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Originally Posted by ellandax (Post 1161898)

How many days does it take for a responder by BBB
I have already made my complaint but I did not receive any notification by email
I only received a case number

Originally Posted by Mecca365 (Post 1134253)

I want to say thank you for the info on this forum because I was able to have my PayPal account restored, presumably from the steps followed. My account was ‘permanently limited’ without any notice or reason why. The call centre staff were useless and claimed they couldn’t see any info. Based on the recommendation here, I drafted an email detailing how our business was very legit including links to reviews, mentions in press articles and copies of our business registration certificate. I had no idea, and still don’t, what their alleged reason was for limiting my account so I was stabbing in the dark a bit re what points to address in this email.

I sent it to the email addresses referred to in this forum, but nearly all of them bounced back (probably because the original post was from some years ago), which was disheartening after I spent all the time drafting it. But I then lodged a complaint with the Financial Ombudsman and also on the Ombudsman’s website they list the official PayPal contact email for complaints, so I emailed my response there too. I subsequently realised this email is in the PayPal Ts and Cs document too for where to send complaints to - so I’d recommend looking up the Ts and Cs doc for your country and emailing to that address.

About 1.5 weeks later I received an email from PayPal out of the blue saying that they determined our account was not in breach of the user terms and had restored our account. There was no explanation as to why they shut down our account in the first place, nor of exactly what worked to get it restored. My guess it was most likely the complaint to the ombudsman that did it - because they have to respond to those complaints at law and it’s probably just easiest for them to restore the account to settle the complaint - or alternatively sending my spiel to the email address that’s in their Ts and Cs doc to handle complaints. I agree with the OP’s comments to not bother keeping ringing them and to email instead, because the call centre staff are basically trained monkeys who can’t see any details and don’t care.

I hope this assists others, like the info posted assisted me.

Originally Posted by Timke (Post 1166849)

Hi guys, just want to thank everyone that has been sharing their insights to resolve a limitation from PayPal.

Today 08/19/2021 I have been able to restore full access to my account after being permanently limited by following the advice from you guys.
I have an eCommerce business registered in Belgium, I followed the exact steps from the initial post and sent it to 3 email addresses from the list. (executiveoffice@paypal.com, aup@paypal.com, ppelce@paypal.com)

Today, 3 days after my first email I received an email from PayPal saying that my account access has been restored. Like advised I explained my business in clear, formal and polite language, explained possible causes of the limitation and provided them with all my business files via a Google Drive.

I'm truly grateful for this forum, without this I wouldn't have been able to resolve this limitation. Thank you very much and good luck for the ones that are still trying to resolve their limitation!

Originally Posted by Timke (Post 1166849)

Hi guys, just want to thank everyone that has been sharing their insights to resolve a limitation from PayPal.

Today 08/19/2021 I have been able to restore full access to my account after being permanently limited by following the advice from you guys.
I have an eCommerce business registered in Belgium, I followed the exact steps from the initial post and sent it to 3 email addresses from the list. (executiveoffice@paypal.com, aup@paypal.com, ppelce@paypal.com)

Today, 3 days after my first email I received an email from PayPal saying that my account access has been restored. Like advised I explained my business in clear, formal and polite language, explained possible causes of the limitation and provided them with all my business files via a Google Drive.

I'm truly grateful for this forum, without this I wouldn't have been able to resolve this limitation. Thank you very much and good luck for the ones that are still trying to resolve their limitation!

Originally Posted by telltheking1 (Post 1166949)

that's great news, I sent my emails on the 17th to those listed. Still nothing back yet. Which e-mail responded to you if I may ask??

Originally Posted by Timke (Post 1167144)

I eventually received a message from customer support where they apologised for the inconvenience and told me that I can reach out to ppelce@paypal.com if I'd have any additional questions or concerns so I guess they also reviewed my case but I'm not sure. The email telling me that my acces has been restored was from service@paypal.com

Best of luck with your account, hope you'll be able to get it fixed!

Originally Posted by tisaalho (Post 1169114)

I just tried to send a e-mail to lift limitations on our account, with contents as instructed in this thread, to ppelce@paypal.co.uk, and to europeanservices@paypal.com. From both of those I received an immediate auto-reply from donotreply@paypal.com:



(except that for some weird reason this forum replaces the word "f a k e" with funny characters) followed by the e-mail address I sent from, and the subject line of my e-mail.

Has this happened to others? Do any of the e-mails work anymore?

Originally Posted by HangInThere (Post 1169132)

Did you reply to or quote a PayPal email, or did you send a fresh one?

Originally Posted by HangInThere (Post 1169132)

Perhaps they incorrectly assumed you were forwarding a spoof email?

