Before contacting OKX support, find your Order ID first — this is the most direct way for customer service to verify your trade records. For spot and futures orders, you can see the Order ID under "Open Orders" or "Order History". If you use the Web3 wallet, the order number will also appear in the response parameters of the broadcast interface.
Step 1: Go to the right page based on order status
Filled and unfilled orders are in different places.
Case A: Order not yet filled (still pending) — Find the "Open Orders" tab at the bottom of the trading screen. All unfilled pending orders are here. Tap the order record and you'll see the Order ID in the details. The assets are frozen and will only be released after cancellation.
Case B: Order already filled or cancelled — Switch to the "Order History" tab. On the app, scroll down on the trading page and tap the "Trade History" icon on the right. On the web, check under [Assets] - [Order Center] - [Order History]. Filter by time and trading pair, then find your order and you'll see the Order ID in the details.
Done: You've got the Order ID for this trade. The downloaded Order History report also contains this field.
Step 2: For on-chain transactions in Web3 wallet — use orderId or txHash
OKX Web3 wallet has its own separate order system for on-chain transactions, different from the exchange's spot/futures order number.
How to do it: Open the transaction history in your Web3 wallet and find the trade you initiated.
Note: The order ID (orderId) returned by the wallet broadcast interface is a unique identifier assigned by the WaaS system internally for each transaction. Even if the transaction hasn't been confirmed on the blockchain yet, the system still has a record. If the transaction is already confirmed, you can also use the TxHash (transaction hash) to look it up.
Done: You now have the orderId (internal system ID) or txHash (on-chain hash) for this transaction.
Common tips for checking
If customer service asks for your order number and you give the trading pair or order time, that won't pinpoint the order — their system only recognizes Order ID. If the order can't be found in either "Open Orders" or "Order History", it may be already cancelled with no fill, or generated more than 3 days ago and cleared by the system.
If you need to export many Order IDs for record-keeping, you can download the Order History report directly on the web platform. The CSV/PDF file includes Order ID, order time, trading pair, fill price, and other complete fields. The download link is valid for 1 hour, so make sure to download promptly. Additionally, if there is a "Related Order ID" field in your funding statement, that can also help you locate the corresponding trade record.
Verification and how to submit to support
How to verify you have the right ID: Once you get the Order ID, use the filter on the Order History page to search that number. If the exact trade record comes up, the ID is correct.
Next step: When contacting support, attach the Order ID directly in the ticket description, in this format: "Spot order issue – Order ID: 4611875134427365377", and also submit a screenshot of the order details. If the order cannot be found, provide the trade time, trading pair, and approximate amount as supporting information.
