Summary: When completing Identity Verification or Video Verification on the OKX platform, please ensure that your ID is not already associated with another account, and that your mobile app is updated to the latest version. Below are some possible reasons that may lead to a failed identity verification: Unable to upload photos in the app Issue Description: You encounter a problem when trying to upload ID photos for identity verification.

Insufficient available balance You need to have sufficient available balance when placing an order. The formula for calculating available balance is: Available Balance = Account Balance + Unrealized P&L - Position Margin. If your current positions occupy most of your margin, or your losses reduce your account balance, you may not be able to place new orders. 7.

When you deposit funds to our platform, if the receiving address, deposit network, and token contract are correct, and there is a record on the blockchain, but the funds haven't arrived, this may be due to the following reasons: There's a delay in syncing the blockchain to the platform: for the token you deposited, there may be a delay in syncing from the blockchain to the platform’s wallet, which can result in the deposit not being credited and not showing up in your assets.

Phone verification: when you request phone verification, we'll call the phone number linked to your account. Just follow the voice prompts: select 1 to confirm authorization or 2 to cancel it. You can request up to 5 phone verification calls in 1 hour. Email verification: when you request email verification, we'll send a link to the email linked to your account. Open this link to confirm authorization. If you can't open the link from email, try copying and pasting it to your browser.

How do I check institutional verification status? To view the current status of your application, proceed to the verification page. If you see a Continue option, it indicates that your application is incomplete. Select Continue to resume your application and ensure it’s complete before final submission.What should I do if I'm unable to save or proceed on the application page? Ensure that all...

As part of OKX onboarding process, the entity making an application (hereafter, the "Applicant") to be verified and onboarded as an institutional customer shall have to agree, acknowledge and attest the following statements: Applicant hereby makes the statements set forth herein, with effect from the date of execution, to provide OKX with certain information needed to confirm that Applicant is...

There are no changes to the login process for the app version.Tips when entering your address Enter your full address (street, unit number if applicable, city, postal code, etc.) using the required format shown on screen. If proof of address is required, ensure your document (utility bill, bank statement, etc.) clearly shows the same address. Use the latest version of the OKX app or access the website with an updated browser. Ensure uploaded images and documents are clear and readable.

Your settings will be retained even when you reopen the app.

If you're in regulated regions, your crypto transactions are subjected to the Travel Rule as per local laws, which may require additional information for it to be unlocked. You can find out more about the Travel Rule in the Travel Rule FAQ. You can unlock your deposit with the following guide:1. Start the deposit unlocking process Go to the Asset page, find your locked deposit, and select Submit...

Then, submit the request and complete the necessary password or verification steps.Important note: If you’re withdrawing to a saved address from your address book, the Tag/Memo field may not appear, as it was already saved when the address was added. If you're unsure whether the receiving platform requires a tag/memo, contact them to confirm before proceeding. Never enter random digits — submitting an incorrect tag/memo may result in permanent loss of funds.

Why did my purchases with my cash balance fail? A purchase may fail due to reasons such as insufficient balance, high market volatility, or a system error. If you encounter any issues, please retry as it maybe a temporary issue. If the issue still exists, feel free to reach out to our customer support for further assistance.3. Why am I seeing a subset of crypto on Buy/Sell crypto list when buying with my cash balance?

For this reason, when the OKX app detects that your device is rooted, you will receive a security prompt to help prevent the loss of assets.What should you do? If you receive a security prompt on the OKX app, it's best to stop your current operations on the app immediately and check your device's operating environment to prevent safety risks.

Why did purchases with my cash balance fail? A purchase may fail due to reasons such as insufficient balance, high market volatility, or a system error. If you encounter any issues, please retry as it maybe a temporary issue. If the issue still exists, feel free to reach out to our customer support for further assistance.3. Why am I seeing a subset of crypto on Buy/Sell crypto list when buying with my cash balance?

Why did my passkey stop working after reinstalling the Android app? On Android, uninstalling and reinstalling the app clears local security data, including your passkeys. As a result, previously bound passkeys become invalid, and you'll need to bind your passkey again after reinstalling. To prevent this in the future, update the app directly through the Google Play Store instead of uninstalling it. Updating the app keeps your existing passkey active.

Why did my identity verification for individual account get rejected? We reject verification for various reasons in accordance to our Terms of Service.3. Do I need to submit a new form of identification to verify my individual account? You may be asked to upload an updated form of identification if it's deemed necessary.4. Why is my individual account frozen? Your account may be frozen if you don't complete your identity verification within the stated grace period.