business Debit MasterCard Cardholder Agreement.


How can I get a Business Debit MasterCard?

Click here to apply for a Business Debit MasterCard or follow the directions below:

  1. Log in to your account.
  2. Click Products & Services.
  3. Click Business Debit MasterCard under the "View All PP Products" dropdown menu and follow the instructions.

IMPORTANT INFORMATION ABOUT PROCEDURES FOR OPENING A NEW CARD ACCOUNT: To help the government fight the funding of terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a Card Account. What this means for you: When you open a Card Account, we will ask for your name, address, date of birth, and other information that will allow us to identify you. We may also ask to see a copy of your driver's license or other identifying documents.


How do I activate my Business Debit MasterCard?

Click here to activate your Business Debit MasterCard or follow the directions below:

  1. Log in to your account.
  2. Click the Business Profile icon next to "Log Out" and select Profile and settings.
  3. Click My money.
  4. Click Update next to "Business Debit MasterCard."
  5. Select the card to activate and click Activate Now.
  6. Enter the required information and click Activate Debit Card.

How do I withdraw my balance using my Business Debit MasterCard?

If you have a Business Debit MasterCard, you can use it to withdraw your funds from most ATMs. Remember to select Checking Account at the ATM. Click here to review the fees in the Business Debit MasterCard Cardholder Agreement.


How do I change my backup payment method for a PP Debit MasterCard?

You can change or remove your PP Debit MasterCard's backup payment method if the payment method is not currently being used to make a payment.

Here's how to change or remove your backup payment method:

  1. Log in to your account.
  2. Click PP debit card.
  3. Click Change next to Backup payment settings.
  4. Select a new backup payment method or select "No backup funding." Then click Continue.

To remove your backup payment method, select "No backup funding."


How do I report a stolen Business Debit MasterCard?

Click here to report a stolen Business Debit MasterCard or follow the directions below:

  1. Log in to your account.
  2. Click the Business Profile icon next to "Log Out" and select Profile and settings.
  3. Click My Money.
  4. Click Update next to "Business Debit MasterCard."
  5. Click Report a lost or stolen card.
  6. Click Deactivate Now.

My Debit MasterCard is about to expire. Where will my replacement debit card be sent?

Your replacement Business Debit MasterCard is sent to your confirmed address. If you need to view or update your address click here or follow the directions below:

  1. Log in to your account.
  2. Click the Business Profile icon next to "Log Out" and select Profile and settings.
  3. Click My Money.
  4. Click Update next to "Business Debit MasterCard."
  5. Click Change and follow the directions to update.

Note: If your address is incorrect, the postal service will not forward your debit card.


My Business Debit MasterCard no longer works because it is damaged. How do I receive a replacement debit card?

Please call PP's customer support and we will help you get a replacement.

U.S. and Canada: (866) 888-6080

International: (402) 935-2017


What backup payment methods are available with my Business Debit MasterCard?

You can add a backup payment method for your Business Debit MasterCard. We use your backup payment method when you pay with your debit card, but don't have enough money in your PP balance.

These are acceptable backup payment methods:

Note: You can't add Payoneer accounts to your account as a payment method.


How can I enroll in Cash Back rewards?

Click here to enroll in Cash Back rewards or follow the directions below:

  1. Log in to your account.
  2. Click the Business Profile icon next to "Log Out" and select Profile and settings.
  3. Click My Money.
  4. Click Update beside "Business Debit MasterCard."
  5. Click Enroll.

Once you have completed the enrollment in the Cash Back program on your Business Debit MasterCard, you will receive Cash Back for eligible purchases made with your enrolled Business Debit MasterCard.


What qualifies for Cash Back rewards?

You can only earn cash back on the Business Debit MasterCard, if you enroll in the Cash Back program.You receive Cash Back when you use your Business Debit MasterCard to make a purchase without entering your PIN (for example, online, in restaurants, stores at the mall). Make sure that the merchant processes the debit card as a credit card and that you sign the receipt. Signature based over-the-counter cash withdrawal transactions are not eligible for a Cash Back bonus.

For full terms and conditions, click here to reference the Business Debit MasterCard Cardholder Agreement.


How do I change my PIN for my Business Debit MasterCard?

Click here to change your PIN for your Business Debit MasterCard or follow the directions below:

  1. Log in to your account.
  2. Click the Business Profile icon next to "Log Out" and select Profile and settings.
  3. Click My Money.
  4. Click Update next to "Business Debit MasterCard."
  5. Click Change PIN

When do I receive my Cash Back rewards?

You will receive your Cash Back bonus for the previous month at the beginning of the following month. This will appear in your account balance and will be listed in your transaction history as Cash Back. For full terms and conditions, click here for the Business Debit MasterCard Cardholder Agreement.


What is the Business Debit MasterCard and how do I apply?

To request a PP Debit MasterCard, please ensure that:

Click here to apply for a Business Debit MasterCard or follow the directions below:

  1. Log in to your account.
  2. Click Tools at the top of the page.
  3. Under "Manage your business," click PP Debit Card.
  4. Review the information on the screen and click Agree and Continue to complete your request.

With the Business Debit MasterCard, you can:

Note:

The PP Debit MasterCard is only available in the U.S., but it can be used overseas. Click here to refer to the Business Debit MasterCard Cardholder Agreement for additional foreign transaction fees.


Are there fees to use my Business Debit MasterCard?

If you would like more information on PP Debit Card fees, click here to review the specific terms and conditions of the Business Debit MasterCard Cardholder Agreement.


How can I get a PP Prepaid MasterCard?

You can purchase a temporary card from a retail location. Once you have your card, activate it, load funds and start shopping.

You can add money to the PP Prepaid card through:

  1. Direct Deposit: Direct deposit is the easy and no-cost way to add all or part of your pay check or government payment to a PP Prepaid Card. You must enroll in direct deposit in order for your Card Account to receive these electronic deposits.
  2. PP instant transfers: PP instant transfers are the easy, no-cost way to transfer funds instantly from your account to your PP Prepaid MasterCard Account.
  3. NetSpend Reload Network: Our reload network is nationwide. There are more than 130,000 convenient locations where you can add money to your card account (reload fee may apply). It's easy to find the locations nearest to you:
    • When you enroll in our real-time alerts service, just text your ZIP code to 22622 and we'll immediately respond with the nearest location (text messages are subject to fees charged by your carrier).
    • Visit www.pp.com/prepaid and use our RELOAD CENTER LOCATOR. There is no fee to use this online locator service.
  4. Tax Refunds: Tell the Internal Revenue Service, and your state and local tax authority to electronically deposit your refund to your PP Prepaid Card account. Shorten the waiting time even more by e-filing your tax returns.

Important: When you activate your card online, you're asked to log in with your PP credentials. At that time, your PP Prepaid MasterCard is automatically added to your Wallet as an additional payment method.

Remember that with your new PP Prepaid MasterCard, you can eat, drink and shop everywhere Debit MasterCard is accepted.

Check our FAQs page for more information.


Why haven't I received my Cash Card yet?

After you apply, your card will arrive in the mail within 7-10 business days. Keep an eye out for a plain, white envelope in your mailbox. We'll send the card to the address you entered or confirmed during application.

If you don't receive your PP Cash Card, please check mailing address which was used. You can do this by clicking Activate Your Card on the main page, and then click Didn't get your card?


How do I add auto top-up payment method? (PP Cash Card)

At this time, the only way to activate top-up will be through the PP Mobile app on Android. Log into the app, select settings, and then select PP Cash Card. From there, select the option for "Top-up." Follow the instructions to enable top-up. Return to this screen to disable top-up.


What liability do I have for unauthorized charges made on myExtras Mastercard, eBay Extras Mastercard, or PP Cashback Mastercard account?

Extras Mastercard, eBay Extras Mastercard, and PP Cashback Mastercard Cardholders automatically receive zero liability for any unauthorized charges. For details view the Mastercard Guide to Benefits


When can I start using my Extras Mastercard, eBay Extras Mastercard, or PP Cashback Mastercard? How long will it take to receive it?

If your application is approved, in most cases a temporary credit line will be provided and you can start using your Extras Mastercard, eBay Extras Mastercard, or PP Cashback Mastercard on PP right away — even before you receive your card in the mail. In instances where your application is first placed into a pending status before it is approved, you will not be able to use your new card until you receive and activate the card.

You will receive your physical card within 7-10 business days from approval. Once you receive your card, it is important that you activate your credit card immediately to ensure your credit line is fully available to you.


Can I pay my Extras Mastercard, eBay Extras Mastercard, or PP Cashback Mastercard account bill using my account balance?

Yes. You can use your account to make payments on your Mastercard account. You can make payments from a linked bank account or your PP balance.


Can I access cash with my new Extras Mastercard, eBay Extras Mastercard, or PP Cashback Mastercard?

Yes. You can request a Personal Identification Number (PIN) that you can use to get cash at thousands of ATMs nationwide. To request your PIN, simply call the phone number listed on the back of your card.

Please note that transaction fees will apply for cash advances. For ATM cash advances this fee is in addition to any fee the ATM owner may charge for use of the ATM. See Cash Advance Fee details in the Terms and Conditions applicable to your account.


Who issues the Extras Mastercard, eBay Extras Mastercard, PP Cashback Mastercard, and Smart Connect?

The Extras Mastercard, eBay Extras Mastercard, PP Cashback Mastercard, and Smart Connect are all issued by Synchrony Bank.


What kind of extra protection is offered for the Extras Mastercard, eBay Extras Mastercard, or PP Cashback Mastercard?

With the Extras Mastercard, eBay Extras Mastercard, or PP Cashback Mastercard you will receive the following Mastercard benefits and protection:

For details see the Mastercard Guide to Benefits


How do I redeem my Cash Rewards for my Cashback Mastercard?

To redeem your Cash Rewards:

  1. Log in to your account
  2. Click PP Mastercard and you will be transferred to the Synchrony Bank servicing site.
  3. Click Rewards & Offers.
  4. Enter the amount of cash back you'd like to redeem to your PP balance.

Note: You can only access the rewards options once you have made a purchase, earned cashback and received a billing statement.


Can I request an increase to my credit limit on my Extras Mastercard, eBay Extras Mastercard, or PP Cashback Mastercard?

Yes. To make a request, you may contact customer service by using the customer service phone number listed on the back of your card.


How can I view my Extras Mastercard, eBay Extras Mastercard, or PP Cashback Mastercard transactions, statements, and payments due?

Log in to your account, and select your PP Mastercard from your Wallet. You will be transferred to the Synchrony Bank servicing site where you will be able to view this information and directly manage your account.


How do I use my Extras Mastercard, eBay Extras Mastercard, or PP Cashback Mastercard when making a purchase with PP?

When you pay for a purchase with PP, you will be able to select your Extras Mastercard, eBay Extras Mastercard, or PP Cashback Mastercard as the payment method through the regular check out process online.


What if I want to set my Cashback Mastercard account as my preferred payment method within my account?

When you apply, you'll be asked if you'd like to set your new PP Cashback Mastercard account as your preferred payment method for your account.

To set your PP Cashback Mastercard as your preferred payment method after you've been approved, click on Wallet at the top of your account summary page. Select your PP Mastercard from the options on the left, then click the star icon to make it your preferred payment when paying online.

Note: If your application is placed in a pending status for review, and subsequently approved you will need to go into your account settings by logging into your account on PP.com in order to set your PP Mastercard as your preferred payment method for your account.


What benefits are associated with my Cashback Mastercard?

The PP Cashback Mastercard credit card is designed exclusively for PP members. It can be used for your purchases on PP, as well as in stores and online - everywhere Mastercard is accepted. The PP Cashback Mastercard account offers you the ability to earn cash back Rewards on your eligible purchases that you can redeem to your account. For additional details, see the Reward Program Terms.

In addition, the PP Cashback Mastercard offers all the security and convenience you'd expect from PP, plus all the benefits of a Mastercard. See the Mastercard Guide to Benefits for details.


How do I change my personal information on my Cashback Mastercard?

There are 3 ways to change your personal information on your PP Cashback Mastercard.

To change your information online by accessing your credit summary page, follow these steps:

  1. Log into your account.
  2. Click PP Mastercard Details.
  3. You will be transferred to the Synchrony Bank servicing site
  4. Once on the servicing site, click Profile at the top of the page.
  5. Make the needed changes and click Save Updates.

