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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 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 changed.
Binance P2P can’t revert an order or negative review if it's due to:
- Power outages.
- Carrier and network issues (including but not limited to not receiving notifications).
- Counterparty’s request (in such case, you should file an appeal).
Binance P2P can potentially assist in cases if it’s due to:
- The counterparty violates the transaction policy, such as requesting payment to third-party accounts, external links, offering off-trading, arbitrage trading, etc.
- Server issues from your bank.
- Server issues from your counterparty's bank (e.g., unable to complete payment).
- Binance platform issues.
2. File an appeal
If you cannot access the Self Service Appeal platform:
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 and click [Appeal P2P Performance Metrics].
4. Select the application purpose.
5. Enter the relevant order number(s) of your appeal.
Please note:
- You can add up to 10 orders.
- Self Service Appeal only supports orders within the last 6 months. For orders older than 6 months, please contact Binance Support.
6. Upload the supporting documents.
You can upload supporting documents that will help Customer Support with reviewing your request (e.g., chat record, payment receipt, comments, proof of the incident from the bank, relevant screenshot, etc.).
Please note that:
- 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 reason why you’re submitting this appeal. Please provide as many details as you can. Click [Submit].
8. You have successfully submitted the appeal. Please wait patiently. Binance will review your application within 3 working days, and you will be notified of the result via SMS or email.
Once it has been approved, the requested order(s) will be removed from your completion rate / the review will be removed from your review page.
Note: If your appeal is rejected, please understand that Binance is not liable for any issue you may have 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 changed.
Binance P2P can’t revert an order or negative review if it's due to:
- Power outages.
- Carrier and network issues (including but not limited to not receiving notifications).
- Counterparty’s request (in such case, you should file an appeal).
Binance P2P can potentially assist in cases if it’s due to:
- The counterparty violates the transaction policy, such as requesting payment to third-party accounts, external links, offering off-trading, arbitrage trading, etc.
- Server issues from your bank.
- Server issues from your counterparty's bank (e.g., unable to complete payment).
- Binance platform issues.
2. File an appeal
If you cannot access the Self Service Appeal platform:
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 application purpose.
4. Enter the relevant order number(s) of your appeal.
Please note:
- You can add up to 10 orders.
- Self Service Appeal only supports orders within the last 6 months. For orders older than 6 months, please contact Binance Support.
5. Upload the supporting documents.
You can upload supporting documents that will help Customer Support with reviewing your request (e.g., chat record, payment receipt, comments, proof of the incident from the bank, relevant screenshot, etc.).
Please note that:
- 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 why you’re submitting this appeal. Please provide as many details as you can. Tap [Submit].
7. You have successfully submitted the appeal. Please wait patiently. Binance will review your application within 3 working days, and you will be notified of the result via SMS or email.
Once it has been approved, the requested order(s) will be removed from your completion rate / the review will be removed from your review page.
Note: If your appeal is rejected, please understand that Binance is not liable for any issue you may have 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, which includes completion rate, 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 will typically review an appeal within 3 working days.
3. What is the maximum number of orders I can include in an appeal?
You can submit up to 10 orders within a single appeal. However, if there is an existing appeal under review, you must wait for it to complete before you can submit a new one.
4. Why do I need to submit an appeal? Can't you remove the suspension for me directly?
Binance no longer supports P2P appeal requests on Binance Chat. Instead, a dedicated team will assist you with the appeal and promptly update you via SMS or email.
By asking the users to submit their request via Self Service Appeal, Binance P2P aims to standardize the procedure and ensure data adjustments are made correctly under careful review. Furthermore, you can offer your feedback online here.
5. Why do you ask for proof in the appeal?
By asking for proof, Binance can maintain the integrity of the platform, verify the validity of each claim, and accurately assess the situation. This approach not only protects honest users but also upholds consistent and unbiased standards for everyone. It safeguards the trading experience on Binance P2P and helps provide the best possible assistance within our capabilities, while maintaining trust and fairness among users.
6. What can I do if I cannot provide proof for an appeal?
Providing proof is an essential aspect of the appeal process, and we may not be able to proceed with the appeal without it. Therefore, we encourage you to gather as much relevant evidence as possible and submit them along with the appeal to ensure a fair and efficient resolution.
7. Where can I find the appeal rejection reasons? How can I submit a new appeal?
You can click the link provided in the rejection email or access the same link from your application submission to view the rejection reasons.
To submit a new application, click the [Try Again] button.
