Troubleshooting FAQs on PayPal/Venmo Distributions

Modified on Tue, 09 Apr 2024 at 02:58 PM


I received an error while attempting to collect my claim at PayPal or Venmo, what should I do?

There are a few reasons why you could be receiving an error at PayPal or Venmo, please first ensure that you: 

  • Confirm the Claim Code and Date of Birth were entered into the form correctly. Please ensure there are no errant spaces or characters added to the form. It is recommended to manually type in the Claim Code rather than to copy/paste.
  • Ensure you are using the latest version of the PayPal or Venmo mobile application.
  • Ensure your PayPal account is held in your name. It cannot be within an account that is a part of a family plan.
  • Do not try to bounce between PayPal and Venmo platforms. If you attempt to collect your claim on PayPal or Venmo, an error may occur when you attempt to claim your code on the other platform. This is true regardless of whether you are attempting one or more claim codes. 
  • Do not use VPNs or services that mask your location or IP address.
  • Do not use prepaid phones, Google Voice numbers, government-issued phones, or information that does not match your account information while verifying your identity with PayPal or Venmo.
  • Wait at least 24 hours after changing personal information with PayPal or Venmo to redeem or try to transfer cryptocurrency.


For other error messages, PayPal suggests the following tips to troubleshoot on your own:

  • Retrigger the KYC process for enabling crypto on your account. If your account is missing information, you can trigger the verification process by clicking on “Buy” under the Crypto section of PayPal (under Finances) or Venmo. Note: you do not need to purchase to complete this process. The KYC validation process may take up to 48 hours to be completed. 
  • If you are using PayPal, ensure your tax information is correct. If your account is missing information, you may need to add or update your tax information. Review in your account. 
  • Confirm your Date of Birth is correct. If your Date of Birth is incorrect, this will impact your ability to move forward. It must be up to date with both Celsius and PayPal or Venmo when you attempt your claim code.


Please note that if for any reason PayPal or Venmo cannot service your claim, you will be notified that your distribution “cannot be serviced through PayPal or Venmo.”

I did not receive my Claim Code, what should I do?

If you were notified that you would receive your distribution from Paypal or Venmo but you still have not received an email with your Claim Codes, please submit a support inquiry, selecting

  • “I need need help with my Claim Distribution,” then

  • “I am having issues at PayPal or Venmo,” then

  • “I am having an issue with finding my Claim Code”


I received an email that my distribution “cannot be serviced through PayPal or Venmo,” what does this mean?

If for any reason PayPal or Venmo cannot service your claim, you will be notified that you will not be able to receive your distribution through PayPal or Venmo. Please be patient as we work on rerouting your distribution with our Distribution Partners and prepare any actions that will be required of you.


My PayPal or Venmo account is restricted, what should I do?

To receive a cryptocurrency distribution through PayPal or Venmo, you must have an active account. In the event your account is not active for any reason, you will be notified that you “cannot be serviced through PayPal or Venmo.”


We will evaluate alternative options for creditors who cannot be supported by their assigned Distribution Partner. Any updates will be communicated to creditors through email or the filing of a notice on the docket.


Where do I go for help with my PayPal or Venmo account?

Please visit the PayPal support page for Celsius creditors to help assist you with your PayPal or Venmo account information. If you need help creating an account, accessing your account, or have other questions related to your PayPal or Venmo account, please contact PayPal or Venmo support.


Please note that neither Celsius nor Stretto can resolve issues with your PayPal or Venmo account. 


Is there a dedicated PayPal or Venmo support contact for Celsius creditors?

No, Celsius creditors can contact PayPal or Venmo general customer support for any issues related to their account. 

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