OKX KYC Verification: Common Error Codes and Solutions
When OKX KYC verification fails, the system does not usually display a specific error code, but rather a text prompt. However, based on official reasons and user feedback, the errors can be categorized into four types: documents, face recognition, network, and information. Below are the most common prompt types with their causes and solutions.
Step 1: Find the Specific Reason from the System Prompt
After verification fails, log into the OKX app, go to the [Identity Verification] page, or check the failure explanation sent to your registered email (including spam). OKX will usually provide a short text prompt, not a code.
What counts as done: Identify keywords like "blurry", "information mismatch", "document expired", "face mismatch", etc.
Step 2: Handle by Error Type
Type A – Document Photo is Blurry, Glare, or Incomplete Corners
Typical message: The system says "document photo is blurry", "incomplete document", "severe glare", or "unable to recognize document information".
Retake in natural daylight, place the document flat on a dark background, hold phone camera perpendicular, ensure all four corners are visible.
Turn off flash, avoid direct overhead lighting to prevent glare.
Before uploading, zoom in to preview and confirm name, ID number, and expiration date are clear and readable.
Type B – Identity Information Already Used by Another Account
Typical message: The system says "ID number already in use", "account with the same identity information exists".
Rule: One set of identity documents can only verify one OKX account; duplicate registration is not allowed.
If you have verified another account with that document, retrieve the old account.
If the document is being used fraudulently, contact customer support with appeal materials and a statement video.
Type C – Face Recognition Fails or Information Mismatch
Typical message: The system says "face does not match document photo", "liveness detection failed", "action not standard".
Remove hats, glasses, ensure face is unobstructed.
Lighting should be even, avoid backlight or direct overhead light.
Strictly follow on-screen instructions for actions (blink, slowly turn head, etc.), do not move too fast.
If hairstyle or makeup differs greatly from the ID photo, adjust slightly to resemble the document state.
Type D – Invalid or Expired Document
Typical message: The system says "document has expired", "document type not supported".
Check the expiration date on the back of your ID card; confirm it is not expired.
Confirm you are using a supported document type (ID card, passport, etc.).
Temporary ID cards or certain special regional documents may not be accepted.
Type E – Filled Information Does Not Match Document
Typical message: The system says "name does not match document", "date of birth incorrect", "information incomplete".
Compare with the original document and check name, ID number, birth date character by character.
Ensure no extra spaces between Chinese characters in the name.
Letters in the ID number (e.g., "X") must be uppercase, avoid confusing "0" with "O".
Step 3: Checklist Before Resubmitting
Before resubmitting, confirm:
Photo of the original document, not a screenshot, scan of a copy, or photocopy.
Color photo, not black and white.
All four corners complete, no cropping or obstruction.
No glare, no shadows.
File size under 2 MB.
App updated to the latest version.
What counts as done: After checking each item, resubmit; the page should show "Under review".
Step 4: Contact Customer Support
If repeated submissions still fail, contact customer support via the OKX app [Help Center], provide your registered email and a screenshot of the failure. Support can check the specific reason.
Summary of Common Failure Reasons
| Failure Type | Typical Prompt | Solution |
|---|---|---|
| Photo quality issues | Blurry, glare, incomplete | Retake photo, pay attention to lighting and corners |
| Document reuse | ID number already used | Recover old account or appeal to support |
| Face recognition failure | Face mismatch, non-standard actions | Remove obstructions, ensure even lighting, follow instructions |
| Invalid document | Expired, type not supported | Use a valid document or confirm supported type |
| Information mismatch | Name/DOB does not match document | Re-enter after character-by-character check |
Risk Reminders
Multiple failures in one day may trigger risk control: If several submissions fail within 24 hours, pause and wait 24 hours before retrying.
Do not fabricate information: Providing false information may lead to permanent account restrictions.
Document being in use doesn't mean account is abnormal: If the system says the document is already used, first confirm whether you previously registered with it – it might not be a case of identity theft.
Submit corrected materials; when the page displays "Under review", the submission is successful. Standard review is usually completed within 24 hours. Check app notifications and your registered email. If rejected, the system will again show the reason; correct accordingly and resubmit.
