I have a problem with PayPal...

The following FAQs may help you to resolve issues you have when you use PayPal to buy Skype features.

If your question isn’t answered here, you can find more general information about PayPal and how to use it in the PayPal Help Centre*.

*Skype is not responsible for the content of external sites.

Why can’t I log in to PayPal?

You may be using the wrong email address or password. When the transaction process asks you to log in to PayPal, click Forgot email address or password? and follow the on-screen instructions to recover your email address or reset your password.

If you have never used PayPal before, you’ll need to create a PayPal account. Fill in your details on the Create a PayPal Account or Log In page and click Agree and Continue.

Why can’t I complete my payment?

You may have exceeded the limits on your PayPal account, or PayPal may be experiencing service issues.

Skype cannot help you with issues that occur within your PayPal account. For more information on how to proceed, refer to the PayPal Help Centre or contact PayPal.

Why is my order still pending?

A purchase made using PayPal may remain pending for a few days, depending on how you deposited money into your PayPal account. If you paid with a credit card, the payment is automatically sent to us and your Skype balance is credited immediately. Payments made using eCheck, via bank accounts or Internet Transfer will remain as pending in our system until the payment has cleared with PayPal. As soon as payment clears, your Skype account will be credited.

To check the status of your PayPal payment, log in to your PayPal account and view your order status.

Why is my order on hold?

This situation usually happens when PayPal believes there is an issue with the purchase or you have raised a dispute or complaint about the purchase. Log in to your PayPal account or contact PayPal to determine the cause of the issue.

Why hasn’t my order completed?

If you have purchased a Skype feature but it is not visible in your purchase history then it is likely that you did not complete the payment process. Log in to your PayPal account to check whether the purchase has been completed. If no money has been taken for your order with Skype, you will need to repeat your purchase.

If money has been taken from your PayPal account, contact Skype Customer Service with your transaction ID and invoice number so we can investigate. These can be found in your PayPal purchase history.

Why was my order cancelled?

If you are new to Skype, the order may have been cancelled because Skype only allows you to associate your PayPal account with two Skype Names and you have tried to use a different Skype Name for this payment.

We recommend that you use one of our other payment methods. When you have an established record with us, you can have up to three Skype Names for each PayPal account.

Why was my order refused?

An order can be refused when you do not have sufficient money in your PayPal account or your credit card has expired. We recommend that you check the status of your funds with PayPal. In the meantime, you can use one of our other payment methods.

Why am I being charged a small fee?

In some countries, PayPal charges a small fee to customers when they purchase a product from Skype or other providers. For example, PayPal will charge a conversion fee if your Skype account is in a different currency to your PayPal account, or your bank may charge a fee if your bank account is in a different currency to your PayPal account.

You may want to make sure that the currency in Skype and PayPal is the same as the funds in your bank account.

Change the currency in your Skype account.

Why do I need to add a credit card to my PayPal account?

If you are using Auto-recharge or recurring payments, you will be asked to add your credit card details so that we can guarantee payment. If you are unsure how to do this, refer to How do I link and confirm my credit or debit card? within the PayPal Help Centre for more information. 

Can I cancel a payment?

You can cancel a payment from within your PayPal account only if the payment is ‘Unclaimed’ and you can see a ‘Cancel’ button in the ‘Action’ column for that payment. PayPal cannot reverse a transaction which is ‘Completed’.

If you have a recurring payment agreement with us, you can cancel it from your PayPal account. Refer to How do I cancel an automatic payment I have with a merchant? within the PayPal Help Centre for more information.

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