What to Record When Binance Customer Support Asks for a Video
When customer support asks you to record a video, the core is to capture three things: your face, your ID document, and the complete fund trail from the external platform to your Binance account. The video must be continuous and unedited; if you get it wrong, it will be sent back for re-recording.
Prerequisite: Figure Out Which Type of Video the Support Is Asking For
There are two main scenarios when Binance support asks users to record a video:
Scenario 1: Proving that a particular deposit was made by you (most common) — You need to record the deposit record from the external platform/wallet, showing the complete fund trail.
Scenario 2: Resetting 2FA or account frozen for risk control requiring video verification — You need to record a declaration video with specific spoken content.
Below we explain how to record both types of videos.
Scenario 1: Deposit Record Verification Video – What to Record and How
According to Binance's official requirements, this video must include the following:
Show your face at the beginning or end: Ensure the camera clearly captures your facial features.
Display your identification document: Clearly show your ID/passport information page in the video, preferably at the beginning.
Show the complete login process of the withdrawal platform: Don't just record your current account status; start from the login to prove the account is yours. Note: You don't need to show your password, just the login action itself.
Find the target deposit record: Open the transaction history page of that platform, find the fund that was deposited into the Binance account. Clearly show the date, asset type, amount, deposit address, and transaction hash (TxID).
Verify the transaction hash from a browser: Click on the transaction ID to display the full transaction details in a blockchain explorer and record it all.
What counts as complete: The video should be continuous from start to finish, no editing, no watermarks, and not recorded with screen recording software. Video format should be .mp4, .mov, or .rmvb.
Scenario 2: Declaration Video (Resetting 2FA / Withdrawal Freeze) – What to Record and How
Show face + hold ID: Hold the information page of your ID document, both your face and the document must be clearly visible.
Read the specified declaration: Clearly read the following statement to the camera:
"Today is [Date], I am applying to reset my account's Google/SMS/email/passkey security verification (2FA). I confirm that this is my own action. I am contacting Binance customer support to request a reset of the Google/SMS/email/passkey security verification for my Binance account [your registered email]."
What if you don't speak English: You can read it in your native language, but you need to write the above declaration on paper (including the correct date and email) and show it to the camera together with your ID document.
Common Reasons for Failure
The video was edited or recorded with screen recording software: Binance explicitly does not accept any edited videos or those captured with screen recording software. It must be recorded in one take with a mobile phone camera.
No face or ID displayed: The video must include both your face and the ID information page; both are required.
Only recorded a screenshot of the deposit confirmation email: Email screenshots are not accepted as proof. You must show the actual record from the external withdrawal platform and match it with the Binance deposit record.
Multiple videos submitted separately: All relevant materials must be recorded in the same single video; separate videos are not accepted.
Risk Reminder
There is a review period after video submission: After submission, the Binance team will review it in the background and notify you of the result via chat or email. Wait patiently during the review period; repeated submissions may actually slow down progress.
Do not add watermarks: Binance explicitly states that no watermarks are allowed in the video.
How to Confirm the Video Has Been Accepted
After submitting the video, keep an eye on the customer support chat window and your registered email. You will usually receive an automated reply first (e.g., "Received, under review"), and later a manual review will notify you whether it passed. If the review is rejected, the support will inform you of the specific reason; just re-record according to the instructions.
