• Trade chat not opening

    Trade chat is not loading or initializing.

    To begin with, please clear cache and cookies and try using a different browser. If this solution does not work, please check status on Firebase. If the status is OK, please contact us for additional assistance via [email protected]

  • Invalid parameters. Missing bitcoin address.

    After clicking on the "Send" button on the wallet page an error message appears: "Invalid Parameters. Missing bitcoin address.".

    It means bitcoin address is still being generated. Please contact us via [email protected] to generate the wallet address.

  • Bitcoins not received after website maintenance

    All incoming transactions will be rebroadcast and added to recipients' accounts. If the transaction was not deposited in 24 hours please contact support.

  • "Error uploading file"

    Getting an error when uploading a file in the trade chat.

    In order to upload a file successfully, it needs to meet these requirements:

    • File formats accepted: jpeg, jpg, png, and pdf.
    • Max 5 files can be uploaded simultaneously.
    • The file max size is 5 MB.
  • IP address is banned

    A user is getting a prompt that IP is banned when trying to access the website.

    This means IP can no longer be used to access the website. The IP is highly likely been banned for being previously linked to fraudulent activity or the number of requests received from it exceeded the normal limit.

    Your IP can also be from the banned countries list.

  • Email notifications not received

    A user is not receiving notifications.

    Go to your Account settings and check Notifications settings, you can set ticks for notifications you want to receive.

    If you are not getting notifications for trades but you are receiving all other notifications and notification settings are correct.

    Check the spam folder. Maybe their email provider like Gmail or Microsoft or anything else is blocking emails that contain certain words.

  • Bitcoins not received

    Incoming transaction already confirmed on blockchain but not showing on Paxful wallet.

    1. You sent transaction back to wallet from which you received your last Paxful transaction, which is not your Paxful wallet. 

    2. Could be an issue with BitGo - our partner service. Please contact support to escalate this issue to administrators for a closer investigation.

  • Error "Email must be a valid email address"

    Some users are getting this prompt on the create account section.

    Make sure there is no space before the email address. Or better to manually type your email in the "email" box and in the "repeat your email" box, do not copy and paste.

  • Inability to leave feedback after a trade

    Some users cannot leave feedback after a trade was successful.

    Users are not able to leave feedback if the system detected both trade partners share the same IP address.

  • Copy/Paste problem with bitcoin address

    User is trying to copy his wallet address but instead, a different address is being copied.

    Either a malicious browser extension or some sort of other malicious software installed on the user's computer that monitors clipboard for bitcoin addresses and replaces them.

    Very carefully check your browser for extensions and scan PC with anti-malware tool. 

  • Bitcoin send out is delayed, send out without transaction ID

    User send outs are showing as "Bitcoin queued to send out"

    If the transaction is already listed on the blockchain, this could be a slowdown on the blockchain network. But if it just shows as in queue and not showing on the blockchain, could be failed sent out within Paxful. It needs to be reported to support and send out batch should be rebroadcasted manually.

  • Retrieve bond button is missing

    Retrieve bond button is missing or is inactive.

    Bond is available for withdrawal if 7 days have passed after the last Sell Bitcoin trade for gift cards. 

  • Phone number verification

    I cannot verify my phone number because I did not receive a one-time code via SMS.

    This could be an issue with the country's SMS gateway and we really can't do much about it. The user still will be able to trade and see a lot of offers even though your account is not phone verified. 

    One possible solution is to try another mobile service provider.

    This issue may persist in certain African regions.