Binance Support Thread
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Dear Binancians,
We use this thread to consolidate any support questions or queries into one place.
Please keep in mind that for the safety and the privacy of our users, we do not ask for, or otherwise provide account-specific information on Reddit. Please understand our intention, and cooperate with us by starting a chat with our [official support](https://www.binance.com/en/chat?ref=JLI1VBLA&utm_source=BinanceReddit&utm_medium=GlobalSocial&utm_campaign=GlobalSocial) for us to be able to assist you. Please do note any support requests outside of this thread will not be attended to, thanks for understanding.
[Click here for official Binance support.](https://www.binance.com/en/chat?ref=JLI1VBLA&utm_source=BinanceReddit&utm_medium=GlobalSocial&utm_campaign=GlobalSocial) *Make sure you login and* ***provide your email or phone number,*** *select your issue from the options, if your issue wasn’t answered click* ***‘unresolved’*** *and type* ***‘human’*** *to interact with our live support team, then click* ***‘okay’*** *to proceed.*
*Do not hesitate to help your fellow Binancians as long as their inquiry is a general one, however attempting to engage in sensitive matters, or providing wrong information will lead to the comment being removed.*
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**How to post about your case**
Please follow this format:
1. Comment on this thread with your case ID (please ensure your case ID is still valid before posting)
2. Provide a description of your issue (we’ve included a few common problems below)
If your case gets resolved, please delete your comment. Or, at least update it to say resolved. This will help users that still need help get the attention they need. Thank you!
***Please note:*** *We can’t help you unless you provide us with a valid case ID. Users with Binance US cases will have to refer to* [*r/BinanceUS*](https://www.reddit.com/r/BinanceUS/)
[**To get a case ID you must start a live chat with support.** Click here, select ‘unsolved’ and type ‘human’ to join the live CS queue.](https://www.binance.com/en/chat?ref=JLI1VBLA&utm_source=BinanceReddit&utm_medium=GlobalSocial&utm_campaign=GlobalSocial) The case ID will be shown far left of the top bar – alternatively, you can see your case ID in the email or text you receive upon initiating the chat.
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**Common problems & solutions**
**1. Crypto withdrawal suspended**
● You receive a message saying ‘withdrawal suspended due to risk control’ and have been trying to unlock your account.
● Don’t worry, your funds are SAFU. Our agents will try their best to help unlock the withdrawal – please coordinate with our team and provide relevant information when prompted to do so.
● Withdrawal Risk can be triggered by a number of reasons. Risk control is extremely important. Please note that we can only help you if we deem your case to be legitimate, if you have attempted to hack an account and request for unsuspension, you will be unsuccessful as we have processes in place to prevent this.
Our team works extremely hard to resolve these issues as soon as possible and some cases can take time to resolve but please keep in mind the reason for this is to ensure you, our users, are safe.
**Cases replied by our mods are already in the escalation process. A longer wait after escalation = our team is working hard at investigating the issue.** If there are any updates to the case, our agents will reply to you directly in the chat.
Please refrain from leaving multiple messages in this thread if your case has already been escalated.
**2. Security issues**
● Report hacked accounts and funds.
● Difficulty to reset 2FA and gain access to your account.
**3. Fiat deposit & withdrawal**
● Fiat (not crypto) is taking longer than expected to arrive in your bank / Binance account.
● Involves intermediaries such as bank transfers or buying crypto with credit/debit cards.
● *Note: It can take up to several working days for the money to be credited to your accounts.* [You can find more FAQ here](https://twitter.com/BinanceHelpDesk/status/1391776637071478787)
**4. US persons accessing old Binance.com accounts for offboarding & withdrawal of funds**
● Your funds are SAFU. If you experience issues with withdrawing remaining funds, follow the above steps to get to our live chat queue – our agents will try our best to assist you with the offboarding.
