Let's face the facts: if the other party won't cooperate, your funds will most likely stay "pending review" until you return them. The Travel Rule is a mandatory compliance obligation for exchanges—requiring originator information isn't the platform blocking you; it's the regulators blocking the platform.
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Prerequisite: you are withdrawing from OKX or receiving a transfer from an external wallet and the system says "Missing originator information" or "Incomplete Travel Rule data," and you can't reach the other party to provide the required details.
1. First, figure out exactly what information they need
The other party might be refusing because they don't know exactly what's being asked, or they simply don't want to share it. If it's the first case, list the specific items shown on the OKX page so they can see clearly what's required.
Travel Rule generally requires:
- Sender's legal full name (not a wallet address, but a real person's name)
- Sender's country of residence
- In some cases, a simple explanatory screenshot or supporting document may be needed.
If you only say "send me some info," they'll be confused. Send them the points above directly—many times, once they see the concrete list, they'll know what to do.
2. When the other party explicitly refuses to cooperate
If they flat-out refuse to provide the information, or you can't contact them at all, you have three options:
Option one: Cancel the transaction and return the funds This is the fastest way to stop the loss. If the withdrawal hasn't been fully submitted yet, or the funds haven't been broadcast on-chain, you can click "Cancel" or "Withdraw" directly in the system. If the assets are already locked by OKX but the transaction is incomplete, the originator can choose "Return assets" as prompted by the system; the funds will go back to the originator's account along the original route.
Option two: Provide "alternative" information In some situations, if you can't get the counterparty's name, you can use transaction record screenshots, smart contract interaction logs, or other on-chain evidence as a substitute. However, this is not guaranteed to be accepted—it depends entirely on the final decision of the risk review.
Option three: Escalate to human support If the amount is large and the other party is unreachable, you need to go through OKX's manual appeal process. Submit a ticket via the Help Center in the app or on the website, clearly stating that "Travel Rule information cannot be completed and manual verification is requested." Attach your transaction hash (TxID) and any communication records with the other party (if available). Customer support usually gives a definite response within 72 hours.
Risk note: If you repeatedly submit fake or inconsistent information to try to bypass the Travel Rule, your account may be flagged as high-risk, and all subsequent functions—C2C, withdrawals, etc.—may be restricted. Also, the Travel Rule remediation process usually has a deadline (e.g., 72 hours or 5 business days); if you miss the deadline, the funds will most likely be forcefully returned, and you'll need to initiate the transfer again.
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3. Worst-case scenario: the transfer is returned
If you absolutely cannot reach the counterparty, or they simply refuse to cooperate, the most straightforward outcome is that the transfer gets "returned." OKX's official policy for transactions with uncompletable information is typically "asset return"—the funds will go back to the originator's account. You won't suffer a net loss, just wasted time. After the return, consider using a different method, such as an internal exchange transfer (using just the UID), or a channel that supports non-custodial wallets without mandatory Travel Rule requirements.
