If your money hasn't arrived, it's usually one of the reasons below.
The amount is lower than you sent
Before you send stablecoins, the app shows an estimate of how much will reach your balance. For fees, see What fees does Pyypl charge, and what are my limits?
Your card top-up was reversed
A card top-up can be reversed if the money didn't reach us from your bank. If your bank shows the payment and your balance doesn't, contact us.
Your stablecoins used another coin or network
Check that you sent the coin and network you chose in the app, and an amount between the smallest and largest the app showed. Check that the transfer is complete in the wallet or exchange you sent from. If you used another coin or network, the money may be lost permanently, as blockchain transactions can't be reversed.
If none of these fit
Contact us.
Never share your card details. Pyypl will never ask for your CVV. If we send you a code, only enter it in the Pyypl app, on the screen that asks for it. We'll never ask for it by phone, email, chat or message.
Still need help? Chat with us in the app. The chat works even if you can't log in: on the login screen, tap ? to open the Help Centre, then tap the chat bubble. You can also use the chat on pyypl.com, email care@pyypl.com or use the web form at pyypl.com/contact. We work on weekdays during working hours, so messages sent at the weekend may take longer to answer.