**5. Trading system and other account issues**
● Spot, margin & futures trading
● P2P disputes
● Binance Visa Card transactions
● Unable to complete KYC
● Any other issues
**Please follow the format stated above, your case cannot be escalated if you do not follow this process and your comment may be removed. Following the format helps us classify and identify the issues, escalate them to our relevant departments and get everyone’s problems resolved.** ***Spamming the feed is unfair to other users and will result in a ban.***
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Case ID #119479157
Got this message yesterday after using binance for 2 years:
“In line with the requirements set out in our Terms of Use, please be advised that we will discontinue your access to our products and services. We apologize for the inconvenience caused. If you are unable to log in to withdraw your funds or if you wish to appeal against this decision, please select the ‘I Disagree’ button below and our CS agent will assist you as soon as possible”
I reported this to customer service in live chat and got this reply:
“Your case has been transferred to a specialist. Since wait times are longer than usual, you may want to minimize the chat window after providing details of your case. Our specialist will respond as soon as possible and you will receive an appropriate notification”
Since then, no one has responded to my chat messages. What is going on?! And how long will it take? Why did you do this to me during the holidays?! I can’t use convert function, I can’t do anything literally. I have open futures trades and so on, I can’t trade (which I do daily), this is unacceptable. “Your account trading is temporarily disabled. Please contact support for further assistance.”
How can I do,Binance leave me alone,they steal my money and they want me for more,40 emails staking me for 500 dollars,and I am feed Up,what can I do?
Hi i can’t verify my account, how do i do that? I mean it obviously states what i need to put but i was wondering if i can put my ID? Or drivers licence?
I sold my moons on the nova network for usdc and sent to binance (to pay for metro card cuz im poor now).
I sent usdc from metamask to ERC20 network on binance and it confirmed on nova explorer but it didn’t appear on binance. And when I formed an appeal they said they can’t find it on the block chain.
Any advice?
Hi. How do I withdraw fiat to Australia? It says bank transfer (swift) is currently closed. How long will it be closed for?
My case number 101944434. I have been annoyed by the customer support reps and the information they need from me to unfreeze my withdrawals because binance.com is not supported in the US.
They asked me for a 1. Video showing my id on the video and saying that I am a customer with so and so account needs to withdraw from my account. Which I provided.
2. They asked my to do a video logging in to my binance account and the external portal where I did my first deposit from in 2018. Which I provided
3. They asked me for my id pic. This was already in the video I first submitted but they wanted it again. This I provided.
4. They want me to show them a video which shows coinbase transactions with tax id. Don’t feel comfortable providing this
After talking to them for 2 hours. My account is still frozen and cannot do any withdrawals.
Very annoyed with the service I am getting.
**Your system said that the LUNA address will expire**. Now I have created a new one. But what now? Can I wait for Binance to **automatically transfer** from the old address to the new one? Or do I have to send the coins to myself? I ask because it will cost me unnecessary fees. Although the transfer is **within** Binance System. Shouldn’t this work free of fees then?
In your Email you said only ” obtain a new deposit address ” but nothing about sending coins to the new adress.
