Deposit stuck? Binance customer support asks you to record a video as proof. This is not them making things difficult — it is part of the platform's risk control process.
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It is similar to a bank asking you to visit a branch in person and show your original ID. The core purpose of the video is to prove that "the deposit operation was performed by you personally," thereby ruling out the possibility of account theft or fraud. Therefore, whether the evidence you submit is valid directly determines whether your appeal goes through smoothly or gets rejected repeatedly.
Core Evidence Preparation: Focus on Three Key Points — "Person, Action, Chain"
When customer support asks you to upload a video, it is usually to resolve situations where "the records do not match" or "the source is unclear." You need to use the video to clearly explain the following three things:
[What to do]: Prove that "I am who I say I am" and that "I am the one operating."
[How to do it]: Face recognition and screen recording. Get your phone ready, turn on the built-in screen recording feature, or use another device to film. The steps are as follows:
Face verification (must show your real face): Clearly read the "designated script" provided by customer support (for example, "I, [Your Name], am applying for a deposit review") while facing the camera, or complete face recognition. This proves that the operator is a real person and not AI-generated.
Open the wallet/platform page: Go to the wallet or exchange where you initiated the transfer and show the deposit record details. Make sure the transaction hash (TxID), transfer amount, and time are clearly visible.
Open a blockchain explorer: Copy the transaction hash (TxID) above into a blockchain explorer (such as Etherscan) and show that the transaction has indeed been confirmed on-chain. This step proves that the money has actually left your account.
[Completion standard]: The video must be continuous and uninterrupted, with your face, on-screen operations, and TxID clearly visible, and with clear audio.
Evidence Preparation Checklist (Check Each Item, Do Not Miss Anything)
To ensure your appeal passes on the first try, prepare the following "materials" before recording the video:
Transaction hash (TxID): This is the most critical piece of evidence, like a package tracking number.
Transfer screenshot: A complete screenshot from the "withdrawal history" of the source wallet or exchange, including the time, amount, and address.
Destination address screenshot: A screenshot of the "deposit address" generated when you made the deposit on Binance, proving that the address was not entered incorrectly.
Credit notification screenshot (if available): If the blockchain shows success but the platform has not credited your account, attach a screenshot of the on-chain success page.
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Common Reasons for Failure (Avoid These Pitfalls)
One continuous take (no editing): The video must complete all steps in a single recording. If there are any signs of splicing or editing, customer support will directly judge it as fabricated and reject it.
No privacy masking (do not blur or alter): Do not use stickers to cover the TxID or amount during screen recording. If you need to protect privacy, you can note it in the email body sent to customer support, but the video itself must be complete.
Clear speech (speak clearly): If customer support asks you to read designated text aloud, make sure to read it clearly and slowly to avoid unclear audio that requires re-recording.
