{"id":"paypal","page":"https://escalate.alexgaoth.com/#/c/paypal","html":"https://escalate.alexgaoth.com/c/paypal/","generated":"2026-10-15","company":{"id":"paypal","name":"PayPal","aliases":["paypal inc","paypal holdings","paypal purchase protection","paypal resolution center"],"sector":"payments","parent":"PayPal Holdings, Inc.","website":"https://www.paypal.com/us/home","official_domains":["paypal.com"],"security":{"never_asks":[{"kind":"policy","claim":"PayPal will never ask for your password, PIN or one-time verification codes.","source":"https://www.paypal.com/us/security/learn","last_verified":"2026-10-12"},{"kind":"policy","claim":"PayPal says a request from someone who claims to be customer service to share your password or two-factor authentication code, to send money as a test transaction, or to download software is never legitimate.","source":"https://www.paypal.com/us/security/learn-about-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudsters use PayPal to send a real-looking invoice or money request so that you call a phone number in it. If you don't recognize the requester, ignore the request, don't call the number, and forward the email to PayPal.","source":"https://www.paypal.com/us/security/learn-about-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"A seller you don't know asks you to pay with the Friends and Family payment type. PayPal calls this a red flag for a scam; Friends and Family payments are not covered by Purchase Protection, so pay for goods with Goods and Services.","source":"https://www.paypal.com/us/security/learn-about-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers fake the caller ID so a call appears to come from PayPal, or use automated calls that ask you to call back a number. PayPal says to contact it only through the Help Center Contact page or at 1-888-221-1161.","source":"https://www.paypal.com/us/security/learn-about-fake-messages","last_verified":"2026-10-12"},{"kind":"policy","claim":"Phishing messages that claim to be from PayPal often use generic greetings such as Dear user or Hello, PayPal member. PayPal says its messages always use the full name on your PayPal account.","source":"https://www.paypal.com/us/security/learn-about-fake-messages","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails and texts that claim to be from PayPal","value":"phishing@paypal.com","purposes":["fraud"],"notes":"Forward the entire email, then delete it. For a text, forward the message to this address, then block the sender and delete it.","source":"https://www.paypal.com/us/security/report-suspicious-messages","last_verified":"2026-10-12"}]},"regulators":["cfpb","ftc"],"notes":"PayPal, Inc. also runs Venmo (see venmo). Most PayPal help is in-account: the Resolution Center (https://www.paypal.com/disputes/) handles purchase disputes, unauthorized-activity reports and account limitations. The PayPal legal hub pages (User Agreement, Balance Terms) render with JavaScript; values cited to them come from paypal.com search snippets.","channels":[{"id":"customer-service-phone","type":"phone","label":"PayPal Customer Service","value":"+1-888-221-1161","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","account_access"],"access":"human_only","notes":"PayPal says to contact it only through the Help Center Contact page or this number. PayPal does not call from this number to ask for personal or account information.","source":"https://www.paypal.com/us/security/learn-about-fake-messages","last_verified":"2026-10-12"},{"id":"help-chat","type":"chat","label":"PayPal Assistant chat and Contact Us page","value":"https://www.paypal.com/us/cshelp/contact-us","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","account_access","refund_request"],"notes":"PayPal calls the PayPal Assistant chat the quickest way to reach it. The assistant can connect you to a live agent by chat or phone. Account-specific help needs sign-in.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-contact-paypal-customer-service--help378","last_verified":"2026-10-12"},{"id":"message-center","type":"web_form","label":"Message Center (secure messages to PayPal)","value":"https://www.paypal.com/smc/async/home","purposes":["frozen_funds","transaction_dispute","unauthorized_charge"],"access":"login","source":"https://www.paypal.com/us/cshelp/article/how-do-i-contact-paypal-customer-service--help378","last_verified":"2026-10-12"},{"id":"resolution-center","type":"portal","label":"Resolution Center (disputes, claims, unauthorized activity, account limitations)","value":"https://www.paypal.com/disputes/","purposes":["transaction_dispute","unauthorized_charge","fraud","frozen_funds","refund_request"],"access":"login","notes":"Click Report a Problem, choose the payment, then pick the reason (for example \"I want to report unauthorized activity\"). Limitation steps show under the account limitation in the same place.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-report-an-unauthorized-transaction-or-account-activity-help136","last_verified":"2026-10-12"},{"id":"error-resolution-mail","type":"mail","label":"Written notice of errors or unauthorized transactions","value":"PayPal, Attn: Error Resolution Department, P.O. Box 45950, Omaha, NE 68145-0950","purposes":["unauthorized_charge","billing_error","fraud"],"notes":"Address listed in the PayPal Balance Terms and Conditions for electronic transfer errors and unauthorized transactions.","source":"https://www.paypal.com/us/legalhub/paypal/pp-balance-tnc","last_verified":"2026-10-12"},{"id":"phishing-email","type":"email","label":"Forward suspicious PayPal emails (phishing)","value":"phishing@paypal.com","purposes":["fraud"],"notes":"For an email that says the account is limited when the Resolution Center shows no limitation. Forward it, then delete it.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-remove-a-limitation-from-my-account-help535","last_verified":"2026-10-12"},{"id":"paypal-credit-phone","type":"phone","label":"PayPal Credit (report fraud or unauthorized activity)","value":"+1-844-373-4961","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.paypal.com/us/security/report-fraud","last_verified":"2026-10-12"},{"id":"cashback-mastercard-phone","type":"phone","label":"PayPal Cashback Mastercard (report fraud or unauthorized activity)","value":"+1-855-520-0991","purposes":["fraud","unauthorized_charge"],"access":"human_only","notes":"Or call the number on the back of the card.","source":"https://www.paypal.com/us/security/report-fraud","last_verified":"2026-10-12"},{"id":"business-debit-card-phone","type":"phone","label":"PayPal Business Debit Mastercard (report fraud or unauthorized activity)","value":"+1-866-888-6080","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.paypal.com/us/security/report-fraud","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"help-chat"},{"rung":"written_complaint","channel":"resolution-center","note":"Open the dispute, then escalate it to a claim within 20 days."},{"rung":"written_complaint","channel":"error-resolution-mail","note":"Written notice for unauthorized transactions and electronic transfer errors."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","note":"The PayPal User Agreement has an arbitration agreement with a 30-day mail-in opt-out."}],"playbooks":[{"issue":"transaction_dispute","summary":"Open a dispute in the Resolution Center, then escalate it to a Purchase Protection claim within 20 days.","evidence":["transaction ID and date","order confirmation or listing","messages with the seller","tracking or proof of non-delivery","photos for an item not as described"],"steps":[{"do":"Contact the seller first and keep the messages."},{"do":"In the Resolution Center click Report a Problem, choose the payment and the reason. File within 180 days of payment (item not received) or within 30 days of delivery for an item not as described.","channel":"resolution-center"},{"do":"If you and the seller do not agree, escalate the dispute to a claim before day 20. Open the dispute, click Need Help?, then Review my case.","channel":"resolution-center","note":"PayPal often requires that at least 7 days have passed since the payment date before you can escalate."},{"do":"Wait for PayPal's decision. Answer requests for information quickly."