You can also change it on your monthly billing statement or write us at:

PP Mastercard
P.O. Box 965004
Orlando, FL 32896-5004

You can also call the toll-free number on the back of your card in order to make changes to your information

When you update the information on your PP Cashback Mastercard account, you should also make sure to update the information in your account to ensure the two match. This will improve your account experience going forward.

Note: To change the name on your account, mail a copy of the legal documents (such as a marriage certificate or court document) to the above address.


What if I want to close my account and I have a PP Cashback Mastercard - How does that affect my cash rewards earned?

If you have unredeemed cashback rewards, you will want to redeem these before you close your account. You can do so, by logging into your account and selecting the PP Mastercard from your wallet. You will then be transferred to the Synchrony Bank servicing site.


What if I want to set my eBay Mastercard account as my preferred payment method within my account?

When you apply, you'll be asked if you'd like to set your new eBay Extras Mastercard account as your preferred payment method for your account.

To set your eBay Extras Mastercard as your preferred payment method after you've been approved, click Wallet at the top of your account summary page. Select your eBay Mastercard from the options on the left, then click the star icon to make it your preferred payment when paying online.

Note: If your application is placed in a pending status for review, and subsequently approved you will need to go into your account settings by logging into your account on pp.com in order to set your eBay Mastercard as your preferred payment method for your account.


Can I still access and service my eBay Extras Mastercard online if I close my account?

If you choose to close your account you will no longer be able to access or service your eBay Extras Mastercard account online. This includes online services such as setting up recurring payments, viewing statements, redeeming reward points, etc. Going forward you will receive a monthly paper statement to the mailing address on file for your eBay Extras Mastercard account.

You will be able to make payments by calling the Synchrony Customer Service Center and paying over the phone, paying through your own personal bank bill pay service online, or by mailing in payments.


What if I want to close my account and I have a eBay Extras Mastercard - How does that affect my rewards points earned?

You will continue to earn reward points as per the Reward Program Terms associated with your account; however, without an active account, to which your eBay Extras Mastercard is linked, you will not be able to use the card to make purchases through PP, earn reward points on PP purchases or redeem rewards online. You will only be able to redeem rewards in the form of a statement credit by calling the number on the back of your Card.


How do I redeem my Reward Points for my eBay Extras Mastercard?

To redeem your Reward Points:

  1. Log in to your account.
  2. Click eBay Mastercard and you will be transferred to the Synchrony Bank servicing site.
  3. Click Rewards & Offers.
  4. Select the Category you want to explore for reward redemption.

Note: You can only access the rewards options once you have made a purchase, earned points and received a billing statement.


How do I change my personal information on my eBay Extras Mastercard?

There are 3 ways to change your personal information on your eBay Extras Mastercard.

To change your information online by accessing your credit summary page, follow these steps:

  1. Log into your account.
  2. Click eBay Mastercard Details.
  3. You will be transferred to the Synchrony Bank servicing site
  4. Once on the servicing site, click profile at the top of the page.
  5. Make the needed changes and click Save Updates.

You can also change it on your monthly billing statement or write us at:

eBay Extras Mastercard
P.O. Box 965004
Orlando, FL 32896-5004

You can also call the toll-free number on the back of your card in order to make changes to your information.

When you update the information on your eBay Extras Mastercard account, you should also make sure to update the information in your account to ensure the two match. This will improve your account experience going forward.

Note: To change the name on your account, mail a copy of the legal documents (such as a marriage certificate or court document) to the above address.


Paying by phone

When you register a mobile phone with your account, you can use it to send and receive money, check your balance, shop online, and more.

Register your phone.

Using the PP mobile site

If you have a phone that can access the Web, you can purchase items on any website that accepts PP.

To send money from the PP Mobile site:

  1. Go to m.paypal.com
  2. Click Send money.
  3. Log in to your account.
  4. Enter the recipient's email address or phone number in the To: box.
  5. Click Continue.
  6. Click Send Now.
  7. To complete the payment, click Send Now.

Using the PP app

If you add the PP mobile app, you will be able to find merchants who use PP in your area when you click Local on the home menu of the app. From there you can make a purchase with the app without having to visit the merchant's website directly.

Download the PP Mobile App at www.pp.com/mobile You can now send money as a gift, pay someone back, or even pay a bill, all from your phone. All you need is the recipient's email address or phone number.

Using PP to send money by text

When you link your mobile phone number with your account, you can send money via text message. To send a payment, text 729725 (PP). Specify the amount and the recipient's phone number or email address.

For example:

Send 10.99 to 2125551981
10.99 2125551981
5 name@domain.com
Send 5 to name@domain.com

Learn more about text keywords and shortcuts.

Shopping with eBay Mobile

Add the eBay app to buy items on eBay.

To get started with eBay Mobile:


Learn PP Here basics

Getting started

PP Here is a convenient, cost-effective mobile payment tool that lets you securely accept multiple forms of payment anywhere in the U.S. It includes a card reader for your iPhone or Android device and a free app. To sign up, just go to the iPhone App Store or Google Play and download the PP Here app. After you fill in the required information and are approved, we'll ship a PP Here card reader to you in 5-7 business days. If you don't already have an account, you can sign up for one when you apply for PP Here.

How much does it cost?

There is no fee for the PP Here app, and as of September 13, 2016, PP began offering an everyday, low priced reader for $9.99 with no rebate. Resellers such as Amazon, Staples, and Office Depot have updated their websites with the new $9.99 pricing.

You pay 2.7% for swiped-card transactions and PP payments via PP Here, or 3.5% + $.15 if you enter the credit or debit card information into the device manually. Scanning and transferring checks into your account is free.

Registering for PP Here

After you've downloaded the PP Here app, you can log in with your email address and password, or your mobile number and mobile PIN. PP requires location information for every PP Here payment. So you'll need to enable your location settings for PP before you can use PP Here. You'll also need to enter your date of birth and Social Security number, and answer a few security questions to help confirm your identity. After you've entered your information, are approved, and have agreed to the Terms of Use, enter an address where we can send your free card reader.

Managing your profile

To view your Profile, tap the Settings icon. On your Profile, you can see your sales history, manage items, check your PP balance, and see checks that are ready to be added to your account. Tap your business name to see information such as your street address, web address, email address, store hours, map location, and business logo. You can also see an example of a receipt your customer would receive.

Viewing sales history

From your Profile, tap Sales History to see your pending, saved, and paid sales. To narrow your search, tap the magnifying glass and search for specifics like name, email, phone number, card number, and status.

Managing your inventory

To manage your inventory, go to your Profile in Settings and tap Manage Items. There you can add, delete, and reorder items. You can also add photos, update price information, and manage your item descriptions.

Managing your sales preferences

You can manage your sales preferences in Settings:

Adding items to orders

To add items to an order, choose the item you want to add and enter the price. When you enter the order, you can change the number of items, add and delete items, and edit item descriptions.

Available payment types

After customers have downloaded the consumer PP mobile app, they have a number of options for payment:

Paying with cash

When customers pay with cash, change is calculated for the user. Customers can also choose to add a tip.

Paying by credit or debit card

Customers can pay with a Visa, MasterCard, American Express, or Discover card. Just swipe the card through the PP Here card reader. If you don't have your card reader yet, you can manually key in or scan credit card information. To scan a credit card, tap the camera icon on the screen. Customers can then select a tip amount, and tap the signature line if a signature is required. They can use their finger to sign on the phone.

Sending an invoice

To send a text or email invoice to a customer, enter the customer's email address or phone number and select the payment terms. You can request payment by a specific date, or select from a list of due dates.

Sending a receipt

After customers pay, they can receive a printed receipt, receive it by text or email, or choose not to get a receipt.

Processing refunds

If you have more than one account, you'll need to log in with the primary username and password to issue refunds.

To process a refund, tap Refund on the transaction page and enter the amount. The amount of the refund can't exceed the original payment. Credit card refunds automatically go back to the credit card. PP refunds go back to the customer's account. In a partial refund, fees will be prorated for credit or debit card and PP payments.

Need help?

If you need help at any time while using PP Here, just shake your phone to bring up on-screen help. You'll also see buttons you can tap to send feedback, call PP Customer Service, or send us an email.


Which mobile devices can I use with PP Here?

You can use iOS (iPhone 3GS and later) devices running iOS version 7.0 and later, and iPad devices running iOS version 7.0 and later, and select Android smartphones and tablets.

An Android device running PP Here will need to have:

PP Here is supported on many Android tablets. See the list below for some of the compatible devices.

Compatible Devices:

Don't worry if your tablet isn't shown; a quick app download and reader test will indicate whether PP Here works with your tablet. We recommend doing this prior to purchasing a new device just to be sure it is compatible.


What is the PP Mobile App?

The PP Mobile app is available for iPhone and Android. You can download the app to your computer from our website.

Here's how:

  1. Go to our New App page.
  2. Depending on your phone, click Download next to the version of the app for your phone.

You can also log in to your iTunes or Google Play account on your phone and download and install the app directly to your phone.


How do I issue a refund using PP Here?

(iPhone)
Here's how to issue a refund for a PP Here payment:

  1. Log in to the PP Here app and tap Menu.
  2. Tap Sales Activity.
  3. Tap Sales History and find the transaction you would like to refund. Tap it.
  4. Tap Refund.
  5. Enter the refund amount, and tap Refund.

Note:

(Android)
Here's how to issue a refund for a PP Here payment:

  1. Log in to the PP Here app and tap Menu.
  2. Tap Sales Activity.
  3. Tap Sales History and find the transaction you would like to refund. Tap it.
  4. Tap Refund.
  5. Enter the refund amount, and tap Refund.

Note:

(iPad)
Here's how to issue a refund for a PP Here payment:

  1. Log in to the PP Here app and tap Preferences (button in the upper left corner).
  2. Tap Sales History.
  3. Find the transaction you would like to refund and tap it.
  4. Scroll down and tap Refund.
  5. Enter the refund amount, and tap Refund.
  6. The option to send a receipt will be presented.

Note:


What is PP Here?

PP Here is a mobile payment solution that includes a free app and a thumb-sized card reader for your iPhone. It lets you simply and securely accept multiple forms of payment wherever your business takes you within the US. PP Here helps you increase your customer base, and make more sales.

As of September 13, 2016 PP switched out the old PP Here Mobile Card reader which retailed at $14.99 with a $15.00 rebate, for an everyday, low priced reader for $9.99 with no rebate. Resellers such as Amazon, Staples, and Office Depot have updated their websites with the new $9.99 pricing.

Go to www.pp.com/here for more information about PP Here.


How do I send money with my mobile phone?

As of October 31, 2016, you will be able to select a preferred funding method for payments made through the regular checkout process as well as Goods and Services via Send Money. You will also have the option to select a different preferred method for online purchases vs. in-store purchases.

You can send money 3 different ways with PP Mobile:

The PP App:

  1. Go to www.pp.com/mobile
  2. Click Get the PP App
  3. Select the phone you have and click Download

After you complete the download, you can send money via the PP App.

Text Message:
After you link your mobile phone number, you can send money via text message.

If you get a text message with a money request:

  1. Send a text to 729725 (PP).
  2. Specify the amount and the recipient's phone number or email address. For example:

How do I add my account to my Samsung Account Manager and link my fingerprint?

Here's how to link your account to your Samsung Galaxy S5 if the PP app is not already installed on your phone:

  1. Tap the Menu button on your phone.
  2. Tap Settings.
  3. Tap Fingerprint Scanner.
  4. Tap Pay with PP.
  5. Tap Install.
  6. Tap Link.
  7. Tap Link Fingerprint if you already have an account, and then log in to it. If you don't have an account, you'll need to sign up for a one.
  8. Download PP app (if not already installed)

You will have to log in to your PP app at least once using your email and password or mobile phone number and PIN before you start seeing Fingerprint as a login option.


How do I disable fingerprint login?

Here's how to disable your fingerprints on your PP app:

  1. Tap the Menu button on your phone.
  2. Tap Settings.
  3. Tap Accounts.
  4. Tap PP under "My accounts".
  5. Tap Login Options.
  6. Tap Disable Fingerprint Login.
  7. Tap Disable log in to your account using your mobile PIN.

If you change your mind, you can always re-add your fingerprints.


