We’re user-obsessed at Binance. Everything we do, we do to provide quality service and great user experience. Our Customer Support team shoulders important responsibilities in helping improve general safety awareness among our users and promoting safety measures for protecting your assets.
Binance currently supports over 15 million users across 180 countries and regions via 24/7 live customer support in eight languages, and our team members come from diverse professional and cultural backgrounds. We train every support agent in-house to ensure that everyone has first-hand experience with all Binance products and services and maintains close communication with the rest of our teams.
They regularly share your feedback with the product and risk control teams at Binance so that we can respond dynamically to requests and constantly improve user experience. Without your feedback and open communication, we wouldn’t be where we are today.
Prevention is better than a cure.
Our users experience various situations that come through to the Customer Support desk; some cases are simple user guidance or functionality troubleshooting, while others might concern phishing attacks, potential loss of funds, or identity theft. Knowing how to protect and prevent these attacks is crucial for these more severe cases.
The same principles of privacy, censorship resistance, and decentralization that make cryptocurrencies attractive to you also make them appealing to malicious actors. With cryptocurrencies, it’s also easier to make a costly mistake if you accidentally deposit it to an incorrect address. Here are some of the most common customer support cases you can avoid by staying informed and aware, as well as suggestions from our team to protect yourself and your assets better.
1. Impersonation
In this attack, the attacker usually impersonates a trading expert, customer support agent, or cryptocurrency influencer intending to obtain your login details and personal information to steal funds. You should never send your crypto to any unverified addresses.
Remember: Binance support agents will never ask for your login password or request funds. Keep your personal information confidential, be careful about clicking any non-secure links, and do not share your login details with any third-party, trading services, or experts.
2. Unsecure API
If you’re a trader, you’re friendly with the term API. An application programming interface (API) is a code that allows two applications to share information, and Binance offers a wide range of secure APIs. APIs from third-party sources, however, can be infected or contain security holes, resulting in loss of funds or account theft. Using a third-party service can unintentionally leak your account information or API Key, allowing the hacker to transfer your funds through a reverse transaction illegally.
Remember: Do not use APIs or plug-ins from unknown sources or unverified third parties. Only use APIs that have a secure connection and come from a verified trusted source.
3. Deposit issues
We all know the nervousness when making cryptocurrency transactions. Some of the most common deposit issues include:
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Incorrect crypto addresses, i.e., sending BTC to ETH address
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Deposits of unsupported or de-listed cryptocurrency
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Confusion between two cryptos with the same name
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Incorrect or forgotten memos or labels when depositing label tokens
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Deposit addresses tampered with by malicious software
To help prevent these issues, we offer allow listing and labeling features, which allow you to create a list of trusted addresses or give a name to individual addresses.
Remember: Always deposit a supported cryptocurrency and use the correct ticker. Always double-check the deposit address before making the transaction. Enable allowlist, labeling, and two-step withdrawal authentication.
Stay in charge of your security.
Thanks to our highest security standards and dedicated teams working 24/7, we can protect users against various attacks. Contact Binance Customer Support for any of these cases, and our team will provide support promptly. In many cases, Binance can help you prevent or recover certain losses. However, the weakest link in security is still the user themself, and users should take precautionary measures to the extent possible.
To minimize risks and improve your safety, we recommend you continuously read about and seek new knowledge on further security measures you can adopt. The best time to start was yesterday; the second-best time is now. Learn how to Secure Your Binance Account in 7 Simple Steps, or check out 5 Security Tips From the Pros to protect your crypto. Binance will continue to safeguard your funds. Confirm the legitimacy of any Binance email, domain, or contact using Binance Verify. Look out for fraudulent behaviors and contact Binance Customer Support through our official channels promptly anytime you have a question or concern. We’re hereWe’reelp.