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 recently had my account terminated, because I accidentally sent in my American drivers license as proof of identity. I currently live in Belgium with a German citizenship. Support told me I cannot use their service anymore, even if I make a new account because that is now in their system. No one was able to fix it manually. I made a simple mistake, because I was in a hurry.
Is there any way where I can get my account back. I have proof for everything to state that I live within the EU. I thought it did not matter what form of ID you sent in, because it is just to prove who you are. Being a dual citizen and making such a small mistake completely banned me from Binance. I cannot event use Binance US at all because I don’t have any address there. I’m cut off from everything.
So now I am resorting to this reddit thread to hopefully get some extra support.
My account is at risk warning and withdrawals are restricted. I am being transferred to a specialist, but the specialist is not connected for days.
Case ID #88466545
[deleted]
Case ID #301674712
Cant buy any crypto always end up with the same message asking to [activate Fiat service and the activation of Paysafe failed](https://imgur.com/a/MkePunE)
How do I overcome this?
Hello,
I have registered my Binance account with my Canadian address as I live there most of the time but ended up moving to Europe in Nov 2021, being also a French citizen, and I have always used my European / French bank account (N26) linked to my french address, for all of my Binance transactions and registration
Despite having, therefore, a french address and bank account, I’m not able to use SEPA for some reason (“these features are not available in your location”), and when I try to use the credit card method, with either my french CC or even Canadian CC, it says :”Card in this country is currently not supported.”
Please help, I’m just trying to withdraw my fiat :/
Thanks a lot in advance !
Hello
As iterated in the complaint Case ID 88316473 forehand , trading and asset withdrawals have been disabled on my account since last month for no specific reason after I received cryptos from a friend .
I have been getting in touch with customer support but still futile .
Any chance you could escalate this case ?
Hey guys, I’ve been receiving emails that my acc will be restricted because I’m not verified but, I am! When I click on verify now the next screen shows my acc and next to in is says in green Verified. But the emails and notifications keep on pouring what`’s up with that and will my acc be restricted?
Cheers,
Nas
Case ID #88733821
My case is similar to some cases reported here.
I transferred 10,000 Australian dollars (AUD) to Binance.
2022-04-26 12:21:23 – I traded 1,386 AUD into USDT.
2022-04-27 12:57:11 – I traded BTC using the trade desktop interface. I left 9,000 AUD in my fiat wallet.
2022-05-05 – I went back to check the trade and I found all the money gone. The BTC had been withdrawn and the AUD had been converted and then withdrawn as follows:
2022-04-30 15:09 – 0.15742904 withdrawn to bc1q807qr0djjsa8ewspkrem6aqst5587z2cqlr6px (transaction ID 973a935e3fe18a222f12706d2aa7127340d3a415af6f1d515041bba9595d75c2).
2022-04-30 15:30 – 0.02574 withdrawn to bc1q807qr0djjsa8ewspkrem6aqst5587z2cqlr6px (transaction ID 86c03c7fd80ea2d43dd3348fb5a9d73c8e571b6120ba77e90045c22c6d317c3b).
This account is protected by 2 factor authentication. I use Google Authenticator with biometrics enabled. The only way to get that code is with my fingerprint. I did not authorise the withdrawals.
Binance claims that a hacker compromised computer AND my phone, bypassed the fingerprint lock, get the email code to authorise the payment, AND cleaned up the trail by deleting all the authorisation emails. That’s a clever hacker! He/she would have to be to get all that access. But not clever enough to go after the money I have in other 20 accounts.
Hi, I recently sent some ETH from my Binance account to my Metamask wallet. Here is the transaction hash: 0xe23f9b2e713e28341ddbabe5b5def6f356cfe9bc4a5354c59ea8139fc661065a
I wanted to sent my ETH back to my binance account but by mistake sent it to the Binance Hot Wallet. I used the same address as I received from, to send it back. Here is the transactions hash: 0xe5f0ee3736089899ece3025d6c81d33c1d57dbfbf27771af776bb77bad951216
I have an active Case ID: #88827873
Please help me with this case, as I just wanted to send my ETH to my binance account and by mistake sent it to your hot wallet. I hope you can help me with this matter.
Hello.
Our case id is 87801750.