Originally Posted by HangInThere (Post 1169132)

I can confirm that the emails still work.

Originally Posted by tisaalho (Post 1169185)

Sent from the e-mail which is also the Paypal login e-mail

Originally Posted by tisaalho (Post 1169185)

Subject line "xxx Ltd account limited for no reason", where xxx is our company name

Originally Posted by tisaalho (Post 1169185)

The e-mail address of our account mentioned in the lead paragraph, which gmail formatted as a clickable link

Originally Posted by tisaalho (Post 1169185)

Related e-mail addresses mentioned in the body of the text, also formatted as links (since this limitation was originally triggered by a payment sent to a different e-mail of ours, which we accepted on the paypal account)

Originally Posted by tisaalho (Post 1169185)

Several clickable links to reviews, shops etc for our products, a clickable link to our google drive folder

Originally Posted by tisaalho (Post 1169185)

Paypal references, i.e. something like Ref ID – PP-L-xxxxxxxxxxx where the x's are numbers

Originally Posted by HangInThere (Post 1169190)

I can see you let anger do the talking here, despite you mentioning that you know the reason - they might not even open the email. Since you have proficient language skills, I don't want you to waste your appeal, so I will advise using the same subject as we did: Account Limitation Appeal (Ref ID PP-L-XXXXXXXXXXXX)

Originally Posted by HangInThere (Post 1169190)

I'm not sure what you mean regarding the cause - the only way it makes sense to me is if you had a payment sent to an incorrect email, which you then registered with PayPal to claim. In this case, the viability of your appeal depends on whether you created a new account with the same identity, or linked the email to your main account. In any case, if the emails are related to the cause, then they must surely be included in the letter.

Originally Posted by HangInThere (Post 1169190)

Try not to include too many links, but if you find it necessary to your case, then at least make sure to label everything and briefly describe what they will find at each one (especially the Drive).

Originally Posted by tisaalho (Post 1169192)

It was sent to the wrong e-mail, and I linked that e-mail to the main account. That was the right thing to do, right?

Originally Posted by HangInThere (Post 1169195)

It's not a violation, but changing account details tends to flag you for review - a few users on this thread have encountered the same issue with a registered business account. I personally would not have linked a new email (and instead asked the customer to cancel & resend it), but only because I know how sensitive PayPal's system is - it doesn't mean you're not allowed to.

Originally Posted by tisaalho (Post 1169196)

Tell me about it... if I'd had any idea this is such a big deal, i absolutely would've just not received the payment. Also, the bigger problem was probably how I replied to the review request (I had no idea this is something that can actually become near unresolvable :doh: ): this was over a partial warranty return for one of our products, for which we charged shipping (since it's not that the product doesn't work, it's just that later units in the production series work better), and I didn't have our purchase receipts etc since we didn't sell anything, and the unit was still on it's way to us, so I didn't have any receipts for shipping out. I called Paypal's customer service, who instructed me to simply put this out in writing in the reply, which I did. And that was obviously by far the worst thing to do.

Now in the appeal I have the shipping back receipt, the e-mail chain with the customer (included with his permission) who has now received the upgraded unit and is happy with it, receipts for the parts (among quite a lot of other parts on the same receipt) used in the repair, the tracking link showing a package was sent and received, and our receipt to the customer for the upgrade, so I'm hoping that will help resolve the issue.

Originally Posted by tisaalho (Post 1169286)

Okay, I changed the subject, moved the links to attachments, read through the text to make sure I'm not coming off angry accidentally anywhere else (fixed one more point, just to be sure), and sent it ppelce just to check if it bounces immediately. In only 7 minutes (!) I received a reply, from ppelce@paypal.co.uk



I must've done something really horrible, there's no way they could have reviewed the documents this fast...

Any hope in sending this to the other addresses...?

Originally Posted by HangInThere (Post 1169318)

Interestingly, our account was restored less than 24 hours after responding to the monkey on the chat, by simply asking them to forward our appeal letter to the Executive Escalations office (which they did). Judging by the speed, it might just have been the appeals office, although I imagine the formal complaint they acknowledged would eventually be handled by the executive office (for the final review).

Originally Posted by tisaalho (Post 1169406)

Thanks, I was getting desperate but I suppose I'll try the other addresses then.



On the chat? So sign in to Paypal, and talk to the support chat? Paste them the appeal and ask them to forward it to the Execute Escalations office?

Originally Posted by Timke (Post 1167144)

I eventually received a message from customer support where they apologised for the inconvenience and told me that I can reach out to ppelce@paypal.com if I'd have any additional questions or concerns so I guess they also reviewed my case but I'm not sure.

