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How can I contact PayPal about login problems, payments, charges or refunds?

  • Updated

PayPal is an online payment service. It allows customers to pay securely online without sharing their bank or credit card details directly with the retailer. Payments, charges, refunds and account settings are managed directly by PayPal.

For all questions about your PayPal account, please contact PayPal Customer Service directly, as GIESSWEIN cannot access your account for data protection reasons. This includes:

  • PayPal login problems
  • forgotten passwords
  • unknown or duplicate charges
  • declined, pending or held payments
  • missing PayPal refunds
  • questions about bank accounts or cards
  • PayPal instalment payments or Pay Later
  • disputes and Buyer Protection cases
  • suspicious emails or unauthorised account access

GIESSWEIN cannot access your personal PayPal account or manage PayPal transactions, account settings or disputes.

 

How can I contact PayPal Customer Service?

Open the official PayPal Contact page.

Then follow these steps:

  1. Select the topic that best matches your issue.
  2. Open the suggested Help Centre page.
  3. Scroll to the bottom of the page.
  4. PayPal will display the available contact options for your issue.

Depending on your enquiry, PayPal may offer:

  • chat
  • secure message
  • telephone support
  • the Resolution Centre
  • PayPal Help Centre articles

💡 The telephone number and opening hours may depend on the selected issue and whether you are logged in. Please always use the official PayPal Contact page.

 

How can I send PayPal a message?

If you can log in to your PayPal account:

  1. Log in to PayPal.
  2. Open the Message Centre.
  3. Select “New Message”.
  4. Describe your issue as precisely as possible.

For questions about a specific payment, include the PayPal transaction ID, payment date and amount.

 

How can I contact PayPal through the app?

  1. Open the PayPal app.
  2. Tap your profile photo.
  3. Select “Help”.
  4. Choose the topic that best matches your issue.
  5. Scroll down.
  6. Select “Contact PayPal Support”.

Depending on the issue, you may be able to send PayPal a message, call Customer Service or open the Resolution Centre.

I cannot log in to PayPal

Open the PayPal Contact page and select:

Password and account access → Login problems

If you have forgotten your password:

  1. Open the PayPal login page.
  2. Select “Forgotten your password?”.
  3. Enter the email address registered with PayPal.
  4. Complete the security check.
  5. Create a new password.

Further information: Resetting a forgotten PayPal password

I do not recognise a PayPal charge

First, check your PayPal Activity:

  • Was the payment made by a family member?
  • Is it connected to a subscription?
  • Is there an automatic payment to a retailer?
  • Is the retailer shown under a different business name?

If you did not authorise the payment, report it immediately through the PayPal Resolution Centre.

Follow these steps:

  1. Open the Resolution Centre.
  2. Select “Report a problem”.
  3. Select the unknown payment.
  4. Select “Continue”.
  5. Choose the option for reporting unauthorised activity.
  6. Follow the remaining instructions.

Further information: Report an unauthorised PayPal transaction

How can I cancel an automatic PayPal payment or subscription?

In your PayPal account:

  1. Open Settings.
  2. Select “Payments”.
  3. Open “Automatic payments”.
  4. Select the relevant retailer.
  5. Select “Cancel”.

Cancelling an automatic payment does not cancel an order that has already been completed or reverse a charge that has already been processed.

My PayPal payment was charged twice

First, check your PayPal Activity and your bank statement.

If two completed PayPal transactions are shown, contact:

  • GIESSWEIN if both payments relate to the same GIESSWEIN order
  • PayPal if there is only one order but PayPal shows two charges
  • your bank if PayPal shows only one transaction but your bank account was charged twice

For further assistance, use the PayPal Contact page.

My PayPal payment was declined

A PayPal payment may be declined if:

  • your bank or card issuer declined the payment
  • the card details or billing address are no longer current
  • your PayPal account is restricted
  • a security check is required
  • your bank account or card still needs to be confirmed

Check your payment details and then contact PayPal, your bank or your card issuer.

Further information: Why was my PayPal payment declined?

My PayPal payment is pending or on hold

The payment status is managed directly by PayPal.

Possible payment statuses include:

  • Pending: PayPal is checking or processing the payment.
  • Temporarily held: The amount has been temporarily reserved.
  • On hold: PayPal is reviewing the transaction.
  • Completed: The payment was processed successfully.
  • Declined: The payment was not accepted.
  • Refunded: The refund was returned to the original payment method.

Open the payment in your PayPal Activity to view further information.

Further information: Understanding your PayPal payment status

My PayPal refund is not showing

A refund is always returned to the payment method originally used.

Processing times vary depending on the payment method:

  • PayPal balance: normally on the same day
  • Bank account: frequently within five working days
  • Debit card: frequently within five working days, but sometimes longer
  • Credit card: up to one or two billing cycles, depending on the card issuer

To check the refund status:

  1. Open your PayPal Activity.
  2. Select “Filters”.
  3. Select “Refunds”.
  4. Open the relevant transaction.

If GIESSWEIN has confirmed the refund and PayPal shows it as completed, please contact PayPal or your card issuer directly.

Further information: Where is my PayPal refund?

How can I open or check a PayPal dispute?

Open the PayPal Resolution Centre.

There you can:

  • report a problem with a payment
  • report an unknown payment
  • communicate with a seller
  • check the status of an existing case
  • provide PayPal with additional information
  • escalate a dispute to a Buyer Protection claim

If a PayPal dispute has already been opened for your GIESSWEIN order, please also inform GIESSWEIN Customer Service.

I received a suspicious PayPal email

Do not select any links or open any attachments.

Forward the suspicious message to:

phishing@paypal.com

Delete the message afterwards.

Further information: Recognising common PayPal scams

🔒 PayPal will never ask for your complete password or security codes by email.

Questions about PayPal instalment payments or Pay Later

Open the PayPal Contact page and select the relevant Pay Later or instalment payment section.

PayPal can assist with:

  • instalment payment plans
  • outstanding instalments
  • payment schedules
  • refunds for instalment payments
  • declined applications
  • unknown charges

GIESSWEIN cannot change PayPal instalments, payment plans or due dates.

 

When should I contact GIESSWEIN, and when should I contact PayPal?

Please contact GIESSWEIN about:

  • your order
  • your order status
  • delivery
  • your return
  • receipt of your returned parcel
  • a refund that GIESSWEIN has not yet processed

Please contact PayPal about:

  • your PayPal login
  • your password
  • your PayPal account
  • a charge
  • an unknown transaction
  • your PayPal payment status
  • a refund already processed by GIESSWEIN
  • PayPal instalment payments
  • PayPal disputes
  • Buyer Protection
  • account restrictions
  • security checks
  • return registrations made through your PayPal account

 

General PayPal contact details

PayPal (Europe) S.à r.l. et Cie, S.C.A.
22–24 Boulevard Royal
L-2449 Luxembourg

General email address: enquiry@paypal.com

For questions about a personal PayPal account or a specific transaction, please use the PayPal Contact page. For security reasons, account-specific information can only be provided after your identity has been verified.