How to Retrieve a Deposit That Hasn’t Arrived With Self-Service Recovery?

Last updated: 07 June 2024

As a leading cryptocurrency exchange, Binance leverages advanced technology and industry best practices to keep your assets secure and ensure an efficient recovery process. If your deposited funds haven’t arrived in your Binance account, you can apply for self-service recovery to retrieve them. A dedicated team will meticulously examine each application to assess the feasibility of recovery.

1. What transactions are eligible for self-service recovery?

• The transaction is depositing into your account:

You can only request self-service recovery for crypto deposited into your Binance account.

• The transaction is marked as “confirmed/success” on the blockchain:

Please only submit applications for transactions that are marked as “confirmed/success” on the blockchain. We cannot assist you if the transaction is marked as “unconfirmed” or “failed”.

• If the transaction is marked as “confirmed/success”, click here to check the transaction status with your TxID/TxHash.
• Check the transaction status via the relevant withdrawal platform to see if it shows “completed/arrived”. If it shows as “unconfirmed” or “failed”, please contact the relevant platform for further assistance.

For more details, please refer to How to Find my Transaction ID (TxID).

• The transaction doesn’t contain a tag or memo:

For certain tokens and blockchains, such as BNB and BEP2, you need to enter the corresponding tag or memo before you could successfully deposit funds. Please make sure you’ve entered the correct tag or memo. In this case, you can apply for recovery here.

If you’re not sure whether your transaction can be retrieved from wrong memo/tag recovery, you may check here by entering the TxID/TxHash.

For more details, please refer to How to Retrieve Crypto Deposit with Wrong or Missing Tag/Memo?.

• The transaction meets the conditions stated in the BNB Pioneer Burn Program:

If the deposited token, destination contract address, and deposit value all meet the conditions stated in the BNB Pioneer Burn Program, we will be able to assist. Otherwise, your submission will be rejected. For more details, please refer to the BNB Pioneer Burn Program announcement.

If your transaction is eligible for self-service recovery and your funds still haven’t arrived after 1 hour, please fill in the self-service recovery application to retrieve your funds.

2. What transactions are ineligible for self-service recovery?

Some transactions are ineligible for self-service recovery, such as:

• Withdrawal transactions: If you entered the wrong withdrawal address and your funds have already been withdrawn from your Binance account, we are unable to assist you.
• You are the sender: If you deposited funds to another user’s account, and they haven’t arrived, we cannot assist you.
• The deposit address is a contract address not supported by the BNB Pioneer Burn Program.
• You are applying on behalf of others.

3. How to use self-service recovery to retrieve my funds?

1. Log in to your Binance account and visit this link. Copy and paste the TxID/TxHash of the deposit you wish to retrieve and click [Submit].

*A TxID/TxHash is an identification number that labels each transaction on the blockchain. Please make sure you copy the correct TxID/TxHash.

2. If the transaction is already in the system, the following information, including the coin, network, your Binance deposit address, and deposit amount will be automatically filled in. You can review, edit, and submit the transaction information.

If the TxID/TxHash is not in the system, please fill in the required information.

• Coin:

You can use the search function to find the coin you want to retrieve. Please enter the complete ticker symbol of the coin (i.e., “sUSD” instead of “USD”) to avoid confusion. If you can’t find the coin you deposited, enter the coin manually and click [Confirm].

• Deposit Network/Address:

Enter the network and address according to what is shown on the blockchain page. For deposit addresses, please refer to the “to address” (it might be shown as “destination address”, “receiver” or other similar description on some blockchains).

• Deposit Amount:
  • Please enter the deposited amount accurately;
• We support up to 8 decimal places. You can leave out the decimals after that;
• Please remove all separators.

3. Confirm your application details. Click [Confirm] to submit.

4. Check the application status from [Application Records].

• You may need to submit additional information for the application. For example, upload a video to prove the authenticity of the deposit. Please follow the instructions to record your video.
• If the deposit is a withdrawal return from another platform, please provide records between you and the platform that includes the TxID.

5. If the retrieval is successful, a processing fee will be charged.

• Ensure the address you want the funds to be retrieved to is correct.
• Provide a tag or memo if required.

Frequently Asked Questions

1. Why does the system say my deposit network/address is incorrect?

The address you entered should be your Binance wallet address or a Binance hot wallet address. If the system rejects your application, please check if:

• You’re trying to retrieve a withdrawal transaction;
• You’re the sender of this transaction (i.e., you deposited funds to another user’s account and it hasn’t arrived);
• Your deposit address is a contract address, which is not supported by the BNB Pioneer Burn Program;
• You’re applying on behalf of others.

These types of transactions cannot be recovered via self-service recovery. Please contact Binance Support for more assistance.

2. Is there a fee for retrieving my funds?

Fees are only collected if the retrieval is successful. You can check the fee amount under your application in [Application Records].

You can find more details in the below table, including:

• An overview of potential scenarios for incorrect deposits
• The projected wait time for recovering your funds
• The expected fees for retrieval
• The outcome you can anticipate upon resolution (refund or credit)

Please note that successful recovery of funds is not guaranteed, and not all deposits can be retrieved due to factors such as development resources, manpower, and technical complexities. This table does not represent a binding commitment from Binance to recover your funds in every circumstance. Ultimately, you are responsible for your funds, and it's essential to thoroughly understand our services before using them.

Disclaimer: This table only contains general information, and certain retrieval processes may take longer than stated. Various factors can extend the duration, including the type of unsupported tokens and the complexity of their recovery. Fees are subject to change and not fixed. They may vary in accordance with changing market conditions, operational costs, and technological advancements.

3. Why is my application rejected?

Here are some of the common reasons:

• Incorrect TxID/TxHash or address: If your TxID/TxHash and address do not match, we cannot check the transaction on the blockchain. Therefore, we strongly suggest you directly copy and paste the TxID/TxHash and address instead of entering it manually.
• Mismatched deposit amount: The deposit amount you entered does not match the blockchain record.
• Transaction already arrived: The transaction you are trying to retrieve has already arrived before or during the retrieval process. Please do not submit your application again. You should also check whether the deposit has arrived before you apply.
• Unconfirmed or unfound transaction: Your transaction hasn’t been confirmed or cannot be found on the blockchain. Please make sure that the transaction status is “confirmed/success” and that you can view the complete transaction details on the blockchain explorer.
• Zero transaction amount: The transaction amount is shown as “0” on the blockchain. We cannot assist you with this situation.
• Non-deposit related transaction: The transaction you are trying to submit is not related to deposit retrieval (i.e., withdrawals-, fiat, or account-related).
• Unsupported contract address: You deposited tokens to a contract address, but the token, contract address, or deposit value do not meet the conditions stated in the BNB Pioneer Burn Program.