- Now that you said that, it really doesn't make any sense. Binance sends verification codes to that email after all. This is what she said to explain why she can't log into her account even though the username and password are what we wrote into her notebook, back when we are setting up her account. But now that I think of it: what's more probable is that at some point she tried to log into her account, realized she doesn't remember her password (and forgot she has it in a notebook) went through the "Forgot password" procedure, changed the password and then forgot all of that too. And now she thinks this original password is still valid when it isn't. This is common issue among older people who are not versed in internet stuff. They haphazardly type passwords and promptly forget them thinking "Forgot password" will be to the rescue. Even though I warned her specifically that if she loses her credentials she would lose her money.

- Yes that's what the Binance rep said, and what we're going to do some time this week.

Hi again!

It did occur to me that I shouldn't mention that I'm doing this on behalf of somebody else but I was honest with the with the support person. Knowing that I'm going to eventually get to a live support, it was quite easy. All I had to do is select the most relevant question click on "Not resolved" or "not relevant" and I was asked if I want to enter a live chat with a representative. I did and a person responded. I explained the situation to them the way I did in this thread and he gave me relevant instructions. I had to log out of my personal account open another chat select "continue as Visitor" and supply the email address of her account when asked for it. Then verify it by typing a number sent to it. "had to call her to tell it to me". After that was done I again selected the most relevant question, then click "Unresolved" and "Not relevant" and I was connected again to a live representative. This time he instructed me that she has to repeat this procedure herself and record a video of herself holding her personal ID card and say the following:

"Today is DD-MM-YYYY, I'm applying to reset the Google security verification (2FA) for my account. I confirm that it is my activity, and I am contacting Binance customer service to reset Google security verification for my Binance account XXXXX@XXXXX.com"

Of course replacing the placeholders with the actual data. And then she needs to send this video to the opened chat as an attachment which can be done easily. This way her 2FA verification would be reset and she'll be able to reset her password without being asked for google authenticator code. Supposedly... I hope it works. We're going to try it in the upcoming days. Now, there's a little problem that she doesn't speak English. So we're going to try and have that text printed on ta sheet of paper that she'll hold alongside the ID card, and I'll zoom to it while I record the video. If that doesn't work she'll have to stretch her English "muscles" XD

Thanks to every body who responded and special thanks to Rikafip for the quick and helpful response.

P.S. Yes it is a verified account. They do have pictures of her ID card and a selfie of her.

Thanks a lot for your response! That's great help, I'll do just as you said. And I'll post here on the results I get.
Thanks again! 

Hi All

I just registered, and I have no idea in which section to write my question in, but I'm growing desperate so I'll post it here:

Few years back I helped a friend of mine register an account in Binance. Subsequently she bought 2 ETH which she kept in the Binance account itself (I know - terrible idea but she was way too tech un-savvy for anything else). Years pass and she doesn't log into her Binance account at all. In the mean time her phone breaks down and she loses the Binance entry into her google authenticator. So she cannot receive the google authenticator codes for 2FA. But since she doesn't log in regularly, she doesn't bother to do anything about it. Also in the meantime Binance stops working with the email service my friend used to register her Binance account. Meaning the email she would use to log into her account is no longer supported by Binance. But again she doesn't realize that because the doesn't log into her account at all.

And this is the situation: Entering correct username and password results in failure to login with cause: wrong password. (Even though we're SURE the credentials are correct since we wrote them down when we made the registration) The "Forgot password" procedure is no good either, since it requires the authenticator code which she doesn't have access to. Resetting the 2FA requires correct username and password - in other words classic paragraph 22.

I tried fighting with Binance Support Center but it only managed to infuriate me! You cannot seek help on behalf of someone else! And if you want support for yourself the first thing is to f**ing login. So I cannot seek help form my Binance account and I cannot get help through hers. When I type "Cannot log in" form my account the stupid AI pot responds with "You seem to be logged in". "Splendid"! When I ask: "what to if someone cannot log in" it responds "You cannot get support on behalf of someone else." There is no way to email a living human being the text I'm writing here. Only US customers of Binance have this option. And when I emailed BinanceUS anyway, they simply responded "We only support US customers". The reddit r/Binance forum is highly restrictive. It requires you to open a case with the official Binance Support Center which I don know how to do, and I don't seem to find information on how to do.

The situation is atrocious. Well the negligence of my friend contributed greatly but I'd like to help her anyway.
I would deeply appreciate if someone can give me any information on how to proceed!

Thanks in advance!
Best regards!