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Check this article before trade BUSD [https://medium.com/@notrex/everything-about-busd-binance-stablecoin-890e79867b87](https://medium.com/@notrex/everything-about-busd-binance-stablecoin-890e79867b87)
Hello, I have a huge problem with binance support team. First ticket id 100415793, last ticket id 101809035
It started more then a month ago, that I cant withdraw due to security risk ( **100415793** first ticket please check this its important ). In this ticket they asked to verify account agian ( I did this ), then I make video with text and holding document in hand. After that they asked for deposit video, I told them that my bank account was closed, I moved to another country and that impossible to do. We agreed for bank statement showing my deposit, I sent this statement, then about 2 weeks waiting I finally got message on my mail :
**Thank you for your support of Binance.**
**We conduct periodic account maintenance evaluations in line with our Terms of Use.**
**Following a recent evaluation of your account, we are writing to let you know that we are unable to continue our services.**
**You may fully withdraw your funds, before 2023-03-14 00:00:00(UTC).**
**Afterward, your Binance account will be permanently deactivated.**
​
After that message risk control error dissapeared. I was very happy that suffer finally ends but that was only beginning. I put my usdt on withdrawal was waiting 20 min after that and guess what, same error again (risk control). And again I need to describe all situation, I described situation to 3 or 4 agents becuase they changing every time. Ok, I made new video with text and document at hand, fill the appeal form 5 of 6 (accepted). But they asking me for a video of deposit again ( with previous agent we agreed for statement cuz its not possible to do and they closed account and let me withdraw). I dont know what to do, I have 2 days before closing. It looks like you trying to play time before account got closed and I never be able to withdraw my usdt. **101809035** this is my last case with different agents where they dont understand me ( sorry for bad words in this case, cuz Im panic and thinking that binance try to scam me ). Please close my account (again) and let withdraw. Hope this situation will be resolved soon even though I dont believe anymore
A person with the name **Binancesupport36825** claim to work for binance and wants to help me. Is that true or is it a scam?
Idk who will actually read this but judging from other posts and threads this seems to be the only way to get help. Posting here on the off chance I can actually get help.
tldr; My email was hacked and hacker drained my Binance account. I don’t blame Binance for the hack but the customer support is terrible. Ironically, KuCoin is more secure since they have 3fa. Trading PIN saved my ass. I doubt they will allow this post on here.
I was caught up in the Celsius bankruptcy and my info got out. I didn’t think much of it at the time but I was simswapped on Thanksgiving day 2022. By the time I went to cell store to get it fixed the next day, I had lost almost everything I had in Binance. The attack was targeted as they only went after my crypto exchange accounts. Nothing else was touched. I have not been able to get access to my email back due to Microsoft being terrible. Fuck me right? First Celsius and then this? Fuck me. But hey, I got a job. I will be fine. Money is just money.
Initially, Binance support was helpful. I got the account locked and proceeded through the account recovery process. However, because my bank was linked to my Binance account, the hacker pulled a huge chunk of money and bought bitcoin with it. I contacted my bank to reverse the withdrawal the hacker initiated whilst they had access to my account. My bank was fantastic and cancelled the ACH transaction. I mentioned all of this during the recovery process and ask what could be done to fix the BTC purchase.
This is where things went downhill.
After my account was recovered, I updated the security on it all is well right? I get an email about the issue with the account balance and how if I didn’t fix it within 3 days they would liquidate my assets. You see the BTC that was purchased with the money from the ACH transaction by bank cancelled is still on my account. I imminently contacted customer support. They got back to me and just told me to add funds or they would liquidate my assets. You would think they could just take the purchased BTC at the price it was purchased at and call it good especially since they knew my account was hacked. Fine. Whatever. I tried logging back in to sell the BTC which was purchased by the hacker. My account was locked again. Damn. I again contact customer support and they say that my account is not locked. I tried to log in again and it is still locked. At this point I get an email saying Binance has liquidated the BTC that the hacker bought. But you see, the price of BTC has gone down 8% since the hacker purchased it. Now I am getting more aggressive alerts about the negative balance.
Now it gets weird.
The only asset the hacker didn’t get was some staked ATOM I had. Binance starts to liquidate the staked ATOM. How do they do this if it is staked? No, I know the answer I know that it is all just numbers so to speak but seriously? Selling the staked asset? I once again contact support like, “yo uhh can I please unlock my account?” and they once again say it is not locked. I try logging in and woh, I can log in. Weird. I look at my account and there is no negative balance. I guess they sold enough ATOM to cover it right? Nope! I have still get emails of like 60c of negative balance but it doesn’t show up on my account. Customer support keeps yelling at me about the negative balance. This is also the first time I have actually had customer support from a company be genuinely rude to me. The email alerts and the customer support kept giving me different numbers for the negative balance. It would fluctuate between like 57c or 61c. Maybe it was pegged off an asset price? Idk.
