> For the complete documentation index, see [llms.txt](https://docs.upgrade.chat/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.upgrade.chat/payment-processors/paypal.md).

# PAYPAL

## **Can I switch PayPal accounts? Transfer Owners? What happens?** <a href="#transfer-ownership" id="transfer-ownership"></a>

In the PayPal V1 integration, subscriptions will remain active and once you connect your new PayPal account, all the funds will be credited to that new account. **ALL Subscriptions that renew while you DON'T have an account connected will be cancelled.**\
\
In the PayPal V2 integration, subscriptions are tied to the PayPal account they were set up with for and this cannot be changed. **ALL previously ongoing Subscriptions that renew while you are on the new account connected will be cancelled, in addition to those that renew while you DON'T have an account connected.**<br>

## **How do I change my business name on PayPal?** <a href="#change-business-name" id="change-business-name"></a>

You can change your business info here: [**https://www.paypal.com/businessmanage/account/aboutBusiness**](https://www.paypal.com/businessmanage/account/aboutBusiness)

## **Why does a PayPal charge show "On Hold"?** <a href="#on-hold" id="on-hold"></a>

Upgrade.Chat does not have anything to do with how PayPal processes payments.  Please contact PayPal about your transactions and see here: [**https://www.paypal.com/us/smarthelp/article/my-payment-is-on-hold.-why-is-this-happening-faq3297**](https://www.paypal.com/us/smarthelp/article/my-payment-is-on-hold.-why-is-this-happening-faq3297)

{% embed url="<https://www.paypal.com/us/smarthelp/article/my-payment-is-on-hold.-why-is-this-happening-faq3297>" %}

## How do I look up a user who paid with PayPal? <a href="#lookup-user" id="lookup-user"></a>

Click on the name in your PayPal dashboard and it will show you the user's info.

![](/files/-MKCLcCj9MFwd9HmcTCY)

![](/files/-MKCLi_hNW4FdLbwXMDM)

## **I can't find someone in the PayPal transaction dashboard?**

If you have a trial, you must search future dates in advance to find their trial and purchase record. This is because their info will be recorded for the time period that the trial expires.&#x20;

## **100% Coupon Doesn't Work?**

The minimum amount that can be processed is $1. If you want to give free access, consider using the free trial feature.&#x20;

## Why am I required to add a shipping label? <a href="#shipping-labels" id="shipping-labels"></a>

This is because PayPal thinks you are selling physical items, you would need to [contact PayPal](https://www.paypal.com/us/smarthelp/contact-us) to have this removed as this has nothing to do with Upgrade.Chat.

[**https://www.paypal.com/us/smarthelp/contact-us**](https://www.paypal.com/us/smarthelp/contact-us)

## **When does PayPal transactions / subscriptions start? (Trials End)** <a href="#subscription-start" id="subscription-start"></a>

PayPal processes at 7am Eastern every morning. PayPal operates in UTC. Transactions or Trials that end on one day in your timezone will not be processed until between 7am - 12pm EST.&#x20;

## **Payment fails when testing. What is wrong?** <a href="#payment-testing" id="payment-testing"></a>

* **You cannot pay yourself from the same paypal account.**
* **Your PayPal account is not fully verified.**
* **Please reference the PayPal Error Codes:**

{% content-ref url="/pages/-MWV1QwdTyFQbLHj78TT" %}
[Error Codes](/payment-processors/paypal/troubleshooting/error-codes.md)
{% endcontent-ref %}

## **Account Access Limited / You can no longer use PayPal.**  <a href="#account-limited-access" id="account-limited-access"></a>

Unfortunately, this is something you need to contact PayPal about:\
[**https://www.paypal.com/us/smarthelp/contact-us**](https://www.paypal.com/us/smarthelp/contact-us)

{% hint style="danger" %}
**We are not able to assist as this has to do with your account and not Upgrade.Chat.** [**Please contact PayPal.**](https://www.paypal.com/us/smarthelp/contact-us)
{% endhint %}

## **Viewing** PayPal transactions

View transactions in your transaction tab here before checking PayPal\
[**https://upgrade.chat/payment-settings?section=transactions**](https://upgrade.chat/payment-settings?section=transactions)

![](/files/-MCnM1C34_e4WjspnIwM)

{% hint style="success" %}
You must check here first for your PayPal transactions then your account.
{% endhint %}

{% hint style="info" %}
Transactions may show in your PayPal account as one time but if you have it setup in the Upgrade.Chat control panel as recurring, it will bill accordingly.&#x20;
{% endhint %}

{% hint style="info" %}
**DRAFT** status is only for unpaid invoices. **ACTIVE** is the status of invoices that are unpaid but have a trial associated with them. You can search into future dates to see people on trial.
{% endhint %}

{% hint style="info" %}
To view free trials that have not been billed yet, filter by dates in the future to see your free trials.
{% endhint %}

{% hint style="warning" %}
Your PayPal account may not reflect all the data stored by Upgrade.Chat. Please make sure to check your transaction tab and details first. [**Click Here to Open PayPal Transactions.**](https://upgrade.chat/payment-settings?section=transactions)
{% endhint %}

## Where can I find my transaction reports and data? <a href="#reports" id="reports"></a>

#### [**https://business.paypal.com/merchantdata/reportHome**](https://business.paypal.com/merchantdata/reportHome)

## **How can I find my PayPal merchant ID?** <a href="#reports" id="reports"></a>

[**https://www.paypal.com/us/smarthelp/article/how-do-i-find-my-secure-merchant-id-on-my-paypal-account-faq3850**](https://www.paypal.com/us/smarthelp/article/how-do-i-find-my-secure-merchant-id-on-my-paypal-account-faq3850)