Originally Posted by Aymen007 (Post 1169456)

Hello,

I have a company in UK and a physical address for this business

I opened a paypal business account and passed all the verification steps and all my documents are authentic

I have received the confirmation that the limit to receive or send the money has been lifted

Account limit lifted
Your transfer limit has now been lifted. You can now transfer unlimited money from your PayPal account.

Your new PayPal Business Debit Mastercard® is being processed and will be sent soon.

Your new card is on its way
Your new PayPal Business Debit Mastercard ® should arrive within 10 working days.

and they confirmed to me that the paypal debit card was sent to my address in the United Kingdom

after the activation of my paypal account completely and the card on the way to my address in uk

just 3 days later I received this email

and I say well that I never made any transaction in it or do anything it is a new account never used only I prepared for my company business

We're initiating the closure of your PayPal account

After a thorough review of your PayPal account, we're initiating its closure in order to protect us from potential financial losses.
You'll no longer be able to use PayPal account.

Your account access has been limited

I am really ashamed to close a business account that has gone beyond all the verification procedures without me even using it

Really I'm shocked how this company treats people

I have doubts on one point

I am in Tunisia when I open the paypal business account
Is there a problem if you opened an account from one country to another?
in my opinion normally everything in order because I have all the necessary documents in uk which prove the availability of any proof of the company or their address or the name of the manager

For me this is my first time and i don't know if any chance i can re open the account or it's will be closed for lifetime

Best Regards

Originally Posted by drakehound (Post 1169489)

I find it soooooooooooooooo ridiculously laughable that everyone has to finesse their activity and walk on eggshells, continually in fear of being permanently limited. I have no idea how PayPal is managing to hold onto any customers at all at this rate.

I have been trying to get my limitation reviewed for almost two years now. I have *hundreds* of the canned responses mentioned above. I have appealed to *dozens* of email addresses.

I am still trying to work up the nerve to file a complaint through the Better Business Bureau. I don't want to do it, because once they say NO to that, I know that it's all over.

Originally Posted by drakehound (Post 1096378)

I think the prime suspect is an IP address issue. I have logged in to PayPal from a number of different places in Canada where I live, and also from the USA. I also log in when I am travelling in Asia sometimes. In this case, the ban came approximately twelve hours after I logged in from Asia for the first time in about a year.

Originally Posted by azharali (Post 1169497)

Hi, How are you Sir?. My PayPal business account was permanently blocked six months ago. I believe I only utilised the account for a month. My entire account amount was placed on hold for 180 days, and I had been waiting for 6 months to withdraw my hold money when I got into my account on June 11, 2021. My payments had been transferred to PayPal, which I saw.

This was in the memo of transaction Payment to:Paypal;Damages caused to PayPal by Acceptable Use Policy violation(s);
At the same time I dialed the PayPal Helpline and spoke with Patrick Joseph (Customer Support Agent). The representative gives me the aupviolation@paypal.com email address and advises that I send an email to the team.

I sent an email to aupvioalation@paypal.com and received a response with some automated emails. In brief, I sent another 1 to 2 emails and eventually obtained a response.

Dear Zeeshan Kahloon,

Thank you for contacting PayPal.

After reviewing your account, it seems that there was a violation of the PayPal's acceptable use policy on section 2.e

The AUP (Acceptable Use Policy) can be seen here: https://www.paypal.com/us/webapps/mp...ptableuse-full

This is the reason for the internal correction on your account and the note explaining "PayPal Posting Date:Aug 11, 2021;Payment to:Paypal;Damages caused to PayPal by Acceptable Use Policy violation(s);PayPal's damages caused by Acceptable Use Policy violation." is in regards to the balance on your account being used to repay the costs caused to third party members for the AUP infringement.

Please let me know if there is anything else I can do for you.

Your sincerely,

Gaston
Paypal

Now, I've sent 3 to 4 emails in these email answers, but I have yet to receive a response from PayPal. I have read Section 3. (e) Stolen goods including digital and virtual goods, I'm not sure what the term "stolen goods" means or how it relates to my account. If you know please explain to me

Also, PayPal has not provided me with any evidence that I have broken the law like Stolen products, including digital and virtual goods, are protected under section 2 of the law (e). I'm a freelancer. I provide digital marketing services. I have all of the payment evidence and can assure you that there are no illegal operations involving stolen goods or funds.

First and foremost, I do not want my account reopened or to register a new account because the PayPal Inc have disappointed me. Please let me know how I may file a PayPal appeal to resolve these difficulties and receive my money back. Because £8,000 is a significant sum for me

I eagerly await your response.

Azhar Ali

Originally Posted by HangInThere (Post 1169494)

I've had a look through your old posts to understand your context and can see that you were not a seller at all, right? And you also figured that the reason for the limitation was a change of IP/continent...

