If you keep a mask on during face recognition, the system will most likely force you to restart the process. The core logic of facial verification is to compare your live face in front of the camera with your ID photo. A mask blocks most of your face, so the matching algorithm cannot complete the verification at all.
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Preparing all required conditions before you start face verification is far more efficient than retrying after repeated failures.
Step 1: Core Rule - Your Full Face Must Be Fully Visible
[What to do]: Confirm no part of your face in the camera view is blocked.
[How to do it]: Take off any items that may cover your face, including masks, sunglasses, hats, face veils and more. If you cannot remove these items for religious or health reasons, contact OKX customer support in advance to use the manual verification channel, as the automatic system cannot pass your verification.
Completion Standard: Your entire face from forehead to chin is completely visible, with no shadow coverage, and your bangs do not cover your eyebrows.
Step 2: Environment Requirements - Operate in an Indoor Space With Even Lighting
[What to do]: Provide the system with a proper lighting environment that allows it to scan your facial features clearly.
[How to do it]: Find an indoor space with soft, mild lighting, natural light is the best option. Avoid backlighting (your face will be too dark) or direct harsh sunlight (your face will be overexposed), both of which will prevent the system from capturing valid facial features.
Completion Standard: When you look at the camera, there are no obvious light/dark splits on your face, and all your facial features are clearly distinguishable.
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Step 3: Device Requirements - Check Permissions, App Version and Network Connection
[What to do]: Make sure no settings on your phone or in the OKX App will block the verification process.
Permissions Check: Go to your phone's settings to confirm that the OKX App has been granted camera and storage permissions. If these permissions are disabled, the system will not turn on the camera at all.
Version Update: Update your OKX App to the latest official version before you start, as old versions have a much lower face recognition success rate.
Stable Network: If the page stops responding during verification, switch your network (swap Wi-Fi to 4G/5G) and try again.
Completion Standard: Your camera opens normally, the preview footage runs smoothly without lag, and your App version matches the latest official release.
Cooldown Period After Failures: If you hit the maximum number of consecutive failed verification attempts, the system will force you to wait 1-2 hours before you can retry. Checking all the items above before you start will save you the long wait time after failures.
Verification Confirmation Method: When you finish the face recognition process, the page will show "Verification Successful" or "Verified" if you pass, instead of "Please retry" or "Attempt limit reached". If you still cannot pass, you can contact support to arrange a manual video verification, prepare your original ID document, and the support team processes requests between 7:30 and 22:30.
Next Step: Go to your phone's app permission management right now, and check if the camera permission for OKX is enabled. Turn it on now if it is disabled, to avoid getting stuck when you start the verification later.