How do I check out with my fingerprint?

When you're ready to make a purchase, here's how to use your fingerprint to check out:

  1. From your shopping cart, tap Checkout with PP.
  2. Swipe your finger to log in to your account.
  3. Tap Continue to complete your purchase.

How can I buy items with my Mobile phone?

You can shop on web-enabled mobile phones and purchase items on any website that accepts PP.

You can also buy eBay items with eBay Mobile.

Here's how to get started with eBay Mobile:

Or:

For more information on the eBay mobile app, please click here and you will be directed to eBay's customer support page.


How to prevent fraudulent transactions when using PP Here

We want to help you avoid fraudulent transactions and protect your business. This is important because you may be held financially responsible if you accept a stolen credit card. Here are a few tips to help you avoid transaction problems.

Before a Sale

During a Sale

After a Sale

Keep good records. Hold on to receipts, invoices and other documentation from your sales. Chargebacks can be filed months after a transaction and you'll need documentation to respond to any claims.

Manually Entered Cards

In general, manually-entered card payments have a higher incidence of fraud because the cardholder doesn't necessarily have to be there for the transaction to take place. Because of this, the transaction fee is slightly higher and payments might not be available for withdrawal right away. We recommend that you swipe cards with your card reader because the magnetic stripe on the back of a card has built-in security features. If you don't have a card reader or you have to enter a card number for some other reason, it's important that you make sure that the customer owns the card. We recommend that you:


What is Check-In?

PP customers can find your business through the PP mobile app and "Check-In" to let you know they are ready to pay with PP.

To find and charge a customer:

  1. Open the PP Here app and log in.
  2. Enter the amount to be charged and click Charge.
  3. Select PP.
  4. Find the customer by their photo and their first name and last name initial. Confirm that this is the right customer.
  5. Click Charge next to the customer.
  6. Click Complete Payment.
  7. You can select to send a receipt to the customer by email or text.

How do I get started using PP Mobile?

To get started with PP Mobile simply download the PP Mobile App at www.pp.com/mobile


How do I turn off receipt notifications within Facebook Messenger?

Our new Facebook Messenger feature allows customers to use PP as a payment option across Facebook's commerce platforms. When using this feature you will receive a receipt notification when sending a payment.

1. Here's how to turn off these receipt notifications within Facebook Messenger.

2. Tap Manage in the upper right corner of the app conversation with PP.

3. Click Manage Messages.

4. Toggle "Notifications" to off.

Choosing "Turn Off All Messages" or deleting the conversation within Messenger will also help prevent receipt notifications.

Will opting into or out of this feature change whether or not I receive other notifications from PP by email, push notifications or text messages?

Opting into or out of this feature will not impact any notifications that you receive from PP directly. It only adds receipt notifications to Facebook Messenger.


Can I create a shipping label to return a purchase to the seller?

Yes. If you want to return an item you purchased with PP — and the seller accepts returns — you can create and purchase a return shipping label.

Before creating the label, ask the seller what the return and refund requirements are. Once you create the label, your account is charged for the label fee.

To create a return shipping label:

  1. Log in to your account and click the My Account tab.
  2. Click the payment either on your Summary or Activity page.
  3. Click the Return Shipping Label link.
  4. Complete the form and click Continue.
  5. Make sure the information is correct and click Pay and Continue. Your account is charged for the label.
  6. Click Print in the return label pop-up window.

A confirmation email, including a tracking number, is sent to you and the seller.

If you choose a different carrier for your return shipping label, you'll need to re-enter your address and shipment information. You can create one return label per transaction.

Please note: If you do not see a Return Shipping Label link on the Details page, use PP's Multi-order Shipping Tool to create your return label.

Here's how to locate this tool:

1. Log in to your account.
2. Click Multi-order Shipping on Account Overview. This will open the Multi-order Shipping page.


How do I print a Packing Slip?

To print a Packing Slip for payment you have received with PP, follow these steps:

  1. Log in to your account.
  2. Click Activity at the top of the page.
  3. Locate and click the transaction.
  4. Click Print Packing Slip under "Shipping" near the bottom of the page.
  5. Review the receipt for accuracy. If the information is correct, click Print and then click Done.

Packing slips can be printed for any order without purchasing a label. A packing slip is not the same as a package list.


How do I reprint a UPS label I created with PP Shipping?

You can reprint the UPS Shipping label from your History page.

  1. Log in to your account.
  2. Click Activity.
  3. Find and click the PP payment for which you created a label.
  4. Click the Reprint Label link.
  5. Click Print Label.

Note: You can't use the same label to ship more than one package.


How do I void a UPS label I created with PP Shipping?

If you create a UPS shipping label but don't us it, you can void (cancel) the label. You have up to 24 hours after you create a UPS shipping label to void it.

Here's how to void a pending UPS shipping label.

  1. On the Summary or Activity page find the payment from the buyer which the label was created for.
  2. Click on the buyer's name.
  3. Scroll down to the bottom of the page and click Void Label.
  4. Click Void Shipment.

When you click Void Shipment, we notify your buyer by email that you have canceled the shipment of their item. If you created more than one shipping label for an item, you must follow the above steps to void all excess labels for the shipment. It can take up to five days for the credit to appear in your PP or UPS account.

If it has been longer than 24 hours then a Void Label link will not be provided. IF the label is not used, a credit will be posted to your account within 5 days, and the "Pending" status will remain for five calendar days.


How do I print multiple USPS labels for PP purchases?

It's easy to print multiple labels. Simply follow each section and your label will print successfully.

The major steps are:

  1. Importing your sold items
  2. Modifying your labels
  3. Combining items
  4. Printing your labels and your SCAN form

1. Import your items to the shipping tool:

  1. Log in to your account and click the MultiOrder Shipping link under Selling Tools if you have received a payment recently. The MultiOrder Shipping page opens in a new window or tab.
  2. Click the Import link in the top toolbar and a list appears. (You can also import from the Getting Started pop-up.)
  3. Select From PP.
  4. Your domestic PP items that you have received payment for are imported into the shipping tool.

2. Modify your labels

  1. Once your items are imported, review the label details.
  2. To edit, highlight the row by clicking on it and click Edit in the tool bar. You can change the mailing date only after you click Print.

3. Combine the items for shipping

  1. Select multiple rows of items by holding down the Control key while selecting each row.
  2. Click Edit.
  3. Click Combine Orders.

4. Print your Labels

  1. After the details are confirmed, click Print in the top left corner.
  2. On the Print Preview page, confirm the final details.
  3. Click Pay & Print on the Print Preview page. A sample label will open with the labels - be patient as this may take awhile to process.
  4. Click the Print Label button in the pop-up window.
  5. If you want a SCAN form, print it at this time.

Keep in mind you can only reprint labels during the 24 hours after you generated the label. A SCAN form can't be reprinted.

SCAN form information:

  1. If you're using a plain paper printer, click the Print SCAN form button before or right after you print your labels.
  2. If you're using a label printer, click Select Target Printer and select your paper printer to print the SCAN form.
  3. A label printer can't be used to print a SCAN form.
  4. After USPS has scanned your SCAN form, your unused shipping labels are no longer eligible for refunds.

We are currently upgrading our USPS shipping label facility. Some changes in the instructions should be expected, please follow the onscreen instructions.


How do I pay for labels created with PP MultiOrder Shipping?

You can pay for multiple USPS shipping labels with your account using:

Please note that a credit card can only be used when there is no balance and no bank account registered.

Your account is charged when your shipping labels are printed using PP MultiOrder Shipping. The charge for multiple labels is posted as a single PP transaction. You can view these transactions in your PP History Log.


How do I reprint a label created with PP MultiOrder Shipping?

To reprint your label:

  1. Log in to your account.
  2. Click the MultiOrder Shipping on your summary page.
  3. Click the History tab on the MultiOrder Shipping page.
  4. Find the label you wish to reprint:
    • Select the date range using the Search drop-down menu.
    • Find the label you wish to reprint by selecting the date and transaction located in the two tables below the Search drop-down menu.
    • Select the individual label you wish to reprint.
  5. Click the Reprint button located below the History tab.

Labels can be reprinted only within 24 hours of generating the label. You can reprint the SCAN form if needed.

Note: Once your SCAN form has been scanned by USPS, your unused shipping labels are no longer eligible for refunds.

We are currently upgrading our USPS shipping label facility. Some changes in the instructions should be expected, please follow the onscreen instructions.


What is underpaid postage or Short Pay?

Underpaid postage or Short Pay refers to when you have not paid enough to cover the postage on your package. There are common shipping mistakes that can cause a merchant to owe Short Pay fees. Entering incorrect package weight, package size or destination address. Upon finding these common anomalies with the package, USPS charges the merchant the differential amount of label that was underpaid. This is called underpaid postage also known as Short Pay.

How can I avoid underpaid postage?

Follow these tips to avoid underpaid postage.

  1. Weight - Make sure that you report correct weights while purchasing labels. Always round off your weights to next number. For example, a weight of 7.2 oz is 8 oz and not 7 oz.
  2. Dimensions - Report accurate dimensions when purchasing labels. Dimensional weight (Volumetric weight) may apply to your packages and providing correct dimensions will help you avoid underpaid postage.
  3. Correct Address - Make sure that you enter the correct address and correct zipcode. Any discrepancies in this would result in extra charges.
  4. Match the label to the packaging - USPS provides a wide range of shipping options to help you meet your mailing needs. Make sure that the label you are using matches the packaging. For example, if you're using a flat rate box, you should also use a flat rate label. The same goes for priority packaging, anything in a priority mail box requires a priority mail label.
  5. Double check the zip code - Verify that the origin address is up to date and you have marked correct zip codes for the destination.

What do I do if there are underpaid labels associated with my account?

If you've underpaid for your shipping labels, USPS will notify PP. You'll see a notification on your Shipping screen and you can proceed to pay all the Short Paid transactions one by one.

What if I don't agree to the underpaid label charges mentioned on the PP Shipping page?

If you think you were charged underpaid postage incorrectly, you can contact USPS to dispute the charges. However, you won't be able to ship via PP until this is resolved. Upon resolution, USPS will notify PP and PP will clear the underpaid postage from your account. You can proceed with PP Shipping.


How do I void a USPS label I created with PP Shipping?

You can void a United States Postal Service shipping label any time within 48 hours of creating it. You cannot void a label more than 48 hours after you create it.

Here's how to void a USPS shipping label.

  1. On the Summary or Activity page find the transaction that you created the label for.
  2. Click Void Label near the bottom of the page.
  3. Click Void Shipment.

Here's how to void one or more labels printed from PP Multi-Order Shipping:

  1. Click Multi-Order Shipping under "Selling Tool" on the left side of the page.
  2. Click History near the top of the "Multi-Order Shipping" page.
  3. Select the date range next to search.
  4. Select the transaction of the label you want to void.
  5. Click Void.

The estimated time you can expect to receive a credit (including postage and insurance costs) on your account after you void a USPS shipping label:


What is Smart Connect? Where can I use it?

Smart Connect is a line of credit that you can use to make purchases through PP. Smart Connect can be used anywhere that PP is accepted.


How do I contact a Extras Mastercard or Smart Connect customer service representative?

You can contact the Service Center for assistance with your Extras Mastercard or Smart Connect account by calling the number on the back of your card or (866) 300-6432.


How can I view my Smart Connect transactions, statements, and payments due?

Log in to your account, and select your Smart Connect account from your Wallet. You will be transferred to the Synchrony Bank servicing site where you will be able to view this information and directly manage your account.


Can I request an increase to my credit limit on Smart Connect?

Yes. To make a request, you may contact customer service by calling 866-571-3012.


What if I want to set my Smart Connect account as my preferred payment method within my account?

To set your Smart Connect as your preferred payment method a, click Wallet at the top of your account summary page. Select your Smart Connect account from the options on the left, then click the star icon to make it your preferred payment when paying online.


How do I change my personal information on my Smart Connect?

There are 3 ways to change your personal information on your Smart Connect.

To change your information online by accessing your credit summary page, follow these steps:

  1. Log into your account.
  2. Click Smart Connect Details.
  3. You will be transferred to the Synchrony Bank servicing site
  4. Once on the servicing site, click Profile at the top of the page.
  5. Make the needed changes and click Save Updates.

