You have checked everything yourself, but the deposit still has not arrived — time to get help from Binance support. Where is the support entry? What materials should you prepare? How should you communicate so support can help you quickly? This article walks you through the entire process.
You need to register on Binance and be logged in to use the support features. It is recommended to use the official version of the Binance APP.
Channels for Contacting Binance Support
In-APP Live Chat (Most Recommended)
Open the Binance APP → tap your profile or "More" → find "Support Center" → tap "Live Chat." The automated chatbot will respond first — type "deposit not received" and select "Transfer to human agent" if needed. Available 24/7.
Submit a Ticket
In the Support Center → "Submit Request" → Category: Deposit → Deposit not received. Fill in the form, upload screenshots, and note your ticket number. Responses come via email and APP notifications.
Official Website Live Chat
Log in to the Binance website and click the chat bubble in the bottom right corner.
What to Prepare Before Contacting Support
Required Information
- TxHash: The unique on-chain identifier. Get it from the sender's withdrawal record.
- Coin and Network: e.g., "USDT, TRC20"
- Amount: The exact number
- Deposit Address: The one you copied from the Binance APP
- Your Binance UID: Found on your profile page
Bonus Information
- Transfer time, sender platform name, screenshots of: the blockchain explorer transaction, the sender's withdrawal record, and the Binance deposit history. If Memo-related, provide both the correct Memo and what you actually entered.
Communication Tips
Get straight to the point
"On [date] I transferred [amount] of [coin] from [platform] to Binance ([network]). TxHash is [XXXX]. The blockchain shows success with [XX] confirmations but Binance has not credited it after [XX] hours."
Provide all information upfront
Do not wait for the agent to ask one question at a time.
Stay patient
Live chat may involve a queue. Processing takes time. Be polite but reasonable.
Do not create duplicate tickets
Submit one ticket per issue. Add follow-up information by replying to the existing ticket.
General Support Process
- Initial verification: Agent checks on-chain status via TxHash
- System lookup: Agent searches Binance internal systems
- Solution: Simple delays get manual crediting; complex issues (wrong chain, missing Memo) get escalated to the technical team
- Resolution: You are notified via email or APP, and funds are credited if recoverable
What If Response Is Slow?
If no response after 48 hours: follow up on the original ticket, ask via live chat with your ticket number, leave a message on Binance's official social media, and check your spam folder.
FAQ
Does Binance support Chinese?
Yes. Binance has multilingual support teams. Set the APP to your preferred language.
Will support ask for my password?
Absolutely not. Anyone requesting your password, SMS code, or 2FA code is a scammer.
Is there a fee for deposit issue support?
Standard deposit issues are free. Special operations like wrong-chain recovery may have a fee, which you are informed of in advance.
Can I contact support outside business hours?
Yes. Binance live chat is 24/7. Use the Binance APP for the most convenient access.
Security Reminders
- Only contact support through the Binance APP and official website
- Binance support will never DM you on WeChat, QQ, or Telegram
- Never share your password or verification codes
- If someone claims to be Binance support and asks you to transfer funds, it is a scam
Contacting support is a powerful tool for resolving deposit issues. Prepare thoroughly, communicate clearly, and your problem will usually be resolved properly. Register on Binance to ensure your email is active and can receive replies.