OKX account help:
find your problem, then the fix.
Pick the row below that matches what you see on screen. Login and verification-code problems, failed ID checks, pending withdrawals and missing deposits are answered on this page; a frozen, restricted or suspended account has its own guide, Why is my OKX account frozen? Whatever the problem, OKX support never messages you first and never charges a fee to fix an account.
| What you see | Most likely cause | Where to go |
|---|---|---|
| The site or app won't load, or login fails | Wrong address, old app version, network or region | Won't load or can't log in |
| No SMS or email code | SMS filters, spam folder, wrong country code | Codes and ID checks |
| Identity verification failed | Photo quality, mismatched details, ID already used | Codes and ID checks |
| Withdrawals paused right after a password or 2FA change | OKX's 24-hour security hold | The 24-hour hold |
| Account frozen, restricted, locked or suspended | Risk review, P2P T+N lock, bought account, legal freeze and more | Why is my OKX account frozen? |
| Withdrawal pending or deposit missing | Network congestion, confirmations, missing memo or tag | Missing funds |
| Worried about being hacked | SMS-only 2FA, phishing emails | Security settings |
OKX won't load or you can't log in
- Check the URL: only okx.com. Lookalike sites and “new official address” links in search results or messages are mostly phishing.
- Update the app from an official store or the OKX download page.
- Clear cache and switch networks between Wi-Fi and mobile data.
- Check regional restrictions: OKX doesn't serve some countries and regions.
- Contact live chat from the app or website.
We never provide ways to bypass network or regional restrictions. Follow your local laws.
No verification code, or ID verification failed
No SMS or email code
- SMS: check whether international or promotional SMS is blocked and the country code is right, then wait 60 seconds and resend.
- Email: check spam and promotions folders, and allowlist OKX's official sender domain.
- Still failing: use a voice code if offered, or contact OKX live chat. Signing up with email instead doesn't get around the SMS code: OKX asks for both an email address and a phone number when you sign up (OKX account registration guide, updated 11 August 2026).
Identity verification (KYC) failed
- Glare, blur or cropped edges on the ID photo;
- Name or ID number doesn't match the document;
- Face check in poor light, or with a hat or reflective glasses;
- The ID is already verified on another account (one identity, one account).
Retake as prompted. After repeated failures, ask live chat for a manual review.
Account frozen, restricted or suspended?
Freezes have their own guide: Why is my OKX account frozen? It sorts them into security holds, P2P T+N locks, risk reviews, bought or shared accounts, police and court freezes, and region or coin-level suspensions, with how long each one lasts, how to appeal and what to prepare. The short version:
- Changed your password or 2FA? OKX pauses withdrawals for 24 hours and the hold lifts on its own (the 24-hour hold).
- Bought crypto through P2P? Only that order's amount may be locked for 3, 7 or 15 calendar days (T+N locks).
- Got an email about a review? Appeal in the app and send exactly what the email asks for (how to appeal).
- Using an account in someone else's name, or told a court or police asked for the freeze? Live chat can't simply lift those (bought accounts, legal freezes).
OKX never charges an “unfreeze fee”, “deposit” or “verification fee”, and never asks you to move funds to a “safe account”. Anyone who does is a scammer.
Withdrawal pending or deposit missing
| Situation | Likely cause | What to do |
|---|---|---|
| Withdrawal “processing” | Security review or network congestion | Wait until the estimated time, then contact support |
| Withdrawal complete, not received | Receiving platform delay or wrong network | Look up the TxID in a block explorer and contact the receiver |
| Deposit not arriving | Not enough confirmations, missing memo/tag | Wait for confirmations; missing memos need a recovery request |
| Sent on the wrong network | Network doesn't match the address | Ask support whether recovery is possible (not guaranteed) |
Confirmed on-chain transfers can't be reversed, so always test with a small amount first.
Five security settings every new user should enable
- Passkey or authenticator app: safer than SMS codes.
- Anti-phishing code: genuine OKX emails show it; if it's missing, the email is fake.
- Withdrawal address allowlist: only withdraw to addresses you added.
- Face check for large withdrawals: an extra layer if your password leaks.
- Review logged-in devices and remove anything you don't recognize.
In September 2026 OKX launched OKX Shield in the European Economic Area: accounts with the required security settings can be reimbursed up to €500,000 after a third-party account takeover (EEA only, subject to OKX terms). Wherever you are, turn these settings on.
No OKX account yet? Click the button to sign up: invite code OK66688 is applied automatically, nothing to type. Only if you register inside the OKX app yourself do you enter it by hand. OKX's sign-up page shows a 20% trading-fee discount (checked 2026-10-16); new user rewards follow the campaign page.
Account help
questions.
01How do I contact OKX support?
Use live chat in the OKX app or on okx.com. Official support never messages you first and never asks for passwords, codes or seed phrases.
02Will I get my funds back if my account is frozen?
A frozen account isn't a closed one, and a risk-control restriction is lifted once you submit the documents asked for and the review finds no risk. Freezes requested by police or a court depend on that authority. Our guide to frozen OKX accounts explains each type.
03Why can't I withdraw after changing my password?
OKX's help centre says withdrawals aren't allowed for 24 hours after you change your login password or any authentication method. The hold lifts automatically; no appeal is needed.
04Is a lookalike or “new address” OKX site safe?
No. Lookalike sites and “new address” links sent in messages or shown in search ads are mostly phishing pages that steal logins. Type okx.com yourself or use the official app.
05Someone offers to unfreeze my account for a fee. Legit?
No. Paid unfreeze and recovery services are scams. Only deal with official support.
06My deposit went to the wrong network. Is it lost?
Not always. Contact support with the TxID; some cases can be recovered, but it isn't guaranteed.
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OKX account restricted?Why is my OKX account frozen?
Security holds, P2P T+N locks, risk reviews, bought accounts and police or court freezes: how long each lasts and how to appeal.