Keeping your business safer.

To ensure PayPal remains a safer place to transact, we periodically review all accounts. From time to time, limitations may be placed on accounts to help protect all our customers and ensure we comply with our regulatory obligations.

Account limitations.

When your account is limited, you won’t be able to withdraw or send money or close your account. In some cases, you won’t be able to receive money or update your information until the limitation has been resolved.

Why does PayPal limit accounts?

To make sure your money, your personal information and your business stay protected, we sometimes take extra precautions and limit your account. We generally do this for one of six reasons.

1 We need to comply with laws such as the Australian Anti-Money Laundering and Counter-Terrorism Financing laws, or the US Foreign Account Tax Compliance Act (FATCA).
2 We suspect someone could be using your account without your knowledge.

Stay safer online and keep your account more secure
3 Your bank has notified us that someone has used your card without your permission, or that there have been unauthorised transfers between your bank and PayPal accounts.
4 You’re engaging in high-risk buying or selling activities, like selling high-value items or in an industry that is more susceptible to disputes and chargebacks.
5 There are an excessive number of disputes or reversals in relation to your account.

Help avoid customer complaints
6 You’re buying or selling items or services prohibited by our Acceptable Use Policy.

Lifting your limitation

If your account is limited, we’ll email you to let you know. Generally, to remove the limitation we’ll need to confirm your identity and/or need documentation or further information about your business or business activities.

If your account is limited, log in and visit the Resolution Centre to find out what you need to provide and upload the documents we need.

Once you’ve submitted all of your documentation or responded to our questions, please watch for, and respond promptly, to any further communications as we may need further information. We’ll do our best to confirm your documents and remove the limitation as soon as we can (normally within 2 business days) but sometimes it can take a little longer.

Confirming your user's identities.

If we need more details about your business, we may also need to confirm the identity of your primary authorised users and any additional users with funds management privileges on your account. In most cases, we’ll try to do this electronically first. If we’re unsuccessful, we’ll request two documents from you for each person.

See the documents we’ll need

Other information we may need.

The type of documents and information we require depends on your limitation type and how your business is structured. In most cases, we’ll ask for:

  • Information about your business, such as legal entity documents and information about related parties
  • The names, dates of birth and addresses of the beneficial owners of your business

Questions and answers

How do I make the process easier?

You should always keep your personal and contact details updated on your PayPal account. It’ll help speed up the process so your limitation won’t apply for as long.

How do I know the request for my identification documents is really from PayPal?

If you receive an email requesting documents, log in to your PayPal account. You’ll see an alert requesting you to provide the documents. Never send proof of identity documents to anyone by email.

Why does PayPal need to confirm my identity?

We need to confirm your identity to ensure you’re the rightful account owner. We do this to keep our community of buyers and sellers safer, and to comply with Australian Anti-Money Laundering and Counter-Terrorism Financing laws.

Are my documents kept secure?

Keeping your information safe and secure is always our top priority. We collect and share your information only in accordance with our Privacy Policy.

I’ve already confirmed my business? Why is PayPal asking for more information?

Some organisations may be required to provide further documentation to ensure compliance with various government regulations. Additional documents may be requested from businesses including,but not limited to:

  • Political organisations
  • Charities
  • Associations and non-profit organisations
  • Financial services organisations

And those that:

  • Receive donations
  • Have a complex organisational or ownership structure
  • Are related to a higher risk or highly regulated industry. For examples, see our Acceptable Use Policy
  • Conduct activities that are either prohibited or require pre-approval under our Acceptable Use Policy

I’ve submitted my documents. Why has the limitation not been removed?

The types of documents we require vary depending on the nature of your account activity or business operation and the structure of your business. During the course of our review, we may email you asking for additional information or documents.

To help us complete your account review as quickly as possible, please log in and check the Resolution Centre regularly.

Who should I contact for help?

If you have questions about your limitation or need help, call us on 1800 073 263 or +61 2 8223 9500, 8am-8pm AEST Monday to Friday. You can also email us through our Help Centre.