Eventually Binance just sold more staked ATOM to cover the cost. Whatever.
I didn’t ask nor expect Binance to cover what the hacker drained. Fine. That one is on me. But their terrible systems and customer service has cost me roughly ~2k after the dust has settled due to reversing the ACH transaction the hacker initiated. Like, idk. I would expect a little more help or something in this situation. At the very least, I’d expect to have more than 3 days to figure out how to work with customer support on the issue. I’d also expect to not get locked out of my account whilst this all happens. I’d also expect to not have my staked coins be liquidated I mean should that not be possible with staking until the lock in is over? I am not a “not your keys not your crypto” stan but Binance is dead to me. I cannot work nor recommend a company with such terrible customer support.
Hi, I made a withdrawal request for BUSD and it has been waiting for approval for over 12 hours now. Why is it not working?
Hello Guys, I tried to Withdraw USDT, and it was rejected; afterward, I received the notification that my withdrawal option is temporarily suspended. RW00302
Can you please help me to understand why could this happen and what to do in this situation.
Thank You!
https://preview.redd.it/80pbvjr6h4na1.png?width=802&format=png&auto=webp&s=a4b509ae8000da2156262a972cd2768829123a38
I found out that its not possible to make new post at community.
So I will ask here.
Also I Had created new ticket to follow up this issue
Ticket ID is 101830205
The beginning is here. (And its not possible to post all screenshots here – only one)
[https://www.reddit.com/r/binance/comments/10himco/my_account_with_xxxxxx_balance_has_been_blocked/](https://www.reddit.com/r/binance/comments/10himco/my_account_with_xxxxxx_balance_has_been_blocked/)
​
Apparently reddit is the only place to get support from the crypto community and at least some kind of response from binanсe support team.
After the first topic I received the first human chat request concerning my situation, and in the end the proof of wealth was approved and ticket was closed.
” Dear Binancian, thank you again for the continued patience and understanding. Please take note that your source of wealth verification has now been passed. If you have any further queries then feel free to reach out to our team once again. Thank you and we wish you a wonderful day ahead ”
​
https://preview.redd.it/wsk3ce2nf3na1.jpeg?width=720&format=pjpg&auto=webp&s=4a7418a540e8cb9a278da99667448eb1a981a523
But unfortunately my joy was fleeting. The trade did not work as before. Withdrawal did not work either. The support service confirmed that everything should work, but in fact nothing changed.
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The lawyers advised me to find out the address where I could send a legal letter. But this turned out to be virtually impossible. The helpdesk actually refused to provide the address to which a formal complaint could be sent.
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And my ticket through which I was once again asked to wait 48 hours, was silently closed without any message that it was resolved
​
Also later I got an email that my proof of wealth was rejected (so there is obvious chaos there) and I will get a link to chat to discuss it shortly. But it never happened.
” Sorry, you did not pass the source of wealth declaration review process.
The reason for failure is as follows:
Dear Binancian, unfortunately we weren’t able to verify the source of your funds with the presented information and documents. In order to assist you and provide clear instructions, we want to invite you to a chat where you can reach out our compliance department. In a few minutes, you will receive the invitation e-mail – please select “Chat now” button to proceed. Thank you in advance! “.
The main problem is that there is no responsible person who can solve the issue, instead a new person appears every time, and so on and on in a circle.
​
A significant chunk of my hard-earned money is currently inaccessible, leaving me in a difficult financial situation. As a result, I’ve had to take out a loan to cover the expenses of my two children’s schooling as well as our daily living costs.
​
And I continue to lose money because of this problem.
– I am not able to trade and missed several opportunities to sell tokens when it was pumped(gas,verge), and also I cannot rebuy BETH when it was lower to gain almost risk free profit.
-also my trading bots are not working .. =(((..
