Frequently Asked Questions (FAQ) in OKX

Mar 10, 2023 228 0

Account

How do I close my account?

For now, the only way you can close your account is by contacting customer support with that request. If you have a verification issue or want to change your ID info, submit a request and select Identity verification. If there are any other questions or issues, share them with us at [email protected]. Wed love to hear how we can do better.

To close your account, send the following to customer support at [email protected]:

Copies of documents you used for verification
Reasons for closing your account

We’ll check your info and help you close your account.

My authenticator app isn’t working

If you’ve lost access to your authenticator app or it’s not working properly, try the following.

My authenticator codes aren’t working on OKX

Try these fixes first to see if you can get your app working again:

Sync your authenticator app time. For example, Google Authenticator has this feature under Settings Time correction for codes Sync now.
Automate your mobile phone time. If your authenticator app doesn’t support time syncing, you can automate it in your device’s general settings:
- Android: Settings General Management Date and time Automatic date and time.
- iOS: Settings General Date Time Set Automatically.
Sync your mobile phone and desktop times.
Clear your desktop browser cache and cookies.
Try entering your authenticator codes using the OKX mobile app instead.

If this doesn’t help, delete and link your authenticator app again. For this, you’ll need the authenticator key or QR code you used for the first linking. Learn more about linking authenticator apps.

I want to reset my authenticator app, and I can still log in to my OKX account

1. Log in to your OKX account.

2. Go to Security settings under your profile icon (it’s called Security in the OKX mobile app).

3. Go to the Authenticator app or Google Authenticator

4. Select Reset and follow the on-screen instructions.

Note that you won’t be able to withdraw funds within 24 hours after resetting or changing your authenticator app.

I want to reset my authenticator app, but I cant log in to my OKX account

1. Try logging in using your email and password.

2. You’ll see the 2-step verification page and Reset option (tap Didn’t receive the code? first in the OKX mobile app).

3. Select Reset and follow the on-screen instructions.

If you still can get SMS codes sent to your mobile phone, try logging in this way. Once you’ve logged in to your OKX account, you’ll be able to reset your authenticator app.

I tried everything, but nothing helps!

Keep calm and contact our customer support at [email protected]. Use your email address linked to the same OKX account as the authenticator app. Describe your issue and attach the document you used for verification. We’ll check it and help you reset your authenticator app. Customer support may ask you to complete an extra video verification.

I havent received the SMS code

We send SMS codes to the mobile phone linked to your OKX account. Codes may take some time to arrive, and each is valid for 30 minutes. Your account will be locked if you enter incorrect codes 6 times within 30 minutes.

If you’re not receiving codes, try these solutions:

Clear your browser or mobile app cache, then request a new code.
Request a code on different OKX platforms: desktop browser, desktop app, mobile browser, or mobile app.
If you can’t log in, switch to voice confirmation. Select Call me instead to get the voice code (tap Didn’t receive the code? first in the OKX mobile app).

If this doesn’t help, submit a request or contact customer support at [email protected]. Use your email address linked to the same OKX account as the mobile phone.

How do I change the email linked to my account?

For now, the only way you can change your email address is by contacting customer support with that request. If you can access your current email, we recommend not changing it for higher security. Note that it’s impossible to completely unlink email.

To change your email, submit a request and select Account security Change email address.

You can also change your email by sending the following to customer support at [email protected]:

Current linked email
New email
Copies of documents you used for verification
Reason for changing

We’ll check your info and help you change your email address.

How do I change the phone number linked to my account?

If you’ve lost access to your mobile phone or want to change your number, try the following.

I want to change my phone number, and I can still log in to my OKX account

1. Log in to your account.

2. Go to Security settings under your profile icon (it’s called Security on the OKX mobile app).

3. Go to Mobile verification.

4. Select Change or Reset and follow the on-screen instructions.

Note that you won’t be able to withdraw funds within 24 hours after changing or resetting your mobile number.

I want to change my phone number, but I can’t log in to my OKX account
1. Try logging in using your email and password.

2. You’ll see the 2-step verification page and Reset option (tap Didn’t receive the code? first in the OKX mobile app).

3. Select Reset and follow the on-screen instructions.

I tried everything, but nothing helps!

Keep calm and contact our customer support at [email protected]. Use your email address linked to the same OKX account as the phone number. Describe your issue and attach the document you used for verification. We’ll check it and help you change your phone number. Customer support may ask you to complete an extra video verification.

Verification

How do I complete identity verification level 1?

