You can request for assistance for your Binance account (e.g.: verification of your identity, 2FA reset, enabling withdrawals) using CS live chat. The Binance team will review the case and your request, and if necessary proceed to call you via video call at a time that suits you.
On the video call with the Binance team, it is required to read out loud a verbal statement and display the KYC document used to verify your account.
Please note, if you are contacting us via mobile browser, you will receive a pop-up redirecting you to open the Binance app. Please ensure from wherever you are network stability, device setting should be set to sound and Microphone.
To ensure that your video call verification is completed successfully, please refer to the notes below:
1.1 Make sure you have the KYC document (e.g., ID card, passport, driver's license) that you used to verify your Binance account.
1.2 Find a well-lit environment where your face and ID are clearly visible.
1.3 Ensure that you are in a quiet setting with your mic and camera working properly, it will be required to read out loud a verbal statement.
Before you can answer the call, you must give consent to Binance's disclosures and agree to the terms of use. Make sure you have completed this step.
Please note, you cannot call the Binance team, but the team will call you via video when you are ready.
4.1 Hold the KYC document with the front side facing the camera. Make sure your face is clearly visible along with the document.
4.2 Read the below sentences clearly.
"Today is DD-MM-YYYY, I'm applying to withdraw XXX USDT from my account. I confirm that it is my activity, and I am contacting Binance customer service to enable the withdrawal function of my Binance account [email protected]."
"Today is DD-MM-YYYY, I'm applying to reset the Google/SMS/Email/Passkey security verification (2FA) for my account. I confirm that it is my own activity, and I am contacting Binance customer service to reset Google/SMS/Email/Passkey security verification for my Binance account [email protected]."
Important note if you cannot speak in English: You can speak in your preferred language, but please write out and fill in the statement on a piece of paper (with the correct date, email address, etc.), then hold the note in front of the camera along with your ID (as pictured below).
Once you have completed reading the statement and have shown the document, the Binance team will inform you if the verification was successfully completed or if further action is needed, via chat. Please look out for the team’s updates after the call.
