Paxful has one of the best 24/7 customer support teams.
The fastest way to contact support is via live chat. To enable live chat, all you have to do is click on the chat button on the bottom right of the screen.
You can message them any time and a moderator should get to you eventually. Be patient as they might be serving another customer at the moment, but they will get to your issue as soon as they can.
Another way to contact support is through email. The support email is [email protected] and nothing else. If anyone claims that they are Paxful support and they DON’T have that email, DO NOT respond.
Please note: Paxful support will never contact you outside of [email protected] or live chat. Please be aware that Paxful support never asks you for your password. Please never give any personal information, account details and never send any bitcoins to anyone who is pretending to be Paxful support. Paxful support will never use a personal Paxful account to contact you.
If you follow all the tips given, a team member from our customer support should be able to help you.
Reporting a problem
Reporting bad users is a way to keep yourself and the community safe.
Users can either report an offer or report a trade.
Report an offer - If you’re buying bitcoin and come across an offer that is sketchy, then you can report it by going to the offer and scrolling down until you see “Report a problem”. It will then ask you for the type of your report: outside escrow/ bad offer terms/ obvious scam. Choose one, type your description and then click the report button.
Report a scam - If you’re selling bitcoin and feel that you have been scammed by the buyer, you can scroll down on the trade page and you’ll see “Report a scam”. It will then ask for the type of report: chargeback/ used gift card code. Type a description of what happened and if you can, attach images as proof. Click “Submit Report” and the report will be filed.
Report a problem - Buyers can also report a problem inside the trade, regardless if the trade is successful or not. The “Report Problem” button is on the same location as “Report Scam”. Buyers can report vendors for abusive language, unresponsiveness, ripping gift cards, outside escrow trades, etc. With this, you’ll also need to fill out a description box. You must be the payment owner and be able to attach a valid proof.
All these reports will be reviewed by moderators and you should receive an update via email if the report has been approved or dismissed. Please make sure that you have submitted enough evidence and a detailed explanation of the problem.
Submitting a bug report
Please reach us in support chat or at [email protected] with a detailed explanation of the technical issue or bug on the website that you found. Please attach the screenshots and explain on which step it occurs.
Our support team will help you!
All legal questions and inquiries should be directed to [email protected] for further instructions.