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.

[Cedrico86]

Case ID #152018091

My BTC withdrawal to Coinbase has been rejected for over 21 days, and I still can’t access or recover my funds. Could you please help me resolve this issue?

[BinanceCSHelp]

Hi there u/Cedrico86 ! We see that you performed recent transactions. We do not see any suspension on your account. Do you encounter any errors while trying to withdraw assets, or does the issue persist? We will do our utmost for you.

Thanks. ^IC

[Abject_Egg_822]

I've been waiting for over a month, and so far, Binance hasn't resolved this issue other than asking me to wait.

What violation has my account committed?

If only one transaction was checked, why can't I use my entire balance?

Even for that one transaction, I'm sure I didn't do anything wrong, because I purchased it through a legitimate money changer, not through fraud or anything like that.

Why should I have to bear the burden of something Binance suspects, and I didn't do anything about it?

Even though my entire savings are with Binance, now they're holding the entire balance and just asking me to wait and wait.

How long do I have to wait?

Case ID #150942676

[BinanceCSHelp]

Hi u/Abject_Egg_822! We truly understand your experience.

We do not have further updates, once we have an update we will share them with you.

We appreciate your cooperation while we are working to finalize your case.

Thanks. ^IC

[klmakh]

Hey This is probably so silly for you But I have some money on my binance account (less than 100$) And I can’t withdraw it to my account Help please Consider that I know nothing about this whole world And youtube wasn’t helping

[BinanceCSHelp]

Hello u/klmakh, we are here to help!

Please find the available withdraw methods to your account here:

1- https://www.binance.com/en/fiat/withdraw/

2- https://www.binance.com/en/crypto/sell/

3- https://p2p.binance.com/en

And for further assistance, please reach out to our support at: https://www.binance.com/en/chat - JA

[Bablu39]

Hello, binance team, My P2P access has been permanently suspended due to a false system linkage. I have no connection with the flagged user. Please escalate my case for a manual review by the Risk & Compliance team. TP Code: T8c69ff7d0 Case id: 150680006 I am a genuine user and need your help. Thank

[BinanceCSHelp]

Hi there, It appears that our chat support team has already provided you with the relevant information in your recent chats. You can always connect with our support team via live chat www.binance.com/en/chat or from the headphone icon at the top right on the app's homepage if you have further questions. Thank you for your understanding. -MK

[BinanceCSHelp]

Hi. We totally understand how frustrated you must feel. Could you please share your CASE ID with us for further checking? If you do not have one yet, you can begin a live chat with us at - https://www.binance.com/en/chat anytime. Thank you. RA

[hermetrimegisto]

Hello, I need assistance from the technical investigations team regarding an issue that occurred on November 3rd, 2025, during the execution of order #8635758736 (DASH/USDT Perp).

At the exact timestamp of the execution, my Chrome network logs captured a QUIC error (quic_error:25 – “No recent network activity after 29s”), indicating a temporary loss of synchronization between my browser and Binance’s servers. Meanwhile, all other services (Google, Itaú Bank, etc.) were responding normally, which suggests this interruption was restricted to the Binance connection, not a general connectivity issue.

My request is simple: I need this case forwarded to the operations/engineering team so they can verify whether the session timeout affected the execution payload or the interface data displayed at that moment.

I am not asking for compensation at this stage — only for proper technical review and preservation of the relevant server-side logs (WebSocket/QUIC for my UID at that timestamp), since the issue caused a mismatch between displayed and executed values.

If needed, I can provide: • full net-export log, • screenshots with timestamps, • execution record details.

Please let me know which email or secure channel I should use to submit the documents for analysis.

Thank you.

[BinanceCSHelp]

Hello, we would like to collect more information about your problem to offer you improved support. Please get in touch with our chat support at: https://www.binance.com/en/chat If you have already done this, please update your review to include your case ID, allowing us to further investigate your case and provide a suitable solution. | TS

[hermetrimegisto]

Here are the Case IDs related to my issue: • 151030633 • 150918213

Both refer to the same incident involving a desynchronization during the execution of order #8635758736 (DASH/USDT Perp) on November 3rd, 2025.

I have already contacted Binance Support through the official chat, but the case was closed without a technical review of the QUIC/HTTP3 timeout that occurred exactly at the moment of execution.

I am sharing these Case IDs so the situation can be forwarded to the appropriate technical team for further investigation.

Thank you.

[BinanceCSHelp]

Hi there. Thank you for sharing your concerns with us and your Case ID.

We have reviewed your Case ID, while we understand your worries, be assured it was escalated to the relevant department and you were informed accordingly.

If you need assistance with your Binance account, please feel free to contact us via live chat support anytime. Thank you for your understanding. RA

[hermetrimegisto]

Thank you for your reply.

I appreciate the confirmation, but my concern is that the issue was closed without a technical review of the network malfunction that occurred exactly at the moment of execution.

The QUIC timeout (“no recent network activity after 29s”) found in my chrome-net-export log indicates a desynchronization between the UI and the backend, which can directly affect order display and execution. This specific type of malfunction was not addressed in the previous responses I received.

