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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“Your account is in a state of restricted withdrawl” [RW00195]
My account got blocked with 1.5 btc im not able to do anything
Case ID: [121981911]()
Hi, I had a decent amount of HNT in my Binance account. I had a lot of life changes happen and hadn’t checked my account for around a year and a bit until recently. I noticed that HNT is no longer listed on the platform and my coins are no longer there. Can I get my coins back?
Hi I had staked etherium as BETH 6 months back and now I cannot redeem it. It shows up in the app but there’s no option to redeem/convert it. How do I redeem my BETH ?
How do I find the price I paid for crypto currencies in 2021? I have cryptos from years ago on your exchange and I need to know ho much in fiat I paid for them. I can’t find this info anywhere. [122203674]()
What are the pros and cons of using Lightning over Bitcoin network to send Bitcoin from Binance to Kraken please? [https://www.binance.com/en-GB/fee/cryptoFee](https://www.binance.com/en-GB/fee/cryptoFee)
Kraken doesn’t charge to deposit Bitcoin on their exchange. However, there is Lightning Network and Bitcoin Network options to choose from. Lightning is cheaper as I’m sending from Binance.
I need to move Bitcoin from Binance to Kraken and need a cost effective way to do it please.
Case ID #121274138
Its been 2 months waiting to get my withdrawals back. This is over 10$ lol.
Not a support question, but is there a way to view total funding paid/received on a position? I can only see individual funding payments
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The Binance exchange I’m withdrawing from needs 24hrs for each new address to be valid for depositing.
I requested a deposit account for Bitcoin Lightning network on Kraken but it’s only valid for 1hr.
How do I work this out? The Kraken address will expire within an hour while the other exchange needs it registered on their exchange for 24hrs.
The Binance exchange I’m withdrawing from needs 24hrs for each new address to be valid for depositing.
I requested a deposit account for Bitcoin Lightning network on Kraken but it’s only valid for 1hr.
How do I work this out? The Kraken address will expire within an hour while the other exchange needs it registered on their exchange for 24hrs.
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Hi, I’m having an issue where I deposited an asset (ETHFI) correctly to my ETH Binance Deposit Wallet but it’s not in my account.
I have tried to use [https://www.binance.com/en/my/wallet/uncredited_deposit/form](https://www.binance.com/en/my/wallet/uncredited_deposit/form) to open a ticket but it keeps saying that it was deposited successfully when I can see on Debank it’s on the deposit address stuck still.
Please let me know what I can do, the tx ID is DJ85bDtJMvYPuFZraVK7mbrUCNr1tXz26D4jc6fccNeH.
20629207463893839872
Buyer made an order
Buyer paid but not clicked paid
System timed out
Buyer did not reiniatate order
Seller request for Binance ID for asset transfer, Buyer yet to respond to chat
Buyer reports seller account
Seller account Suspended.
Buyer is incommunicado
Customer service is unreachable/Appeal is not available .
Please help I’m the seller. Trying to reach buyer/customer support
20629207463893839872
1.Buyer made an order. 2.Buyer paid but did not clicked paid 3.System timed out 4.Buyer did not reiniatate order 5.Seller request for Binance ID for asset transfer, 6.Buyer yet to respond to chat 7.Buyer reports seller account 8.Seller account Suspended. 9.Buyer is incommunicado 10.Customer service is unreachable/Appeal is not available .
Please help I’m the seller. Trying to reach buyer/customer support
Case ID: 121391278
Hello, did you realize that you’ve stopped your customer trading service? I own a variety of assets, and your halt has rendered me incapable of purchasing or selling any assets for four months. As you may know, cryptocurrency is noted for its extreme volatility and is not a government-issued currency. I wasn’t given any prior notice about the suspension of access to my assets. This has left me without a contingency plan to convert my cryptocurrency to fiat, exposing me to substantial risk. This isn’t due to my actions, but rather a result of your company’s operations.
You’ve carried out this action in the name of compliance, yet you’re not offering any clarity to your clients. You’re not providing details or updates, there’s no estimated timeline, and you’re not answering customer inquiries. This shows a lack of regard for your clients.
