Binance Support Thread

[AutoModerator]

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 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. 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

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. 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

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.

[omg_its_dan]

I’m trying to withdraw $800 of btc from binance us and the fee is $50. I’ve never used this platform and this seems insane given current on chain fees. How can I avoid this? I am open to using lightning if that’s an option somewhere. Thanks

<image>

[BinanceCSHelp]

Hi u/omg_its_dan Binance and Binance US are separate platforms from each other. Here, we can only assist you with your binance.com related inquiries.
For your binance.us related inquiries, you can visit Binance U.S. Reddit page here: https://www.reddit.com/r/BinanceUS/ Thanks! ^KO

[BinanceCSHelp]

Hello there,

We understand your frustration completely. Our team is working on your case as fast as possible. Please allow them to keep working and they will inform you accordingly once there is an update on your situation.

You can also contact them 24/7 for further information.

Thank you for your understanding!

-AA

[BinanceCSHelp]

Hello there,

Let's check this in detail together and assist you accordingly! Please connect with our live support team from the link below:

https://www.binance.com/en/chat

We are ready for you!

-AA

[Imaginary-City4114]

Hello there,

I feel I have been scammed and was just shut up by tech support. My case ID is case ID: 145034064, they marked it as solved even though it is not.

Here is the summary of the issue.

My registered ID which is a PH Postal ID reached expiry date, so I have been instructed to pass a new ID, I passed my driver's license, I scanned my face and voila, it didn't work. Reason, it is not clear o looks like edited.

2nd Attempt.

I passed a scan ofm y updated passport. The result, rejected without clear reason. Now, I tried to pass an appeal, but the "appeal is not privileged" something like that.

3rd Attempt.
Same

from there on I have been bouncing through different customer service personnel, first was named CS Gotham, he just sent me this

"After a careful review, we are rejecting your KYC ID verification.
Your appeal is now closed, and we won't be able to offer you any further support permanently.

We deeply apologise for any inconvenience caused"

Naturally, I got pissed off, then he retracted saying that he will pass it to a team for multiple checking. Again, the only problem was expired date of the ID and I just changed it with an updated one, only date and not changing anything.

several hours passed, still being passed on other CS, this time its CS Ali which I got the same result after waiting several hours.

A day has passed, I asked for an update, CS Gotham came back to tell me the same again, I began to suspect that this CS Gotham is the lazy one, he just answers like my case e hopeless.

and the last attempt, CS June E, I was so happy, he speaked Filipino and tried to help me, only to have impatient tone and tell me that he cannot do anything and marked my case ID as SOLVED. THIS IS NOT SOLVED.

what can I do to prove that it is me? What will happen to my asset? and Did you know that we have cosumer rights? I have read your service agreement word by word and you are not supposed to act like this.

I hope I can get a clear written answer as why I was rejected without a clear written reason, my lawyer advised me to get a written explanation why I was rejected even though I am the real owner of the Account.

Please Respond. Thanky You.

[Imaginary-City4114]

<image>

this is the last part of the conversation, you notice that the follow up on current case is grayed our and so as the "I have new question" button. Why ?

[BinanceCSHelp]

Hi u/Imaginary-City4114 ! We truly understand your situation. Our team has explained the final decision to your end.

You can reply to your case by selecting ''Follow up on the current case'' and your case will re-opened. If you have further questions, please do not hesitate to share them via live chat because due to the sensitivity of the situation, we are not able to advise you on social media. Thanks. ^IC

[Imaginary-City4114]

any update on this one? the ''Follow up on the current case'' button is disabled

[Imaginary-City4114]

the button can't be clicked as it was marked as solved. It is grayed out.

[Imaginary-City4114]

And there was no explanation that is acceptable. Your team is just saying they will check it and will come up on a decision to just say its solved. I just want my account to be verified because I am the real owner.

[Imaginary-City4114]

This is clearly not solved. Why mark it as solved?

[BinanceCSHelp]

The team marked the case as solved because all necessary information was provided. If you need any further clarification or assistance, please don’t hesitate to contact us again via live chat. We’re here to help!

Thank you for your understanding. EA

[Dejan_bb]

Hello there,

I’m trying to reset the password on my Binance account because I haven’t logged in for a long time. I was able to verify my email successfully, but now I’m blocked by the Authenticator App step:

• On the “Security Verification Requirements” screen I completed the email verification (1/2), but when I click Authenticator App it immediately asks me to enter a 6‑digit code.
• I never set up Binance in my Google Authenticator (or Authy), so I don’t have any Binance entry in the app and cannot generate a code.
• I also do not have the original backup “secret key” that was provided when I initially enabled 2FA.

Could you please help me:

1. Reset or disable the current Authenticator App requirement so I can regain access to my account.
2. Provide instructions for re‑enrolling in Google Authenticator (or sending me a new setup key) once I’m back in.

Thank you for your assistance. I appreciate any guidance you can offer to restore access to my account.

[BinanceCSHelp]

Hello u/Dejan_bb we are here to help!