},{"do":"If PayPal does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"An Item Not Received dispute must be opened within 180 days of the date you sent the payment to the seller.","issues":["transaction_dispute"],"source":"https://www.paypal.com/us/cshelp/article/dispute-filing-timeframes-help1173","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A Significantly Not as Described dispute must be opened within 30 days of the date of delivery or fulfillment, or within 180 days of the date you sent the payment, whichever is sooner.","issues":["transaction_dispute"],"source":"https://www.paypal.com/us/cshelp/article/dispute-filing-timeframes-help1173","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A dispute automatically closes after 20 days unless it has been escalated to a claim. Closed disputes cannot be reopened or escalated.","issues":["transaction_dispute"],"source":"https://www.paypal.com/us/cshelp/article/how-do-i-escalate-a-paypal-dispute-to-a-claim-help367","last_verified":"2026-10-12"},{"kind":"process","claim":"To escalate, PayPal often requires that at least 7 days have passed since the payment date.","issues":["transaction_dispute"],"source":"https://www.paypal.com/us/cshelp/article/how-do-i-escalate-a-paypal-dispute-to-a-claim-help367","last_verified":"2026-10-12"},{"kind":"process","claim":"PayPal usually reaches a decision on a claim within 14 days, but some cases can take 30 days or longer.","issues":["transaction_dispute"],"source":"https://www.paypal.com/us/cshelp/article/how-do-i-escalate-a-paypal-dispute-to-a-claim-help367","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Report the payment as unauthorized activity in the Resolution Center at once; send written notice for other errors within 60 days of the statement.","evidence":["transaction ID","date and amount","account statement showing the payment","proof you did not make it"],"steps":[{"do":"Check that a family member or an automatic payment (subscription) did not make the payment."},{"do":"In the Resolution Center click Report a problem, choose the payment, select \"I want to report unauthorized activity\" and follow the steps.","channel":"resolution-center"},{"do":"Change the PayPal password. If a PayPal card was used, report it on the card's own line.","channel":"paypal-credit-phone","note":"PayPal Credit, Cashback Mastercard and Business Debit Mastercard each have their own fraud line."},{"do":"For an error you want on the record in writing, mail a notice to the Error Resolution Department.","channel":"error-resolution-mail"},{"do":"If PayPal does not fix it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"If the PayPal account statement shows transfers you did not make, PayPal says to tell it at once.","issues":["unauthorized_charge","fraud"],"source":"https://www.paypal.com/us/cshelp/article/dispute-filing-timeframes-help1173","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For other errors, PayPal must hear from you no later than 60 days after it sent the FIRST statement on which the problem or error appeared.","issues":["unauthorized_charge","billing_error"],"source":"https://www.paypal.com/us/cshelp/article/dispute-filing-timeframes-help1173","last_verified":"2026-10-12"},{"kind":"process","claim":"After you report unauthorized activity, PayPal looks into it and sends you an email within 10 days.","issues":["unauthorized_charge"],"source":"https://www.paypal.com/us/cshelp/article/how-do-i-report-an-unauthorized-transaction-or-account-activity-help136","last_verified":"2026-10-12"}]},{"issue":"fraud","summary":"Report the payment in the Resolution Center, forward phishing to PayPal, and report the scam to the FTC.","evidence":["transaction ID","scammer's messages or emails","FTC or police report number"],"steps":[{"do":"Report the payment through the Resolution Center (unauthorized activity, or a dispute for a purchase that never arrived).","channel":"resolution-center"},{"do":"Forward fake PayPal emails to PayPal, then delete them. Do not click links in them.","channel":"phishing-email"},{"do":"Report the scam to the FTC at reportfraud.ftc.gov. PayPal's fraud page also lists IdentityTheft.gov and the FBI's IC3.","regulator":"ftc"}],"facts":[{"kind":"contact","claim":"PayPal says to contact it only through the Contact page in the Help Center or by calling PayPal Customer Service at 1-888-221-1161.","issues":["fraud"],"source":"https://www.paypal.com/us/security/learn-about-fake-messages","last_verified":"2026-10-12"}]},{"issue":"frozen_funds","summary":"Find the limitation steps in the Resolution Center, upload only what PayPal asks for, then wait for the review.","evidence":["limitation email or notice","requested ID or proof of address","tracking numbers for held sales"],"steps":[{"do":"Open the Resolution Center (or the bell icon on the Dashboard) to see the steps to remove the limitation. If an email says the account is limited but the Resolution Center shows nothing, the email may be fake.","channel":"resolution-center"},{"do":"Complete every step and upload the documents PayPal asks for."},{"do":"For a payment on hold, add tracking or mark a service order Completed so PayPal can release it."},{"do":"If the review takes longer than PayPal says, send a message through the Message Center and keep a copy.","channel":"message-center"},{"do":"If the funds are still not released, complain to the CFPB and your state financial regulator.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"After the required steps are completed, the review of a limited account usually takes 3 business days.","issues":["frozen_funds"],"source":"https://www.paypal.com/us/cshelp/article/how-long-will-it-take-to-lift-my-paypal-account-limitation-help531","last_verified":"2026-10-12"},{"kind":"limit","claim":"In rare cases, for example an unusual change in selling patterns, PayPal may hold a payment for up to 21 days.","issues":["frozen_funds"],"source":"https://www.paypal.com/us/cshelp/article/how-can-i-release-my-payments-on-hold-help129","last_verified":"2026-10-12"},{"kind":"process","claim":"A held sale is released about 24 hours after the approved carrier confirms delivery, or 7 days after you mark a service or intangible order as Completed.","issues":["frozen_funds"],"source":"https://www.paypal.com/us/cshelp/article/how-can-i-release-my-payments-on-hold-help129","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"The PayPal User Agreement has an arbitration agreement. To opt out, mail a signed written notice postmarked no later than 30 days after you first accept the agreement to PayPal, Inc., Attn: Litigation Department, Re: PayPal Opt-Out Notice, 2211 North First Street, San Jose, CA 95131.","source":"https://www.paypal.com/us/legalhub/paypal/useragreement-full","last_verified":"2026-10-12"}],"known_blockers":["The Resolution Center, Message Center and live chat agents need the account holder to sign in.","Phone support needs the account holder; PayPal's help pages say an account limitation is lifted through the Resolution Center steps, not by phone.","Limitations often need identity documents (ID, proof of address) uploaded by the account holder."]},"playbooks":{"transaction_dispute":{"company":{"id":"paypal","name":"PayPal","sector":"payments","website":"https://www.paypal.com/us/home","account_url":null},"issue":{"id":"transaction_dispute","name":"Dispute with a merchant through the bank"},"playbook_source":"company","summary":"Open a dispute in the Resolution Center, then escalate it to a Purchase Protection claim within 20 days.","evidence":["transaction ID and date","order confirmation or listing","messages with the seller","tracking or proof of non-delivery","photos for an item not as described"],"steps":[{"do":"Contact the seller first and keep the messages."},{"do":"In the Resolution Center click Report a Problem, choose the payment and the reason. File within 180 days of payment (item not received) or within 30 days of delivery for an item not as described.","channel":{"id":"resolution-center","type":"portal","label":"Resolution Center (disputes, claims, unauthorized activity, account limitations)","value":"https://www.paypal.com/disputes/","purposes":["transaction_dispute","unauthorized_charge","fraud","frozen_funds","refund_request"],"access":"login","notes":"Click Report a Problem, choose the payment, then pick the reason (for example \"I want to report unauthorized activity\"). Limitation steps show under the account limitation in the same place.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-report-an-unauthorized-transaction-or-account-activity-help136","last_verified":"2026-10-12"}},{"do":"If you and the seller do not agree, escalate the dispute to a claim before day 20. Open the dispute, click Need Help?, then Review my case.","note":"PayPal often requires that at least 7 days have passed since the payment date before you can escalate.","channel":{"id":"resolution-center","type":"portal","label":"Resolution Center (disputes, claims, unauthorized activity, account limitations)","value":"https://www.paypal.com/disputes/","purposes":["transaction_dispute","unauthorized_charge","fraud","frozen_funds","refund_request"],"access":"login","notes":"Click Report a Problem, choose the payment, then pick the reason (for example \"I want to report unauthorized activity\"). Limitation steps show under the account limitation in the same place.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-report-an-unauthorized-transaction-or-account-activity-help136","last_verified":"2026-10-12"}},{"do":"Wait for PayPal's decision. Answer requests for information quickly."