Please help, money gone to old email

[PhillipAtkins12]

Hi there,

I recently sold an item on ebay and the buyer contacted me via email to buy.

He has told me he has sent the money to my paypal account but I have not received anything and my balance hasnt changed.

He has informed me to check my email address linked to that account for an payment received email where i could accept the payment the email is locked as someone has been trying to access my account and I cant recover it as the old recovery details on that email such as the recovery email and mobile number dont match my existing one any more.

So basically I can log in to the paypal account but I cant get email access to receive any emails on my hotmail account.

Now I added my new email address to my paypal account as shown in the image below but still nothing.

http://imgur.com/lfeqEUj

This is a really bad mistake by me as the buyer has said the funds have been deducted from his account.

How can I go about receiving the money?

[snowshoe]

If the funds went to an old email address, assuming the address is not being used by anyone, the status of the transaction on the buyer's end should show "unclaimed".   As long as the status remains unclaimed for 30 days, PayPal wil then return the money to the sender.

[PhillipAtkins12]

The thing is, he sent it to my paypal email which obviously didnt work as I couldnt get onto that email but I can still access on the paypal website, so I updated my primary email to my new address but can still log in with either new address or old one on the same account... So is there any way I can get the payment email resent to the new email that i just linked up with the account?

I dont think the buyer will be happy about having to wait 30 days to get his money back and I don't want to get negative feedback 😞

[snowshoe]

You may just be stuck at this point however, suggest that you follow-up with customer support to see if they have a solution. 

[PayPal_Anna]

Hi PhillipAtkins12,

Welcome to the Community Forum!

I would like to ensure I understand you correctly.

You had that hotmail email address added and confirmed on your PayPal account at the time when buyer sent funds?

I understand you can't access the email itself but it has been active on your PayPal account.

In the above situation you should see funds on your PayPal account, the email payment confirmation is only additional information, the most important is to ensure you've received funds onto your PayPal account. If you can't see the funds it means that buyer either didn't send them or he sent them onto incorrect email address.

I would recommend you to ask your buyer for the payment transaction number and the exact email address he sent it onto. If the payment was sent onto incorrect email address and had status 'Unclaimed' he will have option to cancel the payment under 'Transaction Details'

You can also contact Customer Service as you've been advised as they will be able to check all details.

The fastest way to contact is via Social Media - Facebook: https://www.facebook.com/PayPalUK or Twitter: @AskPayPal

Hope it helps.

Happy Easter Monday!

Anna