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** : 64669a600af86e43035211ee571a568c3295b2133c4471584fd480544388c5b2
I have withdrawn some USDT Tron to an external address. At my end everything is showing fine. Even in tronscan it is showing that it was perfectly sent.
But the recipient is telling that he hasn’t received it. He is saying this: ” limbo is a situation, where by money have left your wallet without reaching the destined address”
and this “it’s a situation where money have left your wallet address without reaching the destination address”
Now what should I do? He’s claiming me to send it once again which will be a double send from my end and not affordable.
Your valuable advice will be highly appreciated.
Case id: 122849264
I was trying to withdraw my funds from Binance wallet to an off-chain ledger. Then my transaction was rejected and my account withdrawal is temporarily suspended (RW00142). I’m still on the chat with CS expert. He takes 24 hours reply to answer me for each question and he even makes typos which I feel totally unprofessional for such big company. I provided everything he asked. Then he wants to know the details about my off-chain wallet transactions which is totally unrelated to Binance. I told him i do not want to provide information about anything not related to Binance account. He doesn’t tell me the reason of my withdrawal suspension and doesn’t reply since 7th of June. What should I do now? Why he wants to know fund transaction that is stored in the off-chain wallet?
why can’t I send my USDC out of Binance? It’s been stuck in there over a week. I’ve tried several times to send it to my Uphold account and it never goes through. It’s just pending for 12 or more hours and then it says failed, or says nothing at all, but it never moves out of my Binance account. Customer service is useless because they say they can’t do anything until it’s been 24 hours. By the time 24 hours is here, it still hasn’t went through and is back to being availablein my wallet. There’s something wrong with your system.
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need help with a scam/fraud, order id [20633775297762095104](https://c2c.binance.com/fiatOrderDetail?orderNo=20633775297762095104&createdAt=1718097810000), the Buyer never sended the payment and marker the order as paid so i complain and tried to talk to him on the chat but he never replied back so i had to appeal, i did the correct steps to appeal with sending a video of me logging into my bank account and show the movements from the last days on my bank to show that i did not recieve any payment from the Buyer, after 10 hours of waiting for costumer support again, now the CS told me that i need to release my USDT in the order that i am appealing and this is infuriating please i need help asap
Hello, my Binance account has been restricted from withdrawing funds for unknown reasons for several days. This makes me very, very worried. I have not done anything wrong at all. Can you help me deal with it as soon as possible?
Case ID:122800618
Is there a limit on the number of limit orders? I have made 20 or more limit orders today. Many of them canceled. Now limit orders are not getting filled.
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Say I want to buy BTC at 60k with 10x leverage on my isolated margin account. If the order triggers I want to sell if price drops to 55k. Is there any way to set this up on Binance before the initial order triggers? On Kraken I can choose a conditional stop loss close when placing the buy order but that doesn’t seem to be an option with Binance. Do I have to wait until the order triggers before setting up the stop loss sell order?
Case ID: [123146232]()
I was locked out of my account due to losing my phone and no longer being able to authenticate with Google Authenticator. I successfully verified my identity with a video with support per [How to Reset Two-Factor Authentication (2FA) | Binance Support](https://www.binance.com/en/support/faq/how-to-reset-two-factor-authentication-2fa-3ea1490fb94849bbbb445a40ee5e0bd7) but was then asked to provide a “deposit video”. As the initial deposits were roughly 10 years ago, I no longer can provide this information. The support person was therefore unable to remove of 2FA.
I can’t be the only customer who has been in this situation, and I can’t imagine Binance will just casually deny access to accounts after identity has been proven. Please tell me there are other options to restore access.
Hi, recently I have created my Binance account and I wanted to deposit EUR via SEPA transfer, but I keep getting error message that is shown on the screenshot. Before the error, there is an “Activate fiat service” screen on the modal with “start” button on the bottom, which I clicked before getting the error. I completed my KYC.
What should I do to fix the issue? Is it on my side, or SEPA is actually unavailable for some reason? Thanks for any help!
https://preview.redd.it/91w8ev16nc6d1.png?width=3024&format=png&auto=webp&s=d583682cd94afaebfa348d0185d768c746c9ea7b
Hello, when I try to login I get email address invalid. Check for spaces etc. I’m logging in the same way for like 5+ years already. Is something down?
