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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So I just set up my Binance account and credited it with Bitcoin. Can I pay someone else from my Binance account in Bitcoin? Am a noob at this and there doesn’t seem to be a way to do so.
Bought monero without realizing it’s gonna be delisted in a few hours. What happens to the amount that I can’t withdraw because withdrawals are currently halted for Monero?
Did I just lose all my money?
My friend in the UK is still holding BETH. However, the UK regulations means he no longer has access to Earn platform to redeem his BETH for ETH on a 1:1 basis. Is it still possible for him to redeem his BETH or will he now have to trade it for ETH on the spot market?
Somebody sent me USDT with the binance logo on metamask. How do I transfer it over to my binance account? I’m a complete newbie and it doesn’t seem to be as straightforward as sending USDT with the Etherium logo on it. I apologize for the noob question.
https://preview.redd.it/bmws976ngumc1.png?width=205&format=png&auto=webp&s=0ed62357b636f978ae9e16a032c901ba1708d83f
Web3 wallet isnt letting me withdraw to spot wallet
I wanted to test out web3 wallet so i deposited some usdt and eth. It is not letting me return it to spot wallet due to “insuffucient eth” i have eth in my wallet to use as the gas fee. As for the withdrawal of eth it says “insufficient bnb” why is bnb involved when im trying to withdraw eth?
Can any body guid me how to use binace
My account has been frozen for an unreasonable reason. They say the review is required for my account’s security, but it’s already been 1 month from it was frozen and I can’t believe how and why they do this to me.
And what I tried was to just sell my BTC long position. There was an error when I pressed the sell button so I tried to push it again and again and my account is locked.
I tried to chat with their CS team but they do nothing to this problem. I doubt they are being lazy and exactly do nothing to solve this problem.
They started sending me the same message like spammers. more than 4-5 times they are just sending same messages to buy time.
Still there is no contact, no update at all, 95% of their answer is just copied one. Even 95% of their chat is just same copied one but it requires more than 5 minutes to get their each answer.
I followed your chats but it said the review requires less than 14 days, after 14 days they said it requires max 30 days, and after 30 days now anybody of them don’t know when THE REVIEW ends. So it might not end till I die.
(These are some copied messages they frequently used:
# 1:
Dear Binancian,
We understand your frustration and concern, at this point in time, the account is indeed currently under review, and we are not able to share any details regarding the review at this present moment.
If there is any information that we can provide to you, we will do so at the earliest convenience without hesitation.
We are counting on your patience and understanding on this matter
# 2:
We understand your frustration and concern, at this point in time, the account is indeed currently under review, and we are not able to share any details regarding the review at this present moment.
# 3:
Should there be any additional information that we are able to provide, we will do so without hesitation. We are counting on your patience and understanding.
# 4:
Should there be any update, we will make sure to contact you without hesitation.
)
Today they say close the chat and they will send the update via e-mail, but I can’t believe this at all. I sure if I close the chat then they wouldn’t send any e-mail to me for more than 4 years.
Case ID #119665764
After **47 days** of having my case escalated “to a special team,” and bringing it up over and over again, there’s still no resolution and **zero transparency about when you’ll release my money.**
**Your team threatened me** in the internal chat that **either I chat with the scammer (anti-money laundry KYC laws violator) directly or I don’t get my money**. I chatted with him but he’s refusing to collaborate or give me what I asked. He’s also asking me to provide him more personal information. **Do you still think it’s a sane ask to force your customers to collaborate with legal criminals?** Why can’t you communicate with them? **What’s the point of your p2p platform if your customers are fully left on their own when there’s an issue?**
Your team mentioned the following 6 days ago on the ticket:
>Dear **seller**, we are still waiting on you to provide video proof, please provide this within the **next 6 hours** this is a **WARNING**, **if we still do not receive any response and valid video proof from you after this time, we will release assets to the buyer and we will not be responsible for any potential loss**. Thank you for your understanding.
**Could you explain why does your team keep giving promises they don’t deliver on?** This is the most disrespectful customer service experience I have ever had or heard about.
You’re still holding my money for zero legit reasons – I dare you provide me one. I provided you with all the evidence you requested that proves I sent the seller the money, and he admitted receiving it. The fraudulent seller failed to provide a single evidence.
**If you want to be extra nice to criminals, give them YOUR money, not YOUR CUSTOMERS’ MONEY.**
**When are you gonna release my money?!!! Why not immediately? Stop telling me you appreciate my patience and** **just give me a straight answer for once****.**
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Case ID #116121709 and then #116767339.
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Binance Fiat withdrawal did not arrive after more than 1 week
Transaction / ORDER ID: 04453156338269923328021142
I have already made an appeal and got this answer to my mail:
We have reviewed and approved your appeal application. Please check the details below.
Transaction Details as follow:
OrderID: 04453156338269923328021142
Currency: EUR
Amount: 40.00000000
Transaction Date: 2024-02-11 19:56:17(UTC)
However, I have still not received my funds!
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Cannot deposit or withdraw money on Binance, not letting me add payment asking for verification when it’s been completed already, when I try to verify again it says completed and getting stuck on that page.
Case ID #RCM361018
I need help converting Beth to eth
Hello. I hope this is the right place to ask this question. I made a binance account back in 2017. Bought some crypto and eventually totally forgot about it. No longer have the email. I’m wondering if I can provide my name, social, bank information, driver’s license number if there’s anyway my account can be recovered?
Is Binance really going to be banned from the Philippines soon, as the country’s SEC says? Will you give notice to your Filipino customers to withdraw their funds before that happens?
