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 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, 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 help@paxful.com or help@paxful.zendesk.com. 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 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 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.

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    Your report has been submitted. 

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

     

  • Reporting a chargeback

    While selling cryptocurrency 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 his funds back. A chargeback may happen as it is allowed by some third-party services that are used as payment methods. If such a situation occurs, 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.

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    A confirmation dialogue box appears.

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

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