Binance Support Thread
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 #99677292 : P2P suspended because a binance rules violation (i am not sure what i did)
What can i do to remove the suspension ? Thanks
Case id:#99523177
Euro withdrawal to card failed multiple times.
Case ID 99343902
Source of wealth has been verifying for 10 days now. I have a $35000 deposit waiting since beginning of january. This is starting to become critical! Please open my account or refund the deposit to my bank account please!
Case ID #75508890
I tried talking to the chat bot but I’m being ignored.
Simple ACH transfer from USD wallet to my bank account. I hit withdrawal. Select amount. Get SMS code on phone. Plug in code on binance. and then that error pops up.
Says Withdrawals suspended due to risk management like #1 in description on this post.
Please help as it is IMPERATIVE I receive these funds as quickly as possible.
Thank you.
Hi, I have a simple question for which I haven’t opened a case on binance. Is it allowed to log into Binance through a VPN? I have of course completed my KYC and there are no restrictions for using Binance in my country of residence (Greece). I am travelling often (within Europe) hence I have to use public WiFi frequently, and I don’t want to log into Binance without a VPN in such cases.
Hi,
I created my Binance account yesterday, did the KYC verification, but whenever I try to use the site on my PC it just redirects me back to the “need KYC” page even though I’ve already done it, the app on my phone works fine and is actually showing that my verification is complete but the site is still doing the redirect thing on my PC.
Greetings.
I’m trying to withdraw some fiat, but binance doesn’t give me the option to withdraw to a bank account. The only option I see is using a bank card. What gives? Do I have to manually add a bank account?
Not only that, but the card option didn’t work.
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Some bnb was taken from my wallet. Can you trace the address and tell me who the address belongs to?
bnb1sxr79e7w24q2nu55ufdp0y4ywzq0nwrx3xl0v5
[deleted]
hello guys
I deposited (cro) on Binance by mistake
Is there hope that the currency will be listed on Binance soon?
And if it is listed, will I receive the amount that was deposited?
[deleted]
Hi. I have submitted SoW form and it’s failed. What will be if i won’t submit it another time? Nobody requested it from me but just filled that form up.
Case ID #9924292
I’m fully verified for a few years and havent had any problems depositing. Until the day I really needed to. I tax loss harvested on new years eve, and wanted to deposit more funds the day after. After 10 days the transaction still shows as pending, making me miss the entire run-up the last few days. I did post proof-of-wealth the day before the deadline – but still no deposit showing up in my account. Please help me restore the deposit function in my account!
Case ID #99175999
I’m fully verified, registered for 5 years, made mostly trades, p2p purchase, withdrawals, top-ups. My account was suspended for withdrawals several days ago, i’m keep waiting for any requests receiving from your team but nothing even requested from me. I did not break any rule and did not do any illegal activity.
Please, escalate my case for work starting, i’m ready to give any information but just start to do your work and unfreeze my finds.
Case ID: 4dEcqwzBFLiglkd4fmzm
Dear support
I made a mistake, I copied the wrong address to send my usdt
Here is the transaction:
https://tronscan.org/#/transaction/0451809f0baba30ca1f17eb8d3819ac474edfd4fcc6723a69251bc2f22112b27
Today I used my ledger to send funds to binance, then transaction was stuck due to out of energy
I finally solved the problem, and when I sent out the fund, I looked at my ledger history, and found an address that I sent to previously, I just copied an pasted it. I have also check the first few and last few characters, they are the same as my binance usdt wallet
My binance usdt wallet is : TUkT37etAEsw2DqX1yt6GQLYSD6V3AQnda
I think the address i sent wrongly is for TRX fee
Can someone pls tell me whether this address belongs to binance. Any chance I can recover my fund ?
[deleted]
Case #98907715
​
It’s been on for a week now. No resolution, no support, and just waiting for days and days with this ongoing issue.
The issue is withdrawing fiat from the platform to my MasterCard directly. Binance provides the lowest fees, but withdrawal fails again and again. I’ve waited for a week now, and nobody gave me any reason as to why this happens. Ridiculously slow and bad support.
Case #99157844
After being verified several times (address & source of income) I am being asked again for the “Source of Wealth” and cannot withdraw my funds. I have showed all my documents and these were accepted a year ago and I have no new documents to show and no new income. Could someone please lift the restriction from my account so I can use it normally? I haven’t added any significant funds to the account and I haven’t asked for any limits to be raised so can you please fix this for me quickly?
Hi …I purchased some QNT at 117.50 , thé équivalant of 170 Australian but when I checked with crypto calculator the price I received it at was 174.56 so 4.46 above the price I paid
How long does it take to fix things with the support team? I have funds locked in EUR. Was told I’d be able to convert into BUSD, but that was close to 1 month ago without any resolution.
#98884141
It’s been almost 3 months since my withdrawal was suspended due to risk management, violation of terms of use, and due to suspicious activity cause the reasons keep changing and the only thing I did to cause this was just a card deposit using my own debit card on one fateful day and since then nothing.
The only response I keep getting is to refer to their terms of use, and I was told that according to their rules they have the right to withhold my assets for as long as I want. In fact the word used was indefinitely, which means I am not getting my money again and there’s nothing I can do about it.
The customer service keeps giving me the same answers for almost 3 months, Telling me they don’t know why and they’ll let me know when they have a reason.
And it’s clear that the answers they’re giving are scripted and basically not doing anything. Because no clear reason or answer for almost 3 months which is more than 60 working days
Hi there,
Ok my issue is… different. Right now I’m trying to add a new payment method (BOB). However, there are some fields that I don’t know how to fill. I’ll put all the fields and mention the ones I was/wasn’t able to fullfill:
Bank Branch NO (why a branch exactly? Though I can find it)
Account type YES
Account number YES
Name YES
Document type NO (what document exactly?)
ID YES
Address YES
Recipient’s email NO (the recipient doesn’t have an email associated to the bank account)
Hi there, sorry had to repost (the other post was on a thread 3mo old)
CID #98975210
“Withdrawal function temporarily suspended
[RW00142] Your account may be at risk. In order to keep your funds safe, withdrawals have been temporarily disabled. Please contact Customer Support for further assistance.”
It’s been almost a week that I am trying to reach out for an answer / solution.
At first, I was told that my fiat transactions would’ve been restricted indefinitely but I’d still be able to make p2p and crypto transactions, which is not true. The current state of my account is that even internal transfers are locked. I cannot transfers funds from fiat to funding and vice-versa, I cannot make any crypto transactions as well..
The only answer I’ve gotten in a week was that the account is locked due to risk and that’s it, but no one so far could provide me with a reason / solution or even reenable my crypto and p2p transactions as mentioned by the agent.
Also, it’s been 2 days since I CANNOT generate an account statement for myself. I can only generate statements from day 7/jan and below, but not from day 8/jan and beyond, which is scarying me, because so far, the CS has also refused to provide me with a current account statement to myself or to enable my ability to generate one., which I’d love to have, to keep as proof of my assets held on the platform. No help at all with this matter as well.
Side note: I’ve always been compliant, filled all documents needed, have verified plus and merchant plus. Have never gotten a suspension without a reason, therefore being able to resolve shortly. Now I am going though this without even an answer from CS. Super scary…
UPDATE: Partially resolved after a month! Finally some progression to my case.