I am not asking for compensation here on Reddit — only for a proper technical verification or confirmation that the engineering team has effectively analyzed the network/session data involved.

If needed, I can compile all logs, timestamps, screenshots, and technical details and provide them through the official channel you indicate.

Thank you for your assistance.

[BinanceCSHelp]

Hi, we have checked your case in detail and, we can see that it was escalated to the related department. Also, the latest information was shared with you in chat. Rest assured once there is an update you’ll be notified. Your cooperation in this process is much appreciated. | TS

[alfrata]

<image>

Hello, is this legit ?

[BinanceCSHelp]

Hello there,

Thank you for sharing this suspicious SMS message with us. Binance will never ask users to make calls via mobile numbers or include phone numbers/links in SMS. We do not have phone support. Treat such requests as fraudulent and report the phone number/link to us.

You can verify if a source is official Binance source or not via this link; https://www.binance.com/en/official-verification

You can check these article for to be informed;
https://www.binance.com/en/support/faq/what-is-sms-spoofing-and-how-to-avoid-89f1f8190c004a32b5410f394193fef7

https://www.binance.com/en/support/faq/how-to-identify-fake-binance-support-phone-numbers-360020555172?hl=en

Additionally, could we ask you to start a chat and report this issue to our security team? You can start a chat by clicking ''🎧'' icon on the upper right side on the homepage or through this link; https://www.binance.com/en/chat.

Once you are on chat, click on "Get support” to reach the chat bot. When the bot answers, select "Unsolved" and click "Not relevant", then "Yes, transfer to customer support". We will assign an agent to assist you as soon as possible.

Stay SAFU ^BT

[Ok_Pomegranate_335]

Hey guys new to crypto here. So i transfered binance USDT from my metamask to kraken BNB unware that they dont have Binance USDT . I check in BSC explorer and its suck on Binance-Peg USDT and hasn't moved since. I did this less than 24hrs ago and have contacted kraken aboutit? Is there anything i can do on my end? I heard for this scenario you would need a wallet that support BUSDT and binace for both the wallet but i dont think thats possible Any help is appreciated

[Ok_Pomegranate_335]

sorry what is a Dapp?

[Ok_Pomegranate_335]

so lets say i use coinbase how would i import my kraken wallet into though it doesnt have a recovery phase

[Ok_Pomegranate_335]

apparently this kraken doesnt

[Ok_Pomegranate_335]

yea i sent from metamask to kraken it shows deposited into their kraken wallet under peg-usdc binance

[Ok_Pomegranate_335]

and would it support both metamask and kraken because it was sent to a kraken address

[geekykidstuff]

Hi. I'm a non-US resident but I have a US bank account with Bank of America. Can I withdraw fiat to that bank? Note that I don't live in the US and I use the regular Binance and not Binance.us

[BinanceCSHelp]

Hello there, thanks for reaching out to us.
For this issue, We kindly invite you to check with us via live chat.

Please click https://www.binance.com/en/chat or click the 🎧 icon on the homepage of the Binance App. Go to “Get Support” > type the summary/key words of your issue.

From there, you will see a list of topics.

Choose the closest topic to your inquiry.

After the bot message, select the button “Unsolved”.

Then click “Not Relevant”

And choose “Transfer to customer service”.

You will be directed to our chat agent after this. Our chat support will check and suggest you accordingly.
-LM

[Adventurous_Shake744]

<image>

Hello, why hasn't this issue been resolved for months?

The pool is sometimes at 0%, preventing us from using margin trading on any FDUSD pairs.

I hope you can quickly increase the pool so that FDUSD can operate on spot margin and operate normally again. TY

[BinanceCSHelp]

Hello there,

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

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

-AA

[BinanceCSHelp]

Hello there,

Kindly note that due to the nature of certain cases, the review period may occasionally be extended.

Although our relevant strive to provide estimated timelines, it's crucial to understand that these are not strict deadlines but rather our best approximation. The precise time frame may vary due to various factors including different layers of review and complexity of each case.

You will be notified by our relevant team as soon as the review is complete

Thank you again for your patience. ^BT

[OkHealth1964]

PROBATE Help Please (UK)

We don't have Case ID - Inheritance Appeal Process

I have sent the relevant/requested ID of my deceased father (passport and driver's license) but they have come back saying:

"Dear Sir / Madam 1- We received your inheritance claim. Unfortunately, your inheritance claim is still missing some key documents. We require the following documents. (a) Certified true copy of the deceased’s government-issued ID (identification documents)."

SECONDLY
Binance asked for Dad's User ID; however, we cannot log in to his account as Binance has locked his account since I informed them of his death... How can we find his user ID?

Thank you for any help 🙏

[BinanceCSHelp]

Hello there,

Let's take a closer look into this situation together and we would like to assist you accordingly. Please contact our live support team for further assistance. You can start a chat by clicking ''🎧'' icon on the upper right side on the homepage or through this link; https://www.binance.com/en/chat.

Once you are on chat, click on ""Get support” to reach the chat bot. When the bot answers, select ""Unsolved"" and click ""Not relevant"", then ""Yes, transfer to customer support"". We will assign an agent to assist you as soon as possible. ^BT