You’ve immobilized my assets for four months. These assets represent my life savings, which is causing me significant distress. I have bills and various expenses to cover, making these assets incredibly important to me. You don’t have the authority to hold my funds without supplying an explanation.
Despite the ongoing halt for four months and promises from the support team to escalate my case, I’ve yet to see any meaningful progress or changes. It’s difficult for me to ascertain whether there’s been any real improvement, or if the situation remains the same. This leads me to question the validity of the team’s promises. I would be greatly appreciative if you could provide some clarity on this matter. Can you confirm if my case has indeed been escalated? I’m also keen to understand what escalation truly implies. Does it lead to noticeable changes or does it not really influence the trajectory of my case? I’m attempting to understand if an escalation generally speeds up a case’s resolution process or if it’s simply a term without any actual, measurable effect.
Case ID: #122419220
I’m doing spot copy trading, the profits are not added to my balance.
I invested 891.61 USDT, currently Copy overview page shows my Net Profits are +35.6 USDT while my balance is around 905 USDT.
By the way in the lead trader page, I looked for my ID in copy traders tab, found that my PNL is only +13.31 USDT, which is the amount added to my balance.
So in summary, my profits on lead trader page are +13.31 USDT and on my Page the profits are +35.6 but my wallet/balance only increased by the profit shown on lead trader page (+13.31 USDT).
The rest of my profits aren’t found anywhere!! Customer service said it needs 24 hours for investigation and more than 24 hours passed with no updates at all!! I’m losing my profits here, please help!
I have some bnb staked on beacon chain.
How long do I have to remove and how do I do that?
Do I need to wait 7 days for unstaking?
Hi, I have a problem to connect with binance wallet to any DAPP. Also I wanted to login through bianance website and not through the app. I used for login QR which is reading but it will not login me and it will show me that there was a mistake. I live in NL and I know that new users are blocked. Is it possible that it has some impact also on the binance itself?
Is there any way to set a price movement alert for all my assets?
E.g., get a notification whenever theres 10% movement in a day?
Case ID: 122506825
Fiat Withdrawal:
Was marked as “Successful” at 30.5 12:50 UTC+2,
I Chose SEPA INSTANT (not normal SEPA),
After now 28 hours still no money, neither on my bank account nor on my Binance account.
If the withdrawal option is marked and named as SEPA INSTANT and even say 0 working days until withdrawal, it really should be an INSTANT SEPA.
A normal bank transfer would have arrived too because due to European Union regulations a bank transfer has to arrive in 1 working day which already passed now as I’m writing this.
Please check where my money is left at
And yes I did appeal
Hello, I never thought I would write this kind of post but here we are. Last night I was looking at memecoins on pumpfun and one rug pulled coin had community takeover with telegram posted. The link was shielded with safeguard bot and there was nothing unusual than the other ones (maybe there was but I didn’t notice it) but I couldn’t enter the channel because it didn’t work and I left it at that. I am assuming as I clicked to verify I granted login access to my telegram to the scammer. I woke up to see notification that it was logged to my telegram from another location , then i looked and my wallets linked to my telegram were drained to 0. I followed the scammer’a transactions and saw my funds travel through several wallets before being sent over to binance . The scammer must be running a huge operation because his wallets are depositing and withdrawing sums of about 450 solana to binance at once. I reached out to my local cyber crime unit and filed a police report.also spoke with a binance agent but couldnt get any good answers.what are the chances of me recovering my funds in kind of such theft? I provided the police of evidence of ownership of my wallet, detailed description of the events ,solscan images of the transactions and where they went. Also sent them the law enforcement form of binance to fill in.
What happened to word of the day? I get 404 errors
Unable to withdraw from Binance. Binance customer service asking me for the address I wish to withdraw to. The address is whitelisted already. If I give him the address is it still ok to withdraw to it if the eventually fix it? As he’ll know the address is that unwise? I’ll have to request a new address from kraken and then have the same problem with Binance stating it’s not whitelisted when it is.
