How to Fix OKX KYC Facial Recognition Not Passing?
If OKX KYC facial recognition keeps failing, it's usually not the system deliberately blocking you, but a small issue with your device, environment, or identity information. Don't keep brute-forcing it—start by checking the app version, network environment, lighting, and permissions. Most problems can be solved by yourself.
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Step 1: Ensure Basic Conditions Are Ready
What to do: Before starting facial recognition, check your device and permissions to rule out the most basic causes of failure.
What to check, item by item:
Update the App: Make sure the OKX App is updated to the latest version. Older versions have a noticeably lower facial recognition success rate.
Camera Permission: Confirm that the OKX App has been granted access to your phone's camera and photo album. You can check and enable this in your phone's [Settings] - [App Permissions].
Network Environment: Ensure a stable network. If the page is unresponsive, try switching between Wi-Fi and mobile data. When logging in on a new device, facial recognition must be performed under the same IP network.
Device Restart: Some models, such as certain Huawei phones, may have compatibility issues. Restart your phone to clear the cache and try again.
When is this step complete: The App is the latest version, camera permission is enabled, the network is smooth, and the device has been restarted.
If the App was downloaded from the Google Play Store, the page may show a white screen or no pop-up window—uninstall it and re-download from the official OKX website (www.okx.com). Avoid installing from the Google Play Store again.
Step 2: Create a Good Recognition Environment
What to do: Adjust the shooting environment to ensure your face can be clearly captured by the system.
How to do it:
Lighting: Operate indoors under mild light. Avoid strong outdoor light or backlight. Glare and overly dim environments will affect recognition.
Face Exposure: Remove masks, hats, dark glasses, and other obstructions. Keep your face fully exposed.
Clean Frame: Make sure you are the only person in front of the camera. Invalid selfies (shaky footage, too dark, incomplete face) will be directly judged as failed by the system.
Aim at the Lens: Face the camera straight on, and slowly move your head following the circle on the screen as prompted. Don't move too fast.
When is this step complete: The environment has sufficient light, your face is unobstructed, and you are ready to begin recognition.
Step 3: Troubleshoot Failures by Error Type
What to do: If facial recognition still fails, troubleshoot according to the type of prompt you receive.
How to do it:
Situation A: Page unresponsive or white screen
Switch networks (Wi-Fi to 4G/5G).
Restart your phone to clear the cache.
If a white screen occurs due to a Google Play Store install, follow the reinstallation guide in Step 1.
Situation B: Prompt says "Authentication information mismatch" or "Face mismatch"
Confirm that the account you are logged into matches the information on your ID document (name, ID number, etc.).
Make sure the person doing the facial recognition is the same person shown on the ID photo. The system compares the ID photo with the live face; a mismatch will cause failure.
If using a passport, the passport must contain a clear photo and must not have issues such as a missing signature.
Situation C: Prompt says attempt limit reached
There is a daily limit on facial recognition attempts. Once the limit is reached, wait 2 hours before trying again.
When is this step complete: You have identified the cause after checking, or you have confirmed that adjustments have been made as required.
Issues with traditional or rare Chinese characters, or prompts saying "ID and face recognition do not match," usually require contacting customer support.
Step 4: When Self-Checking Doesn't Work, Use Manual Video Verification
What to do: If you still cannot pass after completing all the above steps, apply for manual video verification.
How to do it:
Contact online customer support within the App and scan the QR code provided by support to add the IM account.
When applying to add the account, describe your account and problem in the remarks.
Prepare your original ID card in advance; you will need to show it during the video verification.
Secondary identity verification IM service hours: 7:30-22:30; new device facial recognition IM processing time: 24/7.
You can also send a detailed description of the problem and photos of your ID documents to
This email address is being protected from spambots. You need JavaScript enabled to view it. using your registered email address.
When is this step complete: Manual video verification has passed, or customer support has accepted your request.
Common Reasons for Failure
According to the OKX official Help Center, the most common reason for facial recognition failure is an invalid selfie—shaky picture, too dark, or face partially covered. Next is an outdated App version or permissions not enabled, preventing the camera from being called properly. A strict algorithm threshold and poor lighting are also two common technical causes.
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Risk Reminder
Facial recognition is a mandatory step for identity verification and cannot be skipped. Without completing verification, you will be unable to deposit, withdraw, or trade.
One identity document can only be used to verify one OKX account. If you see a prompt saying "Identity already verified," you need to contact customer support.
Do not trust any third-party services that claim to "guarantee passing facial recognition for a fee"—verification is free of charge and there is no intermediary channel.
Next step: Open the OKX App, first confirm that the version is updated and camera permissions are enabled. Find a well-lit indoor spot, remove any face coverings, align your face within the frame, and follow the on-screen instructions. If it fails, troubleshoot based on the prompt—most issues can be resolved by updating the App, restarting your phone, or switching networks. If you need manual video verification, contact online support to get the QR code.
