What to Do If Your Binance Deposit Has Been Collected but Not Credited
If the blockchain shows the deposit is confirmed and the funds have been collected by the platform, but your account balance hasn't changed, it's because Binance has completed the process of "node confirmation → collect to cold wallet," but hasn't yet executed the step of "distributing to your personal account." You need to submit a ticket through Binance's "Deposit Self-Service Recovery" tool, and the platform will manually intervene.
"Collection" is the standard operation where the exchange transfers users' deposited funds from the hot wallet to the cold wallet or main wallet. Completion of collection indicates that the platform has received this on-chain transfer; the next step is for customer support to match the funds to your account.
Prerequisites
You are logged into your Binance account.
You have the transaction hash (TxID) of this deposit, and the transaction status in a block explorer shows as "confirmed/successful."
You have confirmed that the deposited coin and network are supported by Binance, and the deposit address was entered correctly.
Step 1: Confirm the Transaction Is Confirmed on the Blockchain
Enter the TxID in a blockchain explorer and check the transaction status.
Case A: The transaction status shows "Unconfirmed" or "Failed"
In this case, the self-service tool cannot be used. Wait until the network confirmation is complete before proceeding.
Case B: The transaction status shows "Confirmed" or "Success"
Proceed to the next step. At this point, Binance may have already collected the funds but has not yet credited your account.
Completion standard: Confirm that the TxID displays as "Success" or "Confirmed" on the block explorer.
Step 2: Use the Binance Deposit Self-Service Recovery Tool
Submit your application through the official tool; you do not need to contact human customer service.
Log into your Binance account and visit the self-service recovery page (you can find the entry by searching "deposit not credited" in the Help Center).
Paste your TxID and click [Submit].
If the system can automatically recognize this transaction, the coin, network, deposit address, and amount will be filled in automatically. Check that the information is accurate, then confirm and submit.
If the system cannot recognize the transaction, manually fill in all information—coin, deposit network, deposit address (recipient address), and deposit amount.
After submission, Binance may ask you to upload additional materials—for example, recording a video proving the authenticity of the deposit transaction, or providing the withdrawal platform's transaction record (which must include the TxID).
Completion standard: The page displays "Submitted successfully" and you receive an application record number.
Step 3: Wait for Review and Track Your Application Status
After submission, check the status in [Application Records]. The review usually takes several working days.
If the review is approved: The funds will be credited to your Binance account. Please note that a successful recovery may incur a processing fee.
If the application is rejected: Review the rejection reason. Common reasons include: the transaction was already credited (you misjudged the status), the coin or network is not supported, the transaction was not sent to a Binance address, or the transaction details were filled in incorrectly.
Completion standard: The application status shows "Processed" and the funds are credited.
Common Failure Reasons
Mistaking "Collection" for "Credited"
"Collection" is an internal fund-consolidation operation by the platform, and it is a separate process from "crediting your account." After collection, Binance has received the on-chain transfer, but the coins have not yet been distributed to your personal account balance. Once you see the collection record, you need to use the self-service tool to have customer service complete the "distribution" step.
Risk Reminders
Withdrawal transactions cannot be recovered: If you mistakenly processed a "withdrawal" (funds leaving Binance), the self-service recovery tool does not apply. You can only contact the receiving platform for assistance.
Processing typically takes several working days: Once you submit through the self-service tool, a manual review is required. Do not submit the same ticket repeatedly.
Fee note: If a Tag/Memo was missing or incorrectly filled during the deposit process, Binance may charge a certain percentage as a recovery fee after a successful retrieval.
How to Confirm the Operation Is Complete
After submitting the self-service application, check the status in [Application Records]. The operation is complete when the status changes to "Processed" and the deposited coin and amount appear in your [Assets] → [Funding Account] balance.
If there is no update after more than 3 working days, you can follow up with human customer support, providing the ticket number and TxID so the agent can confirm the current processing progress.
