Many people start to panic when the block explorer shows "completed." Don't panic yet. If the confirmations are enough but the funds haven't arrived, it's most likely stuck in an internal OKX account, or you're simply looking at the wrong account. The following 3 minutes will teach you how to find it.
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Step 1: First confirm you're not looking at the wrong account
This is the most common and frustrating reason. The money has actually arrived, you just haven't found it.
OKX accounts are divided into several sections: Funding Account, Trading Account, and Finance Account. Your deposit goes to the Funding Account by default, but if you're staring at the Trading Account, it will definitely show 0.
What to do: Open the OKX App, tap the [Assets] tab at the bottom. Look at the row of tabs at the top and swipe left or right to find "Funding Account." Tap it, and your balance should be sitting right there.
Completion standard: You can see this coin in the "Funding Account," and the amount matches.
Case A: You can see the funds in the Funding Account Problem solved, your money has arrived. If you want to use it for trading, you need to manually transfer it to the Trading Account.
What to do: On the [Assets] page -> tap [Transfer] -> transfer from "Funding Account" to "Trading Account" -> enter the amount -> confirm.
Completion standard: The page shows "Transfer Successful," and the Trading Account balance updates.
Step 2: If the Funding Account is 0, check the deposit record
If the Funding Account also shows nothing, it means the deposit truly hasn't arrived. Check the official record.
What to do: Open the App, tap [Assets] at the bottom -> [Deposit] at the top -> the clock icon in the upper right corner -> tap [Deposit Records]. Look at what the status column says for this transaction.
Completion standard: You can see the transaction hash (TxID) for this deposit in the records, and the status clearly shows "Pending Confirmation" or "Completed."
Step 3: Take different actions based on the status
Case A: Status shows "Pending Confirmation" or processing
This means the platform is still waiting for on-chain confirmation. Don't trust the confirmation count shown by the block explorer; look at the number displayed on the OKX page.
Common reason for failure: Different coins require vastly different numbers of confirmations. For example, USDT on TRC20 only needs 19 confirmations, but USDT on ERC20 needs 32 confirmations. You see 18 confirmations and the blockchain shows completed, but the platform doesn't think it's safe enough yet, so it won't credit your account.
What to do: In [Deposit Records], tap on this transaction and look at the progress bar at the bottom of the page. Wait until it reaches 100% and changes to "Completed," and the assets will automatically enter your Funding Account.
Completion standard: The record status changes from "Pending Confirmation" to "Completed," and the assets appear in the Funding Account.
Case B: Status is "Completed," but the Funding Account is 0
This is an internal settlement delay, extremely rare, but it can happen during major market volatility.
What to do: Force quit the App and reopen it. If it still doesn't show, wait 15 minutes and refresh again.
Completion standard: After refreshing, the assets appear in the Funding Account.
Step 4: The most extreme case — the record doesn't exist at all
If you can't find this transaction at all in [Deposit Records], but the block explorer clearly shows the coins have been sent out.
Risk warning (extremely important): Do not deposit USDT to OKX on the BSC chain. The official documentation clearly states that the platform currently does not support the BSC network. If you deposit USDT or other assets via BSC, these coins will become "non-tradable assets" and cannot be credited normally. You will need to contact human customer service, and the process is extremely troublesome.
What to do: If your funds were sent to the correct address on the correct chain, but the platform has no record of it. Go to [Help Center] in the App -> [Customer Service Bot] in the lower right corner, type "human customer service," provide your TxID (transaction hash), and let them handle it in the backend. The official statement says that if it hasn't been resolved within 2 hours, go to customer service and attach the TxID.
Completion standard: Customer service has created a ticket number for you, and you have received a confirmation notification.
How to verify the operation is complete
You can normally see this coin in [Assets] - [Funding Account], and the amount and coin type are correct. If you want to trade, make sure you have successfully [Transferred] it to the Trading Account.
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FAQ
Q: Where exactly do I check the confirmation count?
A: In the App, tap [Assets] - [Deposit] - select the coin and network. At the bottom of the page, it will show "Confirmations required for crediting." Check the actual progress by tapping on this transaction in [Deposit Records] and looking at the progress bar.
Q: The blockchain shows 24 confirmations, why hasn't OKX credited my account?
A: Because you deposited ERC20 USDT, which requires 32 confirmations to be considered complete. Similarly, BTC, ETH, and other major coins all have different confirmation requirements. Use the minimum number shown on the deposit page as the standard.
Q: I deposited less than the minimum limit, will my funds disappear?
A: They won't disappear, but they cannot be credited normally. You need to submit a ticket for engineers to handle it manually, which will take a long time. Next time, check the minimum deposit amount on the page before depositing.
