You can find the reason why your identity verification failed directly on the "Identity Verification" page in the OKX App, and you will also receive an email to your registered email address explaining the reason. The resubmit entry is on the same page – if the status shows "Pending Supplement" or "Failed", a "Resubmit" or "Update Now" button will usually appear.
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Step 1: Check the Failure Reason
Find the specific reason so you know what to correct. Open the OKX App, tap the profile icon in the upper left to enter "Personal Profile and Settings", and find the "Identity Verification" entry. The page shows your current status. If the review failed, the page usually lists the failure reason. Also check your registered email inbox and spam folder; the failure notification from OKX will also state the reason. Completion: you clearly know which item caused the failure.
According to OKX official documentation, common failure reasons include:
Document issues: Expired document, unsupported document type, blurry/glare/cropped photo, four corners not fully visible, system cannot detect a face in the photo
Facial recognition issues: Face does not match the document photo, another person in the frame, poor selfie quality (dim light or shaking)
Duplicate information: The same ID has been used to verify another account (one identity can only verify one account)
Non-compliant files: Submitted a screenshot or copy instead of the original, document expired more than 3 months (especially for address proof)
Step 2: Correct and Resubmit According to the Reason
Adjust your file or process based on the failure reason and resubmit. Go back to the identity verification page and click "Resubmit" or "Update Now". If the reason was a blurry file, retake a clear photo showing all four corners and upload. If facial recognition failed, re-record in a well-lit environment. If you submitted an unsupported file type (like a screenshot), replace it with a photo of the original or a PDF. Completion: file uploaded successfully and page status changes to "Under Review".
Risk reminder: If the same application is rejected too many times in one day, the system may limit daily submissions, and you will need to wait 24 hours. Also, after resetting your phone number or email, withdrawals and P2P selling are disabled for 24 hours. After submitting additional verification materials, the review usually completes within 24 hours; keep an eye on your account message center notifications.
Common Failure Reasons
The easiest to overlook: address proof documents older than 3 months, or submitting a mobile screenshot instead of the original. Another common pitfall is using the same identity to verify multiple accounts – one ID can only verify one OKX account. The system will directly reject duplicate submissions.
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Next Steps
Prepare corrected materials based on the failure reason, then resubmit on the identity verification page. If you still fail after multiple attempts, or the page doesn't show a specific reason, contact human support via "Online Chat" in the OKX App Help Center. After submission, wait patiently – you will usually get a result within 24 hours.
