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I haven't received payment on my Paypal account but its status is paid

A topic by Stray Feet created Nov 25, 2020 Views: 609 Replies: 8
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First of all I've tried to contact the support via mail, but had no answer in 13 days.

Here's the problem:

  • I've had paypal account on email1 linked to the itch.
    Then I've changed email1 to email2 on paypal.
    After that I've asked the payment from itch.
    The payment went to email1, but not to email2.
    I haven't received any new payments on my linked paypal account.

I've contacted Paypal and they've told me that you [itch] should resend the payment or cancel it if it's on the paypal's side already and then resend it.

I've also relinked my paypal account with email2 on itch to avoid any future troubles.

On itch side it says that it is payed.

But I have no new payments on my Paypal account.

Could I get help from here, or should I keep waiting for the support's answer via mail?

Moderator(+2)

I've let an admin know.

Thank you.

Admin (3 edits) (+2)

This typically happens because you’ve linked a PayPal account of an email address that is no longer associated with an active PayPal account. The funds are considered sent but they are on hold for the email address that was originally linked to our system.

If you have access to that inbox then you can check the email there and there should be instructions about claiming the funds. The payment will revert to canceled after 30 days if the funds aren’t collected.

Please reconnect your PayPal account to ensure that we have the correct information on file if you haven’t already.

(+1)

Do I understand correctly that after 30 days the payment will revert to canceled and I would be able to ask again for that payment to be paid to my active PayPal account?

Admin(+2)

That’s correct. If you are unable to access the email it was sent to we can proactively cancel it, but I recommend claiming it at the email address you provided to us.

Thanks

More than 30 days has passed and the payment hasn't convert back to canceled.

Could you, please, proactively cancel the payment so that I can ask for the new one with active linked Paypal account?

Admin(+1)

Just checked, it should be good now. Thanks

Got it. Thanks!