Your old phone number was canceled long ago, and now OKX asks for an SMS verification code. You are stuck at this step and cannot log in. Does it feel like your account is lost?
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Do not worry yet. As long as you still remember your password and have another verification method (such as email or Google Authenticator), you can bypass the old phone number and replace it. Even if you have none of these, there is still one path: submit a manual appeal.
Case 1: You can still log in to your account
After logging in, use the "cannot verify" option to change your phone number.
Steps:
Open the OKX app, tap the grid icon in the upper left corner → Account settings → Security settings → Phone number.
Tap "Change phone number". When asked "Can your old phone number still be used?", choose No.
The system will ask you to confirm your identity with face verification or another bound verification method (email or Google Authenticator).
After verification passes, enter your new phone number and the verification code you receive, then tap "Confirm".
Done when: The page says "Changed successfully", and the phone number in security settings shows the new number.
Note: After changing your phone number, you cannot withdraw crypto or sell crypto via C2C for 24 hours. This is not an account problem; it is a platform security protection. During this period, you can trade normally, but you cannot move funds out yet.
Case 2: You cannot log in and have no other available verification method
Use OKX's manual appeal process to reset your phone number with identity information.
Steps:
On the login page, after entering your account and password, at the two-step verification step, tap "Didn't receive a code?" → Cannot verify → Reset verification method.
Follow the system instructions to submit identity materials. Usually this includes: front and back photos of your ID, a photo of you holding your ID, and screenshots of recent transactions (to prove the account is yours).
After submitting the ticket, it usually takes from 2-4 hours to 24 hours, depending on support speed. Watch your registered email and app notifications. Support may ask for more materials.
Done when: You receive an official email or app notice saying your reset request is approved and you can set a new phone number.
Risk reminder: All steps must be done in the official OKX app or website. Do not click any "customer support" links sent by third parties. OKX official staff will never ask for your password or verification code through Telegram, WeChat, or phone calls. During the appeal, the platform only checks your identity information; it will not ask for your private key or password.
A leading global cryptocurrency platform,suitable for both beginners and experienced traders.
New user benefit: 20% off trading fees upon registration!！
How to verify after the change is complete
After the change is successful, try logging in with the new phone number to make sure you can receive the verification code and sign in. Then go to Security settings and check that the phone number field shows the last four digits of the new number. If there is still a 24-hour withdrawal freeze, do not transfer crypto yet. Wait until the time has passed.