How to verify in the app

In the OKX app, look for the profile icon in the app header. Tap on the icon, then choose Verification from the menu. Tap Verify Now and you’ll be asked for some combination of the following information, depending on your country:

Nationality
ID type
ID number
Legal first, middle, and last name

If you’ve input information correctly, verification should be instant and you’ll see a notification that you have been “Approved” for withdrawal.

How to verify on the web

Go to the account profile icon, found in the top navigation bar. Click on the icon and choose Verification from the dropdown menu.

Choose Individual account if you are trading for your personal purposes. You’ll be asked for some combination of the following information, depending on your country:

Nationality
ID type
ID number
Legal first, middle, and last name

If you’ve input valid information, verification should happen immediately.

Choose Corporate account if you are trading on behalf of a company or organization. You’ll be asked for some combination of the following information, depending on your country:

Nationality
Company name
Company registration number
Date of incorporation
Address and postal code
Consent documentation
Information about legal representation, controller(s), and authorized account users

How do I complete identity verification level 2?

OKX asks you to verify your identity to perform certain tasks on the exchange. You might have seen this process of verification referred to as KYC (Know Your Customer), and we do this to keep the exchange safe from fraud and other illicit activities.

Your level of verification determines your trading and withdrawal limits. Level 2 asks you to further verify your identity with photos. When you have verified, your daily withdrawal limit increases to the equivalent of 500 BTC.

How to verify in the app

In the OKX app, look for the profile icon in the app header. Tap on the icon, then choose Verification from the menu. You’ll be asked to confirm that the details you submitted for Level 1 are correct and current. If everything looks good, tap to confirm.

Your phone may ask you to give permission to the app to take photos. Tap “Allow” to proceed. Next you’ll be asked to take photos of the following

The front and back of your ID document
Your face

All photos will be taken at the time of verification, using your mobile phone. You will not be able to upload existing photos.

How to verify on the web

Go to the account profile icon, found in the top navigation bar. Click on the icon and choose Verification from the dropdown menu.

You should see a “Verified” status noted next to Level 1. If you do not, first complete Level 1 before moving to the next level. If you’re ready to proceed, you’ll be asked to submit the following:

Photos of the front and back of your ID document
A photo of your face

All photos will be taken at the time of verification, using your webcam or mobile phone. You will not be able to upload existing photos.

Unlike Level 1, Level 2 takes some time to process. You should receive your results within 3 days. If you haven’t heard from us in that time, contact support at [email protected].

How long will it take to verify my identity?

OKX verifies your identity to keep both your account and the exchange safe. Here what you can expect for each level of verification:

Level 1: You should get your result instantly, if you’ve correctly input your information.

Level 2: Can take up to 3 days. Please be sure to submit valid, unexpired documents.

Level 3: Can take up to 3 days. Please be sure to follow on-screen instruction to ensure your submission is accepted.

During times of high interest in cryptocurrency wait times may increase. We thank you for your patience during these times. You will receive confirmation that you’ve been verified by SMS or email notification. If you haven’t heard from us after 3 days, contact support at [email protected].

Deposit

How do I buy crypto in local currency?

It’s easy to buy crypto in your local currency with OKX. You can purchase crypto using these simple steps:

1. Log in to your OKX account and click Buy/Sell in the top menu.

2. You’ll see the Quick Trade tab with the interactive Buy widget. First, choose the currency you want to use to make the purchase. Then, choose the crypto you want to buy.

3. Enter the amount of your local currency you want to use to purchase crypto. Alternatively, you can select how much crypto you want to buy and we’ll calculate how much you will need to pay for it.

4. Select the payment method for purchasing crypto. Depending on your region, there might be several different options of how you can buy.

5. Click Buy to create your purchase order.

6. In the Quick Trade section you will see all of the offers that you can use to purchase crypto. The best offer is highlighted, and is based on fees, delivery time and seller rating. To get more information about the seller, click the information button.

7. Click Buy to finalize your order after selecting the best offer. OKX uses third party providers for purchasing crypto. You will be taken to the sellers website to complete the purchase. Click Pay with vendor to leave OKX and finish your purchase.

8. You’ll be redirected to the provider’s site where you can complete the purchase. After processing, you’re all set to receive crypto into your funding account.

Enter the amount of local currency you want to use to make the purchase in the You pay section. If you want to buy a specific amount of crypto, enter it in the You receive section.

What currencies and crypto are supported in Buy crypto?

You can find the full list of currencies you can purchase with and the crypto available for purchase by navigating to the Buy crypto page.

Select the currency drop down to see available currencies.

Then select the crypto drop down to view what is available for purchase.

If the crypto you want to buy isn’t listed in Buy crypto, check the Markets page to see a full list of tradable assets on OKX.

