Help

  • How to Contact Support

    Paxful has an amazing customer support team and a virtual assistant PaxBot to provide immediate assistance for all sorts of questions.

    You can ask a question and submit a ticket to us by clicking on the chat icon:

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    What is PaxBot?

    PaxBot is Paxful’s support chat bot. It’s located on Paxful’s homepage, and it’s there to help you with any questions you may have.

     

    What can PaxBot do? 

    PaxBot can help you find answers to your questions regarding Paxful. Whether your question is about trading, disputes, or simply related to account issues, PaxBot is a great resource. If you have a specific question on how to use Paxful functions, PaxBot can also help you. It’s quick, efficient, and best of all there are no wait times.

     

    What do I do if PaxBot doesn’t understand my question?

    If you type a question or phrase and PaxBot doesn’t understand, we recommend that you rephrase the question in simpler terms. If your question can’t be answered PaxBot will help you submit a ticket to the Support team. 

     

    How do I use PaxBot? 

    You can use PaxBot by following the steps below: 

     1. Click on the purple chat button

    2. PaxBot will greet you and present several common topics you may need assistance with such as: 

    • Account Access
    • Trading
    • Verification
    • Wallet

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    3. Type in a short, direct question or choose one of the options listed. 

    PaxBot will either find the best answer or lead you through a series of steps or questions to help you find a solution. Choose the best answer that is applicable to your issue or question.

    Pro-tip

    The best part about PaxBot is that it’s intuitive, so it will suggest topics to you as you type. We recommend keeping the language simple and easy to understand.

     4. If you don’t find what you are looking for, PaxBot will gather some additional information and send it along to the support team.

     

    How do I file a support ticket with PaxBot? 

    PaxBot will offer relevant options based on your conversation. When you need to contact the Support team you can click on the “Contact Support” option. 

    Depending on your conversation PaxBot may already know how to direct your issue. When additional information is needed PaxBot will ask a series of questions starting like this: 

    1. You will have 8 options to choose from. Choose the option that is most suitable for your question:

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    2. From there, you will be taken through a series of prompts where you can further specify your question or issue by clicking on the most appropriate option. 

    3. You may be asked for your Transaction ID(s). You can either provide the Transaction ID or type skip if you don’t have it.

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    4. Depending on your selection, PaxBot may ask you for the wallet address of the sender or receiver. You can type skip if you don’t have it. 

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    5. PaxBot may also ask you for the amount of the transaction. You can type skip if you don’t know.

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    6.  PaxBot will always ask you for a detailed description of your question or issue so it can send it to Paxful’s support team.

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    7. PaxBot will finally ask you for your email address so it can provide you with updates as your issue gets solved.

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    8. PaxBot will ask you for optional feedback. We ask that you provide feedback to help us improve!

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    9. Once you provide feedback, PaxBot will ask if you need further help. At this point, you can ask any other questions you may have.

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    What happened to help@paxful.com


    We've now migrated to a new system which means we won't be responding to emails from help@paxful.com anymore. Moving forward, using PaxBot 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 help@paxful.zendesk.com. 

     

    Note: Paxful support will never contact you outside of help@paxful.com or help@paxful.zendesk.com. Be aware there are fake support emails that may impersonate Paxful. These fake emails may even try to trick you into providing personal account details over social media. Read more about how to keep your information secure in our security guide.

  • Reporting a Problem

    Reporting malicious users is a way to keep yourself and the Paxful community safe. Here’s what you can report on the Paxful marketplace.

    Report an offer—If you come across an offer that’s suspicious or in clear violation of our Terms of Service, let us know

    Report a problem—Both sellers and buyers can report a problem with a trade, regardless of whether the trade is successful or not. Visit this page to see how to report an issue with your trade.

    Report a scam—If you’re selling cryptocurrency and think that the buyer has sold you an invalid gift card, report it right away

    Report a chargeback—While selling cryptocurrency some payment methods have an option to make a chargeback. This means that after you’ve received payment for your crypto your trade partner can request their funds back, if the third-party payment service allows it. Visit this page for more information on reporting a chargeback.

    Note: If you want to report an issue but your trade hasn’t been cancelled yet, it is better to start a dispute.

    All these reports will be reviewed by specialists and you’ll receive an update via email. Make sure that you’ve explained the problem in detail and submitted enough evidence.

  • Reporting an Offer

    If you come across an offer that is suspicious or in clear violation of our Terms of Service, report it immediately.

    1. On the offer page, click Report a problem.

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    The Report a problem dialogue box appears.

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    2. Choose a report type, write a detailed description in the Description field, and click Report.

