• How to Stay Safe on Paxful

    Safety is a big priority for us at Paxful, so we’ve put together this list of tips and tricks to help keep your account safe.

    Protect yourself in the trade

    1. Stay in the trade chat if you can.

        • Although there are times where you might need to exit the chat to finish the trade, try not clicking on suspicious links that you aren’t familiar with, especially phishing links.
        • Be cautious of users asking you to cancel a trade and to switch over to a different offer link. Keep an eye out for users that are not following offer guidelines. 
        • Don’t chat outside of Paxful’s trade chat. If your trade ends up in a dispute, our team can’t fully help to resolve the issue since it happened outside of Paxful.
        • Check that your address bar is "https://paxful.com" before entering your account details.

    2. Don't share your personal information. 

        • Don’t share contact or personal information in the trade chat—users can try to scam you on off-site trades, impersonate you, or show that you traded with them off-escrow.

    3. Identify real Paxful moderators.

        • It’s important to know that our moderators have specific chat bubbles and signatures to let you know that it’s really us. Here’s what a real Paxful moderator message will look like:

    moderator.png

    Protecting your Paxful account

    1. Two-factor authentication

        • We highly recommend setting up 2FA as soon as you create your Paxful account. You can set this up in your account settings. We love using Authy or Google Authenticator, but you can also use SMS. SMS can be a bit more risky since there are tactics (such as SIM swapping) to get a hold of someone’s SMS messages, and receiving SMS depends on your network and region.

    2. Security questions

        • It’s best to set your questions up when you create your Paxful account, but you can set them up at any time in your account settings. Be sure to pick questions and answers that you won’t forget!

    3. Active sessions

        • We recommend frequently checking out the devices you’re currently logged in to your Paxful account on. You can check this in the security tab of your Paxful account. If you don’t recognize a device, use the “x” on the page to log your Paxful account out of that device. We’d also recommend changing your password if this happens, too. 
          browser.png

    Protection measures outside of your Paxful account

    Even when you’re not logged in and actively using your Paxful account, it’s important to keep your account and systems safe. 

    1. Email and passwords

        • Creating passwords. When creating a password, be sure to use a combination of upper and lower case letters, numbers and special characters. 
        • Don’t use the same password. It’s super important to have different passwords for your email and your Paxful account. This is because hackers usually target your emails. In the worst-case scenario, if a hacker gains access to your email, they’ll be able to access the funds in your Paxful wallet. 
        • Never share your password. Be cautious of users asking for sensitive information like your password in a trade chat. The Paxful team will NEVER ask for your password or other sensitive account information. If you’re in a trade dispute and you’re asked by our moderators to provide a screenshot or a video as proof, make sure your passwords are not visible.
        • Protect your email address. Make sure you protect the email address connected to your Paxful account and don’t share it in a trade chat. Your email is a gateway to your Paxful account so be sure to keep it to yourself!
        • Be cautious of SMS messages and emails from unfamiliar senders:
          • Paxful only sends you SMS with security codes related to 2FA and phone verification.
          • Don’t interact with suspicious emails. It’s best to not open emails that look suspicious to you. 
          • Don’t give away sensitive data or click on suspicious links. For additional info, see: I received a suspicious email. Is it from Paxful?

    2. Computer health checklist 

        • Keep your systems up to date. This includes your computer, browser, and any softwares or programs.
        • Don’t download anything unnecessary. In addition to this, if you don’t know the developer or you’re not sure if you trust it, don’t download the software or program. 
        • Use officially licensed softwares. Make sure you’re using softwares that are trusted and licensed. Remember to keep these programs up to date, too. This includes antivirus, anti-malware, personal firewall programs, etc.

    3. Use secure networks

        • Make sure you’re using trusted and secure Wi-Fi and networks. Ideally, use a wired connection or a network with a password.


    Here are some great tips on how to keep your cryptocurrency safe when trading in the Paxful marketplace.

  • What Should I Do if Someone Logged Into My Account?

    If you think someone has gained access to your account or you suspect that your login details have been compromised, then you must take care of a few things even before contacting support. Enabling 2-Factor Authentication is a good way to prevent this from ever happening. But, in the case of such a mishap, here’s what you can do:

    If someone logged into your account but you still have access to it.

