Troubleshooting Binance sign-up / usage
Sign-up troubleshooting
Here are the 5 issues you're most likely to run into while using Binance, organized by cause. Jump to the
chapter that matches your situation for step-by-step solutions.
How to check the rejection reason
- Email notification: The verification result is sent to the email you registered at sign-up.
- App / web notification center: You can check the rejection reason under the bell icon at the top right.
- Verification page: The 'Rejected' status and a reason message are shown in the verification menu.
Solutions by cause
① ID photo quality issues
The most common rejection reason. Causes include glare, blur, partial obstruction, and low image quality.
- Shoot straight on under bright lighting
- Adjust the angle so there's no reflection from the coating
- Capture all four edges (no cropping)
- Shoot the physical ID (copies/scans not allowed)
② Selfie (face verification) mismatch
You'll be rejected if your ID photo and actual face are recognized as different.
- Remove any hat, mask, or sunglasses
- Shoot facing forward in a bright spot
- Follow the on-screen prompts (turning your head, etc.) exactly
- Very heavy makeup can prevent recognition
③ Entered info doesn't match your ID
If the name or date of birth you entered at sign-up differs from your ID, you'll be rejected automatically.
- Check the English name spelling (same as your passport's English name)
- Check the surname/given-name order (Last name / First name)
- Check the date-of-birth format (YYYY-MM-DD)
④ Residential address mismatch
This happens when your residence info differs from the address on your ID, or there's an entry error. Enter the address in English exactly as shown on your ID.
⑤ An account already exists with the same info
One person can't create two accounts with the same ID. Use your existing account, or if you forgot your password, go through the recovery process.
💡 How to reapply
You can reapply right after the rejection notice. On the verification page, tap 'Resubmit' or 'Try Again',
fix the info based on the cause you identified above, and submit again.
Normal processing time (average by network)
- USDT (TRC20): 1–3 min
- USDT (ERC20): 5–15 min
- BTC: 10–60 min (1–2 confirmations)
- XRP / TRX: 1–5 min
- ETH: 5–15 min
Step-by-step checklist
① Start with the transaction hash (TXID)
Copy the transaction hash from the withdrawal history of the exchange you sent from (e.g. Upbit), then search for it on a blockchain explorer.
- TRC20: tronscan.org
- ERC20 / ETH: etherscan.io
- BTC: blockchain.com/explorer
If it shows 'Success' with enough confirmations, the transfer itself is fine.
② Check that the networks match
If the network you selected when withdrawing differs from the network of your Binance deposit address, the deposit won't arrive. This is the most common mistake.
- Withdraw USDT via ERC20 → send to a BEP20 address (X)
- Even the same USDT is a separate asset on a different network
③ Missing Memo / Tag
XRP, EOS, XLM, and others require a memo/tag. If it's missing, the deposit won't be recognized automatically.
④ Deposit address accuracy
Don't type the address by hand — always copy and paste. If even part of the address is wrong, the coins are lost permanently.
⚠️ If you sent to the wrong network
If you sent between networks Binance supports by mistake (e.g. ERC20 ↔ BEP20), partial recovery may be possible.
Contact Binance Support with the transaction hash. Note that a processing fee applies and recovery takes 1–4 weeks.
Normal processing time
- Exchange internal review: usually 5–30 min (can take longer during security checks)
- Network processing: 1 min–1 hour depending on the coin
Common reasons for a hold / delay
① 24-hour limit on your first withdrawal
Withdrawals are restricted for 24 hours after sign-up or any security change (password, 2FA, etc.). It's lifted automatically after that.
② Security Review
A security review runs automatically for withdrawals from an unusual IP or device, or for large amounts. It usually completes within 1–24 hours.
③ Risky transaction detected
If the withdrawal address is classified as suspicious (e.g. reported for abnormal transactions or hacking), it's held automatically. Try another address or contact support.
④ KYC tier too low
Withdrawal limits depend on your KYC tier. Exceeding the limit restricts withdrawals; raising your verification tier expands the limit.
What to do when a withdrawal is delayed
- Check the current status in your withdrawal History (Processing / Sent / Pending Review)
- Check your email — there may be a request for additional verification
- Double-check the accuracy of the withdrawal address
- If it's stuck on 'Processing' for more than 3 hours, contact support
💡 Info to have ready when contacting support
Providing the withdrawal ID, withdrawal time, coin type, network, withdrawal address, and your account UID speeds up processing.
4
When you lose login access / 2FA
Solutions for various situations where you can't log in — forgotten password, lost 2FA OTP, lost backup key, lost phone, and more.
When you can't log in
① When you forgot your password
On the login screen, click 'Forgot password?' → enter your sign-up email → receive the verification email → set a new password.
For security, withdrawals are restricted for 24 hours after a password change.
② When you can't access your email
If you can't access the sign-up email itself, you can change your email after identity verification via the 'Account Recovery' process. It requires ID + selfie verification.
When you lose your 2FA OTP
① If you have the backup key (16 characters)
Enter the backup key in the Google Authenticator app on your new phone and your OTP is restored as-is. This is the fastest method.
② If you don't have the backup key
You can reset 2FA after identity verification via the 'Reset 2FA' menu in Binance security settings.
- Requires ID + selfie re-verification
- Processing time: 1–3 days on average
- Withdrawals restricted during processing
When you change phones (SMS number change)
To change SMS verification to a new number, you have to verify once more with your old number. If your old number is also unavailable, you can change it through identity verification.
When your account is locked
If abnormal login attempts are detected, your account is temporarily locked. You can unlock it after identity verification following the instructions sent to your email.
⚠️ The most important thing: keep your backup key
Write down the 16-character backup key shown when setting up 2FA, or save it in a secure cloud note.
With just this, you can recover within 5 minutes even if you lose your phone.
When the OTP code keeps coming up wrong
① Time sync issue (most common)
OTP is generated based on time, so if your phone's clock isn't accurate the code won't be recognized.
- Android: Google Authenticator app → Settings → 'Time correction for codes' tab
- iPhone: Settings → General → Date & Time → enable 'Set Automatically'
② Code expired (30-second cycle)
The OTP code refreshes every 30 seconds. If it expires while you're entering it, use the next code.
③ Using another exchange's OTP
Google Authenticator may have OTPs for several exchanges registered. Make sure you're using the code under the 'Binance' entry.
Moving your OTP to a new phone
Method A. Use the backup key (recommended)
- Install Google Authenticator on the new phone
- Choose 'Add a code' → 'Enter a setup key'
- Name: Binance, Key: enter the 16-character backup key
- When done, confirm a 6-digit OTP code is generated correctly
Method B. Google Authenticator's own transfer feature
Use the 'Export accounts' feature in the Google Authenticator app to generate a QR code, then scan it on the new phone to transfer all OTPs at once.
💡 Recommended backup verification beyond OTP
Don't rely on OTP alone — also set up SMS verification, an anti-phishing code, and a withdrawal whitelist so you can keep your account safe even if an OTP problem occurs.