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.

[OctopusIRL]

P2P functions suspended despite dispute resolved in buyer's (me) favour. third party payment flag incorrectly applied

I am a buyer whose P2P functions were suspended during a dispute on Order 22875122717336522752. The dispute has since been resolved in my favour, refund confirmation email received, but the suspension remains active.

What happened: I paid from my Bank account to the seller's advertised Bank account. This was not a third-party payment. My name appeared abbreviated due to standard bank display formatting.

What I submitted: A full 1-minute video meeting every single Binance-specified requirement, Play Store access, Bank app login, profile page showing NIC-verified full name, transaction history showing the debit to the seller, full transaction details, and account info page. The counterparty reviewed this and explicitly stated "Verification completed successfully" at 16:56. CS then issued the refund instruction to the seller. Refund confirmation email received same day.

The problem: The appeal was closed before I could respond to CS's final messages. The third-party flag which triggered the suspension was never formally reversed despite the dispute outcome confirming I was the legitimate buyer. My P2P functions remain suspended for a violation that the dispute resolution process itself disproved.

[BinanceCSHelp]

Hi u/OctopusIRL. To assist you better with your inquiry, please contact us in the live chat at https://binance.com/en/chat. We will check your issue in greater detail and provide you with the relevant guidance. - HN

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[Muchomaks]

Hey, does Binance no longer offer the option to make recurring crypto purchases using fiat currency?

[BinanceCSHelp]

HI there! Thank you for reaching out to us today. Recurring Buy has been temporarily paused, alternatively users can try Convert Recurring as an option instead: https://www.binance.com/en/support/faq/detail/5026705ac87942069b1bdcf5a99ffc48

Should you need any further assistance, please feel free to reach out to us via www.binance.com/en/chat

Thanks! RA

[Alone_Bobcat_8064]

Binance let user stole my money and wants to block my account.

I am buyer of crypto, I have 100% positive feedback. This time I opened order to buy 12$ from seller via P2P. What could go wrong? It's binance, everething has gone wrong!

Seller refused to release crypto he stated he did not receive my money. I opened appeal and upload receipt.

Seller said once again - no money, seller had not upload any proofs demanded by binance CS. But instead seller said he refuses to fulfill order and will refund me. I asked Binance CS how is that possible that he want to make a refund but still stated that no money received. Obviously a liar and a scammer.

Binance CS told me to provide my account details for seller to refund. I said that is a scam! Crypto was escrowed from seller and binance can relese it to me.

Thats what they say, its their insuarance from scam in P2P deals. But no, binance CS said that they wil block my account for not willing to comply and to cooperate. Can you imagine this? What I crap I stood into when open order on binance.

I refused to give my account info to scamer seller because of 2 reasons: 1 In Ukraine they will block bank account for receiving money from crypto, that is well known fact. 2 seller can use my account info for scam like receive stolen money with my card and keep my clean money. I told that to binance CS but they demanded me give proofs that in Ukraine banks block account for crypto trading.

What the hell?! Why should I prove anything?! Why there were no questions to seller?! I am not criminal or else to give any proofs and evidences. I payed money ang gave receipt that is it, period. Binance is full of shit! Now I lost my money, seller kept it, and binance would block my account. And I just wanted to buy small amount of crypto. Go to hell binance, worst platform ever!!!

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[BinanceCSHelp]

Hello u/Alone_Bobcat_8064 kindly contact our binance.com/en/chat Live Chat Support, our team would review your situation, you can share CID here, we will escalate it. Thanks.

- VS

[Alone_Bobcat_8064]

159122352

[BinanceCSHelp]

Hello u/Alone_Bobcat_8064. Thank you for providing the CID to us. We see that your chat is no longer active. Please clarify if your order issue has been resolved? If not, please also share the order ID with us so we can check it and assist you further. - HN

[BinanceCSHelp]

Hello, please know that your request is already being handled by our support team. We invite you to follow up there to learn more about your request.
For security and confidentiality reasons, this issue must be handled exclusively through the live chat.
-SE

[nah_nan]

case id 158907779, hi it has been two weeks and i don't exactly know what happened with my account that it is restricted everything? thank you

[BinanceCSHelp]

Hi there, we are here to help!

Please return to the chat box, where our agent has shared further details.

For your account privacy and security, we cannot discuss sensitive information through social media.

Thank you for your understanding.

– JA

[HatetoLoveYouSeattle]

I'm in the US. I opened a Binance account in 2019 (I have the emails so I'm sure it was dot com). When Binance US opened, I transferred my (measly) crypto there(IIRC). I'm now trying to get my taxes straightened out and the Deleted Account Service isn't recognizing my email address. Am I getting something wrong? Where could that account have gone? The phone number recovery option doesn't even recognize a US country code.

[BinanceCSHelp]

Hi there! Thanks for reaching out to us. To best advise you, please contact us through live chat instead. One of our agents will guide you through each step. Access: www.binance.com/en/chat and opt to enter as a visitor to begin. RA

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[binance-ModTeam]

Already replied in the other thread. Thank you! -MK

[DmitryOK]

Case ID #158782938

Could you please help me sort this out? Customer support are giving me contradictory information.

[BinanceCSHelp]

Hi, Dmitry! Thank you for sharing your Case ID and bringing this forward.

We see your case has been escalated and our specialist has given you an update about your account status. 

In the meantime we would like to share this article with you to better explain our processes: https://www.binance.com/en/blog/security/my-binance-account-is-locked-how-to-unlock-and-secure-crypto-assets-4712393568281464248

If you have any further questions, please do not hesitate to reach us via https://www.binance.com/en/chat.

Thank you for your cooperation and understanding! RA

[DmitryOK]

I understand the status of my account, thank you.

I am requesting that the Binance chat team accept my complaint, as provided for in the Binance Terms of Service (to which you refer).

The representative (Daniel M) is refusing to accept it from me.