If your old phone number cannot receive SMS codes, as long as you can log into your account and have at least one backup method available (email or Google Authenticator), you can change your phone number through a self-service process. The key path: go to security settings, tap "Change phone number," select "Unable to verify" during identity verification, complete face recognition, then directly bind a new number.
Step 1: Confirm you can log in and have at least one backup verification method
Not receiving codes on the old number doesn't mean you're locked out. The change process requires you to log in via at least one method to trigger further verification.
Already done: You can normally log into the OKX App with your account password, and your email or Google Authenticator (GA) is working. If you cannot even log in, go to the two-factor authentication screen on the login page, tap "I need help," and follow the "Reset security verification" process.
Step 2: Go to security settings and find "Change phone number"
After logging in, follow the path below. Note: Changing your phone number is currently only possible on the OKX App.
Path: Open the OKX App, tap the profile icon in the top left corner → [Security settings] → [Phone verification].
Start the change: Tap [Change phone number], and the system will ask to verify your identity.
Step 3: Select "Unable to verify" during the verification step, then complete face recognition
This is the most critical step when your old number is out of service. Do not get stuck on the page that asks for the old SMS code.
Where people get stuck: When a pop-up asks for the verification code sent to your old phone, do not close the page. Look carefully for and tap the button that says [Unable to verify] or [Verification method unavailable].
Complete face recognition: After tapping "Unable to verify," the system will guide you through face recognition or liveness detection. This is key to proving you are the account owner. Follow the on-screen instructions to perform the actions. Once the system matches your face successfully, the old phone verification step is bypassed.
Step 4: Bind your new phone number and note the function restrictions
After passing face recognition, the page will go back to the binding step.
Enter new number: Input your new phone number. Make sure to select the correct country code.
Get verification code: Tap "Get verification code," enter the SMS code sent to your new number, and submit.
Completion check: The bound phone number shown on the security settings page should now be updated to your new number.
High risk: After changing your phone number, withdrawal and C2C sell functions will be suspended for 24 hours. This is the platform's risk control protection period. During this time, you cannot transfer or sell assets. Trading and deposit functions are unaffected and can be used normally.
Common failure reasons: Some people get stuck at the first step, can't find the "Unable to verify" option, and stubbornly enter the old code until they get locked out. Remember, this option is below or near the old verification code input field. If you cannot find it, look for "Switch verification method" or a similar option.
How to verify the change is complete: After binding the new number, try logging in with the new phone number to confirm you can receive codes normally. Also check if Google Authenticator (GA) is still generating correct 6-digit codes. If you also lost GA, while the account is still under your control, immediately reset GA in the security center.