What payment methods are supported in Buy crypto?

OKX supports many different payment methods depending on your region and the type of currency you want to buy crypto with.

To see which payment methods are available to you, navigate to the Buy Crypto page. Choose the type of local currency you want to make the purchase with and how much crypto you want to buy.

In the Pay With dropdown menu, you can see the types of Payment Methods available for Buy Crypto.

If you do not see your desired payment method and P2P is available in your region, navigate to the P2P page to see more options.

I haven’t received my crypto or payment in a P2P order

Buyers of crypto

If you have completed payment and the seller has not sent your crypto, try to contact the seller first.

After you have completed payment the Payment made will change to Contact seller. Resolving the issue directly with the seller will be the fastest way to complete the transaction.

If you cannot reach the seller or cannot resolve the issue by contacting them, the next step will be to file an appeal. Click Appeal on the order page to start the process.

You will need to upload proof of payment and submit the appeals form. Customer support will contact you shortly after after.

During the appeal process, the crypto in question will be frozen and held until the dispute is resolved.

Sellers of crypto

If the buyer has not yet sent funds or confirmed payment, please contact them first to try resolving the dispute.

If you cannot resolve the issue, click Appeal to customer support to start the dispute process. You will need to choose the reason for the appeal and add additional supplemental information about the transaction.

After filling out this information and clicking Confirm, you will be asked to contact the buyer again to resolve the dispute. If the buyer cannot be contacted or refuses to settle, click Continue to appeal. You will need to upload proof of non-payment and any other additional information about the failed transaction.

After submitting the appeal, customer support will contact the buyer. You can track the status by clicking Appeal details.

Customer support will make a decision and release the crypto to the correct party after investigating the issue.

How do I appeal a P2P order as a buyer?

If you have completed payment and the seller has not sent your crypto, try to contact the seller first.

After you have completed payment the Payment made will change to Contact seller. Resolving the issue directly with the seller will be the fastest way to complete the transaction.

If you cannot reach the seller or cannot resolve the issue by contacting them, the next step will be to file an appeal. Click Appeal on the order page to start the process.

You will need to upload proof of payment and submit the appeals form. Customer support will contact you shortly after.

During the appeal process, the crypto in question will be frozen and held until the dispute is resolved.

How do I appeal a P2P order as a seller?

If the buyer has not yet sent funds or confirmed payment, please contact them first to try resolving the dispute.

If you cannot resolve the issue, click Appeal to customer support to start the dispute process. You will need to choose the reason for the appeal and add additional supplemental information about the transaction.

After filling out this information and clicking Confirm, you will be asked to contact the buyer again to resolve the dispute. If the buyer cannot be contacted or refuses to settle, click Continue to appeal. You will need to upload proof of non-payment and any other additional information about the failed transaction.

After submitting the appeal, customer support will contact the buyer. You can track the status by clicking Appeal details.

Customer support will make a decision and release the crypto to the correct party after investigating the issue.

Why hasnt my crypto arrived?

Sometimes your crypto can be delayed. In most cases, the blockchain is taking more time or confirmations than expected. Check the confirmation requirements to learn how long it can take.

Troubleshooting

Make sure you didn’t re-use an IOTA deposit address.
Double check the deposit address. If you send crypto other than the one specified by the address, you won’t get it back.
Double check the deposit amount. Any deposits less than the minimum will not be credited or refunded.
If your deposit is unconfirmed in the blockchain you’ll have to contact the remittance platform for support.
If your deposit is confirmed in the blockchain, you can contact us [email protected] with your deposit info so we can help.

Send us:

Type of crypto
Amount of deposit
Address
Transaction ID (TXID) or Hash ID

If you didn’t tag or used the wrong tag for your deposit, check the next steps in this article.

How do I fix a deposit with tag issues?

If you didn’t tag or used the wrong tag for your deposit, you’ll need to record a video and send it to us with a handwritten note at [email protected] so we can help.

The video should record:
- Logging into your withdrawal exchange (not OKX)
- Your withdrawal record page
- This transaction with the details (coin type, amount, TXID)
- The withdrawal address
The handwritten note:

I, (customer name), from (Country) Passport/ID holder with number XXXXX, deposited XXX (Amount) of (Crypto token) on Date (DD/MM/YY) at Time (HH:MM), into my OKX account, registered with (mobile number/email ID/phone number/email address).

The token didnt arrive at my OKX account because the correct tag is missing. I hereby declare that the details furnished above are correct and once the token is credit into my OKX account, the case is considered fully resolved.
(Please sign the note with your full name and date)