},{"do":"If PayPal does not resolve it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"PayPal Customer Service","value":"+1-888-221-1161","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","account_access"],"access":"human_only","notes":"PayPal says to contact it only through the Help Center Contact page or this number. PayPal does not call from this number to ask for personal or account information.","source":"https://www.paypal.com/us/security/learn-about-fake-messages","last_verified":"2026-10-12"},{"id":"help-chat","type":"chat","label":"PayPal Assistant chat and Contact Us page","value":"https://www.paypal.com/us/cshelp/contact-us","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","account_access","refund_request"],"notes":"PayPal calls the PayPal Assistant chat the quickest way to reach it. The assistant can connect you to a live agent by chat or phone. Account-specific help needs sign-in.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-contact-paypal-customer-service--help378","last_verified":"2026-10-12"},{"id":"message-center","type":"web_form","label":"Message Center (secure messages to PayPal)","value":"https://www.paypal.com/smc/async/home","purposes":["frozen_funds","transaction_dispute","unauthorized_charge"],"access":"login","source":"https://www.paypal.com/us/cshelp/article/how-do-i-contact-paypal-customer-service--help378","last_verified":"2026-10-12"},{"id":"resolution-center","type":"portal","label":"Resolution Center (disputes, claims, unauthorized activity, account limitations)","value":"https://www.paypal.com/disputes/","purposes":["transaction_dispute","unauthorized_charge","fraud","frozen_funds","refund_request"],"access":"login","notes":"Click Report a Problem, choose the payment, then pick the reason (for example \"I want to report unauthorized activity\"). Limitation steps show under the account limitation in the same place.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-report-an-unauthorized-transaction-or-account-activity-help136","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"An Item Not Received dispute must be opened within 180 days of the date you sent the payment to the seller.","issues":["transaction_dispute"],"source":"https://www.paypal.com/us/cshelp/article/dispute-filing-timeframes-help1173","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A Significantly Not as Described dispute must be opened within 30 days of the date of delivery or fulfillment, or within 180 days of the date you sent the payment, whichever is sooner.","issues":["transaction_dispute"],"source":"https://www.paypal.com/us/cshelp/article/dispute-filing-timeframes-help1173","last_verified":"2026-10-12"},{"kind":"deadline","claim":"A dispute automatically closes after 20 days unless it has been escalated to a claim. Closed disputes cannot be reopened or escalated.","issues":["transaction_dispute"],"source":"https://www.paypal.com/us/cshelp/article/how-do-i-escalate-a-paypal-dispute-to-a-claim-help367","last_verified":"2026-10-12"},{"kind":"process","claim":"To escalate, PayPal often requires that at least 7 days have passed since the payment date.","issues":["transaction_dispute"],"source":"https://www.paypal.com/us/cshelp/article/how-do-i-escalate-a-paypal-dispute-to-a-claim-help367","last_verified":"2026-10-12"},{"kind":"process","claim":"PayPal usually reaches a decision on a claim within 14 days, but some cases can take 30 days or longer.","issues":["transaction_dispute"],"source":"https://www.paypal.com/us/cshelp/article/how-do-i-escalate-a-paypal-dispute-to-a-claim-help367","last_verified":"2026-10-12"},{"kind":"policy","claim":"The PayPal User Agreement has an arbitration agreement. To opt out, mail a signed written notice postmarked no later than 30 days after you first accept the agreement to PayPal, Inc., Attn: Litigation Department, Re: PayPal Opt-Out Notice, 2211 North First Street, San Jose, CA 95131.","source":"https://www.paypal.com/us/legalhub/paypal/useragreement-full","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-chat","type":"chat","label":"PayPal Assistant chat and Contact Us page","value":"https://www.paypal.com/us/cshelp/contact-us","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","account_access","refund_request"],"notes":"PayPal calls the PayPal Assistant chat the quickest way to reach it. The assistant can connect you to a live agent by chat or phone. Account-specific help needs sign-in.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-contact-paypal-customer-service--help378","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Open the dispute, then escalate it to a claim within 20 days.","channel":{"id":"resolution-center","type":"portal","label":"Resolution Center (disputes, claims, unauthorized activity, account limitations)","value":"https://www.paypal.com/disputes/","purposes":["transaction_dispute","unauthorized_charge","fraud","frozen_funds","refund_request"],"access":"login","notes":"Click Report a Problem, choose the payment, then pick the reason (for example \"I want to report unauthorized activity\"). Limitation steps show under the account limitation in the same place.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-report-an-unauthorized-transaction-or-account-activity-help136","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"Written notice for unauthorized transactions and electronic transfer errors.","channel":{"id":"error-resolution-mail","type":"mail","label":"Written notice of errors or unauthorized transactions","value":"PayPal, Attn: Error Resolution Department, P.O. Box 45950, Omaha, NE 68145-0950","purposes":["unauthorized_charge","billing_error","fraud"],"notes":"Address listed in the PayPal Balance Terms and Conditions for electronic transfer errors and unauthorized transactions.","source":"https://www.paypal.com/us/legalhub/paypal/pp-balance-tnc","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The PayPal User Agreement has an arbitration agreement with a 30-day mail-in opt-out."}],"known_blockers":["The Resolution Center, Message Center and live chat agents need the account holder to sign in.","Phone support needs the account holder; PayPal's help pages say an account limitation is lifted through the Resolution Center steps, not by phone.","Limitations often need identity documents (ID, proof of address) uploaded by the account holder."],"security":{"official_domains":["paypal.com"],"never_asks":[{"kind":"policy","claim":"PayPal will never ask for your password, PIN or one-time verification codes.","source":"https://www.paypal.com/us/security/learn","last_verified":"2026-10-12"},{"kind":"policy","claim":"PayPal says a request from someone who claims to be customer service to share your password or two-factor authentication code, to send money as a test transaction, or to download software is never legitimate.","source":"https://www.paypal.com/us/security/learn-about-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudsters use PayPal to send a real-looking invoice or money request so that you call a phone number in it. If you don't recognize the requester, ignore the request, don't call the number, and forward the email to PayPal.","source":"https://www.paypal.com/us/security/learn-about-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"A seller you don't know asks you to pay with the Friends and Family payment type. PayPal calls this a red flag for a scam; Friends and Family payments are not covered by Purchase Protection, so pay for goods with Goods and Services.","source":"https://www.paypal.com/us/security/learn-about-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers fake the caller ID so a call appears to come from PayPal, or use automated calls that ask you to call back a number. PayPal says to contact it only through the Help Center Contact page or at 1-888-221-1161.","source":"https://www.paypal.com/us/security/learn-about-fake-messages","last_verified":"2026-10-12"},{"kind":"policy","claim":"Phishing messages that claim to be from PayPal often use generic greetings such as Dear user or Hello, PayPal member. PayPal says its messages always use the full name on your PayPal account.","source":"https://www.paypal.com/us/security/learn-about-fake-messages","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails and texts that claim to be from PayPal","value":"phishing@paypal.com","purposes":["fraud"],"notes":"Forward the entire email, then delete it. For a text, forward the message to this address, then block the sender and delete it.","source":"https://www.paypal.com/us/security/report-suspicious-messages","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.978,"sources":{"primary":44,"other":1},"verified_from":{"page":29},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 45 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"PayPal, Inc. also runs Venmo (see venmo). Most PayPal help is in-account: the Resolution Center (https://www.paypal.com/disputes/) handles purchase disputes, unauthorized-activity reports and account limitations. The PayPal legal hub pages (User Agreement, Balance Terms) render with JavaScript; values cited to them come from paypal.com search snippets.","warnings":[]},"unauthorized_charge":{"company":{"id":"paypal","name":"PayPal","sector":"payments","website":"https://www.paypal.com/us/home","account_url":null},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"Report the payment as unauthorized activity in the Resolution Center at once; send written notice for other errors within 60 days of the statement.","evidence":["transaction ID","date and amount","account statement showing the payment","proof you did not make it"],"steps":[{"do":"Check that a family member or an automatic payment (subscription) did not make the payment."