When you can't upload a screenshot during an OKX P2P appeal, it's probably not a platform server issue, but because the camera or storage permission on your phone is not turned on, or the screenshot itself doesn't meet the format requirements.
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Step 1: Check and Enable App Camera and Storage Permissions
Uploading a screenshot essentially accesses your phone's file system. If permissions are not enabled, the system cannot read any image files. You need to manually check your phone settings:
iPhone: Settings > Privacy & Security > Photos, find OKX App, change permission to "All Photos"; go back and in "Camera" also enable OKX's permission.
Huawei / Honor: Settings > Apps > App Management > OKX > Permissions, set "Storage" and "Camera" to "Allow".
Xiaomi / Redmi: Settings > Apps > Manage Apps > OKX > Permissions, set "Camera" and "Photos & Videos" to "Allow all the time".
vivo: Settings > Apps > App Management > OKX > Permissions, set "Storage" and "Camera" to "Allow".
Completion standard: Confirm that OKX's "Storage" and "Camera" permissions are enabled in your phone settings.
Step 2: Confirm the Screenshot Content Meets the Appeal Requirements
If permissions are enabled and you still can't upload, check whether the screenshot itself has problems. When OKX P2P customer service reviews appeals, they care most about the completeness and authenticity of the evidence chain. Make sure your screenshot includes the following:
Payment proof: The "Transaction Successful" page in your banking app or Alipay/WeChat, showing the payer's name, amount, time, last 4 digits of the bank card number (or transaction ID).
Memo: The note you added when making the payment must match the order number shown in your screenshot.
Never do these: remove watermarks from screenshots, stitch multiple screenshots together with Photoshop (the system can detect pixel differences), or use SMS screenshots instead of banking app screenshots (SMS can be tampered with).
Risk notice: Do not rely on screenshots sent in the order chat window as formal appeal evidence. You must click "Appeal" or "Need Help" in the order details page and use the official upload channel to formally submit the dispute. Additionally, if the buyer used a non-personal account to pay (e.g., they placed the order but the transfer was made by a different person), the platform will determine "transaction subject inconsistency". In this case, screenshots may not be sufficient, and you need to submit an electronic bank receipt for verification.
Step 3: If You Still Can't Upload in the App, Try Resubmitting via the Appeal Page
The path to the appeal page is: P2P Trading > Orders > find the relevant order > click "Need Help" > select the reason for the dispute > upload the payment proof screenshot and fill in remarks > submit the appeal. If you still can't upload from this entry point, it might be a network issue; try switching between Wi-Fi and 4G/5G.
Common Reasons for Failure
Many people send screenshots in the order chat box, thinking customer service can see them. But images in the chat box are not formal appeal evidence; customer service only reviews materials submitted through the appeal channel when handling disputes. Another reason is the screenshot file being too large. It's recommended to use the banking app's or Alipay's "Download Receipt" feature to generate a PDF (accepted formats usually include jpg/png/pdf), and keep the screenshot itself under 5 MB.
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Next Steps
After verifying that permissions and format are correct, re-upload on the appeal page. After submission, you can check the progress in "Appeal Details". Normally, an appeal will have a result within 24 hours; complex cases may take up to 3 days. If there is no feedback after more than 48 hours, it's recommended to contact the in-app online customer service and provide your ticket number to check the progress.
