Technical Problems and Solutions

There could be a few reasons why your actions on Paxful could be taking longer than usual. This is what to do if you encounter it:

Check Paxful’s Status Page

One solution to figuring out why you may be having issues on Paxful is to check our Paxful Status Page. 

On this page, you can see which areas on Paxful are currently running. You can also see if the Paxful team anticipates any delays. We have status checks for specific areas of Paxful. The areas on the status page include Marketplace, Wallet, Account, Notifications, API, and Mobile Apps.

You can also check for any incidents the site previously underwent. This will tell you if there are any current issues that are being investigated, identified, or resolved.

Check the Transaction Status 

One of the reasons why your trade may not be completed at a fast rate is that the blockchain is taking time to confirm your trade. This could be due to mempool congestion. In this instance, you can check your Bitcoin transaction status. By doing this you can gather more information about your transaction and where it is in the blockchain.

What to do if you still don’t have an answer?

If you still don’t have an answer after following the above steps, we recommend that you reach out to support.

If your Bitcoin wallet address has changed, you shouldn't worry. We've upgraded the way addresses are displayed in your wallet. We now have made it easier for you to see the most recent Bitcoin address created for your latest transaction. Your old bitcoin address is still valid and your coins are still there. If you would like to see your previous Bitcoin addresses, head over to the Addresses tab. If you have further questions please contact our support team.

If you’re not receiving emails from Paxful, here’s what you can do to fix this:

• Ensure you have logged in to the correct email address which you used to register on Paxful.
• Check your spam folder. Sometimes our emails could be sitting there.
• Whitelist Paxful email addresses. Meaning, add our email addresses to your trusted list of senders. (The process may vary from one email service provider to another.)
• Email addresses to whitelist:
  • help@paxful.com
  • noreply@paxful.com
  • press@paxful.com
  • hello@paxful.com
  • security@paxful.com
  • privacy@paxful.com
• Ensure that your email client or service provider is working normally.
• Select a popular email domain if possible.

Check out our security guide for more information on how to protect your Paxful account. If you receive a suspicious email from our company, read this article to find a solution.

You may encounter an "Unknown Bitcoin Address" error message when sending Bitcoin to an external wallet. This may happen because:

• You have entered an incorrect wallet address.
• You have entered a non-existing wallet address.
• You have entered an address that is not a Bitcoin network address.

To resolve this error, do the following: 

• Verify the wallet address you enter. 
• Ensure you have entered a valid bitcoin address.

If you started a trade on Paxful but the trade chat won't load or initialize, please follow the following steps to fix the issue:

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

An "Invalid Parameters. Missing Bitcoin Address." message after clicking Send means that the BTC address is still being generated. Please contact us via support widget to generate a wallet address.

If you encounter an error when uploading a file in the trade chat, here's what you should do.

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 3 files can be uploaded simultaneously
• The file max size is 300MB

If you encounter an error wherein email notifications from Paxful are not being received, follow these steps to fix the issue:

• 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.

There are times when there's a copy/paste problem with a Bitcoin address. Here's what you should do if you encounter this problem.

1. Check if there's a malicious browser extension or some sort of other malicious software installed on the user's computer that monitors the clipboard for bitcoin addresses and replaces them.
2. Carefully scan your browser for extensions and scan your PC with an anti-malware tool. 

This is what you need to do when you send out cryptocurrency and see a message showing "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.

If you're trying to verify your phone number on Paxful but didn't receive a one-time code via SMS, there could be an issue with the country's SMS gateway. We really can't do much about it. One possible solution is to try another mobile service provider.