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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Hello, case id 112577815
I’m waiting for 3 days that my instant withdraw of 300€ (fiat) IS credited on my usdt balance.
Paymonade IS on maintenance on the last 3 days, when will the deposit be credited please ?
When will the Binance desktop app be available to use in the UK again?
It has said ” We’re preparing this platform to comply with local regulations. During this process, please use the Binance web platform for uninterrupted access” now for months.
I miss the price alerts on the desktop app that are not available on the website.
Guys new FAKE deadline support team gives : Effective from 22nd Nov 2023, new EUR channels would be coming for user to use for all fiat related transactions: deposit/withdrawal/trade and etc
I’m unable to sell my ltc and can only sell BTC
I supposedly have 300 euros in my account. I want to buy USDT. Whenever I try to do it, the only options are card (paymonade), card, o google play. But I want to use the 300 euros that I have on my account. How can I do it? Why is the website so difficult and unintuitive to use?
I saw it. Some genious decided to put it under “others”. Genious/s
I tried to send a transaction of 500 USDT and my account got restricted. The transaction didnt go through. I’m sure there is a very good reason for this and my account is under review.
**I was told that it would take 10 calendar days, but it’s been 12 days now at this point and there is no response.**
I’m not asking for favors, just asking for this process to be expedited as it’s quite out of proportion that my whole money got locked for a 500 USDT transfer that did not even go through.
Case ID: 112522726
Happy to provide ANY material, document etc you might ask. This is my working capital so I can’t make money without this money.
How do I convert MATICUSDCE to USDC? I deposited some USDC over Polygon a few weeks ago which has now been assigned the symbol MATICUSDCE and I’d like to convert this to regular USDC but I can’t figure out how. I haven’t found MATICUSDCE listed in any trading pairs nor is it listed in the Convert tool and when I select USDC for a trade or conversion it tells me my balance is zero which means it’s not including MATICUSDCE in with USDC automatically. I’m assuming there must be some way to convert MATICUSDCE to USDC?
For the purpose of determining VIP status, are BNB balances aggregated across all subaccounts, or does only the master account balance count?
Still no EUR spot trade and no EUR deposit. They lie every day, missed 4 deadlines and keep inventing new stories about “technical reason”. I assume BNB average should be below 1 BNB and then they allow to. Binance is dead in Europe and they mistreat us. ID 112670702
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Hi u/BinanceCSHelp How can I please download my Withdrawal history of year 2021? Thank you in advance.
I have a couple of questions…
1. is it safe to give out your deposit address and memo number?
2. Adding bridge- before you address what does this do?
I was reading up about bridging will put it across blockchains but I don’t really understand it
Thank you
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Hello I made a tranfer (eur) to binance thru paymonade. Im waiting for a week and the money is not available. Can you please help?
Why I cant withdraw my money from Binance anymore?
How can I contact the moderator here? I just wanted to ask how can I post in this community. When I tried, it gave me a message that i am not allowed to post in here…
Case ID #110883106
Hi,
My account has been restricted for now a month and a half with the support treating me as if I was nothign more than dust. Cold answers, copy pastes all the time, no updates.
I used the binance card for all my expenses including my rent. As such i have been unable to pay my last month of uni rent and my uni denied me my diploma when they got wind of it.
Supposedly Binance is investigating my account, but i know i have not violated any of the terms of service and furthermore believe the support failed to transfer my case to the right service as it seems to me impossible that a case would take a month and a half to solve if anyone was working on it, even more knowing the transactions on my account.
Please if anyone could help to escalate the case it would be a life saver, I have experienced actual homelesness because of this. My family doesn’t trust me to handle myself financially anymore and as I am an exchange student, I have no one close by…
Any ETA on resolving the “We are currently unable to provide sell to card services, we are working to resolve this. In the meantime, please use the alternative sell or withdrawal channels that are available. Please find your available options here: https://www.binance.com/en/crypto/sell” issue?
There is no other option than fiat payment wallet – how can one withdraw the money once the crypto is sold?
Thanks.
Hey, CASE ID#112794385
I Sent funds trough Paymonade and didnt arrive. Already sent proof on binance!
If you could help me please, thank you
Hello guys, case id #112790494 here. This afternoon I receive a payment to *my binance address* but on Polygon zkEKM network, which is not supported for binance, Ive got the transaction hash and everything, anyone knows a way to retreive those tokens?
I am in Japan and almost all of the P2P sellers have disappeared. What happened? I dont want to do the new verification procedures if i cant even trade with anyone.
PNL of positions in futures stop being updated in real time after a short time. I’ve missed out on many opportunities to take profit because of it! Is this a bug that you introduced recently or what?
I sent an immediate transaction of 500 EUROS to my Binance account but it never reached it. I went to check and confirmed that Binance had just suspended Paymonade as a possible fiat deposit method and the transaction didn’t go through. I opened a case on Binance Customer Support, the case ID is #112518415 and it was opened 7 days ago.
Since then, of the more than 10 people who have responded on the case when I ask for updates, all told me the same thing: “They’re very sorry that this situation happened to me”, that they “escalated the situation to the responsible team” and that they are “waiting for a response”. When you ask them about who is the responsible team and what they do, no one can answer. I’m still trying to understand if these are not indeed chatbots.
They also explained to me “I would like to highlight that when a payment method is introduced, there is always a payment provider involved. It is not solely operated by Binance.” to which I replied that “I’m a Product Manager for a fintech company which does online worldwide payments of any type and I am sure that I’d already solved that issue which is the reason why I can’t understand why you’re taking so long to provide a simple answer to it. We take less than 2 hours to solve problems like this, you all took one week already and didn’t provide me a straight answer to why is it taking so long.”
Having said this I have to highlight that I’m a very old client of Binance and things like this never happened to me before. Now that they did I cannot be silent about this customer service which has led me to new levels of frustration like I never imagined. This is not acceptable and the support is indeed very sketchy. It doesn’t provide any feeling of assuredness and it seems like no one really cares with our problems.
I must say these people are not very good at what they do and they should be ashamed of this not acceptable level of service. I don’t even know how Binance is hiring this kind of professionals.
I’m not asking for favours. Just a bit more professionalism. To have a Customer Support team which is not able to answer any questions is worse than not having any. Simple advice.
Case ID: #112518415
Happy to provide ANY material, document, or bank statement, you might ask. Ty
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https://preview.redd.it/34mj82y6fy0c1.png?width=1080&format=png&auto=webp&s=2ebb174e54e6ddb62da9d0275788dd22d9233acf
I’m in Australia- I tried to log in today and I keep getting a message that “service suspended for restricted currencies”. It says I am trying to access from a U.S. I.P. Address? I’m not, I’m not using a VPN. I am in Australia. I can’t see my balance, what is going on?
Case #112707964
I did sent a deposit via paymonade 09/11/23 but money never arrived. It’s been 10 days and your support keep telling me that you are on it. I need a refund, it’s NOT YOUR MONEY for Jesus name
Heya!
Case ID is: 112852592
I tried buying Crypto via a Debit Card, which sometimes works and sometimes doesn’t – setting this aside though, when it doesn’t work it get’s refunded instantly, within Minutes if not seconds.
After this Case I even asked my Debit Card provider (Revolut) in this case, they told me to contact you, so that you could mark the Transaction as declined instead of failed, so that it would be instantaneous. I am not sure if you can do this, but out of experience this is usually how it works.
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Could you please check this again and potentially mark the transaction as declined?
I dislike it, that my money is being held captive against my Will.
As Revolut is handling refunds 24/7 aswell as Transfers… This is something that fails on Binance side.
I would love to get help on this, thank you!
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