Verified Merchant in the PLN Market
Case ID #123313785
I got restricted for a week by the local team, restriction email was received in the Russian language however I speak Polish and English, restriction reason was that “I had 2 buy ads with different prices but with the same payment methods” which are allowed because 100% of the merchants use it. I received in the chat from CS the merchant guidelines for p2p and this rule was not there, it was also confirmed by the CS that the rule is not there but still the local team didn’t lift the restriction and want me to wait 7 days for it to lift up.
Now I believe either the local team is sided and has contacts with other competitive merchants and doing it on purpose to hurt my business or they made a mistake and now standing on it.
This is a serious issue, please make a detailed inquiry about it.
Note: CS told me that I got 2 warnings about this and this is the third time but I haven’t received a single warning about this nor in App and nor by email.
What I think is that the local team is giving me these kinds of restrictions on some minor violations with no warnings and later they want to create grounds so they can permanently ban me from the platform.
Keep in mind that I have 1000+ positive feedbacks and only 3 negative feedbacks, I have an almost 100% Completion rate and an average of 2 minutes of Payment time and 11 minutes of release time and 10,000+ trades.
It looks like a scam to me from the Local PLN team and now I am afraid that after the 7-day restriction is over, they will permanently block me from the platform for either another minor violation or a non-existent rule.
Please I request the Binance Global team ( Not the Local Polish Team ) to do an inquiry about this because it’s a very serious issue.
Case id: 122849264
My email account associated with my Binance account is no longer active and I can not receive any emails on it any more.
Therefore i cant log into my account on Binance via a verification code.
My mobile number still works.
Is there any way to login using just my mobile number and change the associated email with my account?
June 14, 2024
Case number: 123119598
Account assets: 3613USDT
The currency withdrawal function of my Binance account was restricted for no reason on June 10, 2024.
Still no progress today. I still don’t know the reason for the restriction and the unlocking time?
I sincerely request that you unblock my account as soon as possible. I earned all this money through hard work. I have not done any fraud or other illegal activity at all. I will continue to record and track every day until you unblock my account. Payment restrictions to ensure my rights.
I have about 0.258 ETH in my portfolio that I want to withdraw or convert to EURO, but it says that the ETH are unavailable. Why is that?
Yesterday i tried to deposit EUR via SEPA Transaction on my binance account – today they did send me the money back, why? The name of my bank account and my binance account are the same
Hello, I’m setting a **spot trailing stop order** and it doesn’t work.
I set it to:
– SELL at 66300
– a -0.4% trailing delta
– no activation price (so it activates it at current market price)
– I set the sell limit at 70000 (much higher than current price) as I’m told that just sells it at market price (which is what I want)
The price has fallen multiple times under the 0.4% and it hasn’t sold at all. What am I doing wrong?
Whats the most cost affordable way to buy crypto from my bank account if binance doesn’t allow US accounts to link their bank account? Do you use something like coinbase and transfer XLM to binance and convert that to USDT and then buy preferred crypto like btc/ada/sol on binance? Then when you want to cash out, convert USDT to XLM and sell on coinbase?
Case ID: 123434569 I am writing to formally express my profound dissatisfaction and frustration with the manner in which my account has been handled by Binance. My assets have been held since Jan 2024 and despite numerous attempts to obtain information, I have not been provided with any substantive explanation regarding the reasons for this hold. Yes, you’ve given me the law enforcement contact to talk to but they also do not respond. How else am I going get details on the case? You’ve moved my assets around from staking to spot without my permission.
I find this lack of transparency and communication wholly unacceptable. The prolonged and unexplained restriction on my assets has caused me significant distress and inconvenience, which is compounded by the fact that I am unaware of any involvement in any legal case in Belgium, or elsewhere, that would justify such an action.
The absence of clear communication and the indefinite hold on my assets without due process or adequate explanation is a gross violation of customer trust and service standands.
I demand that Binance provide me with a detailed explanation for the prolonged hold on my assets, including any specific legal basis or requests from relevant authorities that have prompted this action. Additionally, I expect to be informed of the steps I need to take to resolve this issues.
Failure to address this matter satisfactorily and expediently will leave me with no choice but to escalate my complaint to relevant regulatory authorities and seek legal recourse for the undue hardship and financial losses I have incurred due to Binance’s handling of this situation.
I trust that Binance will recognize the urgency and seriousness of this matter and will respond without further delay. I look forward to your prompt and thorough response.