You can also change it on your monthly billing statement or write us at:

Smart Connect
P.O. Box 965004
Orlando, FL 32896-5004

When you update the information on your Smart Connect account, you should also make sure to update the information in your account to ensure the two match. This will improve your account experience going forward.

Note: To change the name on your account, mail a copy of the legal documents (such as a marriage certificate or court document) to the above address.


How do I make payments on my Smart Connect account?

You can make payments online, by phone, or by mail.

To make payments online, log into your account, then select your Smart Connect account from your Wallet. You will then be transferred to the Synchrony Bank servicing site where you can make one-time payments, or have the option to set up recurring payments.

To make payments by phone, call 866-571-3012.

To make payments by mail, use the payment address provided on your billing statement.


Can I access cash with my Smart Connect account?

No. Smart Connect does not offer any cash advance options.


What is the credit limit on my Smart Connect account?

The limit on your Smart Connect account is determined by Synchrony Bank. You can check the limit on your account by logging in to your account, then selecting your Smart Connect from your Wallet.


How do I use my Smart Connect when making a purchase with PP?

When you pay for a purchase with PP, you will be able to select your Smart Connect account as the payment method through the regular check out process online


Can I pay my Smart Connect account bill using my account balance?

Yes. You can use your account to make payments on your Smart Connect account. You can make payments from a linked bank account or your PP balance.


What kind of customer support does Smart Connect provide?

For the Smart Connect account, Customer Service is available from 7:00 AM — 1:00AM EST, 7 days a week. You can contact the Service Center for assistance with your Smart Connect account by calling (866) 571-3012.

You may also reach Customer Service via live chat from 9:00 AM — 9:30PM EST. Just access our Service site by logging into your account and selecting your Smart Connect account from your Wallet. You will then be transferred to the Synchrony Bank servicing site where you will see the Live Chat option.


Can I still access or service my Smart Connect account online if I close my account?

No. Online access and servicing requires that you maintain an open account. Once you close your account you will receive paper statements from Synchrony Bank.


Can I still make purchases using my Smart Connect account if I close my account?

Since the Smart Connect account is an online credit card that can only be used for purchases made through PP, once you close your account you will no longer be able to use your Smart Connect account.


How can my charity or nonprofit use PP to collect donations?

The PP donation button is a convenient and cost-effective solution for collecting donations online. To create a button, you define the donation amounts you want to accept; no programming is required.

How can my charity or nonprofit use PP to collect donations?

The PP donation button is a convenient and cost-effective solution for collecting donations online. To create a button, you define the donation amounts you want to accept or create an open field for customers to fill in; no programming is required. Get a step-by-step guide here.

When donors click your donation button, they complete their donation on the PP site. There are no monthly or set-up fees with donation button transactions. Your organization only pays processing fees when they receive a donation.

Other features:

Learn more about all the tools PP provides to help nonprofits raise funds at PP Nonprofits.


Confirming your charity account

Charities can use PP to collect donations and can receive a discounted rate.

How does PP confirm charities and nonprofit organizations?

To get the discounted charity rate for your organization, we need to confirm your charity account.

You can begin the confirmation process at www.pp.com/charities. You will need to provide information to prove that:

Your organization is legally registered with the appropriate regulatory body.
You are a representative of that organization.

How can my charity or nonprofit use PP to collect donations?

The PP donation button is a convenient and cost-effective solution for collecting donations online. Follow our step-by-step guide to create a button. Define the donation amounts you want to accept or create an open field for customers to fill in; no programming is required.

When donors click your donation button, they complete their donation on the PP site. There are no monthly or set-up fees with donation button transactions. Your organization only pays processing fees when they receive a donation.

Other features:

Visit our PP Nonprofits site to learn about all of the tools PP provides to help nonprofits raise funds.


How does PP Giving Fund (PPGF) work?

PP Giving Fund is an independent 501(c)(3) charitable organization that provides companies, such as PP, eBay, and Humble Bundle, with a secure and easy way for their customers to support their favorite causes.

PP Giving Fund makes giving secure, easy, and reliable by:

We pay donations the month after we receive them, around the end of the month, via PP or, if you haven't re-enrolled your legacy account in our new platform, we'll continue to send payments to your bank account on file. Be sure to follow the directions in our migration email invite to re-enroll your charity.

The easiest way to track the donations we are paying to you each month is through the payout email, which is sent within a couple days of processing your donation payout. This email provides the total amount we sent you, and also breaks it down according to the donation program (PP Donate Now, eBay Community Seller donations, etc.).

More details about donations can be found in your PP Giving Fund account. Once you log in, go to the Dashboard tab at the top of the page, and you'll be able to view the high-level program breakdown by donation payout. The Activity section details all donations, so you can understand and view them by specific donor, date, etc.

Note: we are currently unable to display pending donations in your PP Giving Fund account. We are working hard to upgrade this functionality for you. In the meantime, you can only view pending donations after we've made our monthly donation payment to you.

Visit our PP Giving Fund FAQs page for more information.


How can I enroll in PP Giving Fund (PPGF)?

Before enrolling, please complete the PP Confirmed Charities registration. Once you've been confirmed, you'll receive an email inviting you to enroll in PP Giving Fund. It will take 3 business days for your PP Confirmed Charities registration to be processed. While you wait, feel free to explore our site or get your questions answered on our PP Giving Fund FAQs page. It will take 3 business days for your PP Confirmed Charities registration to be processed.


Accept Donations

Charities and nonprofit organizations can use PP to collect donations.

How does PP approve charities and nonprofit organizations?

Before your charity or nonprofit organization can use PP to collect donations, we need to confirm your nonprofit status.

You can begin the approval process by submitting some basic information to compliance@pp.com.
This includes the name of your organization, your contact information, and the address of your website if you have one.
We'd like to see a brief description of your business or a copy of your mission statement, too.

You may also be asked to:

Donations not associated with a charity or nonprofit organization don't need to meet these requirements, but all donations are subject to review. Donations must also follow our Acceptable Use Policies.

How can my charity or nonprofit use PP to collect donations?

The PP donation button is a convenient and cost-effective solution for collecting donations online. To create a button, you define the donation amounts you want to accept; no programming is required.

When donors click your donation button, they complete their donation on the PP site. There are no monthly or set-up fees with donation button transactions. Your organization only pays processing fees when you receive a donation.


How does PP report my sales to the IRS? Will I receive a 1099 tax statement?

PP will track the payment volume of your account(s) to check whether your payment volume exceeds both of these levels in a calendar year:

You may be asked to provide your tax ID number, such as a Social Security Number (SSN) or Employer Identification Number (EIN), to your existing account(s), if you don't already have one on file.

If you cross the IRS thresholds in a given calendar year, PP will send Form 1099-K to you and the IRS for that year early in the following year.

You can find more information and FAQs by visiting the PP tax website.


How do I view my merchant billing invoice for the merchant services that I used?

On your merchant billing invoice, you will see 4 sections:

Account Summary

This section summarizes your billing and payment activity from the previous month. It contains 8 rows:

  1. Previous Balance: Amount carried forward from previous unpaid invoices.
  2. New Charges: All billing activity for the current month.
  3. Other Charges: Prepaid charges or one-time charges. Details appear in the "Other Account Activity" section of the statement.
  4. Credits: Credits applied during the current billing period. Details appear in the "Other Account Activity" section of the statement.
  5. Payments: Payments applied during the current billing period. Details appear in the "Other Account Activity" section of the statement.
  6. Subtotal: The total of all pre-tax charges for the 5 categories above.
  7. Tax: If tax is applicable, it will appear in this section.
  8. Invoice Total: Displays the amount of any previous balance, new charges, other charges, credits, and payments.

New Charges

This section provides details on your charges for the current month including a breakdown of products for each user under your account. Subscription fees are billed once a month, whereas some products have rated transactions where you have billable transactions that are charged at a per-transaction rate.

Other Account Activity

In this section, you'll find all your payment and credit activity.

Messages

This section has important billing information about your account, such as payment methods and the specific dates payments will be debited from your account. Special announcements and information on our past due policies are also listed here.


How do I cancel my Payflow account?

Please complete the information below to cancel your Payflow account. The purpose of completing this cancellation form is to verify the authenticity of the request, as well as to determine the reason for the cancellation.

If your partner is with a Payflow partner, reseller, or merchant bank:
Contact your partner, reseller, or bank directly to cancel your Payflow account.

If your partner is PP, VeriSign, VSA, Soltrus, or CyberCash:
To CANCEL your account, send the below information via email to payflow-support@pp.com.

Important: The request must come from the email address of one of the admin accounts on your account.

Please include the following information in your email:

Processing transactions: Yes / No
Account type: Payflow Pro / Payflow Link
Date to deactivate:
Company name:
Contact name:
Contact email:
Merchant Login ID:
Account Number, located at the top right hand corner of your invoice: VSV000
Phone Number:
Reason for Cancellation:
Any Additional Information:

If you have any questions, contact PP Merchant Support at 1-888-883-9770 or via email at payflow-support@pp.com.

Important Notes:

Partner / Resellers:
If you are a Partner or Reseller and want to cancel your partnership with PP, contact your Channel Account Manager by email at payflowreseller@pp.com.


Sync with PP for QuickBooks

Sync with PP is the easiest and most convenient way to securely transfer your PP information to QuickBooks Online. The Sync with PP app is free for all QuickBooks Online customers, and can be found via the apps tab of QuickBooks Online or at apps.com.

Here's how to get started.

  1. Locate and click on the Sync with PP app in the apps tab of QuickBooks Online.
  2. Click Get App Now.
  3. Once authorized click Connect.

You can conveniently transfer up to 18 months of PP transactions. Sync with PP will automatically import your discounts, taxes, customer data, transfers, and PP expenses.

For more information on Sync with PP visit: https://qboe.custhelp.com/app/answers/detail/a_id/6727


What is Balance Manager?

Balance Manager allows you to keep a pre-set balance in your account. If your balance drops below the specified amount, PP automatically initiates an electronic funds transfer from your bank account to restore the minimum balance.

To set up Balance Manager, you must have a confirmed bank account linked to your account and you must also have an active PP Debit MasterCard.

Here are two ways you can use Balance Manager.

Here's how to set up Balance Manager:

  1. Log in to your account.
  2. Click the My Account tab.
  3. Click Add Funds at the top of the page.
  4. Click Balance Manager.
  5. Select the bank account to use for the transfers.
  6. Select Schedule regular transfers or Set a minimum amount.
  7. Enter the required information and click Set Up.
  8. Review your selections and click Confirm.

Here's how to deactivate Balance Manager:

  1. Log in to your account and click Add Funds at the top of the page.
  2. Click Balance Manager.
  3. Click Deactivate Balance Manager near the bottom of the page.

What is the PP Developer Portal?

The PP Developer Portal offers support for developers who have questions about technical topics, such as APIs or integration. Below is a list of common topics searched for by developers. You can also browse and search on the Developer Portal for additional topics.

Account Authentication
Information about validating your visitor's account.

Adaptive Accounts
Use the Adaptive Accounts API to build applications that create and manage accounts.

Adaptive Payments API
Use the Adaptive Payments API to pay almost anyone and set up automated payments.

Business Payments
Send online payments quickly and securely using PP Business Payments.

Digital Goods
Whether you're a game developer selling virtual goods and currencies or a media developer selling news content, video, blogs, music or any other premium digital media our new solution, PP for Digital Goods is the optimal solution for selling digital content.

Encrypted Website Payments
To make online payments more secure, you can make Encrypted Website Payment buttons that rely on standard public key encryption for protection.

Express Checkout API
Express Checkout allows merchants and developers to minimize the number of steps customers complete when they checkout.

Game Development
Information and help on payments and game development.

Identity API
PP offers a secure commerce Identity API that lets your customers sign in to your web site using their PP credentials.

Instant Payment Notification
Instant Payment Notification is a message service that automatically notifies merchants of events related to PP transactions.

Invoicing
Merchants, developers, and business solution providers use Invoicing APIs to automate the creation, delivery, tracking, and reconciliation of invoices with an integrated payments solution.

Mobile Express Checkout
Mobile Express Checkout allows merchants to simplify checkout for customers using mobile devices, including iPhone, iPad, Android devices, Blackberry, and Windows Phone 7.

Name-Value Pair (NVP) API
Information and support on name value pairs and NVP SDKs.