It’s been six weeks since Binance suspended my withdrawals (“Your withdrawal function is temporarily disabled as part of our ongoing monitoring review to comply with local regulations and to ensure your account security.”) and asked me to wait 14 days for resolution.
I raised # 116250175 and didn’t get any ETA.
I have contacted customer support again and raised # 117102115 but they still will not give me any ETA.
Can this please be prioritized?
So, things just got a little confusing for me! It seems Binance is facing restrictions in places like Australia and the US, but are we, totally locked out? Or can we still use it somehow, like transferring funds to our own wallets?
For instance, could we move our crypto from Coinbase to Binance and then back out again? If that’s cool, it kinda makes me wonder why these bans are even happening.
Speaking of which, Binance says they’re all about playing nice with law enforcement, even having a dedicated link for it. But then… bam! Bans everywhere. How does that work?
So, Binance team, what’s the deal? Are you guys working on getting unbanned sometime soon? And the whole “banned countries” link on your website isn’t super helpful tbh. Are there other platforms you recommend for people in these situations? What does this link even mean [binance.com/en/country-region-selector](https://binance.com/en/country-region-selector) ??
It feels like things are getting more complicated instead of simpler, and that’s not exactly the crypto dream, right?
Hi, i was wondering how effective is the appeal process in a P2P transaction, because someone tried to appeal on me because i didn’t released the crypto after he or she tried to scam me with a fake transaction, saying that he or she did send the money (i didn’t receive the money) and refuse to send me a picture of the actual transaction.
Case #116581660
Hello. I am wanting to purchase PORTAL when it releases on BINANCE. Is there any token/coin in particular I need to purchase before so I can swap it to Portal? Or can I literally just swap me ETH or BTC to PORTAL when it comes out?
https://www.binance.com/en/support/announcement/introducing-portal-portal-on-binance-launchpool-farm-portal-by-staking-bnb-and-fdusd-0620f90f55f2420b89158808380b6c9d
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I have been using Binance for 3 years with no problems whilst being verified. Around a week ago I installed the app on my new phone and logged in so I could sell my crypto at the ATH. I was then asked to verify my account which was fair enough.
I then attempted to verify using my Passport alongside proof of address, at which point it kept failing with “N/A” as the reason for this.
I have since been speaking to Customer service for the last 6 days, during this time they have told me that for some reason, the department behind the verification process has decided that my account cannot and will not be verified now or in the future, with no explanation on my. Confused and angry at this as I have never done anything wrong, I have attempted to argue the case to no avail, at which point they have told me I should still have the power to withdraw my crypto.
I have then attempted to withdraw my coins into my coinbase account, at which point I cannot pass the facial recognition as it shows and error stating I must complete the KYC verification to proceed, and when I try on the mobile app the continue button just appears greyed out with no way to continue. I have raised this issue with CS who then told me the “Senior Team” would review this and come back to me within 12-24 hours. After 3 days of being told to wait even longer for an answer, they have told me to try and verify my account again from this senior team. Upon attempting to verify, I am still failing the verification process with completely legitimate paperwork and documentation as necessary (I have verified before so know what I am doing, also helped my wife get verified).
I am now at a standstill waiting for the team to update me on why I can’t verify yet again, it would not surprise me that the answer is that they cannot verify my account and need to withdraw my crypto, however as explained above I cannot do and believe I will be stuck in a vicious never ending circle, destined to never get my crypto back!
If there are any Binance employees who can see this and try and get this pushed as I am at my wits end of speaking to CS for 6-8 hours every day for almost a week. I have spoken to 20+ reps and I am no closer to getting access to my crypto. PLEASE HELP ME.
CASE IDs: 117024347, 116924238
I just made an account and I can’t deposit USD into it. Every time I try to deposit it say that I need to go through verification, I already did that. But I click “verify now” anyways and it says that I’m verified and everything is updated, only to go back and say that it needs verification. I’ve closed the app, I’ve logged out, don’t know what’s going on.
There’s a crypto trading team that trades for you. I want to join them, but they ask you for your email and password so they have access to your account. They claim that they cannot withdraw any money from your account or send it to another account because the app will ask for the face ID, so your money is safe in your account. Is that true?
Case ID: ZhvkONrniqT3eINlNiqK
**I tried to deposit my $250 worth of Celestia $TIA in binance from my Keplr wallet, complete with the right receiver address and memo thru IBC**, the transaction was successful. With the TXHash as proof but its been days now and I haven’t received it yet on my binance wallet. I went over with osmosis to ask for help and they said the transaction on keplr was successful and I should just ask on the binance end. But when I went to binance and filed for an appeal for 2x already, I also sent the Tx Id for proof but they said: “This transaction cannot be found on the blockchain.”
What should I do?
Previously: Case ID: OiJtnKf1fUyptudY4rbX and Case ID: sPkgDeETnFMdxgrjhEKS
which was rejected because apparently TXHash was not existing but it can be seen in [mintscan.io](http://mintscan.io)
XMR withdrawals are still closed, when will they open, time is ticking and the end is near. How long will there be problems?
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Hello,
I have just one question.
In my lead trader portfolio I can see some tags “10-20x laverage” etc.
But there is also tag which I couldn’t find any explanation for.
It is tag with man, some number (I’ve got 7 now but was 5 few days ago.) and star. All at one tag.
I just wonder what it might be, because I couldn’t find in any other’s portfolio.
Thank in advance.
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**P2P Payment Methods issue:**
I been trying to add **Revolut** and **Paypal** as **Payment Methods** on **Binance** without any luck, they’re not showing up in the list of allowed payment methods. Are they banned in **Binance Europe** at all? I am from **Spain**.Thanks in advance