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.***
Thank you!
I’ve had notifications, emails and texts telling me to verify my account over the last week. I was already verified before this but it seems to have changed. The app says I am verified but I still keep receiving emails/texts etc, even had one today that says I am now limited to withdrawals only until I prove my identity. I have used both my phone and laptop to attempt to verify with both not succeeding. Getting a bit bored of this now because I’m not sure what the issue is. Is anyone experiencing the same thing as me? Or know if Binance are currently having issues with this?
Binance has suspended withdrawals on my account for “abnormal activity” and giving no reason. 200K locked in the account!!!
Case ID number: 84886266
Hello, hopefully people will upvote this so I can get help immediately. My dad recently was diagnosed with cancer and needs chemotherapy which is extremely expensive and I have to pay for it all because the insurance isn’t covering it. I had to withdrawal all my crypto to my bank so I sent it from my ledger to my Binance account to do so.
Keep in mind, my account is fully KYC verified and I’ve done other transactions on this account in the past so I never thought there would be an issue. So I sent all my crypto to the Binance thinking I can easily withdrawal to my bank to pay for the cancer treatment. When I went to withdrawal, I got an error basically saying that withdrawals are suspended and that I need to verify my identity again.
It prompted me to do some facial recognition thing which I did, but continued to get error messages every time I tried doing it. I then opened up a chat with support, and they told me that it was failing because there were multiple different people trying to do the verification which in reality their system is probably not even working.
I don’t even know what to do at this point because they are now asking for a bunch of things such as the other people who tried using their face for the facial recognition but there is nothing to show. They just locked my account with no reason and because their system is failing.
I’m lost right now and I’m the only person who is able to pay for my dads treatment and I’m at the mercy of Binance right now. I’m praying someone from Binance can help me out in lifting this restriction asap because this is a very time sensitive situation. Please upvote this to help out. Thank you!
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When are LUNA withdrawals going to be enabled again???? It has been a day
Hello everyone! Wana share my story! Im an old Binance user and also a Binance Broker with my company! Have the same issue with verification! I have done all photo id selfie proof of adress etc ages ago! Didnt checked for long time also popups came verify your acc but all green so why…. than i recived verification failed and im not alowed to use my account suspended to withdrawal only! Dont get it asking the support whats happened what i missed or did wrong…. answer … you violated the T&C and you already flaged red so we wont help you and not alowed to tell you anything else what was the problem! Whats the solution what i need to resend or anything to get my account working again? …Sorry there is no solution for you on this matter!..
I JUST WANA ASK ARE YOU FOR REAL? WHATS HAPPENING HERE! GOT A CARD ALSO REFERALS AND HOW I BRING NEW CUSTOMERS FOR A SERVICE LIKE THIS!
This is insane! Repair this because is all about your misscomunication fault and not im the only one have the same as i see!
Hope dont have to go higher levels than that….
Live human support was very disapointing!
Regards Peter
Acc 72739258
I have a lot of Loopring and Algo that I was going to hold for a while, with the new UK verification e-mail do I need to do anything or am I OK to keep holding?
Hi! I’ve had some funds in my wallet for about 5 years that I would like to withdraw. But they are listed as Australian Dollaridoos and i cant seem to retrieve them. I’m based in Norway. To whom do I turn? 🙂
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#83546873
**CASE ID: #83546873**
**Crypto Deposit Issue:**
I deposited MATIC on a valid Binance receiving address on Polygon, more than **3.5k MATIC equivalent to 2 years savings to me.**
Apparently the deposit got in via an “internal transaction” on the wallet, the TX is of course confirmed and the wallet balance reflects it.
I contacted the support and I was told by the rep that **basically I was scr*#*d**, that there was nothing Binance could do about it bc it was an internal transaction and not a regular transfer.
After doing some googling I found examples of EXACT same situation but on Ethereum mainnet with ETH instead of Polygon with MATIC. And the issue got posted and solved here in **this very same Sub-Reddit**, the moderator who solved it said and I quote:
*” These issues are primarily due internal transactions that are incompatible with our system. The best way to avoid these problems is to not transfer directly from exchange to exchange. We can resolve these issues, but they require someone to manually enter our wallets and dig them out. If you still require assistance please send me a PM with your login e-mail, token type, and txid. If you require faster assistance please drop into our slack and I’ll be happy to help. “*
which makes a lot more sense of what I was told that my case was un-fixable… Deposit couldn’t be automatically detected bc of the transaction type, but since Binance still have access to deposit wallets private keys Binance can manually solve this issue
I am trying to make an account on Binance. I am not getting an email with the verification code. I have checked in spam and tried two separate email addresses that I use. Still nothing, can anyone help?
is there issues with logins at the moment?. I’m from uk and everytime i log on it says to go to us binance, and unable to provide services for US users.?. I’ve rebooted router cleared cache and it does it in every browser.
I don’t have VPN used either at the moment
I can’t deposit or withdraw any crypto as all options are greyed out.
is this systemwide?, as i need to deposit otherwise i will sign up with other exchanges. Can’t wait whilst prices are down too long
Also when i do the verification logins and have to provide codes i get an email from binance with the code and saying i’m logging in from usa when i’m based in uk as well
Thanks
Hi Binance, my case ID is 83666716! On the 16th of february my withdrawal got rejected and i received an error saying “risk control”. I am kyc’d on every level and have been a binance customer for years (early 2018). I have gone through with customer service countless times during the past 2 weeks and a half to try and get an answer as to why funds were locked even after i sent them everything they asked of me to assist them in speeding up the process! The only answer i got from the team is “we are doing and internal account review” and “it may take a substantial amount of time” which honestly baffles me… 2 weeks and a half almost 3.. still no resolution and with all the support i had for binance this is extremely disappointing. I have alot of funds stuck in there and not too sound desperate but i need them for my daily investments and spendings! You can maybe guess it is a huge inconvenience for me and im stuck now with the same answer from the team over and over again about a review that has lasted forever with no reason whatsoever as to why they did this to me. Many binance angels have tried escalating the case to no avail. I am hoping you can help settle this for me as it has gone way too far for nothing. Thank you sincerely
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Hi Binance,
Will you consider adding Moonbeam (GLMR) tokens in staking ?
My first USD deposit was “successful” in just 1 hour. I was able to buy AVAX and transfer it to my Avalanche Wallet. My second USD deposit has been “pending” for 24 hours. I was able to buy AVAX with it, but I’m unable to withdraw it to a separate wallet.
Why was I able to buy AVAX and withdraw it from the first deposit, but I’m unable to do it with the 2nd deposit? I’ve seen the note about the 10 day hold, but that didn’t apply to the first deposit.
I submitted a ticket through [Binance.us](https://Binance.us), but was not given a case ID
As a resident of Ontario I am now unable to use your platform. I have some Loopring in my wallet that I would like to transfer to my L2 wallet, but in order to use Layerswap to do this I need to create an API key. The restrictions are currently preventing this. Is there another way to transfer to an L2 wallet?
Alternatively, does Binance expect to get access to the Ontario market in the near future?
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did a XRP withdrawa 4 hours ago and it still says 0/1 confirmation, what to do? ive done plenty xrp withdrawals today, all instant.
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Cannot reset password because the
system is busy when I enter my email
It has been like this. Anyway I can contact
Binance? I cannot login to my account
I’ve had an issue logging into my Kucoin account and their support wants a screenshot of my deposit/withdrawal history into Kucoin from within the exchange I used which isn’t publicly available to prove my identity.
I can’t figure out how to do this outside of a CSV file because transactions only seem to go back 90 days in Binance. Can anyone help?
If it’s relevant I’m using Binance US.
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