If you're having an issue with a specific transaction - including payment(s) you don't recognise or suspect were unauthorized - please go through the online dispute resolution process in the Resolution Center. To open a dispute, please log into your PayPal account, select the relevant transaction and "Report a Problem." You will be asked to provide details.
Fix transaction and account related issues
We aim to offer you excellent customer service, but we may not get it right every time. If you're not satisfied with the outcome of your dispute or wish to submit a complaint for an issue that is not covered under the Resolution Center, please let us know and we'll do our best to fix things quickly and fairly.
To look into your complaint as quickly as possible, please include the following when you get in touch:
your full name
the email address on your PayPal account
a description of your complaint
the outcome you're looking for
We'll handle your complaint as quickly as possible:
We'll acknowledge your complaint within 10 calendar days, unless we can resolve it sooner.
We aim to send you a final response within 15 calendar days.
In exceptional situations where we need more time to respond, we'll let you know and explain why. In any event, our final response will be sent no later than 30 calendar days after we receive your complaint.
If you are satisfied with our response, there is no additional step needed. If you are still not satisfied, please follow Step 2 below.
If you're not satisfied with the response or outcome of your complaint, you can escalate it to PayPal Europe's Head of Complaints Office (the contact details will be provided to you in the final response to your complaint).
The Head of Complaints Office will acknowledge your escalation and will aim to issue a response within 15 calendar days. This final response will explain the outcome of our review and, where applicable, your options for external escalation depending on the topic of your complaint.
Please note: this escalation is only available to customers who have submitted a complaint (i.e. Step 1 cannot be bypassed).
Further information on our complaint handling procedures can be found in our Complaints Process Code (Hungary) which can be found here.
Still not happy after Step 2? If you're not satisfied with our final response, you have the right to refer your complaint to an independent dispute resolution service:
Commission de Surveillance du Secteur Financier (CSSF). The CSSF is the authority responsible for the prudential supervision of companies in the financial sector in Luxembourg. You can contact the CSSF-Département Juridique at 283 Route d'Arlon, L-2991 Luxembourg, Luxembourg. You may obtain further information regarding the CSSF out-of-court complaint resolution procedure at: https://www.cssf.lu/en/customer-complaints/ or by visiting the Consumer Redress page in the European Union site at https://consumer-redress.ec.europa.eu. Escalation to the CSSF must take place within one year of the date you first complained to PayPal (outside this deadline, your complaint will not be admissible for their review).
Please note: Complaints related to PayPal's Buyer/Seller Protection program are not in scope , as these issues fall outside CSSF's supervisory scope.
European Consumer Centre (ECC-Net) in the EU, Norway and Iceland (collectively the ECC-Net) which are available, free of charge, to assist consumers by providing guidance on their rights and support in amicable dispute resolution.
Please always attach the Head of Complaints Final Response letter you've received from us and provide the email associated with your PayPal account.
Please note: You may escalate your complaint externally to an alternative resolution body once you have received the Head of Complaints Office final response, or if you have not received any response within one month of contacting Head of Complaints. This does not affect your right to bring the matter before a court at any time.
Fix transaction and account related issues
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PayPal (Europe) S.à r.l. et Cie, S.C.A. is a credit institution (or bank) authorised and supervised by Luxembourg’s financial regulator, the Commission de Surveillance du Secteur Financier (or CSSF). CSSF’s registered office: 283, route d’Arlon, L-1150 Luxembourg. The CSSF maintains a register of the organizations that it regulates at https://supervisedentities.apps.cssf.lu/index.html?language=en#Home. PayPal is number B00000351 on the register, but you can also look us up on the register by our name. Trade Register Number: R.C.S. Luxembourg B 118 349.