Lately, I resubmitted the proof of wealth application but its still pending (almost two weeks pass after estimation)
Dear Binance and Binance Community,
I am writing to address an issue that has been affecting many traders over the past two years. It has come to our attention that a significant number of community members have mistakenly deposited Arbitrum network USDC to Binance. Some deposit amounts are as low as $500, while others, like myself, have deposited $1000 or more.
To recover these funds, we have been asked to pay 500 BUSD or 5% of the amount deposited, whichever is higher. We believe that Binance, being a huge market, should be able to waive the fees entirely, rather than just reducing them. It is very disappointing to be asked for such high and unrealistic fees, especially for those of us who have made an honest mistake and trusted Binance enough to send funds.
This issue is causing concern for the community, as our trust in Binance could begin to fade away due to these exorbitant fees. Therefore, we would like to make two requests:
1. Waive the fee entirely for recovering mistakenly sent funds. This would be a fair and reasonable solution for traders who have made an honest mistake. if not possible then reduce the fee for recovering mistakenly sent funds.
2. Allow for USDC deposits through the Arbitrum one network. This is urgently needed to prevent future mishaps and to ensure a smooth trading experience for us all.
I kindly request the community to react and share their experiences to draw Binance’s attention to this issue. Let’s come together and make our voices heard so that we can work towards a solution that benefits everyone.
Thank you for your attention to this matter, and we look forward to a swift resolution.
Sincerely,
H
Anyone here knows how do I purchase using INR ,I learnt something regarding converting it into USDT ,but tutorial’s UI doesn’t match with the UI in the present
I’m kinda new to this can anyone help me out with this??
https://preview.redd.it/xp57lf29gnma1.png?width=1125&format=png&auto=webp&s=a379d0ee9918b562af84d746e04667541694592c
Hey @binance i was expecting the market price not $22,157/bitcoin
The current price is 21,700/bitcoin
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Hello,
My question relates to the Coin-M futures trading pairs. Since they are denominated in crypto, the Profit and Loss % should be equivalent.
However, when I go to set TP and SL, the numbers don’t add up.
If I go long with 1 Bitcoin, and the price goes up 50%, then the profit is 0.5BTC.
However, if I go long with 1 Bitcoin, and the price drops 50%, then the loss says it will be more than 0.5BTC. I do not remember this always being the case, can someone official explain the mechanism please?
Why is this?
Is Binance down? I cannot log in, I cannot verify.
Issue: loggin attempted from new ip address
Description: my phone was asleep/turned off beside me while i was using my laptop. I open my phone just to check something, binance was opened in login menu. It was suspicious because i didn’t open my binance. Then i check my email, loggin attempted from new ip address, (same device)
(already disabled my acc and changed pass)
How do i prevent this from happening again?
What’s the reason I can’t use some of the savings features on Binance now (UK)
Issue: dpo@binance.com
is this Email address correct? I have raised a request related to data privacy, however I have not received any email back since more than 1 week. I am looking at least for a confirmation that the request is being processed.
I have sent kind reminder, still no reply.
How can I get in touch with DPO department? EU regulations state you need to provide a support channel for these issues.
Case ID: none provided.
Will resetting Binance Pay pin get withdrawal suspended?
I am having issues with Binance mobile app for Android after updating to latest version.
When i open the app, it prompts me for fingerprint and then suddenly the app crashes.
Does any of you have a similar issue ?
Staking is over for UK/Aus users (they finally emailed today), what happens to ETH2.0 deposits though?
[Quebec canada…](https://i.imgur.com/dnhn69d.jpg)
No idea how to get the funds out…get this error on anything
Someone told me that Binance will remove BUSD. Is that correct? If yes, when will this happen?
i am earning lesser than the expected amount mentioned in the earn section . i have 5000k and it expect 0.4 a day but i am getting 0.02 a day
https://preview.redd.it/gz2xg4d8i4ma1.png?width=357&format=png&auto=webp&s=f4fd1d0578a64b72e0329ded118fa4dbd918e429