Note: Binance Card services in EEA will close on 20 December 2023. Binance accounts are unaffected and continue to operate as usual.
1. I don’t recognize the transaction on my Binance Card.
Please contact Customer Support on transaction disputes.
2. I can’t see the refund for my transaction.
Please contact Customer Support on transaction disputes.
3. My Binance Card is blocked, or transactions have been declined.
Please refer to the reasons below.
Decline Reason | What Can I Do? |
Your Card is Locked | Please unblock the chip of your Card. You may contact Customer Support to reorder a new Card. If you see a yellow banner at the top of your Card Dashboard, follow the instructions to unlock your Card. For more information, please refer to How to Make Payments with Binance Card. |
Your Card is Inactive | Please go to your Card Dashboard to activate your Card. |
Your Card is Frozen | Please contact Customer Support to find out more. |
Insufficient Balance | Please go to your Card Dashboard to top up your Funding Wallet. |
ATM Limit Exceeded | Your daily limit has been reached. It will be reset by the following 00:00 the following day hours. |
Invalid PIN | Please enter the correct 4-digit PIN. You may check your PIN from your Card Dashboard. |
Incorrect Card Information | Please go to your Card Dashboard to view your Card details when making a transaction. |
Transaction Authentication Failed | The transaction has failed. Please try again. For more information, please refer to How to Make Payments with Binance Card. |
Others | Please contact Customer Support to find out more. |
4. Why do I see a negative balance on the Funding Wallet?
Several reasons may cause a negative balance on your Funding Wallet:
- The estimated foreign-currency exchange rate on the day of transaction differs from the rate at settlement;
- The final transaction amount billed by the merchant is higher than the initial authorized amount. For example, you authorized 200 EUR for a night at the hotel, but additional expenses were incurred during your stay and the final transacted amount is 300 EUR;
- Other technical issues.
If none of the above is applicable, please contact customer support for assistance.