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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my withdrawal has been blocked since November 22, 2023, I sent all the documents that the support service requested. They promised to solve my problem in 3 days, but after 3 days had passed they wrote that they did not have a deadline for checking me and just wait for an email. Almost 5 months have passed and I still haven’t received any support; the funds remain blocked in my account. Why hasn’t my problem been solved for 5 months, and judging by reddit, I’m not the only one who is simply blocked by Binance. Give me my money and let’s say goodbye to you.
Case ID #121111142
Binance futures question, position size changes with ROI.
What the hell is happening guys, i have just noticed that in futures my position size increase when it is in loss thereby magnifying losses. Whereas the opposite happens when my position is making a profit. In other words, with negative roi, total position size increases hence the pnl loss is magnified whereas with positive Roi total position size decreases which ultimately decreases the pnl profit.
Seriously wtf guy? Am I playing a game thats already rigged?
**5. Trading system and other account issues**
Assurance review failed.
I am very disappointed with Binance. It’s the first and only platform that I have ever used since I started investing in Crypto.
My ID card was expiring, so I got the new one and I was asked by Binance to re-do my verification. I uploaded the new ID card, did a new selfie. And all of a sudden a bit later the same day, I am getting the message: “Assurance review failed” and I can’t use Binance services anymore.
I am from Bulgaria and as far as I know, my country is not restricted. I have not even traveled outside of Bulgaria in the past year. There were no changes to my address, or anything else.
I don’t understand why I am being kicked out of Binance, like I am a criminal, right after I re-did my verification (which even says that my profile is verified).
I feel like there is a bug in the system somehow, but noone is willing to check and help me with this case. I already tried discussing with Binance support two times.
Case IDs : #[121971877]() and [122005066]()
I would love to keep using Binance and I’ll really appreciate it if anyone can help.
I don’t want to move my assets elsewhere, I am perfectly happy with Binance platform. And I don’t understand why all of a sudden my account is not wanted there 🙁
Since the recent update i cannot login via my samsung A14. the login page constantly refreshes before I have a chance to complete the process. I also cannot login via desktop as it requires me to complete facial recognition on my phone.
My account withdrawl was blocked 48 days ago, i filled the details that they requested.
and i was told to wait 45 days, then 3 days.
and 48 days later the case got escalated to the “highest level of customer support at Binance”, and guess what was the reply ? the reply was “It can be from 1 week so several months”.
So basicly waited 48 days, and a shit ton of corporate bullshit replys, to finnaly get “It can be from 1 week so several months”.
and the same here in reddit they give you the “Our team will update you via Email whenever there is an update.”
that can be 5 min, 1 day or 1 year, same bullshit evreywhere.
and whene they gave you a time frame like they gave me they don’t respect it.
So my advice is keep your money away from Binance at any cost, there support system is just a bunch of corprate bullshit replys that get’s repeated again and again.
and if you have to use it anyway, put in the smallest amount that are okey with if you lose it.
hey,
im not sure if my information has been stolen or wether this is a scam, and i’d love to hear confirmation on either of those
i randomly got a text message from a number that defaults to Binance in my phone:
”You have succesfully logged in from Madrid at 14:27 wed 22 May. Call us on +442045260952 if this was not you REF/27625413”
now as far as im aware i don’t even have a binance account, i tried hitting log in on the website with my phone number but it says there’s no account found
is this just a scam message, or is there someone that actually used my information to make an account and if so is there a way for me to close that down?
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Case ID #121520134
my withdrawal has been blocked since January 4, 2024, I sent a request to unblock the withdrawal. provided all the documents that support asked from me. support promised to solve my case in 14 days. after 14 days had passed they said that they did not have a deadline for resolving my case. Binance support simply treats its users with disrespect, blocks their funds, does not set any deadlines for a solution, and does not name the reasons for the blocking.
at the moment I have been waiting for more than 4 months and have not received any answers from binance
Greetings, on 18.05.2024, my gmail address was hacked and my Binance account was entered through my gmail address and my assets worth 88 thousand dollars were stolen. I talked to live support about this, but they cannot help me. All my hard work for 2 years has gone. I am in an extremely bad situation. case id: #121878969
When I follow the wallet movements of the stealer, I see that he is staking on a staking platform. I request that this issue be resolved.
So my account has been locked for over 2 months and the support agent keeps telling me to wait and wait. I have like 25$ to my name on binance and i cant take it out. Can a real human with actual support permissions look into my account and fix it? I was asked to deposit 10$ on my account, you guys took it but my account still remains limited and i can’t withdraw anything.
Case ID #121274138
I heard about BNB is migrating from Beacon Chain to Smart Chain. No idea what that means but do I need to do something about my BNBs on Binance?
Hey, today after a long time creating my Binance account back in 2021 I logged back into it.
To my surprise they are 59$ in the Account wich I never put in there. The history doesnt show any transactions as well.
What I did notice was a Failed Identity Verification on the 2024-05-15 at 4am that I didn’t do!
I changed my password today and did the verification again sucessfully. But Still no Idea where the money in the account came from.
What can or should I do in my case?
Thank you!