Our account has been fully verified and been working for quite a long time without any issues and recently trading has been stopped on our account and we can’t withdraw any funds, getting an error: “Your account may be at risk. Please contact Customer Support for further assistance.”
Binance refuses to answer what kind of violations were triggered in their terms of use, We cannot get an answer from them for over three weeks now, “investigation” is still under process.
The withdrawal has been blocked!
API trading has been blocked.
Although we have completed full KYC process.
This is not how customers should be treated.
Can you get back to us please and resolve this issue ASAP?
Thank you.
Is Binance down for everyone?
I’ve heard stuff with people saying like their account withdrawal is locked and what not.
All I want to do create a new account and use binance as an onboard to buy crypto using card and withdraw to wallet. Apart from relatively high withdrawal fees, are there any common issues with doing this? Is there a wait/lockup period?
Case ID #88586421
Hi guys,
My withdrawals are disabled and my appeal for withdrawal doesn’t meet the requirements
Is there anyone that have the same issue?
Is there someone from the Binance support?
Thanks in advance 🙂
For my Binance card to have Level 1, 2, 3,… do I need to have the BNB in my general Binance account or does it have to be on my card balance?
What are the pros of using binance over other apps such as nexo (just looking for advice)
[deleted]
[removed]
Dear Reddit Binance Team,
I have a Problem with my withdrawals.
I wanted to withdraw some USDC from Binance, but the email verification code that I need for that does not reach my mailbox. (Phone works fine every time) I Tried it in many attempts during the last two days, but no email arrives in my mailbox, neither in my spam mails. I don’t know what to do now.
The automatic support Center on the web also does not know the answer.
Help would be very appreciated.
Greetings!
I sent Ether from my binance account to my trust wallet 12 days ago, I still didn’t receive my Ether, is that normal ?
Good day,
I mistakenly sent weth to my binance account via ETH network from a metamask account.
My binance wallet has recieved and I can view in my spot wallet when I go to withdraw, however I am unable to do anything else with it
What options do I have? Ideally I would like to unwrap on binance yet cant see how too, additionally at the moment I cannot withdraw due to ETH withdrawels being suspended
Hi there,
I broke my phone yesterday and i am unable to get a qr code to transfer my google authenticator. When i go into the help area on the binance app and click reset google authenticator, i then get asked to login which i do. Then it takes me to a page where i have to put in the email verification number and below that it ask for the google authenticator number which i cant get. Theres a link below that that says “security varification unavaible” i click that and then it just takes me through the whole process again. How am i able to reset this and link my new google authenticator to Binance so im able to access my account again?
Thanks
Thanks for that. Case ID #88723296
Hi i got like 2 month trying to solve this, mi acc is freezed due a “risk control” im contact support, this is my id 85003178, im sending all they told me but cant solve this. I only handle small amounts in my account so need to solve this, any help will be apreciated. Thanks you
Case ID: 88652169
Hi, I have a Binance accout almost from the begining of Binance project and I never had a problem with you services. But now I can`t withdrwal my fund and I just lost a valuable NFT cuz of that. When I try to withdrawal i get this ‘withdrawal suspended due to risk control’ . I dont understand what is happending and I didnt received any answer from you. This is not good. I need to withdraw my funds. I already lost money cuz that. Please tell me what is happening. You are holding my 50k USDT and I cant use that money. This is not ok. I can see other people with same problem and they said they are waiting for months to solve this. Please do something and let me use my money.
I had an open case to return LUNA(wormhole) that I sent accidentally. I was refunded UST instead of LUNA.
I do not have a case ID but I have an application ID 5LSbjZKDGM7Zr9TG2hjy
When enabling Auto-Staking on my locked staking- will the staking reward also be staked next round or is it transferred to my wallet?
I’m an early binance user and I’d like to get my BNB converted to btc and have it in my wallet… What are the best options without going through verification?
I just want to withdraw the BNB to somewhere I can convert to btc and then send to my wallet… Any recommendations?
Hello, I`m not receiving mobile confirmation code, cannot login
Mates, what do you hold rn? I rly need smth worthy for NFT creators. Is there anything like the UNSEA? Got carried away with their offers � NFT stacking up to 400% APR and 10% guaranteed royalty. Cool, isn’t it?