If you sold crypto and the buyer clicked "Paid" but you definitely did not receive the money in your bank account, the order is in "Awaiting Release" status. Your crypto is still held in the platform's escrow account. The buyer, who hasn't received the crypto yet, is more anxious than you. First, urge the buyer in the order chat. If they don't reply, then click "Appeal". This sequence must not be reversed; if you appeal first, customer service may think you didn't try to communicate.
Step 1: Leave a written payment reminder in the order chat
Click the [Chat] button on the order details page and send a message with a clear deadline, for example: "I have checked my bank account and as of [date/time], I have not received your payment. Please verify and re-send. If there is no progress within 30 minutes, I will file an appeal."
This message must be left in the P2P order's own chat window. Customer service will review the entire chat history when handling the case, as key evidence of each party's responsibility.
Completion criteria: The buyer has read the message or 30 minutes have passed without a reply, and the chat record clearly shows you initiated contact.
Step 2: Click [Appeal] and choose the correct reason
If the buyer still doesn't respond or keeps stalling, don't wait any longer. Go directly to the appeal channel. Log in to the Binance App or website, go to [P2P] - [Orders], find this sell order, and click [Need Help] to start the appeal process.
When selecting the appeal reason, strictly choose according to the actual situation. Do not randomly pick options like "Incorrect amount". Your situation corresponds to "Buyer marked as paid but I haven't received the money". Choosing the wrong reason will cause your appeal to be directly rejected.
Completion criteria: The appeal has been submitted, and the order status changes from "Awaiting Release" to "In Appeal".
Step 3: Record and submit a video of your bank account as required by the platform
Binance has very strict evidence requirements for P2P appeals. Screenshots are likely to be rejected. You need to use another device to shoot the following complete video:
Open your phone's app store (Google Play or App Store) to prove you downloaded the bank app from the official channel.
Open your bank app and completely demonstrate the login process (you can cover the password, but the login process must not be cut).
Go to your account profile page, showing your account name and account number.
Enter the transaction history, showing all recent transactions — with a focus on the time period matching the order, demonstrating that there is no incoming transfer from the buyer.
Video requirements:
Screen recording is not accepted; you must use another phone to film.
The background must not be completely black or still; there must be moving objects.
File size no more than 200 MB, format mp4/avi acceptable.
Editing or cutting is strictly prohibited.
Common reason for failure: Many people casually submit a few screenshots because it's easier, resulting in customer service asking to resubmit, delaying the process by 24-48 hours. Video evidence is hard currency; screenshots are not.
High-risk warning: If the other party sends a fake bank transfer screenshot, the platform will verify it. However, if you click "Confirm Release" without verifying the actual arrival of funds in your bank account, the platform will regard it as you voluntarily completing the transaction, and a subsequent appeal is very likely to fail. Fund receipt is based on your bank balance change, not on the other party's screenshot. The crypto is in the platform's escrow account and is safe until you release it.
Step 4: After submitting the appeal, wait for the 10-minute negotiation window
Once the appeal is submitted, the other party will receive a notification and have a 10-minute window to communicate with you again in the chat and try to reach an agreement. If you come to an agreement within these 10 minutes, you can cancel the appeal and then release the crypto normally or continue the transaction.
If after 10 minutes the other party does not respond or you still cannot agree, the appeal will automatically enter "Manual Review" status, and customer service will intervene within 24-48 hours.
How to verify completion: After submitting the appeal, you can check the status in [P2P] - [Orders] - [Appeal Records]. If the status becomes "Under Review", wait for a customer service email or SMS notification. If there is no update for more than 48 hours, contact online customer service through the official Binance App with your appeal ID and ask for follow-up.
