Account Access Troubleshooting

Last updated: November 3, 2026

If you can’t access your Paxos account, the issue may be related to the login page, email verification, passkeys, single sign-on (SSO), browser settings, account status, or a prior Wallet UI account.

If you were a Wallet UI user and are trying to access your account, contact Paxos Support at support@paxos.com for next steps.

Use the correct login page

Make sure you are signing in from the current Paxos Dashboard page: https://dashboard.paxos.com/signin.

If you bookmarked an old page, followed an old email link, or are using a link from a previous Paxos experience, go directly to the current Dashboard sign-in page instead.

Email verification code issues

If Paxos says it sent a verification code or account verification email but you do not see it:

  • Check spam, junk, trash, promotions, quarantine, and filtered folders.

  • Search your inbox for emails from @paxos.com.

  • Add no-reply@paxos.com to your contacts or safe senders list.

  • Review email rules, labels, and filters that may move automated emails out of the inbox.

  • Confirm your inbox is not full and your email account is receiving mail normally.

  • If you use a corporate email account, ask your IT team whether automated Paxos emails are being blocked.

Passkey issues

If you use passkeys and cannot access the device, browser profile, hardware key, or password manager where your passkey is stored:

  1. Try signing in from the same device, browser, or password manager originally used to create the passkey.

  2. Check whether the passkey is saved in a password manager such as iCloud Keychain, Google Password Manager, 1Password, Keeper, Windows Hello, or another supported provider.

  3. If account recovery was set up, use the Recover Account option and follow the on-screen steps.

  4. If you are using a work-managed device, ask your organization’s IT team whether passkey creation or syncing is blocked.

If Windows displays an incorrect PIN error while using a passkey, confirm you are entering the Windows Hello PIN for that device, not a Paxos password. Restarting the device or resetting the Windows Hello PIN may help.

SSO issues

If your organization uses single sign-on (SSO), Paxos may redirect you to your organization’s identity provider. If SSO does not work:

  • Confirm you are using your work email address.

  • Make sure you are logging in through your organization’s approved SSO method.

  • Contact your organization’s IT or account administrator.

  • If your organization confirms the issue is with Paxos access, contact Paxos Support.

For business or institutional users, a 403 Forbidden error after SSO login may mean the identity provider is not sending the required group information, the user is not assigned to a required group, or role mappings have not been configured.

MFA issues for Wallet UI users

MFA was used for Wallet UI accounts. Paxos’s Wallet UI retail trading platform was retired on May 29, 2026, and Wallet UI access cannot be restored.

If you previously used Wallet UI and are blocked by MFA, changed phones, lost access to your authenticator app, or are otherwise trying to access your account, contact Paxos Support at support@paxos.com for next steps. Do not start onboarding for a new Dashboard account unless Paxos instructs you to do so.

Basic browser and device troubleshooting

If the login page does not load, loops, freezes, or shows an unexpected error:

  • Refresh the page or try a private/incognito browser window.

  • Clear browser cache and cookies.

  • Disable browser extensions that may block login or authentication.

  • Try a different browser, device, or network.

  • Make sure your browser and operating system are up to date.

Account disabled, locked, closed, or under review

If you see a message about account status, account closure, account disabled, pending review, or additional diligence, follow the instructions in the message. Paxos Support may need to review your account before access can be restored.

Do not create multiple new accounts to work around an account access issue unless Paxos Support instructs you to do so.

When contacting Paxos Support

To help Paxos review your request faster, include:

  • The email address associated with your Paxos account.

  • The exact step where you are stuck.

  • The exact error message you see.

  • A screenshot of the error, if available.

  • The browser and device you used.

  • Whether you were previously a Wallet UI user.

  • Whether you recently changed phones, passkeys, password managers, email access, or organization membership.

Do not include your password, full MFA code, private keys, seed phrases, full bank login credentials, or other sensitive information in your support request.