Payflow Gateway
Payflow Pro is a high performance TCP/IP-based client-server architecture solution. It includes a secure payment gateway that gives merchants total control over the payment process.

PP Sandbox Support
Information and support for users testing in the PP Sandbox environment.

PP Shopping Cart
The PP Shopping Cart system allows buyers to select multiple items on your website and pay for them with a single payment.

Permissions Service API
PP's permissions service enables you to request and obtain authorization to make API calls and take action on behalf of your customers.

SOAP
The PP SOAP API is based on open standards known collectively as web services, which include the Simple Object Access Protocol (SOAP), Web Services Definition Language (WSDL), and the XML Schema Definition language (XSD).

Testing Your Apps in Sandbox
A guide for developers testing their apps in the PP Sandbox environment.

Virtual Terminal
Information about PP's Virtual Terminal - a web-based application that processes credit and debit cards, replacing swipe machines.

Website Payments Pro
PP's Website Payments Pro is an API-based solution that enables merchants and developers to accept credit cards, debit cards, and PP payments directly on their website.


Why did I receive an IRS B Notice?

You’ve received an IRS-B notice because some of the information on your account doesn’t match what the IRS has on file for you. We simply need some additional information from you to ensure we have the correct business information on file for tax reporting purposes.

As you may know, IRS rules (IRC Section 6050W) require that all U.S. payment processors, including PP, report gross payment information to the IRS about certain customers who receive payments for the sale of goods or services.

The notice we sent will provide you with all the additional information we need from you.

Please make sure all pages of the document are included and signed if applicable.

Send documents to:

Compliance Operations Omaha
PayPal
12312 Port Grace Blvd.
La Vista, NE 68128

Please provide these documents within 15 days of receiving the notice to avoid limitations to your account.

For more information on tax reporting and FAQ’s please visit the PP IRS 6050W website.


What's the difference between the PP (Consumer) app, the Business app and PP Here?

We built our apps with our various customers in mind, and each of our apps best suits a particular customer's needs. You might only need to use one app or all three. It all depends on your needs.

The Consumer PP app is primarily for consumers. People use it to send and receive money either to or from friends and family or businesses. They can make payments in stores or online, make donations, add loyalty cards as well as manage bank and payment card information.

The PP Business app is for people who use PP to conduct business regularly. It's the best way to manage your business on the go. You can create and send invoices, provide refunds, transfer money to a bank, view and organize your customers' information as well as contact them.

PP Here lets you accept multiple forms of payment online or in a physical setting such as a store. The app contains powerful tools to let you manage inventory, invoice, and price items. You can also create reports and add multiple users.

Want to know more? Go to our Apps page.


What is the PP Business app?

The PP Business app lets you manage your business and get paid on the go. Regardless of the size of your business or the kind of account you have (consumer or business), this app could be useful to you. Key features of the app include:

You can download the PP Business app from the iOS App Store or Android Play store.

Want to know more? Go to our Apps page.


Can I add and withdraw money with the Business app?

While you cannot add money to your PP balance from the Business app, you can withdraw money to a bank account.

From the app, tap Money and then tap Transfer to Bank. You can transfer any amount to your bank.

If you would like to add money to your account, please use the PP (Consumer) app, or our website.

Want to know more? Go to our Apps page.


How do I create an invoice with the Business app?

The Business app makes creating, editing, and updating invoices easy. To create a new invoice tap Create New Invoice either on the Home screen, or on the Invoicing screen. You can also tap + on the Invoicing screen.

When you create an invoice you can enter all the necessary transaction information such as to whom the invoice is going, the date, when it's due, what it's for and the pricing information. You can also customize any terms and conditions you may have, add a note to the customer, leave a memo for yourself, or add pictures. Finally, you can also save the invoice as a draft, edit or delete it, and of course send it to your customer.

Need to send the same invoice to multiple customers? Tap the invoice you created and then tap More. Tap Copy to duplicate the invoice and then edit the customer information on it as well as any other information. You can save the copy as a new invoice (it will automatically be titled the same but with a number on it) or send it.

As part of the invoice creation process, you can add to the app different items you sell or services you provide as well as multiple tax rates. Just tap Invoicing and then tap the cog.

Want to know more? Go to our Apps page.


How do I void a payment through my PP powered by Treebrain Control Panel?

If you have received a payment and need to void it you can do so within your PP powered by Treebrain control panel. You have the ability to void a credit card or debit card payment when it's still awaiting settlement.

Here's how to void a payment in your Treebrain control panel.

  1. Log in to your Control Panel.
  2. Click Transactions.
  3. Scroll down and search by most recent transactions.
  4. Click the Transaction ID of the payment you would like to void.
  5. Click Void

If there's not a "void" button available you'll no longer be able to void that payment, but you can still refund the customer.

If you have more questions, please contact us at PPpbBTMerchantSupport@pp.com.


PP powered by Treebrain Overview and Frequently asked questions

PP powered by Treebrain makes it easy to accept payments. Our payment gateway is similar to the credit card terminal you swipe your card through at the grocery store. We'll make sure your customer's payment information gets to the right place and stays secure.

Integration with a PP powered by Treebrain merchant account is available through many of our ecommerce and shopping cart partners via a single application process. Several of our partners even allow you to create a trial or provisional account which requires minimal information to get started. Once you have a merchant account you will have access to your new payment gateway via the PP powered by Treebrain Control Panel. Completing the application process will allow you to receive payments to your bank account.

Merchant Account
A merchant is what PP powered by Treebrain uses to route payments from your customers' accounts to your bank account. A merchant account is similar to a line of credit, so you'll need to fill out an application. Until your application is complete, you'll be given a provisional merchant account.

Provisional Merchant Account
If your partner supports it, PP will provide you with a provisional merchant account until you complete your full application. You can accept up to $2,500 USD or 25 transactions from customers. You won't receive your funds to your bank account until your account is fully approved. Approval usually takes just 1 business day if we don't need to request any additional information from you. After approval, there are no processing or disbursement limits.

Control Panel
The Control Panel will give you access to monthly statements and reports to assist with reconciliation. In addition, a Disputes portal, where you can manage your chargebacks, retrievals, and pre-arbitrations on credit card transactions. If you choose to accept other payment types such as PP you can see and report all of your transactions from the Control Panel.

account
Accepting PP alongside credit cards is easy. As part of your full application, you'll either link your merchant account with an existing account, or create an account. Either way, you'll be able to manage your PP processing settings and disputes from your account.


I received a chargeback on my Treebrain control panel, what do I do?

Unfortunately, chargebacks are a standard part of doing business—especially if you accept payments online. There are a number of things you can do to reduce chargebacks, but first, it's important to know what happens behind the scenes.

  1. A customer disputes a transaction (issues a chargeback) with their bank or card issuer asking for a full or partial refund.
  2. The transaction amount is debited from the merchant's bank account and goes back to the customer's bank account. The associated fees for processing the chargeback are also debited from the merchant's bank.
  3. The merchant is notified of the chargeback and can choose to either accept the chargeback or dispute it with documentation showing that the transaction was legitimate. The time allowed to respond is limited so review the required submission date carefully. If you do not respond by the deadline, the dispute is expired and the buyer will keeps the funds.
  4. If the merchant wins the case, the transaction amount will be returned to their bank account (the associated processing fee will not be refunded); if the merchant loses or accepts the chargeback, the customer will keep the funds.

A customer might file a chargeback because they:

In addition to a chargeback, there are some other types of disputes you may receive:

A retrieval is also issued by the customer, but it is just a request for information about an unidentifiable charge. In the event of a retrieval, funds are not removed from the merchant's bank account. The merchant is notified of the retrieval request and they can then respond with the requested information.

A pre-arbitration, or pre-arb, happens when a chargeback is filed, the merchant wins, and then the customer disputes the charge for a second time. While you can dispute pre-arbs, it's been our experience that merchants rarely win these cases without the introduction of new and compelling evidence.

Responding to all credit card chargebacks are handled through your PP powered by Treebrain control panel. Within the Control Panel you'll have the option to either Accept or Dispute the chargeback. If disputing you will have the opportunity to provide additional comments and upload documentation to support the dispute. Please do not refund your customer outside of the chargeback process. If you have already refunded your customer, click Dispute and provide the transaction ID of the refund you have issued.

Chargebacks, retrievals, and pre-arbitrations
The bank that manages the chargeback or pre-arbitration will charge a non-refundable $15 fee regardless of whether you win the dispute. This fee only applies to chargebacks and pre-arbs; retrievals do not result in a fee at this time. For more information on chargebacks, look here.

If you need to provide additional information about your chargeback, please contact us at PPpbBTMerchantSupport@pp.com.


How do PP powered by Treebrain disbursements work?

All disbursements will be shown on your PP powered by Treebrain Control panel under "Disbursement Summary." If you received a credit or debit card transaction and you are not seeing this disbursement in your bank account please check the following:

Visa, MasterCard and Discover payments will take 2-3 business days to reach your bank account.
American Express payments will take 4-5 business days to reach your account.
If you accept PP payments, they will disburse immediately to your account upon settlement.

If you have more questions, please contact us at PPpbBTMerchantSupport@pp.com.


How do I enable fraud filters on my PP powered by Treebrain account?

When you are fully approved for PP powered by Treebrain you are provided with a basic set of fraud filters to help combat fraud on your account. PP and other fraud management vendors can provide more filters to help you take control of your business.

Here's how to enable fraud filters on your PP powered by Treebrain Control Panel.

  1. Log in to your Control Panel.
  2. Click on Settings.
  3. Select Processing.
  4. Edit AVS and CVV under basic credit card fraud filters.

AVS
Postal Code does not match (when provided) (N)
Postal Code not provided (I)

Note that AVS rules only check the numeric values of an address. We generally don't recommend enabling Street Address Verification. For example if a customer lives at 12345 6th street, depending on how they enter the information it could confuse the system and cause false rejections.

CVV
CVV does not match (when provided) (N)
CVV not provided (I)

For more information on preventing fraud please see click below to download the "Fraud Prevention Checklist"
Download the Fraud Prevention Checklist (185Kb)

If you have more questions, please contact us at PPpbBTMerchantSupport@pp.com.


Why am I receiving reminder emails from PP powered by Treebrain?

Have you recently received reminder emails to link your PP powered by Treebrain account to your e-commerce or shopping cart account? Have you received some payments for orders but don't see them in your bank account?

If you are currently receiving this type of reminder email or are missing a disbursement to your bank, please contact us at 855-489-0345 so we can help you resolve the issue.


How do I create, edit, or delete PP powered by Treebrain User Roles?

Creating Users and Roles allows you to manage who can access your Control Panel. You can also create different roles that restrict or allow access to certain functionalities. For example, you might have a member of your team that only needs to look at customer information but should never be able to create a transaction.

Roles

The Account Admin role has the maximum permissions possible and cannot be edited or renamed.

Creating User Roles
You must assign at least one role to each user. If a user has multiple roles, the role with the greatest permissions trumps any others assigned. Here is how to edit a user role.

  1. Log in to the Control Panel.
  2. Click Settings.
  3. Click Users and Roles.
  4. Click Manage Roles to see a list of your existing roles.
  5. Click New to add a new role.
  6. Enter a name for the Role.
  7. Select the permissions you wish the Role to be assigned using the check boxes.
  8. Click Create to complete your changes.

Role optionsRole options

Editing User Roles

  1. Log in to the Control Panel.
  2. Click Settings.
  3. Click Users and Roles.
  4. Click Manage Roles to see a list of your existing roles.
  5. Click Edit to alter an existing role.
  6. Edit the name of the Role if desired.
  7. Update specific permissions to be assigned to the Role using the check boxes.
  8. Click Save to complete your changes.

Deleting User Roles
You must assign at least one Role to each user. If you delete the only Role assigned, the User will no longer be able to access the Control Panel.

  1. Log in to the Control Panel.
  2. Click Settings.
  3. Click Users and Roles.
  4. Click Manage Roles to see a list of your existing roles.
  5. Click Delete to delete an existing role.
  6. Click Yes to confirm delete.

How do I enable 2FA (two factor authentication) for my PP powered by Treebrain User?

Two-factor authentication (2FA) is an extra layer of security that can be added to your user in the Control Panel, making it more difficult for unauthorized users to access your gateway.

