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!
So what do we do when Binance.US ignores us and leaves tickets open indefinitely? Check the Binance.US subreddit. People have had tickets open for a year and still nothing. I have been locked out since March, and now they want me to verify my identity a second time.
Since your California office isn’t willing to help its customers, where can users who have had their accounts frozen go to get support?
Whoever is at the top needs to do something about the outright apathy at your US branch. You can’t take people’s coins hostage until you feel like giving it back and make us fight for our own money.
CASE ID/TICKET #2418711
I sent ETH from Optimism blockchain on my MetaMask to my [Binance.us](https://Binance.us) ETH ERC20 address by mistake. I didn’t know I needed to use Optimism’s bridge to put the ETH back on the mainnet before transferring. Is there any way to recover this ETH? https://optimistic.etherscan.io/address/0x2fa9953ffc0778fce986b2fb109715355bbe4d9c
Hello.
Application IDs:
-OsqfQPRl5Mqh0Yiv2Q1t
-BKYL5BCCN1Pw8KF57Kxj
It’s been more than 3 months since I sent close to 40k USDC to Binance via the Fantom network by mistake as USDC is not supported, and opened tickets on February 24. When will the retrieval process end? One week ago, I saw that my USDC has been moved from the Binance deposit address to another address, and since then nothing. Was this transfer part of the recovery process? Why couldn’t the funds be moved directly to the wallet I provided when making those tickets a few months prior?
I have seen stories of people being in a similar situation, who got their funds back in a month’s time or two at most. Sorry if this is considered pestering but the lack of feedback and automated support responses only serve to increase the anxiety. Binance should really strive to improve their customer service.
Thanks for reading me for the thousandth time and I hope for a swift resolution.
I was doing p2p(buying usdt for wise usd) with a merchant who has a very high rating. He sent me a wise email to send the dollars too, and I was in another trade on binance at the same time and I got things mixed up and sent 88 usdt to the binance merchant via binance pay to the email he provided me(for wise). I contacted him later to return it, at first he said he didn’t get it, then he said that it was sent to another guy who he barely knows(but he was using his email to receive cash on transferwise payments so it’s most likely a lie). He gave me his number(or maybe it was his own). Now it’s been 3 weeks and the guy keeps bouncing me back and forth, making excuses about why he can’t send right now and has also stopped responding to my texts. I have all the evidence and chats documented on my end. Can Binance support intervene here? He is a high ranking merchant with around 1k trades over the last 30 days.
Hello i have a new phone number and i cant access to my Account because my old number is dead. May you help me?
Bought BUSD through bank transfer (SWIFT), deposited
300 USD but only 275 USD showed up. On the platform
there were no visible transaction fees taken, and a full
300 USD has been deducted from the bank. Where did
the 25 USD go? There’s no way they took that with
hidden transaction fees….. right?
I held a tiny bit of OG LUNA that is now LUNAC but now I have a small amount of LUNA 2.0 in my wallet. Why is this? I never bought the new LUNA.
My login has expired and the login button on the app is not responding ??
Application ID
WjFqA5br9Wx4NQv6e6HB
I deposited 2 days ago some USDC on sol network on binance couple of minutes before you blocked sol network deposits and withdrawals.
On solscan it says it is success but when binance unblocked deposits today, I hoped that it will go trough but instead I never recieved my USDC, even tho on solscan it says it is successfull transaction. What can I do? Is it lost? Will it arrive? When?
If someone have some advice to share would really much appreciate.
CASE ID #90400653
Waiting for withdrawal to process for 16 days. Withdrawal is still processing
Have a few hundred bucks in my Binance account (XRP) that I want to transfer to another wallet but it’s saying my account is locked until I verify my identity. My problem is I created the account when I was in Mexico but all my identification is for the US. If I verify with my US documents with that affect my ability to withdraw? This is the .com not .us site that I have an account with
Good evening Binance, I was going to enter my account and it tells me that my google authenticator code is incorrect, I try to recover it, but it sends me to verification and tells me that the verification is invalid, that is, it does not recognize it. Please I need help as I have money there.
Dear sir or madam.
I have moved from my previous house and now my ID has a different adreess than the one I live in now. Because of that I can not validate my account, so I can’t make any movements in it. What can I do to solve this problem?
Thank you
CASE ID: 89237052
My friend sent me around 50,000$ in terra a few months ago. I sold this terra for USDT, my account was instantly locked for verify source of wealth. I have been submitting the proof/info they have been asking for. It is 4 months later and they are still rejecting my submissions with the same Automated response providing no reason as to why my submissions are rejected. I don’t understand why i am being locked when my friend is simply just sending me money. And ontop of this why is my account being suspended for this?i have a fully verified account and been using this account for years for multiple deposits from my personal bank as well as a number of other uses.
Please help me
https://kubehash.com/Welcome/Partner/26116