PayPal Problems: Where’s my Payment?

Last Updated: Oct 19, 2017 03:45PM PDT
You’ve completed your first test and you anxiously await your payment.  After 7 days, you check your PayPal account and you don’t see the payment from UserTesting.  What happened?

First, has it been exactly 7 days after you completed the test?  Payments are sent at around the same time you completed the test (California time).  So, if you completed the test at 5pm PST, then payment won’t get sent until 5pm PST, 7 days later.
If it’s been more than 7 days since you completed the test and you don’t see payment, then it could be due to one of these common reasons:
Is your PayPal email spelled correctly?  
If there’s a typo, then we’ve sent your payment to a non-existent account.  To check your PayPal email, login to your UserTesting Dashboard, and select Account Information > Change PayPal Information.
NOTE: If you change your PayPal email AFTER we try to send payment for a test, then you probably won’t see the payment for that test.  You need to ensure that your PayPal email on file is always accurate and up-to-date BEFORE a payment is scheduled to be sent.  If you need a payment re-sent, please request assistance via the Contact Us form.
Did you confirm your email when you set up your PayPal account?
You need to to have a confirmed PayPal account in order to receive payments.  

To confirm your account, log in to PayPal and click Confirm email.

Go to your email account and check for a confirmation email from PayPal.  If you don’t see one, check your Spam folder.  Follow the instructions on the email to confirm your PayPal account.  

After your PayPal account is confirmed, you will see the payment from UserTesting on your account.
NOTE:  You need to claim payment within 30 days from when it was sent to you.  Otherwise, PayPal will return the money to us.  Please contact us at if it’s been more than 30 days so we can re-send payment.
Are there any limitations on your PayPal account?
If your PayPal account is limited (you’ll see a reason on your PayPal account), you need to resolve this before you can receive payment from us.
First, you may want to verify your account.  Unverified accounts have limits on how much money they can receive per month.  The area circled in green below shows the status of your account.

How to get Verified
  1. Log in to your PayPal account
  2. On the account overview page, near your name, click Get Verified
  3. Select the verification method you want to use
  4. Enter your information, then click Continue
  5. Click Confirm, then click Submit

NOTE: PayPal Verification usually takes 2-3 business days in the United States, and 4-6 business days outside the United States.

If your account is Verified and still limited, follow these steps to find out why.
  1. Log in to your PayPal account.
  2. Click Resolution Center at the top of the page.
  3. Click Steps to Remove Limitation and follow the instructions

If you don’t hear from PayPal within 3 business days, we suggest that you call the Resolution Department at 1-888-221-1161 or 1-402-935-2050 if you’re calling outside the U.S.  For faster service, get a one-time passcode before calling.  Here’s how:
  • Log in to your PayPal account
  • Click Contact at the bottom of the page
  • Click Call Us under “Contact PayPal”
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