    Do one of the following:

      1. Usually, whenever there is a new or unexpected login on your account, we immediately notify you via email with a link to report to lock your account if you suspect intrusion. So just click the link in the email. Your account is locked immediately and all sessions are terminated. The faster you act, the higher the chances of saving your BTC. Next, contact support to restore access to your account. After, take steps to protect your account
      2. Alternatively, while logged in to your account, simply proceed with the following steps.

    Steps to protect your account:

    1. Change your password to something secure (a password that you have NOT USED on other sites or emails). Try to make your password as complex as possible, but at the same time be sure to remember it.
    2. Check to ensure that none of your other settings such as your email or phone number were changed. If they were changed to something you don’t recognize, change them back.
    3. Go to your active sessions (Settings > Security > Active Sessions) and log out all sessions by clicking the Close icon next to them.
    4. Log out of your account.
    5. Log back in using your new password.
    6. Download Google Authenticator(iPhone/Android) or Authy (Mac/Windows).
    7. Turn on 2FA on Paxful and scan the code with your phone. Remember to turn 2FA on for BOTH login and sending out as it will make your transactions more secure. We recommend using Google Authenticator or Authy over SMS 2FA as it is more secure. Just bring up the app and get the code every time you want to log in or send crypto.
    8. Set your security questions and write them somewhere. You’ll need them if you ever lose your phone and need to reset your 2FA.

    Note:

    • If the support team can trace the hacker and recover any funds, we will contact you. Hackers often cover their actions very well and it is not possible to track them down to reverse cryptocurrency transactions.
    • It is advised that you change passwords to any other accounts you have online as hackers normally gain access by getting into your email or other accounts. 

    If you can’t log in to your account:

    1. Contact support and provide all the information required by our support agents. Once it’s verified that you are the account owner, inform support that you need an ACCOUNT LOCKDOWN. Support Team will see if there is enough data to prove you are not a hacker (and will try to give you access to your own account). Once it is verified that you are the victim and rightful account owner, account access will be restored.
    2. Once you log in, secure your account immediately.

    How did this happen and how can I prevent it from happening again?

    To prevent this from happening again, we suggest that you don’t use the same password across websites and that you have 2FA with Google Authenticator enabled.

    At Paxful, we are constantly improving our security processes to keep your funds as safe as possible.

    So where did the cryptocurrency go?

    • Check your account activity to see who logged into your account. Take note of their IP address.
    • Check your wallet ledger to see the cryptocurrency address they sent your coins to.

    With the cryptocurrency address and the IP address of the thief, you have some information but it is often impossible to track them down. Our support team does not have the resources to help you investigate further because hackers often use VPNs and also due to the general anonymity of cryptocurrency. It is nearly impossible to track them down, so try your best to make your account as secure as possible.

  • I Received a Suspicious Email. Is It from Paxful?

    If you received a suspicious email that looks like it’s from us or an entity claiming to be associated with us don’t click links in such emails, download attachments included, or reply to them. Report such emails to our Support. Include all the information from the email as this will help us investigate where it came from and take action to stop it from spreading to other customers.

    Official Paxful email addresses:

    [email protected]

    [email protected]

    [email protected]

    [email protected]

    [email protected]

    [email protected]

    [email protected]

    Information Paxful will never request:

    • Your full credit card number or other financial details
    • Your password
    • Your one-time 2FA password (code)

    How to spot a phishing email:

    While scammers change their tactics frequently, look for these classic signs of a phishing or spoofing attempt:

    • A request for your bank account, username, password, social security number, or identity. Never share this information.
    • A claim that your account is compromised. In such cases, we may send only automated messages from “no-reply” email addresses.
    • An unsolicited email with a link to verify your account information.
    • Typos in the email address. It’s common to see something like [email protected] (typo).
    • Suspicious links that don’t lead to www.paxful.com. Before you enter your login information or click on a link, double-check the URL by copying it into your address bar without pressing Enter.
    • Emails that mimic our design. Such emails aim to distract you from typos in the email address or website links by using pictures and colors similar to our platform.
    • Emails with .html attachments.

