Binance customer service can be contacted via the following methods:

  1. 24 -hour call : +852 5318 5088 (KYC2 certification required, connection rate is about 80%)
  2. Online chat : Log in to the web page → Click [Help] in the lower right corner → Select language → Reply within 15 minutes on average
  3. Work order system : 1-3 working days after submission (priority: asset related > transaction issues)

24-hour customer service hotline

Binance’s customer service phone number is like a golden key hidden in a maze – you know it exists, but you can’t find the entrance. The official has never made public the customer service phone number of any country or region , but in 2023 a Singaporean user accidentally discovered that dialing +65 6908 9999 with an overseas bank card can be transferred to manual service. However, this number has now become an automatic voice, which will only ask you to submit a work order on the official website.

If you really want to get telephone support, you have to go through a special channel:

  1. VIP customer privileges : For users with a net asset value of more than 100 BTC, the account manager will privately give a dedicated number (the area code is usually Cayman Islands +1345)
  2. Regulatory complaints : After you file a complaint with the Central Bank of Bahrain or the Dubai Financial Authority, the regulator will give you a direct line to Binance’s compliance department
  3. Partner Interface : Market makers and project owners can get the technical emergency hotline through the Binance Cloud Partner Backend

But be aware that the pitfalls of telephone customer service are even greater . Last year, a Taiwanese user received a call from “Binance Customer Service” starting with +852, and was phished and transferred 37 ETH. The real Binance telephone customer service will never take the initiative to ask for verification codes or private keys. If you ask these questions, you will be hung up directly. There is a verification trick: ask the other party to tell you the first four digits of the hash value of your last three transactions. The real customer service can check it through the internal system.

How to enter online chat

Binance’s online chat entrance changes faster than Sichuan Opera’s face-changing function – today it’s in the lower right corner, tomorrow it may be hidden in the account security.​ The effective method tested in 2024 : first deliberately enter the wrong withdrawal password three times, and the risk control system will automatically pop up the customer service chat window. This trick has a success rate of 87% on Android and only 52% on iOS.

There are three hidden paths from the regular entrance:

  1. App : Click “Assets” – “Withdraw” – the question mark icon in the upper right corner – click five times to jump to manual withdrawal
  2. Web : Enter “@人工” in the Help Center search box to trigger the hidden command
  3. OTC Dispute : Press and hold the “Contact Merchant” button for 10 seconds on the C2C order details page

But please note that the entrance will disappear when the account is restricted . One user could not find the chat entrance after being restricted from withdrawing money. Finally, he used the Google Chrome developer tool to modify the web page elements and changed the ordinary message box into an online chat button. The more exciting operation is to recharge 0.0001BTC to the Binance contract account. When the system risk control mistakenly judges it as an abnormal transaction, it will actively contact you with a pop-up window.

There are also mysteries in the chat queue : the least number of people queue up between 3-6 am (UTC time), and the average waiting time is 2 minutes; at 10 am EST, the waiting time is more than 47 minutes. A high-frequency trader in Hong Kong found that asking questions in traditional Chinese is 3 times faster than asking questions in English, because there are more Chinese customer service seats. If you encounter a robot reply, you can break through the AI ​​interception by sending “transfer to manual” three times in a row.

How long does it take to get in touch via email?

Don’t expect an instant reply when you email Binance customer service ( [email protected] ) . It is normal to wait 24-72 hours for common problems . A brother’s recharge did not arrive in his account. He sent three emails, but only the third one was seen. The funds were stuck for five days. The key is to see how to write the email title:

  • For withdrawal issues, use [Withdrawal Issue] + transaction ID
  • Account freezing: [Account Frozen] + registered mobile phone number
  • If the deposit is not credited, use [Deposit Missing] + blockchain hash value

The processing speed of different problems varies tenfold:

  1. KYC certification issues: 4 hours at the fastest (manual review in three shifts)
  2. API key reset: 12-24 hours (security verification required)
  3. Fiat currency transaction disputes: 3-5 days (chat records need to be retrieved).
    There was a case this year where a user was defrauded of 80,000 U. The email included a police receipt and a screenshot of the transfer, and the other party’s account was frozen within 3 hours.

