If your account has restricted functions, don't panic. The most direct way to solve it is to first find out the reason, then submit materials through the official ticket or email channel. Function restrictions are usually not aimed at you personally. Instead, the platform's risk control system has triggered a protection mechanism. Do not try to force your way through by breaking the rules. Following the steps is the fastest way to resolve the issue.
A leading global cryptocurrency platform,suitable for both beginners and experienced traders.
New user benefit: 20% off trading fees upon registration!！
Step 1: Find Out the Reason First, Don't Guess
[What to do]: Log in to your account, find the system notification, and determine the restriction type and reason.
[How to do it]:
App: Tap [My] → [Security Center], find the "Restriction Records" entry, and check the restriction type marked by the system (such as "Withdrawal Disabled" or "View Only Mode") and the trigger keywords (such as "Abnormal Trading Behavior" or "Device Environment Changed").
Check Notifications: Also check the [Message Center] in the App or your registered email to see if there is an official risk control notification. Official emails will explain the general reason, such as "Incomplete Identity Verification Information" or "Abnormal Transaction Detection Triggered."
[Completion Standard]: You clearly know why your account was restricted (such as RISK_004). This is the basis for your subsequent appeal.
High-Risk Reminder: Carefully verify the email source! The sender domain of official OKX emails must be @okx.com. Any email from a similar domain like okx-support.com is a phishing email. Do not click links in it, and never reveal your private key or password.
Step 2: Prepare Materials Based on the Reason
[What to do]: Based on the restriction reason you found, prepare the corresponding appeal materials. Incomplete or incorrect materials will only slow down the process.
[How to do it]: Prepare according to the most common situations:
Situation A (Identity Verification/KYC Issues): Prepare clear front and back photos of your ID card + a photo of you holding your ID card (both your face and the card information must be clear and unobstructed).
Situation B (Source of Funds or Abnormal Transactions): Prepare recent bank statements, screenshots of exchange deposit records, and on-chain transaction hashes (TxID).
Situation C (Address Association Risk): If you have interacted with an address marked as "high risk," prepare proof of source of funds and a written explanation.
[Completion Standard]: All materials are organized into images (JPG/PNG, each no larger than 5MB) and saved on your phone or computer.
Step 3: Submit Your Appeal Through Official Channels
[What to do]: Submit your appeal materials through official channels recognized by OKX. Don't take detours.
[How to do it]: OKX mainly accepts two types of appeals:
Channel A (In-App Form, Most Recommended): Open the OKX App, tap [My] → [Help Center] → [Online Support]. Type "Apply to Remove Restriction" in the chat box, and the system will pop up a dedicated appeal form. Fill in the restriction code and upload the prepared materials as required. Upload each type of material separately, and do not pack them into a compressed file.
Channel B (Email Appeal): Simultaneously send an email to
This email address is being protected from spambots. You need JavaScript enabled to view it. . The email subject format is: [Restriction Appeal] Last Four Digits of Your Registered Phone Number + Restriction Code. In the body, write your account UID and a brief explanation (no more than 200 words).
[Completion Standard]: After submission, the system generates a ticket number for you and shows the status as "Under Review."
Step 4: Follow Up on the Review, Don't Submit Repeatedly
[What to do]: After submitting, be patient, follow up in a timely manner, and supplement materials within the specified time.
[How to do it]: After submission, the review period is usually 1-5 business days.
Check Status: Go to [My] → [Help Center] → [My Tickets] to check the latest status ("Under Review," "Supplement Needed," or "Processed").
Supplement Materials: If the status changes to "Supplement Needed," you must click "Upload Supplementary Materials" within 48 hours and submit as required. Otherwise, the ticket will be automatically closed.
Don't Repeat: During the review period, do not repeatedly submit new tickets or upload files again. This will reset your queue position and slow down the processing.
Common Reasons for Failure: Submitting incomplete or unclear materials, or repeatedly submitting new tickets during the review period, causing the processing time to be extended.
FAQ
Q: What should I do if there is no update on my ticket after more than 5 business days?A: If there is no update after more than 5 business days, you can try calling the official OKX customer service hotline. Select "Account Risk Control Issues" according to the voice prompt, tell the agent your ticket number and account UID, and request to be transferred to a senior risk control specialist.
Q: My functions are restricted, but I cannot find the "Restriction Records" entry?A: If you cannot find it in the Security Center, go to [Help Center] and contact online support directly. Type "Apply to Remove Restriction," and the support agent will guide you into the appeal process or directly help you check the restriction type.
A leading global cryptocurrency platform,suitable for both beginners and experienced traders.
New user benefit: 20% off trading fees upon registration!！
Next Step
Now, open the OKX App and check the specific reason in "Restriction Records" under [Security Center]. Then organize your materials according to Step 2 above. If you have already submitted a ticket but there is no update, go to "My Tickets" to confirm the status — do not repeatedly retry trading or withdrawals without confirming the reason first.
