Withdraw money not working via app because of value entering bug

[Monddrache]

Hello, my friend had yesterday the weird bug, that when she tried to get her PayPal money sent to her bank (withdrawal/payout), it was broken. I tested it on my app on my phone, there it worked. We could only solve it through using the website. The problem: She wanted to payout 7€ and after pressing "ok" the amount changed to 700€, at least when she tried writing "7.00" using comma didn't worked. (We tested also other values like 1 or 3€). If she entered ONLY "7" it changed the amount to "7.000.000,00" after confirming the value with "ok". I was happy, that I was there, because I couldn't believe it. I had to see this crazy bug with my own eyes. I checked in the Google Playstore if her app has a update, but it was up to date. I also deleted the cache of the app and ofc. restarted the app. I don't know if it will happen again, in the past could she already payout/eithdraw without problems her money. She use PayPal since 1 months, but lost now her trust into the app Dear devs please fix this immediately, this is not ok.

[PayPal_Meghan]

Hello @Monddrache, 

Welcome back to the PayPal Community! 

I'm sorry to hear your friend is unable to withdraw on the PayPal App because it keeps changing the amount of her withdrawal. In addition to the troubleshooting steps you've mentioned, I also recommend uninstalling and reinstalling the PayPal App. If that still doesn't work, please have her reach out to Customer Support by selecting 'Contact' at the bottom of any PayPal webpage. They may need to submit a report to our technical support teams. 

I hope this issue with the App is resolved quickly! 

- Meghan

[Monddrache]

Hi, I wanted to save her from reinstalling the app, because I don't know if she have to add fingerprints or other things again then. Btw. She can login in her browser via fingerprint into PayPal, I have to enter my password, do you know why? Or is it because she uses the Google password manager? ( I never save payment passwords anywhere, only in my mind.)

[PayPal_Meghan]

Hi @Monddrache, 

Thanks for reaching back out! 

I can understand wanting to avoid uninstalling and reinstalling. Your friend's fingerprints should be saved to her phone's settings. If she uninstalls and reinstalls, she'd have to sign in with her password the first time, and then she can flip on the setting to use her fingerprints again the next time. 

Regarding her ability to log in on the mobile web browser with a fingerprint, I can think of a couple of different reasons that might be. The first reason is precisely what you mentioned: she could be using a password manager like Google. My other thought is that she has enabled the new PayPal Passkey. The Passkey allows you to use your saved biometrics to log in. You can learn more about it and how to set it up on our Help Center here. 

Have a lovely rest of your day! 

- Meghan

[Monddrache]

I have a passkey, it says "Android PayPal app".I clicked on "new passkey and it denied it, because I have one. hmmm.

Just checked:

"Auf diesem Gerät oder Browser kann kein Passkey erstellt werden. In unseren FAQ erfahren Sie, was unterstützt wird."

It says it's not available on my device/browser.

I checked the FAQ.

The fingerprint in web does ONLY and exclusively work in Google Chrome.

I use Opera.