Reply to "pre paid payment not showing in my account balance"

Hello,

I am sorry to hear that the difficulty persists.

Yes, in order for us to be able to locate your payment and get it credited to the correct account it is most beneficial if you file a support case that includes the transaction ID from PayPal for the transaction in question.  Once we locate the transaction we will then update your account and let you know.

Please be aware that this appears to be an issue when making a payment from within the mobile app, but payments made from within the website appear to be operating correctly.  Our engineers are aware of this issue and are working with PayPal towards a solution and I will update this thread as soon as more information regarding this issue becomes available.

Apologies for any inconvenience this may cause!

 - Craig

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