    For more information on how to protect your account see our security guide.

     

  • Setting Security Questions

    Security questions are an essential part of protecting your account on Paxful. Security questions help to restore access to your account in case you lose it. Follow these steps to configure your security questions.

    1. Log in to your Paxful account, hover over your username on the top right of the page and click Settings from the context menu that appears.
    Email_verification_1_2_copy.png
    The Settings page appears.
    2. On the menu on the left, click SET SECURITY QUESTIONS.
    Questions2.png

    Set your security questions dialog box appears.
    3. Click the Set answers link.
    Questions3.png
    The Set answers dialog box appears.
    4. Select 3 security questions from drop-down lists. Type the corresponding answers into the fields under the questions.
    Questions4.png

    Warning: Double-check your answers and ensure that you remember them. In case of necessity, you must provide answers to these questions exactly as they were written in the fields. If you forget your answers, this will make the process of restoring access to your account more difficult.

    Tip: When choosing answers for your security questions, consider using information that cannot be found on your social media profiles. For example, do not answer the question “who was your best friend in school?” with a person's name but consider using his nickname instead.

     5. Click Save.
    Questions5.png
    Your security questions are set. You are redirected to return to the Account settings page.


    For additional information on how to secure your account, check our security guide.

  • Troubleshooting 2FA

    If you are having issues receiving a two-factor authentication (2FA) 2FA SMS code, or if your 2FA Google Authenticator (GA) code isn’t working, please try the following troubleshooting tips:

    Google Authenticator

    If your Google Authenticator code does not work, it might be because the time on your Google Authenticator app is not synced correctly with your device. Make sure to check the clock on your device and set it to the correct timezone. An incorrect clock can cause codes to be out of sync.

    SMS

    Check for the following points if your device is not receiving 2FA SMS messages. 

    • Ensure your device is turned on when a 2FA code is generated
    • Ensure your device has sufficient cellular signals when a 2FA code is generated. 
    • Ensure your device is not roaming off your home network, as our SMS provider cannot guarantee SMS delivery on roaming devices.
    • Ensure your device’s SMS inbox is not full.

    Note: If you’ve tried to generate 2FA SMS codes several times and still have not received the codes, our system may have stopped sending the codes. If that is the case, please wait 24 hours and attempt to generate 2FA SMS codes again. If you’re still having issues receiving 2FA SMS codes, check with your network provider to see if they are blocking our SMS messages.

    See our article on how to set 2FA with Google Authenticator or Authy. Also, check our security guide for tips on how to protect your account.

     

  • I Forgot My Password

    To reset your password when you are not signed in to your Paxful account: 

    1. Click Log in button on the home page
    2. Click “Forgot your password?” at the bottom.
    3. Enter your registered email address.
    4. Click REQUEST PASSWORD.
    An email from [email protected] is sent to your email address.
    5. Open the email and click RESET YOUR PASSWORD NOW.
    You are redirected to the website.
    6. Complete the following fields.
    ForgotPassword.png

    Field Name Description Comments
    Email Enter your email address.  
    Password Enter a new password. Your new password must :
    Be at least 6 characters long
    Have one lower case character
    Have one special character (@#* etc.)
    Have one number
    Have one uppercase character

    Confirm password

    Re-enter the new password. The password should be exactly the same as entered in the previous field.

     7. Click RESET PASSWORD.

    Note: 

    • The password reset link received on your email is valid for 60 minutes.
    • If you requested a link multiple times, use the latest link received in the email.

    See our security guide for additional information on improving the safety of your account. You can also check how to change the password in your profile settings.

  • Changing Password from Profile Settings

    You can reset your Paxful password from your account security settings.

    Check our video:

    To change your password while logged into your Paxful account:


    1. Hover over your username on the top right of the page and click Settings from the context menu that appears.
    The Settings page appears.
    2. On the menu on the left side of the page, click Security.
    3. On the Change password dialog box, complete the following fields:
    ResetPassword.png

    Field Name Description Comments
    Current Enter your current password.  
    Enter a new password Enter a new password. Your new password must :
    Be at least 6 characters long
    Have one lower case character
    Have one special character (@#* etc.)
    Have one number
    Have one uppercase character
    Verify password Re-enter the new password. The password should be exactly the same as entered in the previous field.

