Your deposit has been pending for a long time and still has not arrived. You have done your own troubleshooting and found nothing obviously wrong. At this point, the most reliable approach is to contact Binance's official support and submit a ticket for the uncredited deposit. But many people do not know where the ticket portal is or what information to provide. This article walks you through the entire process.
You need to have a Binance account and be logged in. It is recommended to use the latest version of the app from get the Binance app, as the support features are more complete.
Ways to Contact Binance Support
Live Chat (Recommended)
Binance offers 24/7 live chat support, which is the quickest method.
On the app:
- Open the Binance app
- Tap your profile icon in the upper left corner, or tap "More" at the bottom
- Find "Support Center" or "Help & Support"
- Tap "Live Chat" or the chat icon
- A chatbot will respond first — type "deposit not credited"
- If the bot cannot resolve the issue, select "Transfer to Agent"
On the website:
- Log in to the Binance website
- Click the chat bubble icon in the lower right corner
- Same process — go through the bot first, then transfer to an agent
Submit a Ticket
If live chat has a long queue or your issue is complex, you can submit a ticket.
Steps:
- In the Binance app, go to "Support Center"
- Select "Submit a Ticket" or "Request Help"
- Under problem category, choose "Deposit" then "Deposit Not Credited"
- Fill in the relevant information on the form
- Upload evidence screenshots
- Submit and wait for a response
You will receive feedback through both app notifications and email.
You can also email Binance's official support address. However, email replies are usually slower than live chat, so online methods are preferred.
What Information to Prepare When Submitting a Ticket
The more complete your information, the faster support can process your case. Here is what you should collect in advance.
Required Information
Transaction Hash (TxHash/TxID): This is the most important piece of information. Every on-chain transaction has a unique hash that support needs to look up your transaction. You can find it in the transfer history of the sender (wallet or exchange).
Token and Network: For example, "USDT, TRC20 network" or "ETH, ERC20 network." Specify both the token and the network, because the same token may be available on multiple chains.
Deposit Amount: The exact figure, such as "500 USDT."
Deposit Address: The address you copied from Binance.
Your Binance UID: Tap your profile icon in the app to see your UID, which is a numeric string.
Additional Information That Helps
Transfer Time: Approximately when you initiated the transfer.
Sender Information: Which wallet or exchange you sent from, and the sender's address.
Screenshots: Including the sender's successful transfer screenshot, the blockchain explorer transaction detail, and the Binance deposit history screenshot (if available).
Memo/Tag Information: If the token requires a Memo, include the Memo value you entered as well as the correct Memo Binance required.
What Happens After You Submit a Ticket
Automatic Acknowledgment
After submission, you will receive an auto-confirmation email or app notification that includes your ticket number. Remember this number — you will need it for any follow-ups.
Support Review
Binance's support team processes tickets in order. Simple deposit issues are usually answered within 24 hours; complex ones may take longer. During processing, support may ask you to provide additional information or answer verification questions.
Technical Team Escalation
If frontline support cannot resolve the issue directly (e.g., a wrong-chain deposit requiring technical recovery), the ticket is escalated to the technical team. Technical processing usually takes longer — potentially several business days to several weeks.
Final Result Notification
Once resolved, Binance will notify you of the outcome via email or app notification. If the funds can be recovered, they will be credited directly to your Spot Wallet.
Tips for Communicating with Support
Keep Your Description Concise and Clear
No need to write a long story. Simply state: "On [date], I transferred [amount] [token] from [source] to Binance ([network]), transaction hash is [hash], and it has not arrived." That is enough.
Provide Complete Information Up Front
Rather than letting support go back and forth asking for details, provide everything in the first message. This dramatically shortens processing time.
Stay Polite and Patient
Support handles a massive volume of tickets daily. Users with a good attitude tend to receive more proactive assistance. Following up is fine, but avoid being hostile.
Do Not Submit Duplicate Tickets
Submitting multiple tickets for the same issue does not speed things up and may cause confusion. If you need to add information, reply within the existing ticket.
What If Support Takes Too Long to Respond?
Reach Out via Social Media
Binance has a support team on platforms like Twitter (@BinanceHelpDesk). Mentioning your ticket number there can sometimes expedite things.
Post in the Binance Community
Binance has official forums and community boards where you can describe your issue. Community moderators sometimes help coordinate.
Follow Up After a Reasonable Wait
It is generally recommended to wait at least 24 hours after submitting before following up. Reply through the in-app ticket system after you log into your Binance account.
Frequently Asked Questions
I do not have a transaction hash — how can I submit a ticket?
If you withdrew from another exchange but they did not provide a TxHash, contact the sending platform first to obtain it. Without a TxHash, it is very difficult for support to investigate.
My ticket was marked as resolved but the issue is not fixed — what now?
You can reopen the ticket or create a new one, referencing the previous ticket number and explaining what remains unresolved.
Is it normal for support to ask for identity verification?
Yes. To confirm the request is from the account owner, support may require identity verification. However, support will never ask you for your password, SMS verification code, or Google Authenticator code.
Is there a difference between contacting support via the Binance app and the website?
Functionally, there is no difference, but app notifications arrive more promptly. The app is recommended.
Security Reminders
- Only contact support through Binance's official channels — do not trust any third-party "proxy support"
- Binance support will never initiate contact with you via private message, phone, or messaging apps
- Never give your account password or verification codes to anyone
- Ticket information is confidential, but also avoid exposing your UID and transaction details in public
- If someone posing as support asks you to make a transfer for "verification" or "unlocking," it is a scam, guaranteed
When faced with a deposit that has not arrived, do not panic. Follow the process, submit a ticket, provide complete information, and wait patiently for support to handle it. Binance's support team is quite capable, and the vast majority of deposit issues are resolved within a reasonable timeframe.