If you’re looking to submit an appeal for a P2P order, sending video evidence to support your claims can speed up the resolution process. Please note that submitting an incorrect video may lead to delays in resolving the issue and require resubmission.
How to record a video proof for P2P appeal?
1. Use 2 devices for the appeal process: complete the appeal steps on one device while recording the entire process with the other. If you’re accessing your payment account on a computer, please ensure the website’s link is displayed throughout the video.
2. Open Google Play/App Store.
3. Search for and open your bank or payment method app from here.
4. Show the entire login process to your bank account. Remember to cover your password.
5. Go to your account profile/account information and display details such as the account name and account number.
6. Go to your transaction history and show the latest transaction list, which should include both payments sent and received at the time of your P2P order. These transactions must be in the same currency and from the same account used for the P2P order.
7. If you need to show a specific payment made or received, please click on it from your transaction list.
8. Show as much details related to this transaction, including:
- Total amount and currency;
- Name of the sender/receiver;
- Account number of the sender/receiver;
- Date and time;
- Status of the transaction.
General video instructions:
- Screen recording is NOT accepted.
- Ensure the date, time, account number, and name of the sender and recipient are displayed.
- Video must be recorded using another phone/camera. No cuts or edits are allowed.
- Ensure the video features a well-lit background with activity, such as cars or individuals moving around. Please avoid capturing underaged people in the recording. Videos with dark or static backgrounds will require resubmission.
- The file size should not surpass 200 MB. Supported file formats include mp3, mp4, avi, rm, rmvb, mov, and wmv.
