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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Could you please follow up my case.
Details can be found here…
[https://www.reddit.com/r/binance/comments/10himco/my_account_with_xxxxxx_balance_has_been_blocked/](https://www.reddit.com/r/binance/comments/10himco/my_account_with_xxxxxx_balance_has_been_blocked/)
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https://preview.redd.it/0ury3dafwhna1.jpeg?width=720&format=pjpg&auto=webp&s=d1b9a38bfb3b9e23311a1803d6932f7ab3adcd57
I have created a new ticket ID 101830205 , but I am still having the same problem, no one is answering or transferring me from one person to another without any help.
Estimate reply time passed long time ago .
Please forward my case to person who can take care of my case – because I sent all my documents several times and my proof of wealth was already approved and after problem with your system all process started again from beginning but nobody have asked me anything or tell me what is happening
I requested to delete my account and personal data using standard form on Binance app. I sent all requested information and personal documents. Today my request was rejected 🙂 Reason of rejection: solve your issue before deleting account. Check screenshot. First of all I was banned without any reason and notification (ban reason is not explained for me) is it a secret? Secondly after this Binance rejects my request to delete my account and personal data after I provided all requested personal info. Is it joke? What is your goal? I will not stop and I will do everything I can to solve this insane.
New case ID #102009839
For search: Binance blocked account without explanation. Binance doesn’t delete account and personal info
https://preview.redd.it/er8xdhh4swna1.jpeg?width=1284&format=pjpg&auto=webp&s=c2b56a6fa935f9c1396d1c1729ac7daafeb49a85
Should we be concerned? zero assurances in the recent email to UK customers???
https://preview.redd.it/3t829yrzu5oa1.png?width=1274&format=png&auto=webp&s=80484264a1aaec34bc983f4013e814e48c7e8e74
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*”We regret to inform you that our GBP fiat partner, Skrill Limited, has informed us that it will stop offering GBP fiat services, namely deposits and withdrawals via Faster Payments and card, to Binance users.*
*The suspension of GBP deposit services will come into effect on May 22nd, 2023, and any GBP deposits made after that date will be refunded within 7 working days.*
*We will provide more information on the suspension of withdrawal services at a later date.”*
I spend mine and also they said nothing,they are scamm
Hi, I see that old support thread not active so I post here again.
Hello, I have a huge problem with binance support team. First ticket id 100415793, last ticket id 101809035
It started more then a month ago, that I cant withdraw due to security risk ( **100415793** first ticket please check this its important ). In this ticket they asked to verify account agian ( I did this ), then I make video with text and holding document in hand. After that they asked for deposit video, I told them that my bank account was closed, I moved to another country and that impossible to do. We agreed for bank statement showing my deposit, I sent this statement, then about 2 weeks waiting I finally got message on my mail :
**Thank you for your support of Binance.**
**We conduct periodic account maintenance evaluations in line with our Terms of Use.**
**Following a recent evaluation of your account, we are writing to let you know that we are unable to continue our services.**
**You may fully withdraw your funds, before 2023-03-14 00:00:00(UTC).**
**Afterward, your Binance account will be permanently deactivated.**
After that message risk control error dissapeared. I was very happy that suffer finally ends but that was only beginning. I put my usdt on withdrawal was waiting 20 min after that and guess what, same error again (risk control). And again I need to describe all situation, I described situation to 3 or 4 agents becuase they changing every time. Ok, I made new video with text and document at hand, fill the appeal form 5 of 6 (accepted). But they asking me for a video of deposit again ( with previous agent we agreed for statement cuz its not possible to do and they closed account and let me withdraw). I dont know what to do, I have 2 days before closing. It looks like you trying to play time before account got closed and I never be able to withdraw my usdt. **101809035** this is my last case with different agents where they dont understand me ( sorry for bad words in this case, cuz Im panic and thinking that binance try to scam me ). Please close my account (again) and let withdraw. Hope this situation will be resolved soon even though I dont believe anymore
p.s at this moment have only 8 hours before closing, still no replies
Please help. Opened my Binance while living in Australia..moved back to states. Says I can’t access my original app in my location. Download the US version of ap. Despite trying to use same email login and password Binance.us does not recognize my original account where all my coins are saved.
Email verification not working properly.
I have a new phone and I am trying to get the app working and also change my google authenticator. I can log in on my PC using the email verification code, but when I try to use the same to either unbind google on my PC or to log in with a new device on my phone – I get sent the email code, but then it wont work. The submit button stays inactive / wont submit.
