If face verification repeatedly fails despite good lighting, it's usually not an environmental issue but a problem with device permissions or app status. First check whether the OKX App's camera, storage, and album permissions are all enabled. This step can resolve the majority of such issues.
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1. Check Permissions First: The Most Overlooked Step
System updates or app installations can reset permissions automatically. You might feel "the lighting is good," but the app may not have been granted camera access at all.
Step 1: Confirm OKX App's camera and storage permissions are enabled
What to do: Go to your phone's system settings and check the OKX App's permission list.
How to do it: OKX's official documentation explicitly lists "permission issues" as one of the primary causes of face recognition failure. You need to confirm the app has access to album, camera, and storage.
Paths vary by phone model but generally: Settings → Apps → OKX → Permissions.
Permissions that must be enabled at least include: Camera, Storage/Album, and Microphone (some models need microphone permission for liveness detection).
Don't just check if the switch is on; if the permission is set to "Ask" or "Ask every time," change it to "Allow". Camera permission is mandatory for the verification process.
When is it done: In phone settings, confirm that the OKX App's "Camera," "Storage," and "Album" permissions all show "Allowed."
Prerequisite: You have already triggered the face recognition process in the OKX App, no error is displayed on the page, but multiple attempts return "Recognition Failed" or "Verification Failed."
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2. Permissions Normal but Still Failing: In-Depth Troubleshooting
If permissions are confirmed correct, the issue may lie with the app version, system cache, or network environment. Troubleshoot in the following order.
Step 2: Restart phone, update app, and switch network
What to do: Perform three basic actions in sequence: restart your phone, update OKX App to the latest version, and switch the network environment.
How to do it:
Restart phone: This clears temporary cache. OKX officially also recommends restarting the phone and trying again, especially for some Android models with compatibility issues.
Update App to the latest version: Older versions may have compatibility issues. When logging in on a new device, it's recommended to upgrade the App to the latest version before performing face verification, which will greatly improve the pass rate. It's best to download the latest version directly from the OKX official website to avoid service framework issues that might arise from app store downloads.
Switch network: Turn off Wi-Fi and try using 4G/5G mobile data, or vice versa. If you are using a VPN or proxy, turn them off and try again, as abnormal IPs may trigger risk control.
When is it done: After completing these three steps, restart the face recognition process once.
Step 3: Verify identity information consistency and avoid occlusions
What to do: Ensure the logged-in account matches the ID information completely, and ensure no face occlusions during recognition.
How to do it:
Identity verification must be done by the account holder. If the account's real-name information does not match the current operator, recognition will inevitably fail.
During face recognition, ensure your face is fully visible, do not cover the camera, and make sure only you appear in the frame.
Keep the environment quiet. If outdoors with strong light or backlight, move to a place with mild indoor lighting.
When is it done: Confirm the operator is the account holder and there are no occlusions during the recognition process.
Step 4: When attempt limit is reached, wait or contact support
What to do: If continuous failures occur, the system will prompt that the limit has been reached.
How to do it: A single face verification session usually has an attempt limit (e.g., 5 attempts). After exceeding, you must wait 2 hours before trying again. If still failing after waiting, you can contact customer service through the Help Center, or send a photo of your ID to the official customer service email using the email bound to your account for engineer assistance.
When is it done: You understand the attempt limit rules and the correct path to seek help after multiple failures.
Risk reminder: After resetting security verification items or performing sensitive operations (such as withdrawal), the account may be unable to withdraw crypto and conduct C2C selling for 24 hours. If you force uninstall and reinstall the App and have created a Web3 wallet, be sure to back up your mnemonic phrase and private key in advance; otherwise, you may lose wallet assets.
How to confirm the issue is resolved after these checks?
Re-do the face recognition. If the process goes through and shows "Verification Successful," the issue is resolved. If it still fails, and all factors like permissions, network, version, etc. have been ruled out, it is likely that the account information does not match the ID itself. In this case, submit a ticket directly through the OKX App's online customer service, attach the ID photo and failure screenshot, and let the backend engineers follow up.