    Report types:

    • Outside escrow—The vendor hints to complete a deal outside Paxful escrow.
    • Bad offer terms—Offer terms are confusing or contradictory.
    • Obvious scam—Anything that clearly violates common sense and our Terms of Service.
    • Negotiation—The offer owner is asking to have a deal with a price different from the one mentioned in the offer details.

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    Your report has been submitted. 

    Here are some safety tips to help you protect your funds.

  • Reporting a Scam

    If you’re selling cryptocurrency and think that the buyer has sold you an invalid gift card, here’s what you can do.

    Note:

    • If the trade hasn’t been cancelled yet, start a dispute right away.
    • You can report a problem only after the buyer has marked the trade as “Paid”.

     1. On the bottom of the trade page, click ! Report scam.

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    The Report scam dialogue box appears.

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    2. Choose a report type, write a detailed description in the Description field, upload any supporting images, and click Submit report.

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    Your report has been submitted. 

    Here are some safety tips to help you protect your funds. 

  • Reporting a Problem in a Trade

    If you were buying cryptocurrency on Paxful and you think you were scammed by your trade partner, here’s what you can do.

    Note:

    • If your trade hasn’t been cancelled yet, start a dispute right away.
    • You can report a problem only after the buyer has marked the trade as “Paid”.

     1. On the bottom of the trade page, click Report a problem.

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    The Report a problem dialogue box appears.

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    2. Choose a report type, write a detailed description in the Description field, and click Report.

    Report types for a seller of cryptocurrency:

    • CoinlockerYour trade partner is not responsive and just holds your cryptocurrency in escrow.
    • ScammerIf your trade partner is trying to obviously scam you. Note that repeated abuse of this report type may get you banned!
    • Abusive languageYour trade partner is using abusive language in chat.
    • Used gift cardGift card is already redeemed.
    • Impersonating moderator—Some user is pretending to be a Paxful moderator. Remember that Paxful moderators have a light blue background behind their text!
    • OtherThere’s no type that matches your problem.

    Report types for a buyer of cryptocurrency:

    • Abusive language—Your trade partner is using abusive language in chat.
    • Unresponsive trade partner—Your trade partner is not responding. (Please wait a couple of minutes before reporting)
    • Ripper—Your trade partner has ripped you off.
    • Outside escrow—Your trade partner hints to complete a deal outside Paxful escrow.
    • Other—There’s no type that matches your problem.

    TRade-click-report.png

    Your report has been submitted. 

    Here are some safety tips to help you protect your funds.

     

  • Reporting a Chargeback

    Some payment methods have an option of a chargeback. This means that after you’ve received a payment for your crypto your trade partner can request their funds back. A chargeback may happen as it is allowed by some third-party services that are used as payment methods.

    As a reminder, Paxful is not obligated to initiate or handle chargebacks and is not liable if a party reverses, charges back, or otherwise disputes a transaction via an avenue made available to the party through the payment method used in the transaction, including after a dispute is closed.

    If this does happen, here is what you can do:

    Note:

    • You can report a chargeback only for the following payment methods: Amazon Gift Card, Bank Transfer, MTN Mobile Money, PayPal, Zelle Pay.
    • You can report a chargeback only after a trade has been completed (cryptocurrency has been released from the trade escrow).
    • After receiving your report, we’ll do our best to solve the case. However, we don’t guarantee your funds at 100%.
    • Make sure you’ve investigated the issue with your bank or wallet service provider before submitting a report with us.
    • If you’ve already submitted a report, please give us some time to get back to you with our response. Thank you for your patience!

    1. Open the trade in the list of your past trades: Dashboard > View past trades

    2. On the bottom of the trade page, click Report a chargeback.
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    The Report a chargeback dialogue box appears.
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    3. On the Report a chargeback dialogue box, do the following:

    • Choose one of the reasons for your report;
    • Tick all boxes if any;
    • Write any additional information into the Additional information field (sender’s name, email, and so on);
    • Click Upload to upload a screenshot of any chargeback related messages and one screenshot of your wallet balance;
    • Click Report chargeback to submit your request.

    Click-Report-Chargeback.png
    A confirmation dialogue box appears.

    4. In the confirmation dialogue box, click Okay.
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    We’ve received your report and will get back to you as soon as possible.

    Tip: You can check the status of your report on the bottom of your trade page at any time. There are three chargeback report statuses:

    • Pending
    • Confirmed
    • Dismissed

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    You can also report a chargeback through the Contact Form

    To get started, we’ll need a video recording of:

    • The transaction indicating the date and amount received
    • The transaction indicating the date and payment reversal

    We’ll also need the trade ID where this happened. 

    Here are some safety tips to help you protect your funds in the future.

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