What Materials Should Be Attached When Submitting a Ticket for Binance KYC Issues?
When submitting a KYC-related support ticket to Binance, the core materials include: identity verification documents (ID photos / video declarations), proof of account ownership (UID / email / phone number), and supplementary evidence specific to your issue (such as proof of address, source of funds proof, 2FA reset declaration).
Below is the complete list of materials and the submission process. The combination of materials needed varies depending on the type of issue. Please prepare according to your specific situation.
Prerequisites
Before submitting a ticket, confirm two things:
You are logged into your Binance account and can provide your account UID (found on the [User Center] page) or the registered email/phone number.
You clearly know what problem this ticket is meant to resolve – is it a rejection, risk control, 2FA reset, or account appeal? Different issues require different materials.
Step 1: Prepare Basic Identity Documents (Required for All Cases)
What to do: Prepare photos of the documents used to verify your identity.
How to do it:
Case A: Standard Identity Verification
Submit photos of the front and back of the identity document used for your Binance account verification (ID card, passport, or driver's license).
Photo requirements: all four corners visible, no reflections, not blurry, not cropped, no watermarks.
If you are updating or resetting your verification, also prepare photos of the front and back of your new document.
Case B: A Declaration Video Is Required (Common for Appeals, 2FA Reset, Risk Control Removal)
Record a video holding your identity document. Your face and the information page of the document must be clearly visible.
In the video, you must clearly read a declaration, including: the current date, your name, the action you are performing (e.g., "applying for 2FA reset" or "applying to unblock the account"), and the linked email/phone number.
Video requirements: recorded in one continuous take, no editing, no watermarks. If you are not comfortable in English, you can read the script in Chinese, but you must also display the English version written on a piece of paper alongside your ID.
Supported video formats: .mp4, .mov, .rmvb.
How to know it's complete: The ID photos are taken, and the video (if required) is recorded and saved as an uploadable file.
The standard Binance declaration video script reference: "Today is [DD/MM/YYYY], I am applying to reset my account's Google/SMS/email/passkey security verification. I confirm this is my own operation. I am contacting Binance customer service to apply for resetting XX for my Binance account
Step 2: Prepare Proof of Account Ownership (Required for All Cases)
What to do: Provide information that proves you own the account.
How to do it:
Clearly fill in at least one of the following in the ticket:
Account UID (can be found on the [User Center] page)
Registered email address linked to the account
Linked mobile phone number
If this is a "Forgot Account" appeal, you must additionally submit a video declaration reading: "Today is DD-MM-YYYY. I forgot my Binance account due to personal reasons. Please help to provide the account information."
How to know it's complete: The UID, email, or phone number is noted down and can be directly pasted into the ticket.
Step 3: Prepare Supplementary Materials Based on the Issue Type
What to do: Prepare the corresponding additional supporting documents according to your specific issue.
How to do it:
Case A: Appeal or Manual Review After Rejection
The ticket content must include: account UID, the time the restriction took effect, and the self-check actions already performed.
Attach a screenshot of the rejection on the verification page or a screenshot of the email notification.
If proof of address is required: a utility bill (water, electricity, gas) or bank statement from the last 3 months (PDF or JPG format).
Case B: Source of Wealth (SOW) Review or Large Transaction Risk Control
Salary type: bank statements from the last three months, the latest payslip, tax certificate from the previous year.
Self-employed type: service contracts, invoices, profit and loss statement (stamped with company seal).
On-chain trading profits: Binance spot transaction details from the last 30 days, withdrawal hash records.
Recommended file naming format: "SOW_Name_Type_Date.pdf".
Case C: Resetting Two-Factor Authentication (2FA)
Prepare a declaration video according to Step 1, in which you must clearly state "I am applying to reset my account's Google/SMS/email/passkey security verification."
Also submit photos of the identity document shown in the video.
Case D: Multiple Faces / Twin Issues
Submit photos of the front and back of all identity documents that have appeared in the verification records.
Record a declaration video including all involved parties, where each person holds their own document and reads the declaration in turn.
Case E: Supplementary Deposit Records (for Account Recovery or Risk Control Appeals)
Record a video showing the history of deposits from another platform to Binance (for old accounts, find records older than 3 months; for new accounts, find the first deposit record).
The video needs to show: your face, your identity document, and the deposit details from the third-party platform (coin, amount, time, hash).
How to know it's complete: You have collected all the supplementary materials required for your issue, and all files have been prepared according to the formatting requirements.
Source of wealth documents generally take 3-5 business days for review. Before submitting, ensure each document contains clearly legible name, date, amount, and issuing authority identifier.
Step 4: Submit the Ticket via Online Customer Service
What to do: Submit your ticket through the Binance Help Center in the App or on the website.
How to do it:
In the Binance App, click [Help Center] → [Contact Customer Service] → [Account Issues].
Select the corresponding issue category (e.g., "Identity Verification", "Account Restriction", "Withdrawal Restricted").
Fill in the form as required: account UID, issue description, steps already taken.
Upload all the materials prepared in Steps 1-3 together.
After submission, obtain the ticket number and keep it safe.
How to know it's complete: The ticket is successfully submitted, a ticket number is received, and the page shows "Submitted" or "In Progress".
Common Reasons for Failure
The most common reason for submitted materials being rejected is that the ID photos do not meet requirements. Many users submit rephotographed, screenshotted, or watermarked photos, which are deemed invalid by the system. Another reason is an incomplete declaration video—the entire script was not read as required, or the face/ID in the frame is not clear.
Risk Reminders
Do not submit false documents: Binance's compliance team will verify the authenticity of the documents. Once fraud is detected, the account will be permanently frozen.
Do not use screen recording software instead of real filming: Whether it is ID photos or declaration videos, Binance explicitly requires original, physically captured files; screen recordings are not accepted.
Keep the ticket number safe: After submission, the ticket number is the sole proof for tracking progress. Save a screenshot to avoid losing it.
Next steps: Based on the type of problem you are facing, prepare the materials item by item according to the list above. The key points are: ID photos must be clear, the declaration video must be read as required, and the supplementary materials must match the specific issue type. Gather all materials before submitting the ticket—getting it right in one go is much faster than repeatedly resubmitting documents. After submission, pay attention to email and in-app notifications. Routine reviews typically take 1-3 business days, while source of wealth reviews take about 3-5 business days. If you have not received a reply within that timeframe, follow up with customer service using your ticket number.
