Binance Support Thread
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.***
Case ID: 102852157
Hi please sort this out. I’ve been waiting for 3 days for this to be resolve. They said I failed verification because of i didn’t put the correct net worth and annual income but the document I sent is good. However when I try to do it again it’s just stuck on this page l. Nothing is happening when I tap try again. This has been ongoing for 3 days just because of this technical issue.
They always ask me to wait another 24 – 48 hours.
https://preview.redd.it/5ox02iet3ura1.jpeg?width=1080&format=pjpg&auto=webp&s=94a319e4992fce6af8da44c82762b3eb0e2c3d73
Hello, I am trying trying to use the taxes API in my original binance account before my access expires in 4 days. However, it says this service is suspended for me. When I try to export my trades/orders I get empty csv files that are 0 kilobytes. I need to get my data so I can do my taxes, thank you!
Hello. I’ve got long story issues with my account. ID case : 100689833. I will try to explain it shortly.
It started with the fact that I could not log into my verified account. After contacting support it was explained to me that my verification is on another account and offered to restore my access to it. I agreed and we proceeded to verification. I sent a lot of videos with the documents in hand and uttered a phrase in the instruction to change my e-mail in a verified account. In the end they didn’t change it. I’m writing here because I’m tired of explaining the same thing to the tech support in the app. I really hope you can help me to get my verified account back. I have attached the case Idi, with all due respect Michael.
Case ID 102872588. Please delete my account. Your software is as buggy as coinbase and crypto.com, I don’t want to deal with that steaming pile of shit.
I have issue where my coins are flexible staked automatically despite i dont have coins which i flexible stake let alone activating the automatic flexible staking method.
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Hi question about the extension wallet
I lost all the data on a device and although I can connect to my binance account I am not sure if I can somehow recover my old extension wallet since I had some coins in there and I just have the password.
Hello, i have my money on my alipay account. However i am not chinese citizen. Whenever i tried to buy usdt using alipay method it says i cant buy it due to region restriction. Is there any solutions to my problem? please help
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ACH payment processor problem on March 18/19? We demand a solution and ETA for USD withdrawals being sent to our banks.
I am one of the unlucky Binance.US customers who withdrew USD on 19 March. My Binance account says my withdrawal was “successful” but it was anything but that.
It has been over a week and the USD has yet to be sent to my bank. This smells of a rug pull.
I understand there is a problem with Binance’s payment processor but this needs to be sorted out immediately. If they fail to credit our bank accounts, they have lost me as a customer forever and I will work hard to make sure nobody I know does business with them.
Hello! I have around 80euros on my German phone that i wanted to deposit into Binance but for some reason in my region Germany isnt available in the Mobile top-up menu. So i was wondering if there is any way to this, maybe use a third party ?
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Hi, I wanted to check for my BNB in my Binance account, I should have about 9 BNB but I cant find them! The Wallet overview shows me that most value is in the earn section, but when I go there I cant find any BNB… Same goes for the fiat and spot section. Any idea how I can find my BNB?
i transferred 30usdt from my spot wallet to my futures wallet , but i only receive 15usdt from my futures wallet ? why’s that, isit because i have a cross and isolated position open or how does it work ?
It’s just all Bots…not the same interaction..
I’m a little confused about the recent activity around BUSD. Does Binance still offer zero-fee spot trading on select trading pairs?
If so, are there plans to discontinue this in the near future?
Where do I fill in the assessment for Futures trading on Binance?
Dear binance team, please be informed that my assets are blocked already 3 month. i was told several times that investigation is done and i would be able to withdraw my money (which i credited by bank) but you don’t fulfill your promises. i cant wait anymore, am already broke, please someone help.
case id :101795172
https://preview.redd.it/r77lrulwyuqa1.jpeg?width=622&format=pjpg&auto=webp&s=348b2314748c2e301aaa15b25c4a4df99a60216e
Hi, I sent ETH to my binance deposit address but it’s on Arbitrum Nova not Arbitrum One. I tried making deposit appeal but I think the Costumer Service didn’t know that arbitrum Nova exist and just said they couldn’t find the transaction. Can you help me? would be greatly appreciated
“Risk control is extremely important”
Since when? 30 minutes after the CFTC complaint dropped?
I went to withdraw my money today and all it said when i did it was (CAPITAL_WITHDRAW_USER_ASSET_LOCK_DEPOSIT) on the transaction status
i went to the support and they said i need at least 2FA methods in my account for security but i already have it {i have 3, telephone, email and autheticator (I did the autheticator today) } and i have no opition to ask how i can solve it, is this i bug or something? PLEASE dont make me ask the online bot he simply doenst have this option
Any updates on the [announcement](https://www.binance.com/en/support/announcement/binance-temporary-system-maintenance-complete-2023-03-24-813a31506e9f478ea8c1058b425df87a) regarding suspension of trailing stop-loss orders?
>Trailing stop order will be temporarily suspended until further notice. The existing trailing orders have expired automatically.
When I’m trying to place a trailing stop-loss on BTC/BUSD pair it still says the pair is not supported. I suppose the order type is still not back yet?
Please help. This is an emergency. Someone have created a Binance account in the name of my mother. I don’t know who to talk to. I’ve tried to contact to Binance in Facebook but they don’t answer. Please Binance contact me, for the love of God. They have steal a lot of money from my mother. I don’t know how to contact Binance. Help me, please
I have some USDT staked and noticed that about a month ago the daily rewards went down a lot. There’s no way the current rewards I’m getting will amount to the advertised 3%+ of interest.
Did a change occur in the past month and maybe the 3% advertised should change? or could there be something wrong with my account?
This morning my balance was going up because of XRP. The rest of my coins were showing red. Now with the rest of my coins showing green and my XRP still up my balance is falling? Should it not be going up and not down? There’s been troubling information in the news about Binance. What assurances do we have this isn’t going to be another FTX?
Getting the Binabce card as an Argentina resident is impossible.
They give you the request button, then the message “You will receive the result via email in 5 days.” stays forever.
For the first seven times, they told me that the system doesn’t accept my selfie. Last time, they told me that the provider’s internal policy is against me.
Quote from support “I know that you have provided all the documents, but our issuing partner has advised us that they are unable to offer the Binance Card to you based on their internal policy. We don’t have any other information I really sorry that you’re experiencing this”
They are unable to say what internal policy.
What’s wrong with the Argentina Binance card provider?
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I’ve been trying to submit my source of wealth verification for over 4 months. I have given over numerous times sensitive documentation and every time my application is unsuccessful. What the hell am I supposed to do at this point? I have nothing to hide I have done everything by the law and I am absolutely fed up with the process
Hi, it’s a nightmare to find on your portal the button to open a support chat with a human operator (I don’t want to deal with a chatbot).
Where can I find this button?