},{"do":"In the Resolution Center click Report a problem, choose the payment, select \"I want to report unauthorized activity\" and follow the steps.","channel":{"id":"resolution-center","type":"portal","label":"Resolution Center (disputes, claims, unauthorized activity, account limitations)","value":"https://www.paypal.com/disputes/","purposes":["transaction_dispute","unauthorized_charge","fraud","frozen_funds","refund_request"],"access":"login","notes":"Click Report a Problem, choose the payment, then pick the reason (for example \"I want to report unauthorized activity\"). Limitation steps show under the account limitation in the same place.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-report-an-unauthorized-transaction-or-account-activity-help136","last_verified":"2026-10-12"}},{"do":"Change the PayPal password. If a PayPal card was used, report it on the card's own line.","note":"PayPal Credit, Cashback Mastercard and Business Debit Mastercard each have their own fraud line.","channel":{"id":"paypal-credit-phone","type":"phone","label":"PayPal Credit (report fraud or unauthorized activity)","value":"+1-844-373-4961","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.paypal.com/us/security/report-fraud","last_verified":"2026-10-12"}},{"do":"For an error you want on the record in writing, mail a notice to the Error Resolution Department.","channel":{"id":"error-resolution-mail","type":"mail","label":"Written notice of errors or unauthorized transactions","value":"PayPal, Attn: Error Resolution Department, P.O. Box 45950, Omaha, NE 68145-0950","purposes":["unauthorized_charge","billing_error","fraud"],"notes":"Address listed in the PayPal Balance Terms and Conditions for electronic transfer errors and unauthorized transactions.","source":"https://www.paypal.com/us/legalhub/paypal/pp-balance-tnc","last_verified":"2026-10-12"}},{"do":"If PayPal does not fix it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"PayPal Customer Service","value":"+1-888-221-1161","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","account_access"],"access":"human_only","notes":"PayPal says to contact it only through the Help Center Contact page or this number. PayPal does not call from this number to ask for personal or account information.","source":"https://www.paypal.com/us/security/learn-about-fake-messages","last_verified":"2026-10-12"},{"id":"help-chat","type":"chat","label":"PayPal Assistant chat and Contact Us page","value":"https://www.paypal.com/us/cshelp/contact-us","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","account_access","refund_request"],"notes":"PayPal calls the PayPal Assistant chat the quickest way to reach it. The assistant can connect you to a live agent by chat or phone. Account-specific help needs sign-in.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-contact-paypal-customer-service--help378","last_verified":"2026-10-12"},{"id":"message-center","type":"web_form","label":"Message Center (secure messages to PayPal)","value":"https://www.paypal.com/smc/async/home","purposes":["frozen_funds","transaction_dispute","unauthorized_charge"],"access":"login","source":"https://www.paypal.com/us/cshelp/article/how-do-i-contact-paypal-customer-service--help378","last_verified":"2026-10-12"},{"id":"resolution-center","type":"portal","label":"Resolution Center (disputes, claims, unauthorized activity, account limitations)","value":"https://www.paypal.com/disputes/","purposes":["transaction_dispute","unauthorized_charge","fraud","frozen_funds","refund_request"],"access":"login","notes":"Click Report a Problem, choose the payment, then pick the reason (for example \"I want to report unauthorized activity\"). Limitation steps show under the account limitation in the same place.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-report-an-unauthorized-transaction-or-account-activity-help136","last_verified":"2026-10-12"},{"id":"error-resolution-mail","type":"mail","label":"Written notice of errors or unauthorized transactions","value":"PayPal, Attn: Error Resolution Department, P.O. Box 45950, Omaha, NE 68145-0950","purposes":["unauthorized_charge","billing_error","fraud"],"notes":"Address listed in the PayPal Balance Terms and Conditions for electronic transfer errors and unauthorized transactions.","source":"https://www.paypal.com/us/legalhub/paypal/pp-balance-tnc","last_verified":"2026-10-12"},{"id":"paypal-credit-phone","type":"phone","label":"PayPal Credit (report fraud or unauthorized activity)","value":"+1-844-373-4961","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.paypal.com/us/security/report-fraud","last_verified":"2026-10-12"},{"id":"cashback-mastercard-phone","type":"phone","label":"PayPal Cashback Mastercard (report fraud or unauthorized activity)","value":"+1-855-520-0991","purposes":["fraud","unauthorized_charge"],"access":"human_only","notes":"Or call the number on the back of the card.","source":"https://www.paypal.com/us/security/report-fraud","last_verified":"2026-10-12"},{"id":"business-debit-card-phone","type":"phone","label":"PayPal Business Debit Mastercard (report fraud or unauthorized activity)","value":"+1-866-888-6080","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.paypal.com/us/security/report-fraud","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the PayPal account statement shows transfers you did not make, PayPal says to tell it at once.","issues":["unauthorized_charge","fraud"],"source":"https://www.paypal.com/us/cshelp/article/dispute-filing-timeframes-help1173","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For other errors, PayPal must hear from you no later than 60 days after it sent the FIRST statement on which the problem or error appeared.","issues":["unauthorized_charge","billing_error"],"source":"https://www.paypal.com/us/cshelp/article/dispute-filing-timeframes-help1173","last_verified":"2026-10-12"},{"kind":"process","claim":"After you report unauthorized activity, PayPal looks into it and sends you an email within 10 days.","issues":["unauthorized_charge"],"source":"https://www.paypal.com/us/cshelp/article/how-do-i-report-an-unauthorized-transaction-or-account-activity-help136","last_verified":"2026-10-12"},{"kind":"policy","claim":"The PayPal User Agreement has an arbitration agreement. To opt out, mail a signed written notice postmarked no later than 30 days after you first accept the agreement to PayPal, Inc., Attn: Litigation Department, Re: PayPal Opt-Out Notice, 2211 North First Street, San Jose, CA 95131.","source":"https://www.paypal.com/us/legalhub/paypal/useragreement-full","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-chat","type":"chat","label":"PayPal Assistant chat and Contact Us page","value":"https://www.paypal.com/us/cshelp/contact-us","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","account_access","refund_request"],"notes":"PayPal calls the PayPal Assistant chat the quickest way to reach it. The assistant can connect you to a live agent by chat or phone. Account-specific help needs sign-in.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-contact-paypal-customer-service--help378","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Open the dispute, then escalate it to a claim within 20 days.","channel":{"id":"resolution-center","type":"portal","label":"Resolution Center (disputes, claims, unauthorized activity, account limitations)","value":"https://www.paypal.com/disputes/","purposes":["transaction_dispute","unauthorized_charge","fraud","frozen_funds","refund_request"],"access":"login","notes":"Click Report a Problem, choose the payment, then pick the reason (for example \"I want to report unauthorized activity\"). Limitation steps show under the account limitation in the same place.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-report-an-unauthorized-transaction-or-account-activity-help136","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"Written notice for unauthorized transactions and electronic transfer errors.","channel":{"id":"error-resolution-mail","type":"mail","label":"Written notice of errors or unauthorized transactions","value":"PayPal, Attn: Error Resolution Department, P.O. Box 45950, Omaha, NE 68145-0950","purposes":["unauthorized_charge","billing_error","fraud"],"notes":"Address listed in the PayPal Balance Terms and Conditions for electronic transfer errors and unauthorized transactions.","source":"https://www.paypal.com/us/legalhub/paypal/pp-balance-tnc","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The PayPal User Agreement has an arbitration agreement with a 30-day mail-in opt-out."