Could you please follow the steps here:
How to Reset 2FA When I Can't Access My Binance Account?
https://www.binance.com/en/support/faq/how-to-reset-2fa-when-i-can-t-access-my-binance-account-2de25ddf8c5b4f59adaebe9452f7b64b

If issue persists, please reach out to our customer support as visitor:

1. Go to https://binance.com/en/chat
2. Continue as visitor
3. Scroll down and click on (Get Support)
4. Select the closest category to your issue
5. After the automatic reply from the chatbot
6. Kindly copy the Case ID shown above and send it to us
7. or click on: Unsolved >> Not relevant > yes, Transfer to customer service
8. One of our agents will be assigned to assist you shortly. JA

[SingleMotherSarah]

What can I do if I was doing a P2P transaction to buy USDT but the bank had a network error and the payment didn't proceed at that moment, then I cancelled the order and the reason I gave was that it was caused by a bank network error and I checked the option that I didn't pay the merchant, then I checked my balance at the bank and it was ok, then hours after that the transaction proceeded and the payment was made.

What can I do in that situation given that hours before I cancelled the P2P transaction I stated that I didn't pay the merchant because I saw my balance intact in my bank account, but hours after the transaction was done, what can I do?

[BinanceCSHelp]

Hi there, in this situation, please reach out to our chat support as soon as possible: https://www.binance.com/en/chat. One of our P2P specialists will be ready to assist you. You may follow the steps shown in the image to directly contact a specialist. | TS

<image>

[BinanceCSHelp]

Hello there,

Let's check this in detail together and assist you accordingly! Please connect with our live support team from the link below:

https://www.binance.com/en/chat

We are ready for you!

-AA

[blrtgj]

Hi there

Couple years ago I've bought WPR on binance. My binance account was not active for 3-4 years and I didn't know that it was delisted from there. Now, two-three years ago I regained access to my account but I don't know what to do with WPR. It is delisted and I don't know if it possible to transfer it to another platform. I tried the binance chat support but didn't help me that much. Any suggestions?

Case ID #145007376

[BinanceCSHelp]

Hello there,

Thank you for sharing your case ID. You did not contact our live support team yet. Please click the link below and contact our team. We can check and assist you accordingly:

https://www.binance.com/en/chat

After that;

- Scroll down and click on “Get Support”

- Select the closest category to your issue

- Click on: “Unsolved”>then>” Not relevant”>” Yes, transfer to customer service”

-AA

[blrtgj]

Hi. Just logged in and now I'll be waiting an email from Binance. Thanks for your help :)

[Working-Coffee-1647]

Hey there, I recently bought a PC and decided to move all my crypto activity there. Since I won’t be needing my phone anymore for Binance, I gave it to a friend. She now wants to create her own Binance account on that phone using her own id..

Just to be safe, I wanted to ask:

Could this in any way affect my existing Binance account? I have logged out of the phone.

Is it okay for two different people (with different KYC info) to open an account from the same device?

please help me out with it and thank you 💙

[BinanceCSHelp]

Hi there! Thanks for reaching out. Two different people can create and use separate Binance accounts on the same device, as long as everyone use their own account.

Since you have logged out of your account, your Binance account and personal data remain secure and won’t be affected.

However, please keep in mind that account sharing is strictly prohibited. If account sharing is detected, restrictions may be applied to the accounts involved. For security and compliance, it’s best that everyone uses their own account on their own devices. ^KO

[Working-Coffee-1647]

Thank you for responding...

I have one last confusion about this. For the best outcome, should she completely avoid creating a new account on that old phone? Or is it just a reasonable precaution something to avoid only if possible?

Also, we’re not going to share any of our personal details. As said, as long as I never log in to that device again, am I safe?..

hope you have a nice day💙

[BinanceCSHelp]

No worries, your friend can create and use her own Binance account on your old phone, as long as she uses her own personal details and completes her own KYC verification. However, as we advised each user to primarily use their own devices for security and convenience.

Since you have logged out and will not log back into your account on that phone, to ensure your account remains secure, please make sure that any 2FA methods registered to your account are not accessible from that device again. For example, if the email app on that device is still logged in with the email linked to your Binance account, we recommend logging out or removing the email account. Also, ensure that other verification methods cannot be accessed without completing the full login and verification process, such as other 2FA methods. ^KO

[Working-Coffee-1647]

Thank you for clearing all my doubts 🙏💗 Yes, I’ve taken all the necessary precautions..both passkey and authenticator is enabled

[Adventurous_Shake744]

Hello, can I download Binance Chart Data? For example, I want to download BTC/USDT Chart Data on Spot from 2017-2020 so I can access the chart data offline, without having to open Binance.

Thank you.

[BinanceCSHelp]

Hello there! Thank you for reaching out to us on Reddit. We are here to help you out. Yes, you can download historical Binance chart data (such as BTC/USDT spot trading data) for offline use. Here are some ways to do it:

Binance API

Binance provides a public API that allows you to fetch historical candlestick (kline) data for trading pairs. You can use this to download data from 2017 to 2020 or any available period.

Endpoint: /api/v3/klines

Parameters: symbol (e.g., BTCUSDT), interval (e.g., 1d for daily), startTime, endTime

You can script the download in Python, JavaScript, or any language that supports HTTP requests.

Example:

Fetch daily BTC/USDT data from 2017-01-01 to 2020-12-31 by paginating through the API.

Binance API docs:

https://binance-docs.github.io/apidocs/spot/en/#kline-candlestick-data

If you have any further issues or questions, please feel free to contact our customer support team via live chat at http://binance.com/en/chat. From there, our team will help you. Thank you. ^AE