Need Help with Identity Confirmation

[businesswiz]

Hi There, 

I can't seem to confirm my identity on my business account. I fill out all the information and it always says "Thank you for providing the required information. We'll get back to you within 2-3 business days." And then a few days later, it is asking for the same documents again. It always asks for me to upload documents for the Beneficial Owners and Officer Information - which is me (the same person). I have been in a constant loop of trying to get this solved. 

I then received an email asking me to complete the following steps:
1. Go to www.paypal.ca and log in to your PayPal account.
2. Click "Notifications" (bell) icon next to "Log out" button.
3. Click the notification prompting you to confirm your identity and follow on-screen instructions.

But there is no bell on my paypal account next to the "Log out." I am based in Canada and I even tried logging in to PayPal American website using a VPN and my dashboard did not change. 

I was also asked to upload the following information: 

•Official supporting documentation (e.g. Corporate tree etc.)
•Securities register
•Shareholders register
•Shareholder Agreement
•Partnership Agreement.

But there is nowhere to upload it. 

Thank you and any help would be helpful. I tried calling multiple times but never got through to anyone. 

[spicyglobe]

I was able to receive a callback days after I called.  But that customer service representative could not help me.  I tried contacting the "Message Center" as well.  I uploaded my documents there, but they can only relay the documents to the "review team."  Unfortunately, I am still in the same boat with this constant loop.  There does not appear to be an actual human to speak to and/or help resolve this problem.

[kathiann]

Hi, 

I've had the same type of frustration here in the US under their Beneficial Owner's Documentation Request. They sent a few messages before they limited my business account. I had tried to do what they said to do on my Dashboard (complete the BO form) and it wouldn't let me complete it- just kept going back to the same screen. 

They then limited my account which basically meant it shut down our business as people could no longer make payments. 

I dealt with a different person every time. The message center became ineffective after a very short while because it kept giving me the "assistant" and then when a real person did answer, they asked the same question as the last person and told me to do something different. 

It has been a total of 8 months and the only thing that has helped me to receive a response is that I FILED A BBB CLAIM against their HOME OFFICE in CA. 

I'm not sure if you have a different home office being in Canada. 

IT shouldn't take this long or be this frustrating to get an answer or help to have our accounts working. I would never treat our customers this way and that is what bothers me the most. 

If I had not switched to a different system of collecting payments back in August, we would have had to close completely and lose our business. NO business (ie; PayPal) should have that type of control over another business.