}],"known_blockers":["The Resolution Center, Message Center and live chat agents need the account holder to sign in.","Phone support needs the account holder; PayPal's help pages say an account limitation is lifted through the Resolution Center steps, not by phone.","Limitations often need identity documents (ID, proof of address) uploaded by the account holder."],"security":{"official_domains":["paypal.com"],"never_asks":[{"kind":"policy","claim":"PayPal will never ask for your password, PIN or one-time verification codes.","source":"https://www.paypal.com/us/security/learn","last_verified":"2026-10-12"},{"kind":"policy","claim":"PayPal says a request from someone who claims to be customer service to share your password or two-factor authentication code, to send money as a test transaction, or to download software is never legitimate.","source":"https://www.paypal.com/us/security/learn-about-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudsters use PayPal to send a real-looking invoice or money request so that you call a phone number in it. If you don't recognize the requester, ignore the request, don't call the number, and forward the email to PayPal.","source":"https://www.paypal.com/us/security/learn-about-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"A seller you don't know asks you to pay with the Friends and Family payment type. PayPal calls this a red flag for a scam; Friends and Family payments are not covered by Purchase Protection, so pay for goods with Goods and Services.","source":"https://www.paypal.com/us/security/learn-about-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers fake the caller ID so a call appears to come from PayPal, or use automated calls that ask you to call back a number. PayPal says to contact it only through the Help Center Contact page or at 1-888-221-1161.","source":"https://www.paypal.com/us/security/learn-about-fake-messages","last_verified":"2026-10-12"},{"kind":"policy","claim":"Phishing messages that claim to be from PayPal often use generic greetings such as Dear user or Hello, PayPal member. PayPal says its messages always use the full name on your PayPal account.","source":"https://www.paypal.com/us/security/learn-about-fake-messages","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails and texts that claim to be from PayPal","value":"phishing@paypal.com","purposes":["fraud"],"notes":"Forward the entire email, then delete it. For a text, forward the message to this address, then block the sender and delete it.","source":"https://www.paypal.com/us/security/report-suspicious-messages","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.978,"sources":{"primary":44,"other":1},"verified_from":{"page":29},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 45 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"PayPal, Inc. also runs Venmo (see venmo). Most PayPal help is in-account: the Resolution Center (https://www.paypal.com/disputes/) handles purchase disputes, unauthorized-activity reports and account limitations. The PayPal legal hub pages (User Agreement, Balance Terms) render with JavaScript; values cited to them come from paypal.com search snippets.","warnings":[]},"fraud":{"company":{"id":"paypal","name":"PayPal","sector":"payments","website":"https://www.paypal.com/us/home","account_url":null},"issue":{"id":"fraud","name":"Fraud or scam"},"playbook_source":"company","summary":"Report the payment in the Resolution Center, forward phishing to PayPal, and report the scam to the FTC.","evidence":["transaction ID","scammer's messages or emails","FTC or police report number"],"steps":[{"do":"Report the payment through the Resolution Center (unauthorized activity, or a dispute for a purchase that never arrived).","channel":{"id":"resolution-center","type":"portal","label":"Resolution Center (disputes, claims, unauthorized activity, account limitations)","value":"https://www.paypal.com/disputes/","purposes":["transaction_dispute","unauthorized_charge","fraud","frozen_funds","refund_request"],"access":"login","notes":"Click Report a Problem, choose the payment, then pick the reason (for example \"I want to report unauthorized activity\"). Limitation steps show under the account limitation in the same place.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-report-an-unauthorized-transaction-or-account-activity-help136","last_verified":"2026-10-12"}},{"do":"Forward fake PayPal emails to PayPal, then delete them. Do not click links in them.","channel":{"id":"phishing-email","type":"email","label":"Forward suspicious PayPal emails (phishing)","value":"phishing@paypal.com","purposes":["fraud"],"notes":"For an email that says the account is limited when the Resolution Center shows no limitation. Forward it, then delete it.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-remove-a-limitation-from-my-account-help535","last_verified":"2026-10-12"}},{"do":"Report the scam to the FTC at reportfraud.ftc.gov. PayPal's fraud page also lists IdentityTheft.gov and the FBI's IC3.","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"PayPal Customer Service","value":"+1-888-221-1161","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","account_access"],"access":"human_only","notes":"PayPal says to contact it only through the Help Center Contact page or this number. PayPal does not call from this number to ask for personal or account information.","source":"https://www.paypal.com/us/security/learn-about-fake-messages","last_verified":"2026-10-12"},{"id":"resolution-center","type":"portal","label":"Resolution Center (disputes, claims, unauthorized activity, account limitations)","value":"https://www.paypal.com/disputes/","purposes":["transaction_dispute","unauthorized_charge","fraud","frozen_funds","refund_request"],"access":"login","notes":"Click Report a Problem, choose the payment, then pick the reason (for example \"I want to report unauthorized activity\"). Limitation steps show under the account limitation in the same place.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-report-an-unauthorized-transaction-or-account-activity-help136","last_verified":"2026-10-12"},{"id":"error-resolution-mail","type":"mail","label":"Written notice of errors or unauthorized transactions","value":"PayPal, Attn: Error Resolution Department, P.O. Box 45950, Omaha, NE 68145-0950","purposes":["unauthorized_charge","billing_error","fraud"],"notes":"Address listed in the PayPal Balance Terms and Conditions for electronic transfer errors and unauthorized transactions.","source":"https://www.paypal.com/us/legalhub/paypal/pp-balance-tnc","last_verified":"2026-10-12"},{"id":"phishing-email","type":"email","label":"Forward suspicious PayPal emails (phishing)","value":"phishing@paypal.com","purposes":["fraud"],"notes":"For an email that says the account is limited when the Resolution Center shows no limitation. Forward it, then delete it.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-remove-a-limitation-from-my-account-help535","last_verified":"2026-10-12"},{"id":"paypal-credit-phone","type":"phone","label":"PayPal Credit (report fraud or unauthorized activity)","value":"+1-844-373-4961","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.paypal.com/us/security/report-fraud","last_verified":"2026-10-12"},{"id":"cashback-mastercard-phone","type":"phone","label":"PayPal Cashback Mastercard (report fraud or unauthorized activity)","value":"+1-855-520-0991","purposes":["fraud","unauthorized_charge"],"access":"human_only","notes":"Or call the number on the back of the card.","source":"https://www.paypal.com/us/security/report-fraud","last_verified":"2026-10-12"},{"id":"business-debit-card-phone","type":"phone","label":"PayPal Business Debit Mastercard (report fraud or unauthorized activity)","value":"+1-866-888-6080","purposes":["fraud","unauthorized_charge"],"access":"human_only","source":"https://www.paypal.com/us/security/report-fraud","last_verified":"2026-10-12"}],"facts":[{"kind":"contact","claim":"PayPal says to contact it only through the Contact page in the Help Center or by calling PayPal Customer Service at 1-888-221-1161.","issues":["fraud"],"source":"https://www.paypal.com/us/security/learn-about-fake-messages","last_verified":"2026-10-12"},{"kind":"policy","claim":"The PayPal User Agreement has an arbitration agreement. To opt out, mail a signed written notice postmarked no later than 30 days after you first accept the agreement to PayPal, Inc., Attn: Litigation Department, Re: PayPal Opt-Out Notice, 2211 North First Street, San Jose, CA 95131.","source":"https://www.paypal.com/us/legalhub/paypal/useragreement-full","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-chat","type":"chat","label":"PayPal Assistant chat and Contact Us page","value":"https://www.paypal.com/us/cshelp/contact-us","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","account_access","refund_request"],"notes":"PayPal calls the PayPal Assistant chat the quickest way to reach it. The assistant can connect you to a live agent by chat or phone. Account-specific help needs sign-in.