How to Complete OKX KYC Face Recognition? What to Do if It Fails
OKX KYC face recognition (liveness detection) is a step completed within the App, requiring you to face the camera and follow on-screen instructions to perform specified actions. If it fails, don't keep trying blindly—look at the reason first. In most cases, adjusting the environment or device will solve it.
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Step 1: Confirm Prerequisites Before Scanning
What to do: Before starting face recognition, make sure your device and environment are ready.
How to do it:
App version: Ensure the OKX App is updated to the latest version. Older versions have a noticeably lower pass rate for face recognition.
Phone permissions: Confirm that the OKX App has been granted camera and photo album permissions. You can check this in your phone's [Settings] - [App Permissions].
Network environment: Make sure the network is stable. If the page becomes unresponsive, try switching between Wi-Fi and mobile data before trying again.
What counts as done: The App version is the latest, camera permissions are enabled, and the network is smooth.
Face recognition must be completed entirely within the App; it cannot be done on the web version. If you submitted your ID documents via the web, you still need to complete face recognition inside the App.
Step 2: Complete Face Recognition as Instructed
What to do: After uploading your ID photos, enter the face recognition stage and follow the on-screen instructions.
How to do it:
Place your entire face inside the oval frame on the screen, making sure your full face is visible.
Remove any obstructions such as masks, hats, or dark glasses.
Operate indoors in soft light, avoiding strong outdoor light or reflections.
Follow the on-screen prompts to complete the actions (such as turning your head, blinking, etc.). Only you should appear in front of the camera.
What counts as done: Face recognition is passed successfully, and the page moves to the next step or shows a successful submission.
The system uses face recognition to compare against your ID photo, confirming that you are the person operating. Invalid selfies (blurry, too dark, or with parts of the face missing) will be directly judged as failures by the system.
Step 3: Troubleshoot Based on the Failure Reason
What to do: If face recognition fails, troubleshoot step by step according to the failure reason.
How to do it:
Situation A: Prompt says "Verification information does not match" or "Face mismatch"
Confirm that the logged-in account matches the ID document information, including name, ID number, etc.
The system may be unable to recognize that the face on your ID photo matches you. Ensure your facial features are clearly visible.
Situation B: The page is unresponsive or shows a white screen
Switch network (Wi-Fi to 4G/5G).
Restart your phone to clear the cache and try again.
If the white screen appears with an App downloaded from Google Play, uninstall it and re-download it from the official OKX website. Avoid installing from the Google Store again.
Situation C: Prompt says "Attempt limit reached"
There is a daily limit on face recognition attempts. Once the limit is reached, wait 2 hours before trying again.
Situation D: Recognition errors on some models, like certain Huawei phones
This could be a device compatibility issue. Restart your phone and try the operation again.
What counts as done: After troubleshooting, face recognition is passed successfully, or the problem has been identified and is ready for the next step.
Step 4: If Self-Service Fails, Use Video Verification or Contact Customer Service
What to do: If you still cannot pass face recognition after all the above checks, you can apply for manual video verification or contact customer service.
How to do it:
Video verification channel: Contact online customer service within the App, scan the QR code provided by the agent to add an IM account for video verification. When applying, describe your account and problem in the remarks.
Prepare in advance: Have the original copy of your ID document at hand; you will need to show it during the video verification.
Email contact: You can also use your registered email to send a detailed description of the problem and a photo of your ID to the official email address.
What counts as done: The manual video verification has been passed, or customer service has accepted your issue.
Common Reasons for Failure
According to the OKX official Help Center, the most common reason for face recognition failure is an invalid selfie—blurry image, too dark, or face covered by a mask or hat. The next most common is an outdated App version or unopened permissions, preventing the camera from being accessed properly.
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Risk Reminder
Face recognition is a mandatory step for identity verification and cannot be skipped. If verification is not passed, you will not be able to deposit, withdraw, or trade.
One identity can only authenticate one OKX account. If you see a prompt saying "Identity already authenticated," it means that ID has already been bound to another account, and you need to contact customer service.
Do not believe any third-party service that claims to offer a "paid guarantee to pass face recognition"—the review process is free, and there is no intermediary channel.
Open the OKX App, first confirm the version is updated and camera permissions are enabled. Find a well-lit indoor spot, remove any obstructions, align your face within the frame, and follow the prompts. If it fails, troubleshoot based on the prompt—most issues can be solved by updating the App, restarting your phone, or switching networks. If manual video verification is needed, contact online customer service to get the QR code. You can use referral code 24U2795 when registering.
