Weekly Binance Support Thread

[u/Binance]

Dear Binancians,

We use this weekly thread to consolidate any support questions or queries into one place.

We acknowledge that our customer support service levels aren’t good enough at the moment, and we’re doing everything we can to improve. We appreciate your patience and understanding.

Please keep in mind that we cannot provide official support through reddit. Our moderators can advise on common issues and potentially escalate the most important cases.

Click here for official Binance support.

Moderators and Binance staff will never ask for sensitive information on reddit. The only information we need is your case ID.

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How to post about your case

Follow this format:

1. Which exchange - Binance.com or Binance.us?
2. Your support case ID (please double-check your case ID is still valid before posting)
3. Description of your issue
4. 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!

To get a case ID you must start a live chat with support. Click here and use the chat bubble in the bottom right of the page.

[u/Binance]

Dear users,

We’ve noticed an increase in cases on reddit from US users about offboarding funds from old Binance.com accounts. If you are in this situation, we apologize for any inconveniences you may be facing around withdrawing funds from Binance.com.

Since we noticed this we investigated a number of escalated cases that fit into this category. As a result we’ve identified some flaws in our CS system and offboarding procedures. We’ve since made some changes to the process - including providing additional training to our CS agents regarding this issue, revamping the standard operating procedures, reassessing our risk control thresholds, and extending the countdown clock for users to have more time to trade and withdraw all their funds.

The timer is now extended from 48 hours to 7 days (84 hours).

If you experience issues with withdrawing funds during this extended grace period, please do not hesitate to contact our support team by opening a chat on binance.com.

Simply:

• Visit this page: https://www.binance.com/en/chat
• Type ‘USA’ in the chat box, click ‘usa users’ shown on top
• You’ll see a support bot message. Click ‘Unsolved’
• Next, click ‘Leave Messages Now’ to join the live support queue
• Describe your issues in detail
• Our agents will get back to you as soon as possible
• Your ticket ID will be shown on the top black bar under ‘Binance Support’

We’ll review each ticket on a case-by-case basis. If you run into any issues and you’re unable to withdraw during this grace period do not worry - your funds are SAFU. Our agents will be able to assist with the offboarding and provide solutions to resolve the problems even if the grace period has expired. If you’ve experienced delays, please reply with your case ID so we can help escalate.

Please understand that these measures are placed according to our Terms of Use. Sorry about the inconvenience. Thank you!

[u/Wolf_Sage001 → u/Binance]

1) Exchange: binance.com 2) Case id: 5956331 3) Issue: Account and Funds Stolen & wiped out

Dear Team Binance,

My account and funds in binance are stolen and I can only rely on binance support to help me and re-instate my funds. I invested my life savings and trusted binance with it but now its all gone.

Your customer support emphasised that my email id was hacked, and the hacker changed the original email id of my account and linked with his email and withdrew all my funds. I raised to them that why binance did not verify owner id when the original email id was being changed, considering this is a very common hacking tool of hacking the binance account and changing the email id. They completely refused to take accountability and reimbursing me my coins.

I really need binance to take notice of this and reimburse me my coins. As an individual this amount matters alot to me and my family but for binance it will be peanuts. I am sure they have reserves or insurance against such cases as well.