    4. Click Change password.
    Your password is reset. You are logged out and redirected to the Login page. A confirmation email is sent to your inbox from [email protected] The link in the email takes you to the Login page where you can log in using your new password.

    See our security guide for additional information on improving the safety of your account. If you do not remember your password, click here.

  • Restoring Access to 2FA

    Having 2FA set on your account significantly improves the security level of your cryptocurrency wallet. However, sometimes you may lose access to your 2FA due to any of the following reasons:

    • Your phone is lost or damaged.
    • The authentication app is deleted.
    • You switch to a new device, and the app with all the codes cannot be transferred to your new device.
    • Your phone number has changed.

    If this happens, click "Trouble logging in?" when you're asked to enter in your 2FA code. From there, we'll ask you some questions and we'll see how we can help.



  • Enabling 2-Factor Google Authenticator

    Taking some time to enable 2-Factor Authentication (2FA) can mean a big difference in terms of your account security. Although you can enable 2FA via SMS, we recommend using Google Authenticator as it is the most secure option. SMS is not reliable because of a prevalent hacker tactic called “SIM swapping”, by which hackers can get a hold of your SMS messages.

    Check our video guide on two-factor authentication:

     

    Note: Before you begin, download the Google Authenticator app for your phone. 

    To enable 2FA with Google Authenticator under your account security settings:

    1. Once the app is installed, on a different device (PC, tablet, another smartphone) login into your Paxful account.
    2. Hover over your username on the top right of the page and click Settings from the context menu that appears.
    Email_verification_1_2.png
    The Settings page appears. 
    3. On the menu on the left, click Security.
    Screenshot_2020-02-04_at_10.15.54.png
    Your Security page appears.
    4. Under 2FA for login, choose GOOGLE AUTHENTICATOR or AUTHY.
    2FaReset3.png

    5. Click UPDATE 2FA FOR LOGIN.

    2FaReset4.png
    A QR-code appears.
    6. Scan the QR-code with your phone by using the Google Authenticator app. A 6-digit code appears on the app.
    7. Enter the 6-digit code into the field next to the QR-code.

    2FAReset6NEW.png
    8. Click UPDATE 2FA FOR LOGIN.
    2FAReset7NEW.png

    Tip: You can set 2FA for sending and releasing cryptocurrency as well. This will highly improve the security of your Paxful wallet.

    See our security guide and safety tips for additional information.

  • Enabling 2-Factor Authy

    Taking some time to enable Two-Factor Authentication (2FA) can mean a big difference in terms of your account security. Although you can enable 2FA via SMS, we recommend using Authy as it is the most secure option. SMS is not reliable because of a prevalent hacker tactic called “SIM swapping”, by which hackers can get a hold of your SMS messages.

    Check our video guide on two-factor authentication:

    Note: Before you begin, download the Authy app for your phone. 

    To enable 2FA with Authy under your account security settings:

    1. Once the app is installed, on a different device (PC, tablet, another smartphone) login into your Paxful account.
    2. Hover over your username on the top right of the page and click Settings from the context menu that appears.
    Email_verification_1_2.png
    The Settings page appears. 
    3. On the menu on the left, click Security.
    Screenshot_2020-02-04_at_10.15.54.png
    Your Security page appears.
    4. Under 2FA for login, choose GOOGLE AUTHENTICATOR or AUTHY.
    2FaReset3.png
    5. Click UPDATE 2FA FOR LOGIN.
    2FaReset4.png
    A QR-code appears.
    6. Scan the QR-code with your phone by using the Authy app. A 6-digit code appears on the app.
    7. Enter the 6-digit code into the field next to the QR-code.
    2FAReset6NEW.png
    8. Click UPDATE 2FA FOR LOGIN.
    2FAReset7NEW.png

    Tip: You can set 2FA for sending releasing cryptocurrency as well. This will highly improve the security of your Paxful wallet.

    See our security guide and safety tips for additional information.