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Troubleshooting PayPal issues

If you're having trouble accepting payments with PayPal, this guide walks through the most common issues and how to fix them.

This includes:

  • Customers unable to complete checkout
  • Payments not showing in your account
  • PayPal not appearing at checkout
  • Errors like “PayPal can’t accept payments” (Disabled charges)

Before you start

Make sure:

  • Your PayPal account is connected in your shop settings
  • Your PayPal account is active, verified, and in good standing
  • You’re logged into the correct PayPal account

“PayPal can’t accept payments” (disabled charges)

If you’re seeing a message that your PayPal account can’t currently accept payments, this is usually caused by something on the PayPal side—not your Big Cartel shop.

Here’s how to fix it:

1. Check your PayPal account setup

PayPal requires a few things before you can accept payments:

  • Your primary email address is confirmed
  • Your account is a Business account
  • Your account is verified
  • You’ve completed any required steps in your PayPal dashboard

Log into PayPal and check for notifications or required actions (look for alerts or the bell icon).

2. Make sure your currency matches

A mismatch between your shop currency and PayPal currency can block payments.

3. Check blocked payment settings

PayPal may be set to automatically block certain payments.

To review:

  1. Log into PayPal
  2. Go to Account Settings
  3. Under Payment preferences, find Block payments
  4. Adjust settings if needed

4. Refresh your PayPal connection

Sometimes changes in PayPal don’t update right away in your shop.

To fix this:

This can trigger a refresh and restore payments.

5. Check for account limitations

If payments are still blocked, your PayPal account may have a restriction or limitation.

This can happen due to:

  • Missing account information
  • Risk or security reviews
  • Disputes or unusual activity

You’ll need to contact PayPal directly to resolve this.

Customers can’t complete checkout

If customers are running into issues paying with PayPal:

PayPal login requirements

  • Some customers must log into PayPal to complete checkout
  • Guest checkout or Advanced credit and debit isn’t always available (PayPal controls this)

Errors or declines

If customers report errors:

  • Ask for a screenshot

Have them try:

  • Another browser or device
  • Clearing cache/cookies
  • A different payment method

Declines happen on PayPal’s side and won’t appear in your shop admin.

Payments aren’t showing up

If an order was placed but you don’t see the payment:

Check your PayPal account

Look for:

  • Pending payments
  • Holds or delays
  • Activity in your transaction history

PayPal may temporarily hold funds for review.

Confirm the correct account

Make sure the PayPal email in your shop matches the account you’re checking.

PayPal not showing at checkout

If PayPal isn’t appearing:

Check your settings

Reconnect PayPal

If needed:

  • Disconnect PayPal
  • Reconnect it again

PayPal account or feature issues

Not approved for card payments (Advanced Credit & Debit)

If you see that you’re not approved for PayPal card payments:

  • This is determined by PayPal (not Big Cartel)

You can still accept payments through:

  • PayPal accounts
  • Guest checkout (if available)

Approval depends on PayPal’s internal review process.

Refunds, disputes, and holds

Clear policies (shipping, returns, etc.) can help reduce disputes.

Tips to avoid PayPal issues

  • Keep your PayPal account verified and up to date
  • Regularly check your PayPal dashboard for alerts
  • Make sure your currency settings match
  • Reconnect PayPal after making account changes
  • Consider enabling Stripe to give customers more payment options

Still need help?

If you’re not sure what’s going wrong, reach out with:

  • Your shop URL
  • A description of the issue
  • Any error messages or screenshots
  • The order number (if applicable)

We’ll help you figure out what’s going on.

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