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-contact-paypal-customer-service--help378","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Open the dispute, then escalate it to a claim within 20 days.","channel":{"id":"resolution-center","type":"portal","label":"Resolution Center (disputes, claims, unauthorized activity, account limitations)","value":"https://www.paypal.com/disputes/","purposes":["transaction_dispute","unauthorized_charge","fraud","frozen_funds","refund_request"],"access":"login","notes":"Click Report a Problem, choose the payment, then pick the reason (for example \"I want to report unauthorized activity\"). Limitation steps show under the account limitation in the same place.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-report-an-unauthorized-transaction-or-account-activity-help136","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"Written notice for unauthorized transactions and electronic transfer errors.","channel":{"id":"error-resolution-mail","type":"mail","label":"Written notice of errors or unauthorized transactions","value":"PayPal, Attn: Error Resolution Department, P.O. Box 45950, Omaha, NE 68145-0950","purposes":["unauthorized_charge","billing_error","fraud"],"notes":"Address listed in the PayPal Balance Terms and Conditions for electronic transfer errors and unauthorized transactions.","source":"https://www.paypal.com/us/legalhub/paypal/pp-balance-tnc","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The PayPal User Agreement has an arbitration agreement with a 30-day mail-in opt-out."}],"known_blockers":["The Resolution Center, Message Center and live chat agents need the account holder to sign in.","Phone support needs the account holder; PayPal's help pages say an account limitation is lifted through the Resolution Center steps, not by phone.","Limitations often need identity documents (ID, proof of address) uploaded by the account holder."],"security":{"official_domains":["paypal.com"],"never_asks":[{"kind":"policy","claim":"PayPal will never ask for your password, PIN or one-time verification codes.","source":"https://www.paypal.com/us/security/learn","last_verified":"2026-10-12"},{"kind":"policy","claim":"PayPal says a request from someone who claims to be customer service to share your password or two-factor authentication code, to send money as a test transaction, or to download software is never legitimate.","source":"https://www.paypal.com/us/security/learn-about-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudsters use PayPal to send a real-looking invoice or money request so that you call a phone number in it. If you don't recognize the requester, ignore the request, don't call the number, and forward the email to PayPal.","source":"https://www.paypal.com/us/security/learn-about-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"A seller you don't know asks you to pay with the Friends and Family payment type. PayPal calls this a red flag for a scam; Friends and Family payments are not covered by Purchase Protection, so pay for goods with Goods and Services.","source":"https://www.paypal.com/us/security/learn-about-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers fake the caller ID so a call appears to come from PayPal, or use automated calls that ask you to call back a number. PayPal says to contact it only through the Help Center Contact page or at 1-888-221-1161.","source":"https://www.paypal.com/us/security/learn-about-fake-messages","last_verified":"2026-10-12"},{"kind":"policy","claim":"Phishing messages that claim to be from PayPal often use generic greetings such as Dear user or Hello, PayPal member. PayPal says its messages always use the full name on your PayPal account.","source":"https://www.paypal.com/us/security/learn-about-fake-messages","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails and texts that claim to be from PayPal","value":"phishing@paypal.com","purposes":["fraud"],"notes":"Forward the entire email, then delete it. For a text, forward the message to this address, then block the sender and delete it.","source":"https://www.paypal.com/us/security/report-suspicious-messages","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.978,"sources":{"primary":44,"other":1},"verified_from":{"page":29},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 45 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"PayPal, Inc. also runs Venmo (see venmo). Most PayPal help is in-account: the Resolution Center (https://www.paypal.com/disputes/) handles purchase disputes, unauthorized-activity reports and account limitations. The PayPal legal hub pages (User Agreement, Balance Terms) render with JavaScript; values cited to them come from paypal.com search snippets.","warnings":[]},"frozen_funds":{"company":{"id":"paypal","name":"PayPal","sector":"payments","website":"https://www.paypal.com/us/home","account_url":null},"issue":{"id":"frozen_funds","name":"Account frozen or closed"},"playbook_source":"company","summary":"Find the limitation steps in the Resolution Center, upload only what PayPal asks for, then wait for the review.","evidence":["limitation email or notice","requested ID or proof of address","tracking numbers for held sales"],"steps":[{"do":"Open the Resolution Center (or the bell icon on the Dashboard) to see the steps to remove the limitation. If an email says the account is limited but the Resolution Center shows nothing, the email may be fake.","channel":{"id":"resolution-center","type":"portal","label":"Resolution Center (disputes, claims, unauthorized activity, account limitations)","value":"https://www.paypal.com/disputes/","purposes":["transaction_dispute","unauthorized_charge","fraud","frozen_funds","refund_request"],"access":"login","notes":"Click Report a Problem, choose the payment, then pick the reason (for example \"I want to report unauthorized activity\"). Limitation steps show under the account limitation in the same place.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-report-an-unauthorized-transaction-or-account-activity-help136","last_verified":"2026-10-12"}},{"do":"Complete every step and upload the documents PayPal asks for."},{"do":"For a payment on hold, add tracking or mark a service order Completed so PayPal can release it."},{"do":"If the review takes longer than PayPal says, send a message through the Message Center and keep a copy.","channel":{"id":"message-center","type":"web_form","label":"Message Center (secure messages to PayPal)","value":"https://www.paypal.com/smc/async/home","purposes":["frozen_funds","transaction_dispute","unauthorized_charge"],"access":"login","source":"https://www.paypal.com/us/cshelp/article/how-do-i-contact-paypal-customer-service--help378","last_verified":"2026-10-12"}},{"do":"If the funds are still not released, complain to the CFPB and your state financial regulator.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"PayPal Customer Service","value":"+1-888-221-1161","purposes":["unauthorized_charge","fraud","transaction_dispute","frozen_funds","account_access"],"access":"human_only","notes":"PayPal says to contact it only through the Help Center Contact page or this number. PayPal does not call from this number to ask for personal or account information.","source":"https://www.paypal.com/us/security/learn-about-fake-messages","last_verified":"2026-10-12"},{"id":"help-chat","type":"chat","label":"PayPal Assistant chat and Contact Us page","value":"https://www.paypal.com/us/cshelp/contact-us","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","account_access","refund_request"],"notes":"PayPal calls the PayPal Assistant chat the quickest way to reach it. The assistant can connect you to a live agent by chat or phone. Account-specific help needs sign-in.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-contact-paypal-customer-service--help378","last_verified":"2026-10-12"},{"id":"message-center","type":"web_form","label":"Message Center (secure messages to PayPal)","value":"https://www.paypal.com/smc/async/home","purposes":["frozen_funds","transaction_dispute","unauthorized_charge"],"access":"login","source":"https://www.paypal.com/us/cshelp/article/how-do-i-contact-paypal-customer-service--help378","last_verified":"2026-10-12"},{"id":"resolution-center","type":"portal","label":"Resolution Center (disputes, claims, unauthorized activity, account limitations)","value":"https://www.paypal.com/disputes/","purposes":["transaction_dispute","unauthorized_charge","fraud","frozen_funds","refund_request"],"access":"login","notes":"Click Report a Problem, choose the payment, then pick the reason (for example \"I want to report unauthorized activity\"). Limitation steps show under the account limitation in the same place.