Smart customer service is fast, while video appointments are reliable. For standard issues, you can chat with AI or a live agent and get them resolved in a few minutes. However, for matters related to identity verification, account unfreezing, or P2P disputes, customer service will likely ask you to schedule a video call — this is how OKX distinguishes whether the issue requires face-to-face verification.
Step 1: Find the online customer service entry in the App
This is the unified entry for both smart and human customer service.
How to do it: Open the OKX App, tap the profile icon in the top left corner, find [Help Center] in the menu, scroll to the bottom of the page and tap [Chat with us]. On the web version, scroll to the bottom of the homepage and click [Contact Us].
Completion standard: You enter the chat window, where you see common question categories and a text input box. If you can't log in, you can also access customer service from the login page by tapping [Help].
Common failure reason: Many people try to contact support via email or social media. OKX's online customer service is the fastest channel; other channels are not only slower but may also expose you to phishing risks.
Step 2: Decide whether to use smart customer service or live agent
After entering the chat, don't rush to type 'human agent' right away. Let the bot handle your query first.
Situation A: Standard issues (withdrawal not arrived, 2FA reset, KYC status check) Simply type a keyword about the problem (e.g., "KYC review") in the chat box. The AI will send a standard answer or guide you to the relevant function. If the answer doesn't solve your problem, type "human agent" or "transfer to agent" to connect to a live representative. You may need to queue during peak hours.
Situation B: Account security incidents (hacked, scammed, unusual login) Type "hacked" or "scammed" directly, and the system will immediately transfer you to a dedicated anti-fraud and anti-scam specialist. This channel has priority handling and responds faster than a regular ticket.
Completion standard: You confirm whether you are talking to a real human agent or the AI bot, and check whether your issue is resolved.
High-risk warning: If a customer service agent asks you to provide your password, 2FA code, or seed phrase, it is 100% phishing impersonating OKX. OKX support will only ask you to show your original ID document for verification inside the app or during a video call; they will never request such sensitive information through a chat window.
Step 3: When customer service asks for a video appointment, understand this path
In some scenarios, online support cannot resolve the issue, and you must use the video verification channel. Typical scenarios include P2P merchant identity verification, high-risk account unfreezing, lost card reports, etc.
How to access: The support agent will tell you that video verification is required and send you an appointment invitation. Alternatively, you can find the entry at [C2C Buy] → [My] → [C2C Video Verification].
On-site preparation: Prepare your original ID document (copies or photos are not accepted). Make sure your phone camera and microphone work. Find a quiet environment. The video session will be conducted entirely in English.
Queue mechanism: After you click [Join video call], you may enter a queue. The page will show the number of people ahead and the estimated waiting time. Do not exit the page; if you leave, you will have to re-queue and wait even longer.
Completion standard: Once the video verification is done, the system status updates and the online support agent will receive a notification. The agent will then continue handling your case.
How to confirm it's done: If you received the invitation by email, a reminder notification will appear one hour before the appointment. After the video call ends, go back to the chat window and tell the agent you have completed it, asking them to proceed. If the agent says the video did not pass or needs to be redone, follow the instructions and re-enter the queue.