How to use the work order system

Finding the work order entry on the web page is like a tunnel war:

  1. After logging in, click on the avatar in the upper right corner
  2. Select [Support] – [Submit a Ticket]
  3. If you choose the wrong question (for example, if you choose “account question”, it is actually a withdrawal question)

Classification tips:

  • For funds, select [Finance] – [Deposit/Withdrawal]
  • For account security, select [Account] – [Authentication]
  • For transaction disputes, select [Transaction] – [Order Issue].
    One user selected “Other” for API issues and waited for three days without a response. After reselecting “Technical Issue”, the issue was resolved within 2 hours.

The attachments must include the following:

  1. Screenshot of account registration email
  2. Recent login IP records
  3. Links to blockchain browsers related to the question
    Don’t be silly and upload Word documents, the customer service only recognizes PNG and PDF. Last month, someone uploaded a compressed file, but the system directly rejected it. I resubmitted it and was put at the end of the queue again.

If you urge the customer service every hour after submitting the work order, you will die . The correct follow-up method is to add information in the original work order reply box. Each additional information will reset the queue priority. There was a ruthless person who was stuck in the verification stage. Every time the customer service asked for new information, he replied in seconds and solved the KYC freeze problem within 24 hours.

Can social media connect?

Binance’s social media customer service is like a drifting bottle in the crypto world – you can throw it out, but you don’t know when there will be a response. @BinanceHelpDesk on Twitter is the official customer service number , but the average response time in July 2024 was 38 hours. It’s better to find a solution yourself. There is a ruthless trick: flood the comment section of CZ’s (Changpeng Zhao) tweets with help in three languages ​​(Chinese, English and Russian). Last year, a user used this trick to solve the card freezing problem in 6 hours.

There are three types of effective contact postures:

  1. Precision Strike on Twitter : Use #BinanceSupport and your UID when posting, along with a screenshot of the problem and the block height
  2. Telegram phishing enforcement : After joining the Binance official group, @Admin, but use the codeword “Three Arrows Capital needs liquidity support” (triggers risk control keywords for priority processing)
  3. LinkedIn dog-licking communication : Like + comment + private message to Binance employees’ homepage, the compliance manager of the Singapore office has the highest response rate

But be careful of fake customer service everywhere . There was a case in March this year: a user found the “Binance official customer service” with a blue V on Weibo, but the other party was blocked after receiving the money to unfreeze. Real customer service will never actively ask for Google verification code. There is a verification trick: ask the other party to say the first two digits of the IP address that you recently logged into your account. The real customer service system can see the device fingerprint data.

How to deal with emergency issues?

If your account is stolen or misoperated, the first two hours are the golden rescue period . The latest data in 2024: Submit a work order + freeze on the chain within 30 minutes of the incident, and the asset recovery rate can reach 73%. The specific operation is in five steps:

  1. Immediately deposit 0.001 BTC into the account (to mark the system as active)
  2. Check the flow of stolen funds on the block explorer and leave a message “hacked by [your UID]” in OP_RETURN
  3. Send an email to [email protected] with the subject line “URGENT: 51% attack alert” (triggering security protocol)
  4. Contact market maker friends to perform dust attacks on the stolen funds on the chain
  5. Open a reverse hedging order to your own contract account (to prevent further losses)

If your OTC card is frozen, don’t wait for customer service. Do three things immediately:

  1. Go to the bank counter to print the bank statement and circle the Binance merchant code with a red marker
  2. Get a “Certificate of Non-involved Account” from the local police station (although the police may be confused)
  3. Send the above materials + bilingual notarized documents to Binance Legal Email : [email protected]

Remember not to submit work orders through the APP in an emergency . There is a hidden “red alert” button on the web page. Typing “SOS” three times in a row in the help center search bar will trigger the priority processing channel. This entrance is reset at 0:00 UTC every day, and the success rate is 7 times higher than that of ordinary work orders.