When you enable 2FA on your Control Panel account, you will be required to enter both your normal password and a different code each time you sign in. You can choose to receive this code via an application on your smartphone or a text message (SMS) to your mobile device.

How to enable 2FA
2FA is not enabled on user accounts by default, and each user must enable it themselves. We encourage merchants to have all of their users enable 2FA for increased security.

  1. Log in to the Control Panel with your existing credentials.
  2. Navigate to Account.
  3. Select My User.
  4. Under Two-Factor Authentication section, click Enable.
  5. Enter your current user password when prompted.
  6. Scan the QR code using one of the supported apps on your mobile device, or click Use SMS as Primary.
  7. Enter the code you receive on your mobile device to complete the process

*If you opted to use an app, you will find the initial code there. If you opted for SMS as your preference, this code will be texted to you.

Signing in with 2FA
Once you enable 2FA on your user account, every time you sign into the Control Panel you will be prompted to enter an authentication code after your password. If you opt to use an authentication app, use the code generated by the app. If you set up SMS as your preferred method, use the code that was texted to you after entering your password.

If you opted to use an authentication app when you enabled 2FA but are unable to access the app at the time of login, you can have a code sent to your mobile device via SMS by clicking Text a code instead.

If you lock yourself out, or are unable to access your mobile device at the time of login, you will need to have your account admin disable 2FA for your user account, or contact our PP powered by Treebrain Support team.

Supported 2 FA Apps
Treebrain's 2FA is compatible with most Time-based One-Time Password (TOTP) applications. TOTP apps automatically generate an authentication code that changes after a certain period of time. Because they do not rely on incoming text messages, they are more reliable than SMS—especially for locations outside the US.

Here are some TOTP apps that we suggest using:


How do I create, suspend, delete, or update a PP powered by Treebrain User?

Creating users and roles allows you to manage who can access your Control Panel. You can create different roles that restrict or allow access to certain functionalities.
The PCI security standards council requires that you create a separate user for every person who needs access to the Control Panel. Since each user will have unique login credentials, you can track which user interacted with certain transactions.

For security, we recommend that all users of your Control Panel enable two-factor authentication (2FA).

Creating Users

  1. Log in to the Control Panel.
  2. Navigate to Settings.
  3. Click Users and Roles.
  4. Select New User button.
  5. Specify the new user's email address.
  6. Select the desired Role for this user. You must assign at least one role to each user. If a user has multiple roles, the role with the greatest permissions trumps any others assigned
  7. Choose which Merchant Account ID(s) this user will be able to view and manipulate, as allowed by their Role. You may also select the All checkbox to allow access to all current Merchant Accounts as well as any Merchant Accounts created in the future.
  8. Click Create User.

Upon completion of these steps, an email will be generated to the specified email address prompting the new user to complete the activation process. The User's status in the Control Panel will be Pending until a username and password are created. Once created, the status will change to Active.

Editing Users
After a user is created, most information, the assigned Role, and the allowed Merchant Accounts can be updated. Edits to username are not allowed but you can edit the email address associated with a user as long as they still have access to the original email account in order to confirm the update. If the original email account is no longer accessible, a new user will need to be created.

  1. Log in to the Control Panel.
  2. Navigate to Settings.
  3. Click Users and Roles.
  4. Locate the User you wish to update and click Edit.
  5. Make the desired updates.
  6. Click Save.

Deleting or suspending users
If you have the Manage Users permission, you can suspend or delete users. Suspended users can be reactivated; deleted users will be permanently removed.

  1. Log in to the Control Panel.
  2. Click Settings.
  3. Click Users & Roles.
  4. Locate the user you would like to suspend or delete
  5. Under Actions, click Edit.
  6. Click Suspend or Delete.

What are the fees and pricing for PP powered by Treebrain?

Fees for PP powered by Treebrain are assessed for credit card transactions on a per-transaction basis.

This processing fee only applies to successful credit card transactions and will be deducted from your daily disbursements. Declines and voids will not incur fees.

When calculating fees, we round down if there is a remainder value past the penny. These are calculated on the transaction level, so if you manually multiply your fees by the total settled sales for a given month, there may be a slight discrepancy between the calculated value and the fee details listed on your statement. Because we round down, we often charge slightly less than your discount rate.

If a transaction is refunded in full by the merchant, then all original transaction fees are also returned to the merchant. If partial refund is given, no fees are refunded.

Fees for PP powered by Treebrain are assessed for PP transactions on a per-transaction basis.

Tip:


What does the status of my PP powered by Treebrain transaction mean?

A PP powered by Treebrain transaction may go through the following statuses in the Control Panel:

Authorized- A transaction is considered authorized once a customer's bank approves the transaction. An authorization puts a hold on the funds. The customer will not be able to spend the money, but funds will not be taken from the customer's account yet.

Submitted for settlement-To collect money, you need to submit for settlement, referred to as capturing. Usually, you will want to submit a transaction for settlement at the same time you authorize the payment.

Settling- While the processors and the banks are working out the details of the exchange of funds, the transaction will be Settling. The processing time is dependent on the processing bank.

Settled- Once the money is in your merchant account, the transaction will display as Settled, and the money will be routed to your bank account.

Authorization expired-When a transaction spends too much time in the Authorized status and is marked as expired, it will show as Authorized expired.

Processor declined-The processor declined the transaction. The processor response code has information about why the transaction was declined.

Failed- An error occurred when sending the transaction to the processor.

Voided- The transaction was voided before it could be processed. Transactions that were cancelled when the status was Authorized or Submitted for Settlement will appear as Voided in the Control Panel.

Gateway rejected- application incomplete-You'll see this transaction status if you haven't completed your full application and have reached the processing threshold limit on your provisional merchant account.

Settlement declined- The processor declined to settle the transaction. The processor settlement response code has information about why the transaction was declined.

Settlement pending- Currently this status can only be returned for PP transactions. While the authorization was successful, PP neither declined nor approved the settlement. This is considered a transitory state. You can either void the transaction, or wait and see if it settles.


What payment methods can I accept with PP powered by Treebrain?

You can accept the following card types as long as the card does not require a PIN or password:

If you process less than $1 million in annual volume on American Express, you can use our aggregated AmEx account. This is the easiest way to accept AmEx and is enabled on your account by default, but it's important to note that you will have less flexibility with your descriptors.

Regardless of the currency of your customer's bank account, they should be able to purchase from you. If the transaction is on a credit or debit card, it will be processed in your presentment currency. The customer's bank will convert the charge to the customer's base currency. Some customers may be charged a conversion fee by their bank.

Debit Cards
When processing payments online, credit and debit cards are handled the same, as long as they are issued by a major card brand. Because PINs cannot be accepted online, debit cards will always be run as credit.

PP
Your merchant account will be enabled to seamlessly accept PP in additional to credit cards with one integration, all while allowing your customers to stay on your website's checkout page. Customers will click a PP button—designed exclusively for Treebrain merchants—and they'll be prompted to enter their PP credentials in a new window or lightbox.

UnionPay
Most European merchants settling in USD, GBP, EUR, or CHF can accept UnionPay credit and debit cards.


How do I know if my money request or invoice has been paid?

After your money request or invoice has been paid:


What is a Release Amount?

Your release amount is a limit on the immediate access to the money from payments received in a calendar month. You can access the funds below your release amount as soon as the payments are received. Above that amount, the money becomes available 21 days after you receive the payment. We communicate your release amount via email.

In the below example (for illustration purposes only) the release amount is $1,000 USD:

Monthly Received amount

Released

$0 to $1,000 USD

As soon as received

Above $1,000 USD

All funds placed on hold will release after 21 days, any time on that day.

We want both our sellers and our buyers to have a safe place to do business. Holding some money for a specified amount of time is a common industry practice that we implement to help ensure a safe and secure environment for both buyers and sellers. By releasing some money after 21 days, we help reduce any potentially negative impact on our buyers.

On a monthly basis, we review sellers' activity, their history, and how quickly complaints are resolved. Providing good customer service in general helps their monthly release amount.

If you see your business growing and require an increase of your release amount, upgrade to a Business Account. If you upgrade we will review your account and confirm your new release amount within 3 business days.


Does PP permit transactions for pre-sale items?

A pre-sale item is advertised for sale before the seller actually has the item. Often, these items are sold before they are available to the general public.

A seller might use the money from the pre-sale of an item to purchase the item.

PP permits pre-sales on a limited basis as long as the seller:


How do I get started with PP Payments Pro?

To get started with PP Payments Pro:

  1. Sign up for a business account or upgrade your existing account. Confirm your email address, which verifies the email address where PP can send payment receipts and account emails.
  2. Provide and confirm your bank account information, which will allow you to easily withdraw funds.
  3. Submit the PP Payments Pro application and get approval.
  4. Accept the Billing Agreement.
  5. Implement PP Payments Pro.

PP Payments Pro is already integrated into many popular shopping carts. Or easily add it to your custom-built shopping cart.

Visit https://www.pp.com/pro and start using PP Payments Pro today.


What's the difference between Standard Rate and Merchant Rate?

The Standard Rate is the basic transaction fee for sellers receiving payments through PP.

The Merchant Rate is determined based on sales volume from the previous calendar month. Here's how you can view the Merchant Rate Criteria and apply for the Merchant Rate:

  1. Log in to your account.
  2. Click Fees at the bottom of the page.
  3. Click More about merchant fees, found in the third segment of the screen titled, "Selling is 2.9% + $0.30 per sale, or less".
  4. Click View All Discounts & Fees.
  5. Click Apply Now to apply for a lower rate.

I have a website and I want to start accepting payments online. How do I do this?

If you already have a website, use PP Payments to accept debit card, credit card and bank account payments, all through one provider. You don't need a separate merchant account and gateway.

PP Payments Standard. Customers can shop on your website and pay on PP. This is a quick and easy way to start accepting credit cards online. A simple integration into your website allows your customers to pay securely and easily. The PP Shopping Cart, a feature included in PP Payments Standard, allows your customers to add multiple items to their shopping cart and allows you to accept payments for the items at one time directly from your website. Your customers don't even need an account to make a payment.

PP Payments Pro. Customers shop and pay on your website. This solution contains features comparable to merchant accounts and gateways, at a low monthly cost. Customers paying by credit card stay on your website for the entire transaction; PP is invisible. For those customers who prefer to pay with PP, give them the option to pay quickly and conveniently through their account.


Which credit cards can I accept with PP Merchant Services?

PP supports a large number of credit cards, including Visa, MasterCard, American Express, Discover, JCB, Diner's Club and EnRoute. Depending on your processor, Payflow Pro also supports level 2 and level 3 Purchasing Cards (P-Cards). Check cards or debit cards with either a Visa or MasterCard logo are supported and treated just like a credit card.

Card types that are currently not compatible with PP Merchant Services are:


PP Here Card Readers

PP offers two types of PP Here card readers to suite your business.

*Activation occurs when you pair your Chip Card reader to a mobile device with the PP Here application installed on it and complete a PP Here payment transaction. Additional terms and conditions apply.

To locate authorized retailers that carry the PP Here mobile card readers, please visit www.pp.com/locator

The PP Here app for smart phones or tablets is available in Apple's App store and the Google Play Store.

Visit our Resource Center to find what you need to successfully manage and grow your business with PP Here.


How do I obtain the buyer's shipping address using Express Checkout?

Please visit our Developer Page for Express Checkout for more information on how to use the merchant API to resolve your query.


What are PP Here Reserves?

Certain types of PP Here transactions are considered high risk and are subject to reserves where funds are held in your account for a period of time. Specifically, if you key-in or swipe magnetic stripe cards for sales in excess of $500 over a 7-day period, any funds over $500 are subject to a 30-day reserve.

For example, if you process a total of $600 in keyed-in or magnetic stripe transactions over a 7-day period, $100 will held for 30-days. If funds are held in reserve, you will be notified by email and provided details on when funds will be released. All reserve amounts are subject to change.

Why do you place some PP Here funds received via key-in & magnetic stripe in reserve?
Keyed-in and magnetic stripe transactions are associated with higher incidents of fraud compared to chip and contactless transactions. Account reserves allow for a portion of money to be temporarily set aside to cover any payment reversals associated with fraudulent activity you may receive like chargebacks, claims, and disputes.

