To many iPhone users ensconced in the Apple ecosystem, PayPal may seem like a forgotten relic of the 2010s. Although the company was a pioneer in digital payments, in recent years, PayPal’s technology failed to keep pace with the increasing ease of Apple Pay and other digital wallets that offered contactless, or tap-and-go, functionality for in-store purchases. This technology, also called near-field communication (NFC), allows shoppers to hover their smartphone over a payment terminal to complete a transaction.
But the idea that PayPal lost its relevance isn’t true for the millions of people and merchants who do rely on it, especially for online purchases. More than 430 million PayPal accounts made a transaction through the platform in the past year, and it remains the leading digital wallet provider and the one accepted by the most retailers. The company also owns Venmo, a money-transfer app with social-media-like features that is popular with 18-to-29-year-olds, a slightly younger demographic than the PayPal brand targets.
Your perception of who is winning the battle to control your digital wallet is in some way dependent on which smartphone you use and what websites you shop at. Beyond PayPal and Apple Pay, there are Amazon.com’s Amazon Pay, Alphabet’s Google Pay, and Shopify’s Shop Pay, among others, each one fighting for your business. Smartphone ecosystems tend to limit awareness of alternatives to their baked-in services, making it hard for third-party apps that fade in popularity to claw their way back. However, PayPal still has key competitive advantages that may allow the company to reposition its platform as the default choice for more people.
The digital-payments industry is a broad umbrella, comprising everything from consumer services such as digital wallets and peer-to-peer payments to merchant-facing technology that forms the backbone of online shopping, such as merchant acquiring, payment gateways, and payment processing. On the consumer side, digital wallets securely store the same cards found in your physical wallet, while peer-to-peer payment apps such as Venmo are the kind you might use to settle a tab with a friend by wiring them your portion. On the merchant side, a merchant acquirer is an institution that enables retailers to accept credit-card payments. Retailers also need a payment gateway to securely transmit payment information, and a payment processor to authorize and confirm the funds transfer between the cardholder’s issuing bank and the retailer. PayPal is unique because it does all of those things—and nothing else.
Focus is crucial for industries in which consumer habits determine growth. Products and services that become easy routines for people generally see greater usage, resulting in higher revenues; they also have a better chance of holding onto their users even when other good options become available. But for a company to achieve this level of customer loyalty, it must understand its users’ needs and be able to anticipate how those needs might change. The odds of success are likely higher if the product or service is an area of strategic focus. It’s why Spotify, for example, has been able to out-innovate and build a more user-friendly service than Apple Music. Much like music streaming, payments are a small extension of Apple’s core business, while at PayPal, it is the core business. Chief Executive Officer Alex Chriss, who started in late 2023, said at a recent investor presentation that the company is focused on product improvements that should help differentiate PayPal and build habituation among users.
For example, it is applying artificial intelligence to the data it collects from merchants and a shopper’s financial institutions so it can flag which card in their digital wallet would provide the most rewards points or largest discount. PayPal can do this because it is a two-sided network, with both consumers and merchants on its platform. Apple Pay and Google Pay don’t directly partner with merchants or track purchases at the individual product level, so they’re more limited in their ability to offer personalized rewards.
Last year, PayPal also introduced Fastlane, which significantly speeds up the online checkout process by allowing a shopper to skip several steps. No password is needed—Fastlane uses other authentication methods—and the shopper’s billing and shipping information is already securely stored. They can go to their cart and complete the transaction in one click. This is similar to Shopify’s handy Shop Pay functionality. PayPal said in February that 25% of the shoppers using Fastlane were new to PayPal, and more than 50% were PayPal users whose accounts had been inactive.
PayPal is trying to catch up in NFC payments, too. In September, the company began airing a commercial in which Will Ferrell discovers PayPal’s tap-and-go and cash-back features while singing “I want to pay with you everywhere” to the tune of Fleetwood Mac’s “Everywhere.”
Credit: PayPal
The growth that investors would like to see from this push will take some time. By 2027, PayPal aims to have more than 80% of customers globally using its new checkout options, such as Fastlane, Buy Now Pay Later, and Pay with Venmo, up from just 30% in the US currently. Therefore, it expects transaction margin dollars—the percentage the business earns on its gross merchandise value, the total value of goods and services sold through its platform—to grow by more than 10% after 2027, up from the low-single-digit rate that’s estimated for this year.
Whether PayPal can deliver on its long-term promise largely hinges on continued improvements to the convenience of its products and more consumers gaining a sense that PayPal really is everywhere. So far, it appears to be on the right track.