Bro, your ticket has been open for almost a week and the status is still stuck on "Processing." Are you starting to wonder—did they forget about me?
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Slow ticket updates are usually not because they forgot you. Most of the time, the ticket is stuck at the material review stage. The delay usually happens because the system is waiting for you to provide extra information. Today, no beating around the bush. I will tell you directly where to enter, what to submit, and how to follow up.
Step 1: Find the "Submit Additional Materials" Entry in the App
[What to do]: Find the action entry in the ticket details. When Binance handles complex cases, they usually notify you through a system message or email about what specific materials you need to provide. Many people cannot find the entry because they only check their email and do not open the "Notification Center" in the App.
[How to do it]:
App: Open the Binance App and tap the [Notification Center] icon in the bottom right corner. Or go to [Account Center] → [Support/Ticket History] to find your ticket number. Tap into it. If you see a button at the bottom of the page that says "Submit Additional Materials" or "Upload Documents," it means the system is waiting for your files.
Web: Log in to the official website. Hover over your avatar in the top right corner, select [Account] → [Support Tickets], find the relevant ticket, and check the action area at the bottom of the page.
[Completion Standard]: You can see the submit button, or you can see a message from customer support explaining what needs to be provided.
Common Failure Reason: Some people just resend the same content in the original ticket, or they only reply to the support email from their own mailbox. But the ticket system and email are not always synchronized. You need to submit through the ticket entry inside the App for it to count.
Step 2: Provide the Three Most Commonly Missing Materials
Tickets usually get stuck because one of the following three things was not provided completely, or the format was wrong.
Type 1: Identity Verification Video If the issue involves account risk control, appeals, or unblocking, customer support will ask you to record a declaration video. The content usually requires you to hold your ID document and clearly say: "Today is XXXX-XX-XX, I am applying for... (reason for action), and this is my account operation." The video must be recorded in one take, without editing, and your identity information must be clearly visible.
Type 2: Security Verification Questions Sometimes the system will ask you to answer questions about the IP address used at registration or the registration date. You can find this information in the "[Binance] Confirm your Registration" email sent by Binance. If you cannot answer these either, you will need to go through the "Forgot Account" appeal process and upload an identity declaration video and photos of your personal ID.
Type 3: Transaction Proof Screenshot If the issue involves a specific transfer or deposit, customer support may ask you to submit a screenshot of the withdrawal record from the third-party platform to verify that you are the actual sender of the funds.
[Completion Standard]: After uploading the materials, the page shows "Submitted" or "Upload Successful."
Step 3: If You Cannot Find the Entry At All—Use the New Ticket/Follow-up Path Directly
If you cannot see a supplement entry or a message from customer support in the ticket details, it means your ticket may have entered a "deep processing" stage, and the upload entry is not available in the standard interface.
Do not submit a new ticket repeatedly—this will reset your position in the processing queue. The correct way is:
Enter the chat through the [Live Chat] icon in the bottom right corner of the App. Say directly: "My ticket #XXXXXX has not been updated for X days. I want to check if I need to provide additional materials."
The support agent will check the actual processing status in the backend for you. If materials are indeed missing, they will send you a dedicated link to submit the additional materials.
After you submit as required, the agent will confirm receipt and notify the review team.
FAQ
Q: I submitted the additional materials through the entry. How long will it take to process?A: Binance's official commitment is: after an appeal is submitted, the review is usually completed within 1 business day (weekends not included). For more complex complaints, the goal is to provide an initial response within 30 business days.
Q: What if I am not satisfied with the final result of the ticket?A: You can formally submit a complaint. Binance customer support will give you a complaint number. The review period can take up to 30-60 business days, but this is a necessary step before entering a formal arbitration process.
The world's largest cryptocurrency exchange by trading volume,leading in security and liquidity.
New user benefit: Enjoy 20% off trading fees upon registration!
Next Step
Open the Binance App now. Go to [Account Center] → [Support Tickets] to find your ticket. Check if there is a "Submit Additional Materials" button at the bottom of the page. If there is, provide the required materials and wait 1-2 business days. If there is not, contact live chat support directly and ask: "Is my ticket #XXXXX missing any materials?"
