Appeals
Appeals and account reviews
If your account, a withdrawal, a payout, or your verification has been restricted or held, here is how to ask us to review it, what to include, and what to expect.
Mavunta staff will never ask for your PIN, OTP, password, or recovery phrase, and will never resolve an appeal over WhatsApp or Telegram.
01
What you can appeal
If something on your account has been restricted or held, you can ask us to review it. Appeals are read by trained staff, not bots. Common reviews include:
- An account that has been restricted, frozen, or limited.
- Identity verification that was declined, expired, or stuck.
- A crypto withdrawal that is held or blocked.
- A sell payout that is under security review.
- An M-Pesa payout held because the name did not match, or sent to a wrong number.
- The outcome of a P2P or marketplace dispute.
02
How to appeal
Open a support ticket and choose the category closest to your issue. Explain clearly what happened, what you expected, and the outcome you are asking for. Attach any evidence. We review it and respond with a case reference, then keep the conversation in your ticket so nothing is lost.
Use only the in-app ticket flow. We will never resolve an appeal over WhatsApp, Telegram, or by asking you to move money.
03
What to include
Giving us the right details up front means we can decide faster:
- The email on your account.
- Any transaction, payout, or ticket references involved.
- Amounts, assets, networks, and the times things happened.
- Payment proof (for a payout or P2P review), unedited.
- A clear statement of the outcome you are seeking.
- Never share your PIN, OTP, password, or recovery phrase. We never need them.
04
What to expect
Most reviews get a first response within 24 hours. Cases that need compliance or deeper checks can take a few business days. Some holds exist to protect you and other users from theft, account takeover, and fraud, and a few are required by law; we will tell you what we can while a review is open.
05
What we cannot do
Some outcomes are outside our control. We cannot reverse a confirmed on-chain transfer sent to the wrong address or network, bypass a legal or compliance hold, or release a payout to a name that does not match your verified identity. Where that is the case, we will explain why and point you to any options that remain.