Will using a chip card reader prevent funds from being placed in reserve?
Processing chip or contactless transactions with the PP Chip Card Reader can minimize the likelihood of funds being placed in reserve. There are other factors that determine when funds are held in reserve. Accounts are evaluated on a case by case basis and a reserve may be placed on your account if there is a high level of risk associated with your account. Click here for more information on account reserves.

How do I know if my funds are being held in reserve?
You will be notified by email if any funds are held in reserved. Additionally, the amount being held in reserve can be found under your Pending balance. From time to time, we may need to adjust your reserve amount. If that happens, we'll email you about the changes.


How do I make a credit payment?

You'll receive monthly statements and can choose to pay in full or over time (interest charges may apply). For your convenience, once you link your credit and accounts, you can track your purchases and make payments at www.pp.com.

You can pay your credit balance from either your PP balance or your bank account. We find that paying through PP mobile or your account is the quickest and easiest way to pay and avoid fees.

Here's how:

  1. Click Make a payment under credit on the left side of the page.
  2. Select the amount, payment method, and date of your payment.
  3. Click Continue.
  4. Review your payment details and click Pay.

Pay by mail: You can also mail a check or money order (we don't accept cash) to:

credit
P.O. Box 105658
Atlanta, GA 30348-5658

When mailing your payment, please allow 5-7 business days for us to receive your payment. Be sure you allow enough time for your payment to get to use before your due date. That way, you can avoid a late payment fee. Make checks out to "credit." Include your payment coupon or write your account number on your payment. You can find your account number on your statement.

Pay by phone: It's free to pay through our automated system. Get started.
Pay by Mobile device:
You can now make payments to your credit Account with PP Mobile.

Making a payment to your credit account:

  1. Open the PP App.
  2. Tap Manage credit.
  3. Tap Make a Payment.
  4. Choose how much you want to pay.
  5. Select how you want to fund your payment.
  6. Select the payment date.
  7. Tap Pay.

How do I avoid paying any interest on purchases I make using credit's promotional financing options?

To avoid interest charges, pay your promotional balances in full before the expiration date. The easiest way to track this information is to review the "Promotional purchases" section of your online statement. You can also check the current balance in the "Deferred Interest Summary" section of your paper statement.

Here's how to review your promotional purchases online.

  1. Click credit on the left side of the page.
  2. Your Promotional purchases can be found under your current credit transactions.

Is there a fee for late credit payments?

Yes, we'll charge a late fee for each month that the minimum payment isn't paid by the payment due date. The late fee will be up to $27.00 the first time a payment is late. If additional payments are missed within the next six billing cycles, the late fee will be up to $38.00.


I'm having trouble making my credit payment. Can you help?

We're sorry you're having a difficult time making your credit payment. Please note that you cannot pay your credit payment with a Credit or Debit Card.


How is my credit minimum payment due calculated?

Your minimum payment due each month will be the greatest of the following amounts:

(A) $27
(B) $38 (if you didn't pay the minimum payment due required in one of your 6 previous billing cycles)
(C) 3.0% of the total balance of your account (excluding balances for purchases or cash advances with promotional financing that haven't yet expired as of the last day of your billing cycle)
(D) 1.0% of the total balance on your account (excluding balances for purchases or cash advances with promotional financing that hadn't expired as of the last day of your billing cycle) plus any interest, late fees, or other fees charged during your billing cycle

Your minimum payment is rounded down to the nearest whole dollar.


When will my credit payment post?

If you're trying to make a payment for today, schedule it no later than 11:59 PM PT to get same-day credit. Payments scheduled for a future date will process on the date you select. Although we don't process payments on weekends or holidays, you'll receive credit for making a payment on those days. All payments may take up to 3-5 business days from the date they're processed to show on your account. Please allow up to 8 days for your payment to reflect on your available credit.

Payment TypePayment posting timeframe
Online/ Mobile PaymentSchedule it no later than 11:59 PM PT for same day credit
Scheduled paymentPayments scheduled for a future date will process on the date you select.
Online Bill PayYour bank may take a few days to process the payment before it reaches us. (your online bill provider may give you a timeframe as to when the payment will be received by us)
Mailing a paymentPlease allow 5-7 business days for your payment to get to us. Once received your account will be credited.
Pay by phonePayments made by phone before 11:59 PM PT will be credited that day.

Can I make automatic payments with credit?

Here's how you can set up automatic payments for credit:

1. Click Make a Payment under credit on the left side of the page.
2. Click Set up automatic payments.

3.Select how much you want pay, how you want to pay, and when you want to pay.
4. Click Continue.

5. Review the information and click Pay.

Your payment will process on your payment due date each month.

Tips on scheduling multiple payments:

How do I update or cancel my automatic credit payment?


Why am I getting multiple calls from credit?

If you've been receiving calls from credit, please call us back right away. We may need to resolve an issue with your account.

Please call Customer Service at 866-528-3733 8:00 AM ET to 11:00 PM ET Mon-Fri and 9:00 AM ET to 9:00 PM ET Sat-Sun.


How do I pay my credit account with the mobile app?

You can make payments to your credit accounts with the PP app. Here's how:

  1. Tap Manage credit.
  2. Tap Make a Payment.
  3. Choose how much you want to pay.
  4. Select how you want to fund your payment.
  5. Select the payment date.
  6. Tap Pay.

How will my credit payments be applied?

When you submit a payment to credit it will be applied as follows:

Minimum Payments:

  1. Easy Payments
  2. Promotions expiring on current due date (oldest balance first)
  3. Promotions expiring on following due date (oldest balance first)
  4. Balances with a lower than standard APR (e.g. "90 Day Grace" and "Balance Prior To") in order of low to high APR, or in case of multiples with same APR in order of low to high balance
  5. Standard balance
  6. Remaining promotions in expiring order

Excess Payments:

  1. Promotions expiring on current due date (oldest balance first)
  2. Promotions expiring on following due date (oldest balance first)
  3. Interest/fees
  4. Standard balance
  5. Remaining promotions in expiring order
  6. Balances with a lower than standard APR (e.g. "90 Day Grace" and "Balance Prior To") in order of low to high APR, or in case of multiples with same APR in order of low to high balance
  7. Easy Payments
  8. Current activity
  9. Amounts in dispute

How do I cancel or change my automatic credit payment?

Here's how to cancel your automatic credit payment.

  1. Click credit on the left side of the page.
  2. Click Manage payments.
  3. On the right, click Cancel under "You set up automatic payments."
  4. Review the cancelation and click Cancel Automatic Payments.

Here's how to change your automatic credit payment.

  1. Click credit on the left side of the page
  2. Click Manage payments.
  3. On the right, click Change under "you set up automatic payments."
  4. Update your payment details and click Continue.
  5. Review your payment and click Agree and Schedule Payments.

How do I dispute a credit purchase?

Before disputing a credit purchase, we recommend attempting to resolve the issue with the merchant. If you aren't able to resolve your dispute with the merchant, please follow the steps below to file a dispute.

If you used credit through your PP Wallet, you have 2 options for disputing the transaction:

If you used credit outside of your PP Wallet, you can dispute directly through credit using the steps below.

Dispute through PP
Here's how to file a dispute with PP.

  1. Click Dispute a Transaction in the Resolution Center.
  2. Select the item you wish to dispute, click Continue, and follow the rest of the instructions provided to submit your dispute.

Don't see your credit purchase on your account? Email us by clicking Contact at the bottom of any PP page.

Dispute directly through credit
To dispute through credit, you must submit a dispute in writing. Please complete our Dispute Investigation Form and send it (along with your supporting documentation) to:

credit
P.O. Box 5018
Timonium, MD 21094

You can also fax your completed form and documentation to us at 443-921-1996.

If you're disputing directly with credit, we must receive your letter or completed dispute form no later than 60 days from the date of the billing statement we first billed you for the transaction. You can call Customer Service for information, but notifying us of your dispute by phone or email won't preserve your rights under the Fair Credit Billing Act.


How long will it take for a refund to appear on my credit account?

You can generally expect a refund to appear on your credit account within 7-10 business days of the date the merchant processed the refund. Merchants have varying timeframes for processing refunds for returns.

You can see refunds online. Here's how:

  1. Click Details next to credit on the left side of the page.
  2. Click See statements. To see refunds that posted on a previous statement click the desired statement date.

I still don't see my refund on my credit account, where is it?


How do I return a credit purchase?

If you need to return a credit purchase, please work directly with the store or merchant you purchased from. credit doesn't accept returned items. We suggest you check the store's website for a return policy, or contact the store's customer service team.


How do I cancel a credit dispute?

If you've resolved your concerns with the merchant and would like to cancel the credit dispute you filed, please follow the steps below to notify us.

  1. Click Help at the top of the page.
  2. Click Message Center.
  3. Click Compose on the right side of the page under Log out.
  4. Click My credit Account.
  5. Select the topic Disputes and subtopic My Dispute Status.
  6. In the text box let us know you'd like to cancel your dispute.
  7. Click Send.

Does credit protect me from liability for unauthorized charges?

Yes! credit provides zero fraud liability protection, the same protection provided by most major credit cards. This means you're not responsible for unauthorized charges.


How will I be notified when credit resolves my dispute?

We'll send you an email notification of the outcome of your dispute within 90 days of receiving your request. If we resolve the dispute in your favor, we'll remove the charge from your account and you won't have to pay any interest charges related to the disputed amount.

If our investigation determines that the charge is valid, you'll be responsible to pay the disputed amount and any applicable interest charges. The total amount due, including any applicable interest charges, will appear on your monthly billing statement.


Does PP Purchase Protection apply to my credit purchase?

When you check out with PP and pay with credit, you're covered under PP's Purchase Protection. See Eligibility.


What happens after I submit my dispute through credit?

Once we receive your dispute, we'll send a written confirmation that it was received, and begin our investigation. We'll do this within 30 days of receiving your dispute, unless we've already corrected the error.

The disputed amount will continue to appear on your bill, including interest charges, but we won't attempt to collect the disputed amount from you. You're responsible for making payments on any remaining balance owed on your account that isn't in dispute.

We'll notify you by email if we need additional information from you to process your dispute. Please respond promptly to any requests for additional information.


I still don't see a refund on my credit account, where is it?

If you're still waiting for your refund to appear on your credit account you may want to contact the merchant directly to verify the following:


What are the benefits of offering credit on my website?

credit allows your customers to pay for their purchases without entering credit card numbers or sharing their personal data with you. It's convenient and secure, and you still get paid right away. And best of all, credit customers get more time to pay by taking advantage of special financing programs, or by choosing to take extra time on non-promotional purchases and paying a competitive interest rate.


How do I customize my homepage and checkout pages?

By accessing the PP Logo Center, you can download logos, graphics and buttons for your homepage and checkout page.

Here's how to get to the PP Logo Center:

  1. Go to www.pp.com.
  2. Click on Sitemap at the bottom of the page.
  3. Under PP Business, click PP Logo Center.

What is Virtual Terminal and how does it work?

Virtual Terminal is part of our PP Payments Pro solution. It allows merchants to accept payments virtually anywhere they have Internet access, with no card swipe or software to install.

Here's how it works:

  1. Log in to Virtual Terminal. When you're ready to process a payment, go to our website and log in to your account. Click Tools at the top of the page, then select Virtual Terminal.
  2. Enter the order. Enter the order details and credit or debit card information. If you're mailing an item, include the shipping info.
  3. Complete the transaction. You'll receive a confirmation for successful transactions. You'll then have the option to print a receipt or packing slip — or process another payment.
  4. Get paid. Once approved, the money shows up in your account, usually within minutes. From there, transfer it to your bank account, spend it wherever PP is accepted or use your Business Debit MasterCard at the ATM or in stores. You have fast access to your account, plus the Business Debit MasterCard offers 1% cash back on eligible purchases (It requires enrollment. Cash back applies to signed transactions only.

Virtual Terminal costs $30/month, with no setup, termination or withdrawal fees. Per-transaction fees of 3.1% + $0.30 apply.

See pricing details

If you encounter any issues when signing up or processing payments, please reach out to Merchant Technical Support.


How do I get a paper copy of my 1099?

You can get a paper copy of your 1099 statement if you request one before the end of the calendar year. Here's how:

  1. Log in to your account.
  2. Click Profile.
  3. Click Money Market Fund in the My money section.
  4. Click Receive paper statements.

