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Frequently Asked Questions
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If you wish to remove negative reviews or ratings from your order page, please follow these steps:
1. Check whether the order/review meets the removal criteria
You may refer to the following scenarios to ensure your order completion rate or review can be adjusted.
Binance P2P can’t revert an order or negative review in the following cases:
- Power outages.
- Carrier and network issues (e.g., not receiving notifications).
- Counterparty’s request (in such cases, you should file an appeal).
Binance P2P can potentially assist in cases where:
- The counterparty violates the transaction policy, such as requesting payment to third-party accounts, sharing external links, promoting off-trading, arbitrage trading, etc.
- There are server issues with your bank.
- There are server issues with your counterparty's bank (e.g., inability to complete payment).
- Issues arise from the Binance platform itself.
2. File an appeal
You can file a self-service appeal for issues related to P2P Performance and Orders Application.
If you cannot access the Self Service Appeal platform, please follow these steps:
1. Log in to your Binance account and click the Binance Support icon at the bottom right corner.
2. Scroll down to [Self Service]. Click [View All].
3. Go to the [Buy/Sell Crypto (Fiat/P2P)] tab, then click [Appeal P2P Performance Metrics].
4. Select the purpose of your application.
5. Enter the relevant order number(s) for your appeal.
Note: You can add up to 10 orders.
6. Upload the supporting documents.
You can upload supporting documents to help customer support review your request (e.g., chat records, payment receipts, comments, proof of the incident from the bank, relevant screenshots, etc.).
Please note:
- You cannot upload more than 20 files.
- File size cannot exceed 30 MB.
- Supported file formats include jpg, jpeg, png, mp4, mov, and rmvb.
7. Enter a detailed explanation for your appeal. Please provide as much information as possible. Then click [Submit].
8. Your appeal has been successfully submitted. Please wait patiently as Binance reviews your application within 2 hours. You will be notified of the result via SMS or email.
Once approved, the requested order(s) will be removed from your completion rate, or the review will be removed from your review page.
Note: If your appeal is rejected, please understand that Binance is not liable for any issues you may have encountered during the order process.
If you wish to remove negative reviews or ratings from your order page, please follow the steps below.
1. Check whether the order/review meets the removal criteria
You may refer to the following scenarios to ensure your order completion rate or review can be adjusted.
Binance P2P can’t revert an order or negative review in the following cases:
- Power outages.
- Carrier and network issues (e.g., not receiving notifications).
- Counterparty’s request (in such cases, you should file an appeal).
Binance P2P can potentially assist in cases where:
- The counterparty violates the transaction policy, such as requesting payment to third-party accounts, sharing external links, promoting off-trading, arbitrage trading, etc.
- There are server issues with your bank.
- There are server issues with your counterparty's bank (e.g., inability to complete payment).
- Issues arise from the Binance platform itself.
2. File an appeal
You can file a self-service appeal for issues related to P2P Performance and Orders Application.
If you cannot access the Self Service Appeal platform, please follow these steps:
1. Log in to your Binance app and tap the Binance Support icon at the top right corner.
2. Tap [View All] under [Self Service]. Then choose [Buy/Sell Crypto (Fiat/P2P)] - [Appeal P2P Performance Metrics].
3. Select the purpose of your application.
4. Enter the relevant order number(s) for your appeal.
Note: You can add up to 10 orders.
5. Upload supporting documents.
You can upload supporting documents to help customer support review your request (e.g., chat records, payment receipts, comments, proof of the incident from the bank, relevant screenshots, etc.).
Please note:
- You cannot upload more than 20 files.
- File size cannot exceed 30 MB.
- Supported file formats include jpg, jpeg, png, mp4, mov, and rmvb.
6. Enter a detailed reason for your appeal. Please provide as many details as possible, then tap [Submit].
7. Your appeal has been successfully submitted. Please wait patiently as Binance reviews your application within 2 hours. You will be notified of the result via SMS or email.
Once approved, the requested order(s) will be removed from your completion rate, or the review will be removed from your review page.
Note: If your appeal is rejected, please understand that Binance is not liable for any issues you may have encountered during the order process.
1. Why has the appeal process changed? Previously, I could appeal directly in the chat.
Binance is committed to providing all users with transparent trading data, including completion rates, average pay/release times, and comments from counterparties. To ensure the accuracy and integrity of this information, we’ve implemented a more standardized procedure for all users.
Binance P2P now has a dedicated team to review all appeals. Consequently, Binance Support agents in the chat no longer have the authority to review or remove statistics or comments. We believe this new process will benefit genuine and honest traders, ensuring they can rely on accurate data while trading.
2. What is the duration for the appeal process?
Binance P2P typically reviews an appeal within 2 hours.
3. What is the maximum number of orders I can include in an appeal?
You can submit up to 10 orders in a single appeal. However, if an appeal is already under review, you must wait for it to be completed before submitting a new one.
4. Why do I need to submit an appeal? Can't you remove the suspension directly?
Binance no longer supports P2P appeal requests via Binance Chat. Instead, a dedicated team will assist you with appeals and will promptly update you via SMS or email.
By directing users to submit requests through the Self Service Appeal, Binance P2P aims to standardize the procedure and ensure data adjustments are made accurately under careful review. You can also provide your feedback online by clicking here.
5. Why do you ask for proof in the appeal?
Asking for proof helps Binance maintain platform integrity, verify the validity of each claim, and assess the situation accurately. This approach not only protects honest users but also ensures consistent and unbiased standards for everyone. It safeguards the Binance P2P trading experience and allows us to provide the best assistance while maintaining trust and fairness among users.
6. What can I do if I cannot provide proof for an appeal?
Providing proof is essential for the appeal process. Without it, we may be unable to proceed with the appeal. We encourage you to gather as much relevant evidence as possible and include it with your appeal to ensure a fair and efficient resolution.
7. Where can I find the reasons for my appeal rejection? How can I submit a new appeal?
You can view the rejection reasons by clicking the link provided in the rejection email or by accessing the same link from your original application submission.
To submit a new application, click the [Try Again] button.
