Help

  • Contact support

    Paxful has one of the best 24/7 customer support teams.

    You can get in touch with us through our contact form. 

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    You can submit a ticket at any time, and a support representative will follow up as soon as possible.

    There are several ways you can contact Paxful support:

    Desktop or web view

    1. On any page of our website in the bottom right corner, locate and click the Contact Us widget.

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    Contact Paxful form appears.

    2. Enter your contact details, choose the request type, tell us how we can help you and click Send.

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    3. Check your email inbox for our reply.

    Note: Optionally, for additional information about your concern, you can add links and attachments to the contact form.

    Mobile app

    1. After logging in to your Paxful Mobile Wallet account, click Account.

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    Account page appears.

    2. In the OTHER section, click Contact support.

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    Contact Paxful form appears.

    3. Enter your contact details, choose the request type, tell us how we can help you and click Send.

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    3. Check your email inbox for our reply.

    Note: Optionally, for additional information about your concern, you can add links and attachments to the contact form.

    What happened to the [email protected]?
    We've now migrated to a new system which means we won't be responding to emails from [email protected] anymore. Moving forward, the contact form will be the best way to get a hold of us. When you create a support ticket, you will now be corresponding with an email address from @paxful.zendesk.com. 

    Note: Paxful support will never contact you outside of [email protected] or [email protected] Be aware there are fake support emails who will impersonate Paxful and will try to trick you into providing personal account details over social media. Read more in our security guide.

  • 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 contact us 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!

  • Legal questions

    All legal questions and inquiries should be directed to the Paxful support team for further instructions.