Don't worry that you suddenly look older. Most 'looks different' failures have little to do with your face. They are usually caused by lighting, device, or movements. Face recognition failures usually happen in three areas. Do not keep retrying. Check these in order.
Environment and Device Issues: Most Common and Easiest to Fix
What to do: Rule out lighting, covering, and permission issues.
How to do it: Find a room with even lighting. Avoid backlight and overexposure. Make sure there are no shadows on your face. Remove glasses, hats, and masks. Push your hair behind your ears so your whole face is visible. Wipe the front camera lens to remove fingerprints or dirt. Check app permissions: phone Settings → Apps → OKX, and make sure camera permission is turned on.
Done when: The camera preview clearly shows your entire face, with no blur or darkness. If the screen is black or frozen, something is wrong with the permission or device.
Movement and Action Issues: Follow Instructions, Don't Rush
During face recognition, the system may ask you to do several actions (blink, turn your head, or open your mouth). This is where most people get stuck.
How to do it: Face the camera directly and keep your face in the center of the frame. Do exactly what the system asks. Move slowly. Hold each movement for 1-2 seconds. Don't rush through it. When opening your mouth, naturally show your upper teeth. Turn your head more, but not too fast. Do not use beauty mode or any filters.
Done when: The system says 'recognition successful' or automatically moves to the next step. If it keeps failing at the action step, your movement is probably too fast or too small.
Attempt Limits and Backup Plans
If you fail two or three times, stop forcing it.
What to do: Stop retrying. Wait for the cooldown or choose another method.
How to do it: Repeated failures can trigger the attempt limit (usually 3 times). The page will tell you to wait (usually 2 hours before trying again). If after multiple failures the system says 'contact support,' use the live chat or email
Done when: The page shows 'under review' or gives you a human support option.
Common Failure Reason: The ID Photo Itself Has Problems
If face recognition keeps failing, check your ID photo status. If the ID photo is blurry, cut off at the corners, has glare, or is partly covered, the system cannot compare your face. Scanning your face 100 times will not help.
Risk Warning: Never Use 'Verification Help' Services
Never send your ID or selfie video to anyone claiming they can 'verify for you.' That is like giving a stranger the keys to your account. Once your OKX verification information is approved, it cannot be easily changed. If someone else binds your account, recovering it will be very difficult.
How to Check If Verification Is Complete
After submitting, go to My → Identity Verification to check the status. If it says 'verified' or 'Lv.2 completed,' you are done. If it says 'under review,' wait for an in-app message or email. Review usually finishes within 2-6 hours. Do not submit repeatedly during that time.
