You already transferred the money, but the P2P order timed out and was automatically canceled. At that moment, you may feel like your money is gone.
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The money does not disappear. It is just no longer held by the platform. After the order is canceled, the coins are returned to the seller's account, and your money is still with the seller. What you need to do is not panic, but start an appeal so Binance can step in.
Bottom line: Do these three things right now
Open the order chat and message the seller: Send your transfer proof in the order chat, and tell the seller your receiving account information and transfer time. All communication must stay in the Binance P2P order chat. This is the most important evidence source for a later appeal.
Click the "Appeal" button: The entry is in the order details page under "Need help" or "Appeal".
Submit evidence as required: After submission, customer service will handle it within 24-48 hours.
Step 1: Prepare evidence — the most critical part
Whether your appeal succeeds depends on the quality of the evidence you submit. Binance accepts two valid forms of evidence:
Form A: Video evidence (preferred) Binance officially requires video evidence to prove payment. Note these hard rules:
You must film with another device. Phone screen recording is not accepted.
Show the whole process: open the app store → open the bank app → log in (you may cover the password) → show the account name and account number → show the recent transaction history that includes this transaction.
The video must show the payee name, payee account, amount, time, and status of this transaction. The background must have activity (such as people walking). A solid black or static background is not accepted. File size must be ≤200MB. Supported formats include mp3/mp4/avi and others.
Form B: Bank electronic statement If you cannot film a video, you can submit an official electronic bank statement PDF (it must contain the last 3 months of transaction history). Photos converted to PDF or edited/cropped files are not accepted and will be rejected.
Prepare a video or bank statement that can prove your real payment.
Follow the rules for the two forms above.
The video or PDF file is already saved on your phone. The content is complete, and the amount and payee information are clear.
Step 2: File an appeal
File a formal appeal for the canceled order.
How to do it:
Open the Binance app → tap "Trade" at the bottom → tap "P2P".
Tap "Orders" at the bottom → tap the "Completed" tab → tap the "Canceled" tab, and find that order.
Tap the order → tap "Need help" in the lower right corner.
Choose the appeal reason, for example "I have paid, but the order was canceled".
Describe the situation in the explanation box, attach the video or screenshot evidence you prepared, and tap "Submit appeal".
Completion standard: the page shows "Appeal submitted", and the order status changes to "Appealing".
Step 3: Cooperate with customer service and wait for the result
After the appeal is submitted, the other party has 10 minutes to negotiate with you through the chat. If both sides agree, you can cancel the appeal. If no agreement is reached, the case will be transferred to the customer service team.
Customer service usually handles the case within 24-48 hours. During this time, watch for notifications in the Binance app and your registered email. Customer service may ask you to provide more materials.
Risk reminder: Once the order times out and is canceled, the coins are no longer held by the platform. The responsibility to refund lies entirely with the seller. If the seller refuses to refund or disappears, Binance cannot forcibly deduct the seller's assets, but can only help you communicate. This risk already exists before you click "I have paid" — so never transfer at the last few seconds of the countdown.
Common rejection reasons: Why are appeals rejected?
Reason 1: Evidence does not meet the rules You submitted a screenshot instead of a video, or the video is a phone screen recording instead of being filmed with another device. Binance customer service will ask you to retake it, which costs time.
Reason 2: Communication did not happen in the order chat You talked with the seller on WeChat or Telegram. Customer service cannot see those messages. All valid communication records must be in the Binance P2P order chat box.
Reason 3: The bank statement is incomplete You only submitted part of the page, or you converted a photo to PDF. Binance requires a complete, unedited electronic PDF.
The world's largest cryptocurrency exchange by trading volume,leading in security and liquidity.
New user benefit: Enjoy 20% off trading fees upon registration!
How to check if the operation is complete
After submitting the appeal, watch the "Appeal history" page in the Binance app. When the status changes from "Processing" to "Resolved", the result is out. Also check your registered email, because customer service may send an email asking for more materials. If there is no update after 48 hours, contact Binance online support to follow up. Path: P2P page → top right "..." → P2P Help Center → Live chat.
