Who are vulnerable customers?

Vulnerable customers are defined as “someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate care”. 
 
We’re committed to supporting our customers where they display vulnerability traits - whether temporary or permanent - that adversely impact their ability to access or use PayPal’s services or cause hardship or financial difficulties from the use of PayPal’s products and services. 
 
Anyone can become vulnerable at any point in their lives and can include physical disabilities, long-term health issues, mental health issues, addictions, family breakdowns or job losses. Vulnerability also includes people who are excluded from financial services because of their personal or financial circumstances.  
 
We encourage you to let us know if you feel you’re vulnerable and need extra support. We’ll try to understand your circumstances and how they affect your relationship with PayPal. We’ll treat you with respect, empathy and kindness and take all reasonable steps to support you. Anything you tell us will be strictly confidential, handled securely and will not be shared with any third parties.
 
 
Is the PayPal website designed for accessibility?
We work hard to ensure our services are accessible to all.  We do this in various ways, including: 
  • Using descriptive links and providing alternative text on our website. This is to help people who use assistive technology, such as screen reader software
  • Designing features and pages on our website for accessibility
  • Contrasting the fonts and backgrounds to make pages on our website easier to read
  • Designing our website to easily navigate without using a mouse
 
We’re always looking to understand how we can improve this experience. If we haven’t addressed your specific issue, let us know and we’ll do our best to support you further.

 
How might PayPal help someone with physical disabilities?
Physical disabilities relating to your vision, hearing or speech, may affect your ability to use our website, access our services or manage your account. If you have a disability of this type, we can offer you extra support to improve your experience with us.

 
How might PayPal help someone with a Long-Term Illness?
If you’re experiencing mental health issues or a long-term illness, we want to understand how your condition affects your ability to access or use PayPal’s services. We’ll work with you, or your carers, to minimise the impact of this on your use of PayPal.

 
What if I don’t have the identity documents needed to use PayPal? 
There are laws to prevent services like ours from being used to launder the proceeds of crime and to combat terrorist financing. To satisfy those laws we must verify every customer’s identity and address. We usually ask for standard documents, such as a passport, driving licence or utility bills. We understand that, for a variety of reasons, some people will not have those standard forms of ID or proof of address. 
 
If you don’t have such documents needed to access PayPal’s services, we can provide you some extra support. We’ll help to identify which documents we can accept that will allow you to open and operate an account with us.

 
What can PayPal do for a Non-English speaker?
If English is not your first language and you need a translated version of documents, such as our terms and conditions, we can arrange to do this in the language of your choice. 
Most web-browsers can automatically translate our webpages into a different language which would help you to more easily navigate the website.

 
What happens if I get into financial difficulty?  
If you’re having trouble managing loan payments and this is made worse by a vulnerability trait, we can provide you with help to manage your payments. This is known as forbearance and we have specially trained teams who will understand your unique circumstances and support you to get back on track. 
 
Problems managing your finances
If you need more support managing your finances, there are many free sources of help and support from organisations such as: 
 
What is Power of Attorney and when would I use it?
If you’re having problems managing your financial affairs either through mental incapacity or for some other reason, a Power of Attorney could be a viable option. It‘s important to get legal advice so you know what type of power attorney is right for you. 
 
Allowing someone control of your finances gives them permission to:
  • Open an account on your behalf
  • Use your account(s) in the same way that you had done previously
  • Access your account(s) online and by telephone, should you wish
Depending on the type of access you’ve granted, your representative may not be able to do all of these things. For example, there may be restrictions on the power of attorney. 
 
The most common types of Power or Attorneys are:
  • General / Ordinary Power of Attorney
  • Lasting Power of Attorney
  • General Power of Attorney
  • Enduring Power of Attorney (Continuing Power of Attorney in Scotland)
The powers under the different powers of attorney vary and depend upon whether you live in England, Scotland, Wales or Northern Ireland.