You can also view your 1099 tax statement online:

For Business account holders:

  1. Log in to your account.
  2. Click Products & Services.
  3. Click Useful Tools.
  4. Under Money Management, click Learn More next to PP Money Market Fund.
  5. Click 1099.
  6. Select the statement, and then click View.

For Personal or Premier account holders:

  1. Log in to your account.
  2. Click Products & Services.
  3. Click PP Money Market Fund under the More products and services section.
  4. Click Go to my Money Market Fund account.
  5. Click 1099.
  6. Select the statement, and then click View.

Note: 1099 statements are not required if you earned less than $10 in dividends. In this case, neither you nor the IRS will receive one, and the 1099 link will not display.


How do I increase my credit limit?

At this time, credit customer support representatives cannot raise your credit limit over the phone. However, if you check out with credit and you don't have enough available credit to cover your purchase, your account will be instantly reviewed to see if you qualify for an increase. If we can't raise your credit limit we'll send you an email within 24-48 hours to tell you why. This will happen automatically during checkout, and it won't slow you down. It also won't affect your credit report, and there are no fees or penalties for trying!

Once you've been approved for credit you will find your Credit line listed under your credit balance on the left side of your summary page.


Why should I link my credit account to my account, and how do I link them?

Linking your accounts helps you get the most from credit. Here's why:

Want to link your accounts today? It's easy! Here are some ways to link your credit and accounts:

Can I link more than one credit product to my account?


How do I close my credit account?

We're sorry to see you leave! If you'd like to close your account, please call Customer Service at 866-528-3733 Mon-Fri 8:00 AM ET to 11:00 PM ET and Sat-Sun 9:00 AM ET to 9:00 PM ET.

You can also send us a letter (including your account number) to:

credit
P.O. Box 5018
Timonium, MD 21094

Here's how to find your account number:

  1. Click the Summary tab.
  2. Click credit.
  3. Click See Statements.
  4. Click a statement cycle date to view transactions from that billing cycle.
  5. Once a cycle is selected you can download that full statement by clicking the Full Statement PDF icon on the left.
  6. Your account number will be located in the upper left hand corner of your full statement.

Why do I have two credit accounts?

We apologize for the confusion. Sometimes we create a second account for a customer when a purchase is made using information that differs from what is currently in the customer's account profile. We're happy to correct this issue for you. Please click Contact at the bottom of any PP page to call or email us.

Can I link more than one credit product to my account?


How do I stop paper billing for my credit account?

We're happy you've decided to go green! You can sign up for paperless billing online. Here's how:

  1. Go to your ProfileIcon Profile.
  2. Click Notifications.
  3. Scroll to the credit section and look for your statement setting under "Your credit statements."
  4. Click the option to Receive by mail or Receive E-statements to switch your statement setting.

Changes to your statement delivery method can take 1-2 billing cycles to take effect.


How do I find my credit account number?

Here's how to find your credit account number:

  1. Click credit on the left side of your summary page.
  2. Click See Statements.
  3. Click a statement cycle date to view transactions from that billing cycle.
  4. Once a cycle is selected you can download that full statement by clicking the Full Statement PDF icon on the left.
  5. Your account number will be located in the upper left hand corner of your full statement.

I'm having trouble printing my statement. What printer settings should I use?

If you're a PC user, set your page scaling to "Fit to Printable Area,", "Shrink to Printable Area", or "Shrink Oversized Pages."

For Mac users, select "Scale to Fit" and choose "Print Entire Image."

Exact wording and options may vary depending on the version of Adobe Reader installed on your computer. However, these are the default settings for printing PDF files. If you've changed your settings and you're still having trouble, just revert back to the default settings to print your statement.


Why did I receive a Consumer Financial Protection Bureau (CFPB) refund check?

You received this refund under the terms of a Consent Order entered into on May 21, 2015, between PP and the Consumer Financial Protection Bureau, a U.S.-based regulator, related to our credit product.


Why did I receive my CFPB refund to my account and not a check?

credit accounts that were linked to an active account received the refund in their accounts. credit accounts that were not linked to an active account received the refund in the form of a check For questions about using or withdrawing funds from your account, please contact credit Customer Service at: 1-866-528-3733, Mon-Fri 5:00 AM to 10:00 PM PT and Sat-Sun 6:00 AM to 8:00 PM PT.


Can I have my CFPB refund check reissued if it was lost?

Yes, please contact ALCS, credit's vendor that sent you the check, at: 1-800-348-2540 Monday-Friday 9 AM-9 PM EST to request this.


How were the CFPB refund amounts determined?

You are entitled to a refund of the interest and fees incurred during either the first 4 months following your first transaction, and/or accrued interest incurred on multiple transactions made with promotional financing expiring at the same time during the period identified by the CFPB.


After billmelater.com is gone how will I service my account online?

You will now be able to manage your account at PP.com by logging into your account and clicking on the credit section. You will be able to make payments, view your statements and manage your profile and preferences once linked to PP. For more information, including how to link your credit and accounts, go to www.ppcredit.com.


What is credit?

credit is a line of credit from Comenity Capital Bank that gives you the flexibility to pay for your purchase now, or pay over time. It's easy to apply and easy to use.

You can use credit on purchases at thousands of stores that accept PP. It's also available for purchases on eBay and exclusively at thousands of other online stores.

See the credit Terms and Conditions.

How do I apply for credit?


How do I apply for credit?

When you need to buy something, you don't want to wait. With credit you can buy now and pay later. When applying for credit you will be asked to provide your date of birth, Social Security Number and accept the credit terms. You will receive a credit decision within seconds. There is no annual fee to use credit. You can easily manage your account through PP.com.

Apply for credit.


How does credit work with PP?

credit works seamlessly with PP as a payment option when you check out. When checking out with PP, select credit as your payment method. If you already have an existing credit account that isn't linked, it will be linked as soon as your purchase is complete. If you don't have a credit account you will be asked to provide your date of birth and Social Security number during check out. Once you accept the terms, approval takes just seconds!


How do I select credit as my payment method?

There are two ways to choose credit. If a merchant has a credit button at checkout, you can simply choose that option. If you don't see a credit button, check out with PP. Then you'll have the option to select credit as your payment method.

Please be aware that you cannot combine credit with any other payment methods when making your payment.


How is credit different from Bill Me Later?

credit is simply the new name for Bill Me Later. You'll still enjoy all of the benefits of Bill Me Later, including great savings with special financing offers and the ability to buy now and pay over time.

If you already have a Bill Me Later account, you don't have to do anything. Your existing Bill Me Later account will automatically transition to a credit account.


I just opened a credit account. Now what?

Shortly after your first purchase, you'll receive a welcome email. Then, about 10 to 14 days after your first purchase you'll receive an email notification that your billing statement is available online. You can log in to PP at any time to see your purchases and keep track of when your payments are due.


Can I use credit when I shop on eBay?

Yes! Look for the credit option on the "Choose Payment Method" page, or when you check out with PP. credit can be used for most purchases on eBay, except in the following categories: adult, digital goods, weapons, alcohol, and vehicles. (credit is available for auto parts and accessories.)


Do you check my credit report every time I make a credit purchase?

No. We review your credit report when you apply for credit and occasionally when you attempt to increase your credit line. We'll receive periodic updates of your report, but these updates have no impact on your credit score. If we decrease your credit line for any reason, we'll notify you in writing and tell you why.


What is my Annual Percentage Rate (APR)?

The Annual Percentage Rate is 19.99%, although some special offers have a lower promotional APR.

Of course, you can choose to pay your entire balance by the payment due date to avoid interest charges. Learn more about the interest rate.


What does credit "subject to credit approval" mean?

Creditworthiness or "subject to credit approval" is determined by Comenity Capital Bank. This process happens in a matter of seconds as part of the credit checkout process. Once you're a credit customer, you can use your credit line to make purchases. If you make a purchase that would cause your outstanding balance to go above your credit line, we'll look at your credit history and credit history to determine instantly whether to increase your credit line.


Why am I unable to pay with credit?

There are several reasons you may be unable to pay with credit. If you experience a situation where your purchase is declined by credit, you'll receive a real-time notification.

A. Check if your purchase attempt exceeded your available credit
B. Your purchase attempt might need further verification
C. Your account could be closed
D. credit not offered at checkout

If the merchant accepts credit, and there are no restrictions on your transaction, we recommend that you choose from your available PP funding sources to complete your purchase.


Can I link more than one credit product to my account?

At this time, you can only have one PP card (credit, PP MasterCard or eBay MasterCard) linked to your account. We apologize for any inconvenience and are working to enable this feature.


Will my funding sources transfer when I start managing my credit account on PP.com?

No. Since the requirements for credit and PP differ, we cannot add your current funding sources without you going through approval and set up process of adding them yourself. This is also a security feature to make sure you are in control of who has access to your accounts.


Did my purchase attempt exceed my credit limit?

If you're attempting a purchase that exceeds your current available credit, we'll evaluate your account and may increase your credit line. This process happens seamlessly during checkout and doesn't slow down the checkout process. This decision process doesn’t require a new credit inquiry. If you attempted a purchase and your credit line wasn't increased, you can try to make a purchase for a lower amount. Keeping your account in good standing and maintaining good credit may help you qualify for real-time credit line increases. Please note that we don't accept requests to manually increase your credit line.

You can view your current credit line and available credit online under credit on the left side of the summary page.

Pending authorizations are transactions which the merchant hasn't processed yet. If you have a transaction that is showing as a pending authorization, it's not reflected in your current balance. However, it will affect your available credit. If you wish to cancel a pending order, please contact the merchant. Once canceled, a pending transaction will disappear from your pending orders within 30 days. If a canceled pending order is still reflected on your account and you believe it's causing your purchase attempt to be declined, please let us know that the order is canceled and request that we manually remove it from your pending orders.

If you made a payment toward your balance to increase your available credit, check your balance to determine if the payment has posted to your account.


Why does my credit purchase need further verification?

To protect the security of your account, we always check to make sure the information provided during checkout matches your account details. If we aren't able to verify some of the information provided, we'll decline the purchase and notify you via email.

If this occurred and you'd like to try the purchase again, please check to make sure the information entered on the merchant's website matches your account details. If any of these details aren't up to date on your account, you can update your profile online.

Here are some common things to check:
Is your name spelled the same? Avoid using nicknames or abbreviations.
Is the phone number the same one we have on your account?
Does the email address you entered match the email address we use to communicate with you?
Did you enter the correct billing address at checkout? Is your billing address different than your shipping address?


Is my credit account closed?

You can determine the status of your credit account by checking your most recent billing statement. If your account was closed as of the date of this billing statement, a notification will appear under the section titled "Important Account Information." If your account is open, there will be no notification in this section.


Why is credit not offered at checkout?

credit may not be offered as a funding source for every purchase. Some PP merchants don't accept credit. In addition, please note that even if a merchant offers credit as a way to pay, PP reserves the right to restrict your ability to use your credit line depending on the circumstances of each purchase. If credit doesn’t appear as a payment option at checkout, you won’t be able to use your credit account for that particular transaction.

If the merchant accepts credit, and there are no restrictions on your transaction, we recommend that you choose from your available PP funding sources to complete your purchase.


What types of promotional financing does credit offer?

credit offers the following types of promotional financing. (Offers vary by merchant.)


Do I get promotional financing on all of my purchases?

Promotional financing offers vary by merchant. Check the merchant's website to see their current offers for credit purchases.

If you check out with PP and select credit, you're eligible for "No Payments + No Interest if paid in full in 6 months" for purchases of $99 or more.


Can I receive promotional offers by using credit?

We offer promotional credit incentives with some merchants who offer credit. Not all purchases made using credit will qualify for these promotional credits. Minimum purchase and other qualifying factors may apply. Check the merchant's website for current promotional offers.

If your purchase qualifies for a promotional credit, the credit should post to your account within 1-2 billing cycles.

What types of promotional financing does credit offer?


How can I find merchants who offer credit promotional financing and offers?

Browse today's promotions and discounts. Also, you can get 6 months to pay on all purchases of $99 or more when you pay with PP using credit.


Do personal payments to friends and family qualify for promotional financing?

No. Send money transactions (both personal payments and goods and services transactions) are not eligible for promotional financing.




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