I have tried many times with both to no avail. I can still use Binance on my PC but cant access the app on my phone or unbind the authenticator from my old phone to use with the new one.
What am I missing?
Unable to complete KYC. After support request my account banned and restricted instead of solving my trouble.
No possibility to trade and use my account now. This situation looks like a joke.
Help me to solve problem. I can’t use service due to unknown reason. I will write you every new day until you will not solve my problem because I didn’t do anything to be banned or restricted. Just reset KYC if you can or delete my verified account and I will go through verification procedure again. I need to change my region to current one. I can prove it any way. I have local government documents and address proofs. Just do anything for me to continue use service. No any result after using Binance app support.
I hope Reddit will help me. Otherwise, everyone will be able to decide for themselves whether to use this service or not, because you can be banned and restricted at any time without explanation for requesting any account assistance.
Case ID #101958458
Thank you
My appeal (P2P order number 20466441021828079616) shall be resolved 4 days ago by refunding my money by the seller, (support requested to do it for the seller, but the seller refuse to do it). I’ve escalated it a few times without any result. It is sad 🙁 And there is no action from support at all for all 4 days.
Hi, what is the best way to withdraw funds to a UK bank account when I can’t directly withdraw to my bank?
Hello,
Case ID #101376430
Literally noone answering for 7 days already!!
[deleted]
Case ID #101962436
My card can be used to buy crypto, but an error shows when I try to sell it from the same card. I already used this card to buy the crpyto initially
Binance support told me that I need to make another purchase with the same card in order for me to see my card in the sell crypto function. I made another purchase succesfully to which I then couldnt sell crypto from the same card.
Hello,
my Case ID is #102039149. I cannot login due to 2 authetificate, but I cant verify it. What should I do?
https://preview.redd.it/d2buo7vz50oa1.png?width=485&format=png&auto=webp&s=6b2266a46b12ec61e66b46cdaa38a8360fb63766
Hi, I just discovered that as someone in the US my old Binance account has been suspended and I’m not able to view my portfolio. It is giving me a withdrawal option, but it looked like it’s just for my BTC and not my other holdings. It’s saying I have only 6 days to withdraw my funds or they will be locked permanently…
How can I withdraw everything, not just my BTC with the “one-step withdrawal” feature? Or is it possible to create a Binance.US account and just transfer everything to there? I’m unable to find any helpful information pertaining to my situation via the website’s chat bot.
Hello, I have issues with depositing crypto. I don’t yet have a case ID because I couldn’t find any relevant option in a support chat.
Basically, every time I deposit crypto to Binance from my non-custodial wallet, the deposited amount get frozen for 24 hours.
When I inspect my balance it says “Temporarily frozen amount. Please try again in 24 hours”.
This has already happened to me 2 times.
Other centralized exchanges don’t do this. Is this the default behavour by Binance, or is something about my profile that triggers risk controls?
I apologize again for missing case ID, just wanted a general clarification, if possible.
Thank you in advance.
Is anybody facing the same problem? I have been trying to open binance app for last half hour, but the app remains stuck on loading the biometric verification page. The app is updated, so is the android.
So, I’m an old dog and don’t exactly check my Binance every day. Last time I used BinanceUS was about a year and a half ago when I transferred a variety of meme coins over from another Binance account I had. I’ve kept written lists of these transfers so I know I’m not going crazy. When I logged in recently, about half of these were completely unlisted in my wallet, some just simply reading a balance of zero. I have zero withdrawals, no log in changes, nothing malicious, have emails of literal confirmed deposit received into my BinanceUS of these funds I sent since then.
Some of the coins for example were Trust Wallet, FTM, RSR, TRX, RNDR, etc. I know that from time to time airdrops expire or you need to move them off Binance or else you’ll lose them, or certain coins just go unsupported. I got zero emails from BinanceUS for FTM for example, which is still listed on BinanceUS for trade (to my knowledge) so it’s not like that got removed but all of my FTM is completely gone.
Am I missing something with the new UI that lots of coins missing would be under some different menu? Or is this more Binance fuckery I was just asleep for?
What is up with the app today? I can’t log in and afterwards the app is stuck in a permanent login loop. I close the process and the damn app opens itself after a few seconds. Even restarting my entire phone doesn’t help, the damn app starts itself only to get stuck on a grey screen. What is going on?