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-report-an-unauthorized-transaction-or-account-activity-help136","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"After the required steps are completed, the review of a limited account usually takes 3 business days.","issues":["frozen_funds"],"source":"https://www.paypal.com/us/cshelp/article/how-long-will-it-take-to-lift-my-paypal-account-limitation-help531","last_verified":"2026-10-12"},{"kind":"limit","claim":"In rare cases, for example an unusual change in selling patterns, PayPal may hold a payment for up to 21 days.","issues":["frozen_funds"],"source":"https://www.paypal.com/us/cshelp/article/how-can-i-release-my-payments-on-hold-help129","last_verified":"2026-10-12"},{"kind":"process","claim":"A held sale is released about 24 hours after the approved carrier confirms delivery, or 7 days after you mark a service or intangible order as Completed.","issues":["frozen_funds"],"source":"https://www.paypal.com/us/cshelp/article/how-can-i-release-my-payments-on-hold-help129","last_verified":"2026-10-12"},{"kind":"policy","claim":"The PayPal User Agreement has an arbitration agreement. To opt out, mail a signed written notice postmarked no later than 30 days after you first accept the agreement to PayPal, Inc., Attn: Litigation Department, Re: PayPal Opt-Out Notice, 2211 North First Street, San Jose, CA 95131.","source":"https://www.paypal.com/us/legalhub/paypal/useragreement-full","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-chat","type":"chat","label":"PayPal Assistant chat and Contact Us page","value":"https://www.paypal.com/us/cshelp/contact-us","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","account_access","refund_request"],"notes":"PayPal calls the PayPal Assistant chat the quickest way to reach it. The assistant can connect you to a live agent by chat or phone. Account-specific help needs sign-in.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-contact-paypal-customer-service--help378","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Open the dispute, then escalate it to a claim within 20 days.","channel":{"id":"resolution-center","type":"portal","label":"Resolution Center (disputes, claims, unauthorized activity, account limitations)","value":"https://www.paypal.com/disputes/","purposes":["transaction_dispute","unauthorized_charge","fraud","frozen_funds","refund_request"],"access":"login","notes":"Click Report a Problem, choose the payment, then pick the reason (for example \"I want to report unauthorized activity\"). Limitation steps show under the account limitation in the same place.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-report-an-unauthorized-transaction-or-account-activity-help136","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"Written notice for unauthorized transactions and electronic transfer errors.","channel":{"id":"error-resolution-mail","type":"mail","label":"Written notice of errors or unauthorized transactions","value":"PayPal, Attn: Error Resolution Department, P.O. Box 45950, Omaha, NE 68145-0950","purposes":["unauthorized_charge","billing_error","fraud"],"notes":"Address listed in the PayPal Balance Terms and Conditions for electronic transfer errors and unauthorized transactions.","source":"https://www.paypal.com/us/legalhub/paypal/pp-balance-tnc","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The PayPal User Agreement has an arbitration agreement with a 30-day mail-in opt-out."}],"known_blockers":["The Resolution Center, Message Center and live chat agents need the account holder to sign in.","Phone support needs the account holder; PayPal's help pages say an account limitation is lifted through the Resolution Center steps, not by phone.","Limitations often need identity documents (ID, proof of address) uploaded by the account holder."],"security":{"official_domains":["paypal.com"],"never_asks":[{"kind":"policy","claim":"PayPal will never ask for your password, PIN or one-time verification codes.","source":"https://www.paypal.com/us/security/learn","last_verified":"2026-10-12"},{"kind":"policy","claim":"PayPal says a request from someone who claims to be customer service to share your password or two-factor authentication code, to send money as a test transaction, or to download software is never legitimate.","source":"https://www.paypal.com/us/security/learn-about-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudsters use PayPal to send a real-looking invoice or money request so that you call a phone number in it. If you don't recognize the requester, ignore the request, don't call the number, and forward the email to PayPal.","source":"https://www.paypal.com/us/security/learn-about-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"A seller you don't know asks you to pay with the Friends and Family payment type. PayPal calls this a red flag for a scam; Friends and Family payments are not covered by Purchase Protection, so pay for goods with Goods and Services.","source":"https://www.paypal.com/us/security/learn-about-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers fake the caller ID so a call appears to come from PayPal, or use automated calls that ask you to call back a number. PayPal says to contact it only through the Help Center Contact page or at 1-888-221-1161.","source":"https://www.paypal.com/us/security/learn-about-fake-messages","last_verified":"2026-10-12"},{"kind":"policy","claim":"Phishing messages that claim to be from PayPal often use generic greetings such as Dear user or Hello, PayPal member. PayPal says its messages always use the full name on your PayPal account.","source":"https://www.paypal.com/us/security/learn-about-fake-messages","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails and texts that claim to be from PayPal","value":"phishing@paypal.com","purposes":["fraud"],"notes":"Forward the entire email, then delete it. For a text, forward the message to this address, then block the sender and delete it.","source":"https://www.paypal.com/us/security/report-suspicious-messages","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.978,"sources":{"primary":44,"other":1},"verified_from":{"page":29},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 45 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"PayPal, Inc. also runs Venmo (see venmo). Most PayPal help is in-account: the Resolution Center (https://www.paypal.com/disputes/) handles purchase disputes, unauthorized-activity reports and account limitations. The PayPal legal hub pages (User Agreement, Balance Terms) render with JavaScript; values cited to them come from paypal.com search snippets.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-chat","type":"chat","label":"PayPal Assistant chat and Contact Us page","value":"https://www.paypal.com/us/cshelp/contact-us","purposes":["unauthorized_charge","transaction_dispute","frozen_funds","account_access","refund_request"],"notes":"PayPal calls the PayPal Assistant chat the quickest way to reach it. The assistant can connect you to a live agent by chat or phone. Account-specific help needs sign-in.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-contact-paypal-customer-service--help378","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Open the dispute, then escalate it to a claim within 20 days.","channel":{"id":"resolution-center","type":"portal","label":"Resolution Center (disputes, claims, unauthorized activity, account limitations)","value":"https://www.paypal.com/disputes/","purposes":["transaction_dispute","unauthorized_charge","fraud","frozen_funds","refund_request"],"access":"login","notes":"Click Report a Problem, choose the payment, then pick the reason (for example \"I want to report unauthorized activity\"). Limitation steps show under the account limitation in the same place.","source":"https://www.paypal.com/us/cshelp/article/how-do-i-report-an-unauthorized-transaction-or-account-activity-help136","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"Written notice for unauthorized transactions and electronic transfer errors.","channel":{"id":"error-resolution-mail","type":"mail","label":"Written notice of errors or unauthorized transactions","value":"PayPal, Attn: Error Resolution Department, P.O. Box 45950, Omaha, NE 68145-0950","purposes":["unauthorized_charge","billing_error","fraud"],"notes":"Address listed in the PayPal Balance Terms and Conditions for electronic transfer errors and unauthorized transactions.","source":"https://www.paypal.com/us/legalhub/paypal/pp-balance-tnc","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The PayPal User Agreement has an arbitration agreement with a 30-day mail-in opt-out."