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Man.. the referal mission is pure crap.. i refered like 10 pals and im 99,50% now for every referal i get 1% what im supposed to do? Refeer all mi city? You re giving away also the pizza day almost the same reward.. and you only need 10 referals? Its this a kinda joke or sth?
Hey, has anyone had any experience with Binance and trying to access transaction history after you have had an account closed/deleted? I eamlied [DPO@Binance.com](mailto:DPO@Binance.com) but want to know how they will respond.
hello, ive had a problem with connecting with binance servers. it all started about a mont ago where i used to be able to connect on my pc on chrome at my home. and when i would go to the office i could connect to internet and log into binance. but now i cant connect to servers at my home, so i was like whatever i tried to restart modem and pc but didnt work but i could connect to servers in my office, but not i cannot connect to servers in my office or home, i live in turkey, so please guide me on what i can do to fix this problem, the error i get is
# This site can’t be reached
[**www.binance.com**](http://www.binance.com) refused to connect. ERR_CONNECTION_REFUSED
I was a user for more than 5 years. My account was blocked on May 12, 2024, with a message saying, “Your trade and withdrawal functions are temporarily suspended due to a dispute regarding your P2P order(s). We apologize for the inconvenience caused. To ensure compliance with the Terms of Use and any relevant laws, we are currently reviewing your account activity and our CS agent may reach out to you for more information. Please note that this may take up to 30 days. If you disagree with our assessment, please select the ‘I Disagree’ button below and our CS agent will assist you as soon as possible.”
Binance blocked my account in the middle of a trade. I can’t sell my crypto now. The coins may lose value at any time, and they are not allowing me to withdraw. When I contacted Binance chat, they replied by saying that I violated policies and copied and pasted the terms and conditions for me. After a while, when I kept complaining, they blocked me from Binance chat as well.
Now, the only option I have is to contact law enforcement because Binance doesn’t have any physical offices, email, or phone support, and they are not registered under regulations. I see many posts on Reddit from people who have had their accounts blocked with locked assets for an indefinite period. Binance is blocking a small percentage of users with large funds to keep the money with them. These cases are not revealed to the public because they are not licensed and operate without a license and physical office.
Guys, this happened to me and can happen to you anytime. Don’t keep your funds in Binance because they have a way of blocking your account without telling you the reason. Even if you plan to trade a large amount of crypto for a short period, the risk of keeping those assets on the exchange is too high. Don’t use unregulated exchanges like Binance because the government can’t help you get your consumer rights.
I posted on several social media platforms with no success. I even sent posts on Binance’s CEO’s Twitter page in the comments. I escalated the issue on every social media platform I could think of. Beware, guys, one day you might end up posting here on Reddit like me. So, be cautious when transferring funds to unregulated exchanges. CASE ID 121965592.
https://preview.redd.it/qqs76wk9bd2d1.png?width=828&format=png&auto=webp&s=26e4539f212d2d9ad3fb66f0bfe6995df13820ba
How disable “btc dips below” and like this notifications? I dont want disable all notifications, because i need notification when got money https://ibb.co/VWrnNMM
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hey i have a problem with a store named maxswin , this store sell digital products like canva subscribtions , when i choosed the product and clicked in pay i took me to a hoodpay checkout , i choused to pay with crypto currency usdt throught binance , after i paid and i received an email from binance that my withdraw has seccusfully passed , i didn’t receive the product on my email also when i tried to contact both sellpass and hoodpay support i didn’t receive any respond what should i do.
why some binance account get facial recognition when login and some not
My withdrawals are suspended and customer service is extremely rude. I have been given no information on why it has been blocked but I was given a 21 day window for review which has now well passed. Why is this issue persisting and advising me to go to government agency and local law enforcement for help if I disagree is unacceptable. Give me my money…
Case ID: 120894185
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[Case#122225436]
Buyer used third party payment and I refunded to Original Source Account.
But The buyer does not want to communicate to the person who made the deposit(owner of the source account). And wants me to send refund to his own account so he can run away with the funds which is against Binance Rules and risking my bank account.
Please release my account OR let me know if I have to accept the third party payment and send assets to the buyer. If so, it will be on CS if ever that payment is reported on my bank account.
Thank you.
Why is this sub still locked down?
Can i use my account when traveling to different countries?
I received the following message, is it really from Binance?
You have successfully registered a new device. Not authorised by you ? Call us now on +442045668026 REF/53739735. Do NOT reply by SMS.
Case 122192372
your teams said manual transfer process will be done within today but still see funds never show up at spot wallet since my case start from 21-05 already been a weeks
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I messaged DPO@Binance.com a week ago and got a reply 3 days ago to provide me with my transactions history. They sent me an excel spreadsheets with my transaction history but they are encrypted with a password and in the email they said they would provide me with the password in a separate email. It’s been 3 days and I’m yet to receive the email with the password so I can’t do anything with these spreadsheets and i need to provide them for tax purposes. I’ve sent multiple follow up emails with no reply. Has anyone experienced this before and how long did it take between emails? This is the only crypto echange that has provided me with encrypted files for my transaction history which makes no sense at all.