Originally Posted by HangInThere (Post 1169464)

With regards to response times, it's very reasonable: appeals are reviewed in <24 hours and complaints are reviewed in <5 days. As for the current email the Executive Office is using, they have stated that they can be reached at ppelce@paypal.co.uk, but I think this might only be for UK customers. Another user from outside the UK has reported that the contact email stated is ppelce@paypal.com

Originally Posted by tisaalho (Post 1169665)

so I think I might have gotten through to someone who's actually going to review the case. Here's hoping, and I'd imagine it's smartest to just wait for now and see what they respond.

Originally Posted by HangInThere (Post 1169532)

Hi, and welcome!

With PayPal, we're all essentially guilty until proven innocent, and with marketing services, I can see that being amongst the most difficult of digital services to prove. I haven't yet heard of the "PayPal Damages" correction being reversed, so I'm not sure if there's a way out of this.

As outlined in the post, you can submit a complaint to the BBB since you're in the US, but the intention should be to prove what you were selling and clarify that you were not in violation of the AUP. The alternative option is to hire a lawyer and hope for the best to get your funds released - most people would probably advise this.

All the best!

Originally Posted by tisaalho (Post 1170207)

Thank you so much for these instructions! :hail:

A few details I learned, which I think are all somewhere in this thread, but hopefully me collecting them here will help someone:

• The subject line matters. The suggested format "Account Limitation Appeal (Ref ID - PP-L-XXXXXXXXXX)" should probably be used always.
• It may or may not matter, but if you're using a lot of links to make your point, maybe collect them in an external document that's among the attachments.
• In case you get a response along the lines of "Your message was blocked." and "Thank you for letting us know about the suspicious email you received.", check the two above points, they fixed it for me. Apparently there's some unreliable automation that attempts to forward reports of spoof e-mails.
• You may get a few stock responses, in that case just keep trying the other e-mail addresses until you get a message saying that the appeal has been escalated (or maybe you'll get the limitations lifted message straightaway in some cases). They say they'll take 5 days to process, but in our case it was actually 9 days (including 3 weekend days).

Originally Posted by azharali (Post 1169771)

Hi,

I have faced a issue, I have LLC in the Unites States Wyoming state. I’m trying to create a Business PayPal account on my LLC details. First, I tried 3,4 months ago when I started the account creation process. I did not fully sublimate all of my information, I received an email from PayPal stating that my account would be permanently limited.

Now, I've tried again to create a Business PayPal account with a different email address, submitting all required information and confirming email verification. However, in my account's dashboard, I see two red limitation notifications.

I notice two sorts of limitations and the required documents that have been filed. I recently received an email from PayPal informing me that my account has been permanently restricted. Because of potential risk exposure, we've permanently limited your account. You'll no longer be able to use the account for any transactions

I'm not sure that's the issue. Both accounts have had no action, thus I believe there is a problem with my LLC documentation or my identity.

I eagerly await your response.

Originally Posted by ohama (Post 1170081)

Thank for your exceptionally guide. I have 20 paypal account, 10 of them was being limited in the same time. I have uploaded of the documents which they asked for 5 accounts, and 1 of them was restored, 4 was hold 180 days.
My paypal account just was used for personal transactions. So I do not have much proof to show them. I just said with them that I did not sell anything and just used it for my personal work. I don't have much words to explain with them.
Should I use a same template email to executive paypal team for of my account? It's hard to brainstorm 10 differents email to explain the same problem for 10 accounts.

Originally Posted by drakehound (Post 1169574)

Yeah, that's right. I have been using PayPal exclusively for buying things on eBay since 2001. This year would have been my twentieth year of happily buying away.

In December of 2019 I was on vacation in the Philippines. The house that I was staying in had a dynamically allocated IP address, which changed every time the modem was restarted. There were power failures there almost every day, so the modem restarted on a regular basis and a new IP address was always assigned.

While there, I logged in and out of my PayPal Account one day (without making any transactions; I was simply looking at the account). The account was permanently limited a few hours later. This limitation obviously had something to do with the IP address that happened to be assigned at the time that I had logged into my accounts. Perhaps there had been some suspicious activity associated with that IP address at some point.

eBay has almost finished their transition to managed payments, so I don't need PayPal anymore. I'm just trying to clear my name in order to vindicate myself. I'm a squeaky-clean straight-arrow kind of guy. I've never been banned from anything in my life. I have never even had an overdue library book. Haha

There is always the chance that I may want to send a friend or family member some money via PayPal at some point. I guess if that situation ever pops up, I will just have to find another way.

Thanks for your response, and your guide, which has been my best hope over these past two years.