How to Handle If Receiving Account or Receiving Funding Freezes in P2P Transactions?
Last updated: 09/03/2026 08:55:00
Q1: Why my receiving account or funds get frozen after receiving the payment from buyer?
The receiving account or receiving funds may be frozen for a variety of reasons, such as abnormal or suspicious transactions detected by the bank, regulatory compliance reviews, transaction disputes or chargebacks, judicial or legal measures, and account identity verification issues.
Q2: What should I do when my ‘Receiving Account or Funding Frozen’?
Firstly, please contact your bank or Payment Service Provider directly to understand the reason for the freeze and submit any requested documents or information to your Payment Service Provider promptly. You can also download the P2P Order Transaction Report from your KuCoin account and issue a dispute with the Payment Service Provider.
Secondly, please request related frozen documentation from the bank or Payment Service Provider and provide it to the KuCoin P2P team. It is recommended to request assistance from the Payment Service Provider to provide documentation related to the dispute, including the transaction amount, sender’s details, transaction ID, and other relevant information and then submit them to KuCoin.
Third, you can also contact the counterparty of this order to get some support. Please contact the related counterparty involved in the dispute, and it may need the counterparty to cooperate with unfreezing process.
Other suggestions: please stay in regular contact with your bank or Payment Service Provider and the counterparty to check on the status of the freeze and ensure that any additional requirements are met promptly. If the situation is complex or involves legal issues, please consider seeking advice from law enforcement.
Q3: What materials do I need to provide to KuCoin if my receiving account or funds are frozen? How can I obtain them?
Since account freezes, fund restrictions, or chargebacks are usually taken by banks or Payment Service Provider, our platform needs to confirm the relevant information based on the materials you provide and determine whether they are related to specific P2P orders.
Under normal circumstances, you can prepare the following materials:
1. Proof of account or funds restrictions, for example:
-
Freeze/restriction notices or emails sent by banks or Payment Service Provider.
-
Receiving Account or funds status;
-
Explanation of frozen, detained or restricted funds.
-
Relevant legal case number, appeal number or official notice (if any).
How to obtain: Please contact your bank or Payment Service Provider to apply for relevant certificates or explanations through official customer service, app, email, or offline channels.
2. Relevant transaction statement records to display the following information:
-
Transaction amount;
-
Trading Time;
-
Transaction ID/Reference Number.
-
Payer or payee information;
How to obtain: You can obtain it through the bank app or Payment Service Provider on the transaction history page, or by contacting relevant service providers directly.
⚠️Please ensure that all submitted evidence is directly related to the corresponding P2P transaction. If there is no clear connection, it will not be valid evidence.
Q4: How to make valid video materials for submitting to KuCoin P2P Support team?
In order to verify the authenticity of the restrictions on receiving accounts, payment accounts, and to confirm whether the situation is related to specific P2P orders. Please provide as many types of following proof materials as possible:
|
1. Bank, Payment Service Provider email/notification proof
|
If you receive a notice related to freezing, restriction, chargeback, or fund processing via email, please provide the complete email content in video:
⚠️ Please do not provide screenshots only.
|
|
2.Bank or Payment Service Provider app page proof
|
If the relevant freeze information is displayed in the bank app, payment app, or wallet app, please provide a complete video verification. The video should include:
⚠️ Please do not provide a single screenshot.
|
|
3.Official documents or offline proof
|
If you obtain paper documents or official certificates from banks or Payment Service Provider, please ensure that the documents are clear, complete, and contain verifiable information. The proof should be:
|
|
4.Other additional proof
|
Video recording proof of conversations with online customer service in the bank or the Payment Service Provider can be recorded. The video should display:
|
Q5: What if I am unable to provide complete valid proof documents?
Please provide as much valid proof documents as possible. If the existing information is insufficient to confirm the connection between the restrictions on the receiving account funds and the specific P2P order, the platform may not be able to complete the relevant verification. If you cannot provide the necessary supporting materials and the existing information is insufficient to support the platform's judgment, the platform will not be able to further process or support your request. Thank you for your understanding.
Q6: How can I obtain the transaction report of this order on KuCoin?
We're committed to offering support in obtaining the necessary P2P transaction records. Currently, XLSX, CSV, and PDF formats are available for your convenience. Please follow the steps below to export your P2P transaction records: Go to https://www.kucoin.com/order/order-export on the website>>Account and Transaction Data>>Time>>Fiat Orders>> P2P orders>>Current Time Zone>> File Type you require>> Confirm. Once done, you will be able to download the exported file.
Note: If you only need a P2P PDF transaction record for a single order, we recommend exporting only the time range covering the order’s creation date to minimize unnecessary order information.