OKX On-Chain Confirmed but Deposit Record Empty – What to Do
The blockchain explorer shows the transaction as confirmed, but you can't find it in your OKX deposit history. The most common reason is that the number of block confirmations hasn't yet reached the "required deposit confirmations" set by OKX — "confirmed" on-chain usually means the first block inclusion, while the platform requires more confirmations before crediting. Below is the full self-check and resolution process. Run through the self-checks first, then contact support if everything looks correct.
Prerequisites
You have the Transaction Hash (TxID) for this transfer — it's the key piece of information for locating the transaction. If you don't have it, check your sending wallet or exchange first.
You've verified that the deposit address, network, and token contract are all correct.
The OKX App is updated to the latest version (Android 6.75.1 / iOS 6.75.0).
Step 1: Check the Deposit Status in the OKX App
Open the OKX App, go to Assets → Deposit → tap the "Records" icon in the top right corner to view your deposit history.
Scenario A: The transaction appears in the list, but the status is "Pending Confirmation" or "Confirming"
What it means: The transaction has reached OKX's node, but the number of block confirmations hasn't met the platform's requirement yet. Tap the record to view the "Block Confirmations" progress bar.
What to do: Confirm whether the completed block confirmations have reached the "required confirmations" shown on the page. Different tokens and networks have different requirements — for example, USDT requires 19 confirmations on the TRON network and 32 confirmations on the Ethereum network.
Completion standard: Once the required confirmations are reached, the funds will be credited automatically. If not yet met, just close the page and wait; the confirmation speed depends on network congestion.
Scenario B: The transaction cannot be found at all in the records
What it means: The transaction hasn't been synced by OKX's node yet, or the deposit network is currently suspended.
What to do: Move to the next step and verify the transaction status using a blockchain explorer.
Completion standard: You know clearly whether your transaction is "confirming" or "no record".
Step 2: Verify the Transaction Status Using a Blockchain Explorer
Copy your TxID and paste it into the blockchain explorer for the corresponding network (e.g., etherscan.io for Ethereum, tronscan.org for TRON).
On the explorer page, check:
Transaction Status: whether it shows "Success".
Current Confirmations: the exact number (e.g., "123/19" means 123 confirmations).
If the explorer shows the transaction status is Success and the number of confirmations has exceeded OKX's requirement, but OKX still shows no record, proceed to Step 3.
If the explorer shows the transaction status as "Pending" or very few confirmations, it means the block has not yet been fully packaged. Just wait. During network congestion, confirmation may be delayed from minutes to hours.
Step 3: Use the OKX Deposit Self-Service Tool to Submit Feedback
If the confirmations have met the requirement, the wallet address and network are correct, but the funds still haven't arrived, use the official self-service tool to submit a ticket:
Open the OKX App, tap the All Functions icon in the top left → Get Help.
Tap Recent Transaction Issues → I can't find my recent deposit record.
Fill in the form: select the token, select the deposit network, enter the TxID, then tap Continue.
If the system prompts "Transaction ID not found", tap Seek Help, fill in the details as instructed and submit the application.
Completion standard: Submission is successful and you receive a ticket number.
Step 4: Contact Customer Support for Manual Processing (If the Self-Service Tool Fails)
If the self-service tool cannot handle your case or shows "Token/Network not supported", get manual help through the support channel:
In-App:
Go to Profile → Support Center, type "live agent" to be transferred. Provide your TxID, deposit token, deposit network, deposit amount, and the deposit address.
Email:
Send to
This email address is being protected from spambots. You need JavaScript enabled to view it. with the subject "Deposit Not Credited + UID". Attach a screenshot of the transaction from the blockchain explorer.
Completion standard: Support confirms they have taken the case and gives an estimated handling time.
Common Reasons for Failure
Deposited a token or network not supported by OKX
This is the trickiest situation. Some tokens or networks may have deposits suspended for maintenance, or the asset is simply not listed on OKX. If you deposited an unsupported asset, you need to submit a processing request via the self-service tool, but the platform does not guarantee a refund. Always check whether the token and network are selectable on the OKX deposit page before initiating a transfer.
Risk Reminders
Do not make repeated deposits: Until the issue is resolved, do not send funds to the same deposit address again to avoid additional problems.
Screenshot and save all evidence: Keep screenshots from the blockchain explorer, the sending platform's completion page, and your TxID, in case support needs them for investigation.
"Deposit confirmations" are not the same as "withdrawal unlock confirmations": Even after the asset is credited, if the confirmations haven't reached the "required confirmations for withdrawal unlock", you still won't be able to withdraw or sell via P2P trading.
How to Confirm Completion
After completing Step 3 or Step 4, go back to the Assets page and refresh your balance. If the asset now shows as credited, the issue is resolved.
If there is no progress for more than 24 hours after submitting the self-service ticket, or no status update for more than 2 hours after manual support has accepted the case, follow up through the Support Center with your ticket number to request expedited processing.
