To ensure the smooth processing of your P2P appeal, please carefully read the following video recording requirements and follow the steps.

Video Recording Requirements

1. Device requirements:

• Use two devices for the appeal recording: one to operate the banking App and the other to record the video.

2. On-camera requirements:

• During the recording, ensure that you are personally holding the mobile device with the installed banking App, and your face should be clearly visible.

3. Opening and logging into the banking App:

• You may log in using biometric authentication (such as fingerprint or facial recognition).
• If logging in with a password, you can start recording from the two-factor authentication page.

Note: If you are accessing your payment account via a computer, make sure the website URL is clearly visible throughout the video.

4. Displaying account information:

• After logging in, navigate to the account page and clearly display your account name and bank account number.

5. Displaying transaction records:

• For buyer: Go to the transaction history page, locate the disputed transaction, and clearly show the transaction amount, sender/receiver's name, payment date and time.
• For seller: Go to the transaction history page and display transaction records from the past seven days, or locate the disputed transaction and clearly show the transaction amount, sender/receiver's name, payment date and time.

Friendly Reminders:

• Screen recording is NOT accepted.
• Ensure the transaction amount, sender/receiver's name, payment date and time are clearly displayed.
• Video must be recorded using another phone/camera. No cuts or edits are allowed.
• To ensure video quality, please record in a well-lit environment with activity, such as cars or individuals moving around. Avoid dark or static backgrounds.
• Avoid including minors’ faces or any other sensitive information in the video.

• The file size should not exceed 30MB.