The field where I put in the address on Binance is red and giving an error saying the address is not whitelisted but it is white listed. I copied it and also selected from the whitelisted addresses, even got an email a new address has been whitelisted.
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Hey, is Binance down at the moment. I can’t access it
It says network anomaly, try again later.
Italian law says that I have to declare the countervalue of cryptocurrencies on 31.12.2024. How can I get this figure from Binance?
Hey. I have FET on binance locked staking. Soon it will convert to another coin (ASI). Do I need to unstake it before the merger? I wonder what happens if the project changes mid staking ‘contract’?
Thanks!
Hey, when selling USDT on Binance P2P, does it matter which currency the buyer is using? I am selling based in NZ (New Zealand) and can get a higher price from USD then AUD. Do I just choose the highest price for me or does it need to be AUD as I am based in NZ?
Hi,
Minutes ago, I did a short selling operation with a coin and closed the position at a lower price (approximately 3% down). However, I didn’t notice any gain in my balance. I’m adding some images of the transactions, detailing how I did the short selling and closed the position. Did I do something wrong in the procedure of short selling? Why didn’t I have any gain with the operation?
Thank you in advance for your help.
https://preview.redd.it/nu22vjtzd64d1.jpeg?width=1233&format=pjpg&auto=webp&s=ac37ca2371f4863fed1743cc9a80405e600a7b66
https://preview.redd.it/6ck9f1eafi4d1.jpeg?width=1284&format=pjpg&auto=webp&s=16c49e80e5857ed6b942130a5f917a8e11548585
Hello, I’d like to know if the price shown in the pictures is automatically converted to todays price? Because Im sure i didnt buy 0.228 worth of bitcoin through P2P. Just wanted to confirm
P2P order 20629152624871755776
It’s been 6 days since I started this operation, made the transfer (made it twice by mistake) as soon as I opened the trade, made the external verification process suggested by the seller and he started throwing vague replies through chat instead of releasing the funds and making the payment back for the duplicate transfer making this an absolute nightmare.
Checking the seller’s profile I found out that he got a negative review from a different user yesterday based on the same behavior he showed during my operation with him.
I don’t know how Binance let users like that operate over the platform.
Hi Binance Team, I’ve a special case where I got restricted for a lifetime from P2P. There was an incident with a scammer. Case ID was #122467255. Could you please take a look? I also DM’d you.
I staked and unstaked 0.0001 BBTC on bouncebit but i don’t see it on the wallet, only interest appeared. Anyone have any ideas, what I do wrong or something? Here’s my wallet:
https://bscscan.com/token/0x7130d2a12b9bcbfae4f2634d864a1ee1ce3ead9c?a=0x777036BFea591C89834111E82209Afb5FEA56B14
Hello,
following today’s announcement for euro users about the upcoming rules for stablecoins, with less than 1 month to the rule inception, it’s not clear which stablecoins will be authorized and which won’t.
I deduce from that, that you too don’t know – except for FDUSD which won’t be authorized. So can you please share ASAP what is your visibility on which ones will probably be in either category?
Hopefully there’s no need to explain why not knowing this is a problem for an investor.
Ty.
Hello, I have searched everywhere but I still can’t find the answer to when the deadline is to migrate my assets from Beacon to Smart chain. I just unstaked my BNB on Beacon but it will take a few days for it to be available for the swap. Is it too late?
You have suspended my account since January. Why has support taken long to resolve a issue that wasn’t even supposed to occur?
Issuing a fake refund request is really concerning and even though I complied you have put my suspended account under investigation for 5months without any communication to inform me whats wrong.
Why has it taken this long?
Case ID: 119809598
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Case Number: #122552539. Support is inactive and keeps sending me an automated message. My binance functions are temporarily blocked and support just says that my case is # IN PROGRESS #. I am unable to ask any questions as support gives me no response.
I have cooperated with Binance Support and I have given all details required, please let me know when I can use my account without any further issues.
Thank you for your time.