To long story short:
I’ve tried to buy USDT on Binance (order number 20466441021828079616, support Case ID #101972281). Payment had been done and the seller start to request a lot of personal data like address, phone number etc. I don’t want to share that data. So I’ve requested a refund payment or release USDT. The seller does nothing, thus an appeal had been created. It had been created on 7th March. Support requested to the seller make a refund as well, but the seller just ignored it, support asked again and the seller ignore it as well. So… support asks about a refund for 9(!) days. And my question to support “how much time it could take?” are answered something like “We gave the seller additional 3/6/9 hours, let’s hope he answers” without any timeline.
So be prepared that appeal on Binance could take… well.. who knows how much time. Hope it will be resolved in a month or two.
ID:379612860 / case ID#102045031
https://preview.redd.it/mogztkkuk9oa1.jpeg?width=1080&format=pjpg&auto=webp&s=74a1cb52ffbc5f6a60fcf6ea5131b7254b329108
i have tow echoes services not available and error code (9999)
Case id 102050653
I have used binance about 3 years. I try to secure my account, so i use yubikey + sms + email withdrawal protection. And i trusted the binance, so i kept almost all my money there (yes, i was really stupid). It need to say that i am from Russia, but after war i relocated to Indonesia. So my account fully verified as Indonesian via documents. I have bought crypto only on Binance, so i havent got illegal money or something like that.
3 days ago i tried to send usdt to the hardware wallet, that i have sent before. Binance showed error that withdrawal suspended on 24 hours. So i decided to wait. After 24 hours i tried again. And had the same error.
So i decided to contact support service. They answered this:
Thanks for your patience and contacting us. Your account is under review by the specialized team and they work on the solution. Before activating all functions we are checking each case carefully. This verification can take up to 30 business days.
30 days. No explanation what is the problem. When i tried to know a little bit more about the reasons they just said that Binance can take all my money without explanation…:
We would like to remind you that by accessing Binance services. you agree that the company shall have the right to immediately suspend (temporarily or indefinitely) your Binance Account and any accounts beneficially owned by you or any related entities or affiliates. As well as to freeze or lock the Digital Assets or funds in all such accounts, and suspend your access to Binance for any reason including if Binance suspects any such accounts to be in disobedience of these Terms of Use Policy, our Privacy Policy, or any applicable laws and regulations.
When i try to withdrawal money now, i just see the error rw00302 withdrawal is suspended. So i just dont know what to do — Binance blocked all my money. Does anyone have any advice on what to do in this case? Is there any way to speed up the process?
Case ID: #102116646
I just woke up and received a notification that my card has been used to make a purchase of 600 AUD on a service named “ADS GYMPIE” a service that i never subscribed, bought or heard about before. I am from Portugal, and this purchase was made with Australian Dollar, it was clearly not a purchase done by me. I would like to know if there is any change I can get a chargeback on this value. Its so unfair, its money that I need a lot, and I cant do anything about it, I am always so careful where I put my card data on, and still this happen. Can somoene tell me if I will get the refund?
Fraudelent Transaction ID: **119747060**
Hi
I want to be able to see a date where I converted my ETH into BETH for the eth 2.0 staking (tax purposes). This was done in 2021, so the binance statements can’t track it since it’s over 12 months ago. Is there another way I can find it? Can I perhaps track my conversion using my beth or eth adress somewhere?
Has anyone already experienced a ” **Sell to Card Failed** ” ? I wanted to sell an asset to Euro but it failed and I was not said why.. Instead Binance converted this asset into BUSD..I just would like to understand why this could happen so I know what to do in the future? Thank you
Hi,
The latest android app 2.62.0 just immediately closes after opening. Tried clearing cache and storage of the app and also rebooting phone.
Was working fine up until this version
Is there a way to get entire trading history from last 5 years as an old / unverified user?
I can also seem to get the transaction history. But not trades on the exchange. Eg. BTC to ETH. Etc.
https://preview.redd.it/8xjx2p0e5uoa1.jpeg?width=1080&format=pjpg&auto=webp&s=52a32ed2aba510250fe6f57ccaa099fc16b15807
I hope that you will solve this issue
Is Binance active on Reddit page related on law enforcement reports ?
It’s not good for biznase
Hi. I can’t find a way to create a ticket and I’ve already tried using your
**Deposit Status Query**
I’ve mistakenly sent ETH from zkSync to one of my Binance’s ETH addresses. I want to recover it.
Here’s the TX: [https://explorer.zksync.io/tx/0x24d3cc7acbfece11df5b7f9a18932d535230d27e5dd71d579c7753e6ac9e938b](https://explorer.zksync.io/tx/0x24d3cc7acbfece11df5b7f9a18932d535230d27e5dd71d579c7753e6ac9e938b)
Cheers