How to Appeal if Scammed on OKX C2C Buy?
If the seller doesn't release crypto after you've paid, or you release crypto but don't receive the payment, immediately click [Appeal] on the order page. Platform customer support will step in. The key is to start the appeal from the order details page – never communicate or negotiate outside the platform.
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Step 1: Identify your scam scenario
The appeal path varies slightly depending on the situation. Identify which one matches your case.
Scenario A: You paid but the seller won't release crypto This is the most common situation. You transferred the money, clicked "I have paid", but the seller doesn't release the crypto and can't be reached.
Scenario B: You released crypto without receiving payment If you are a seller and released the crypto without confirming the payment has arrived, and the buyer won't pay and can't be reached.
Scenario C: Incorrect amount or wrong account used You paid more or less than the order amount, or used the wrong payment method.
Scenario D: Platform risk control triggered Your account is restricted from trading and you can't operate the order.
What counts as done: You know which scenario applies, then move to the next step.
Step 2: Contact the other party first – appeal only if unresolved
OKX's appeal process requires you to try contacting the counterparty first. Going straight to an appeal might actually slow things down.
How to contact the other party:
Open the OKX app, go to [C2C Buy] – [Orders].
Find the disputed order, tap to open its details page.
Tap the chat icon in the top right corner to send a message.
What counts as done: You have contacted the other party through the order chat window, and they did not reply or did not resolve the issue.
Step 3: Submit an appeal – full walkthrough
If communication doesn't work, initiate an appeal from the order details page.
App path:
Go to [C2C Buy] – [Orders], find the disputed order.
Tap the order to open details, then tap [Need help?].
Choose the issue type – e.g., "Seller not releasing crypto", "Funds not received after payment".
If the suggested solutions don't help, tap [Submit Appeal].
Upload key evidence: payment screenshots, bank credit records, chat records, etc. The more complete the evidence, the faster the resolution.
Tap [Submit Appeal] and wait for customer support to step in.
Only orders generated within 72 hours can use the self-service appeal channel. For orders older than 72 hours, you need to contact online customer support for a manual appeal.
What counts as done: The appeal is submitted, and the order details page shows "Under appeal" status.
Step 4: Cooperate with customer support follow-up
After submission, customer support will judge based on the evidence provided by both parties according to trading rules.
Check appeal progress:
Go to [C2C Buy] – [Orders], find the order under appeal.
Tap to open the details page, view appeal details and support replies.
If support requests additional materials, tap [Urge progress / Add evidence] to upload.
Processing time: OKX customer support usually responds to appeals within 1 hour. Exact resolution time depends on how quickly both sides respond.
What counts as done: Customer support has intervened and the issue is resolved.
Common reasons for failure
No valid evidence uploaded: incomplete or unclear payment screenshots that support can't verify.
Order exceeded 72 hours without appeal: overdue orders require manual customer support, cannot use self-service online appeal.
Appealed without contacting the other party first: the platform will first ask you to communicate; an appeal without prior contact may be rejected.
A leading global cryptocurrency platform,suitable for both beginners and experienced traders.
New user benefit: 20% off trading fees upon registration!！
Risk reminders
Payment receipts can be faked. Rely on the actual bank account credit, do not trust screenshots sent by the other party.
All C2C transactions should be completed within the platform. Funds from off-platform private communication or transfers cannot be arbitrated by the platform.
When risk control is triggered, you must submit materials through a self-service appeal. Only after approval will restrictions be lifted.
First, go to [C2C Buy] – [Orders] and find the problem order. Try contacting the other party through the order chat window. If that fails, tap [Need help?] on the order details page – [Submit Appeal], and upload payment screenshots and transaction records. Customer support usually responds within 1 hour after the appeal is submitted.