}],"security":{"official_domains":["paypal.com"],"never_asks":[{"kind":"policy","claim":"PayPal will never ask for your password, PIN or one-time verification codes.","source":"https://www.paypal.com/us/security/learn","last_verified":"2026-10-12"},{"kind":"policy","claim":"PayPal says a request from someone who claims to be customer service to share your password or two-factor authentication code, to send money as a test transaction, or to download software is never legitimate.","source":"https://www.paypal.com/us/security/learn-about-scams","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Fraudsters use PayPal to send a real-looking invoice or money request so that you call a phone number in it. If you don't recognize the requester, ignore the request, don't call the number, and forward the email to PayPal.","source":"https://www.paypal.com/us/security/learn-about-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"A seller you don't know asks you to pay with the Friends and Family payment type. PayPal calls this a red flag for a scam; Friends and Family payments are not covered by Purchase Protection, so pay for goods with Goods and Services.","source":"https://www.paypal.com/us/security/learn-about-scams","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers fake the caller ID so a call appears to come from PayPal, or use automated calls that ask you to call back a number. PayPal says to contact it only through the Help Center Contact page or at 1-888-221-1161.","source":"https://www.paypal.com/us/security/learn-about-fake-messages","last_verified":"2026-10-12"},{"kind":"policy","claim":"Phishing messages that claim to be from PayPal often use generic greetings such as Dear user or Hello, PayPal member. PayPal says its messages always use the full name on your PayPal account.","source":"https://www.paypal.com/us/security/learn-about-fake-messages","last_verified":"2026-10-12"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails and texts that claim to be from PayPal","value":"phishing@paypal.com","purposes":["fraud"],"notes":"Forward the entire email, then delete it. For a text, forward the message to this address, then block the sender and delete it.","source":"https://www.paypal.com/us/security/report-suspicious-messages","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.978,"sources":{"primary":44,"other":1},"verified_from":{"page":29},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 45 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"PayPal — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/paypal.md","markdown":"## In short\n\nPayPal disputes run inside the Resolution Center: open the dispute, escalate it to a claim before day 20, and PayPal decides. Only Goods and Services payments are covered by Purchase Protection; a Friends and Family payment to a seller is not covered. If PayPal limits your account it can hold the balance for up to 180 days. When PayPal does not fix it, a CFPB complaint works fairly often: in the 12 months to June 2026, 36.8% closed with relief. Never call a phone number written in an invoice or money request.\n\n## How complaints actually go\n\n- A purchase dispute closes automatically after 20 days unless you escalate it to a claim; after escalation PayPal usually decides within 14 days, but some cases take 30 days or longer. Closed disputes cannot be reopened. [PayPal: escalate a dispute to a claim](https://www.paypal.com/us/cshelp/article/how-do-i-escalate-a-paypal-dispute-to-a-claim-help367)\n- A CFPB complaint goes to PayPal for a response, generally within 15 days; a response after 15 days (or after 60 days if it asks for more time) is recorded as not timely. In the 12 months to June 2026, 3 of 10,825 complaints were not timely. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Paypal%20Holdings%2C%20Inc&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- The CFPB rule that would have put large payment apps, including PayPal, Venmo and Cash App, under CFPB supervision took effect on January 9, 2025 and was overturned by Congress (S.J.Res. 28, Public Law 119-11). The CFPB complaint process still applies. [Congressional Research Service IF12935](https://www.everycrsreport.com/reports/IF12935.html)\n\n## What tends to work\n\n- A CFPB complaint after the Resolution Center fails: in the 12 months to June 2026, 3,988 of 10,825 complaints (36.8%) closed with monetary or non-monetary relief, 1,896 (17.5%) of them with monetary relief. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Paypal%20Holdings%2C%20Inc&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Pay sellers with Goods and Services. PayPal says eligible Goods and Services payments are covered by Purchase Protection and that you should refuse if a seller asks you to pay with Friends and Family. [PayPal: Friends and Family payment scams](https://www.paypal.com/us/cshelp/article/what-are-%E2%80%98friends-and-family%E2%80%99-payment-scams-help1165)\n\n## Traps and fine print\n\n- Personal payments, including payments sent with Friends and Family, are not eligible for PayPal Purchase Protection. [PayPal Purchase Protection Program](https://www.paypal.com/us/legalhub/paypal/buyer-protection)\n- PayPal's Balance Terms let it hold a balance for up to 180 days when reasonably needed to protect against liability or when a user has violated the Acceptable Use Policy; risk-based holds generally last up to 21 days but can run to 180 days. [PayPal Balance Terms and Conditions](https://www.paypal.com/us/legalhub/paypal/pp-balance-tnc)\n- \"Trouble accessing funds in your mobile or digital wallet\" (1,863) and \"managing, opening, or closing your mobile wallet account\" (935) are among the most common PayPal complaint issues to the CFPB in the 12 months to June 2026. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Paypal%20Holdings%2C%20Inc&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- In 2015 the CFPB sued PayPal, alleging that it illegally enrolled consumers in its online credit product, PayPal Credit (formerly Bill Me Later); the case ended in a stipulated final judgment. Check that any PayPal Credit account on your report is one you opened. [CFPB enforcement action](https://www.consumerfinance.gov/enforcement/actions/bill-me-later-paypal/)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"Paypal Holdings, Inc\": 10,825. The parent company name may also cover other PayPal products, such as Venmo. Top products: money transfer, virtual currency or money service 8,196, checking or savings 1,452, credit card 565. Top issues: unauthorized transactions or other transaction problem 2,082, trouble accessing funds in a mobile or digital wallet 1,863, fraud or scam 1,524, managing an account 953. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Paypal%20Holdings%2C%20Inc&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those 10,825 complaints, 6,835 (63.1%) closed with explanation, 2,092 (19.3%) with non-monetary relief and 1,896 (17.5%) with monetary relief; 2 were in progress. 10,822 were marked timely. Data retrieved 2026-10-12. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Paypal%20Holdings%2C%20Inc&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Complaint data is not a statistical sample. The CFPB says companies sometimes select \"Closed with explanation\" even when the consumer got relief, and complaints returned as administrative responses are not published. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n\n## Scams that target customers\n\n- Invoice and money request scams: a real PayPal invoice or money request carries an alarming note and a fake customer service number. Do not pay it, do not call the number, and never send money to a cryptocurrency wallet named in it; decline or cancel it, then use Report. [PayPal: invoice and money request scams](https://www.paypal.com/us/cshelp/article/what-are-invoice-scams-and-money-request-scams-on-paypal-help1059)\n- PayPal says it will never call you from 1-888-221-1161 to ask for your personal or account information. [PayPal: invoice and money request scams](https://www.paypal.com/us/cshelp/article/what-are-invoice-scams-and-money-request-scams-on-paypal-help1059)\n- To check an account warning, open the PayPal app or type www.paypal.com into a new browser window; scammers fake caller ID, and PayPal says not to call back a number given in an automated call. [PayPal: fake messages](https://www.paypal.com/us/security/learn-about-fake-messages)\n- An email that says your account is limited, when the Resolution Center shows no limitation, may be fake: forward it to phishing@paypal.com, then delete it. [PayPal: remove a limitation](https://www.paypal.com/us/cshelp/article/how-do-i-remove-a-limitation-from-my-account-help535)\n"},"guide":{"key":"payments","title":"Payment apps and money transfer services — how complaints work","last_verified":"2026-10-12","file":"guides/payments.md","page":"https://escalate.alexgaoth.com/#/guides/payments"}}