If you sold crypto on OKX P2P, clicked "Paid" and released the coins, but your bank account truly hasn't received the money, you've been tricked with fake payment proof or stalling tactics. The most important thing right now: do not press any "Confirm" or "Release" button again. You already released the crypto—now only an appeal can help you.
A leading global cryptocurrency platform,suitable for both beginners and experienced traders.
New user benefit: 20% off trading fees upon registration!！
Step 1: Leave a written payment reminder in the order chat
You must do this before filing an appeal. If you reverse the order, support will think you didn't try to communicate.
How to do it: Open the OKX App, tap [Trade] → [P2P Trading] → [My Orders], find the sell order, and enter the order details. In the chat window, send a message with exact time and facts. For example: "I released the crypto on [Month/Day] at [HH:MM], but until now no payment has arrived in my bank account. Please check. If there's no progress within 30 minutes, I will file an appeal."
Completion check: The chat log clearly shows you reached out, and the other party either read it or hasn't replied for more than 30 minutes.
Why most people fail here: Many skip this step and appeal right away. When support gets involved, the first thing they do is check if you contacted the buyer. If not, your appeal will be rejected and you'll be told to communicate first and try again.
Step 2: File the appeal from the order details page—not the customer support chat
The appeal button is inside the order page, not in the "Help Center" live chat. Using the wrong entrance means support will redirect you, wasting time.
How to do it: On the order details page, tap the "…" or "More" button in the top right, and select [Appeal] or [Need Help]. If the order is already closed, you can find it under [My Orders] → [Closed] and still start an appeal.
What to write in the appeal: Select the violation type. For this case, choose "Buyer marked as paid but payment not received" or "Provided fake proof". In the description box, tell the story using precise times: when you released the crypto, how much, when the buyer claimed to pay, when you checked your bank, and what the result was. Do not write opinions—only time, action, result.
Completion check: The appeal is submitted, the order status changes to "Appealing", and the system creates a trackable appeal record.
Step 3: Record and submit bank account video evidence as required officially
OKX's evidence review is very strict—screenshots are usually not enough. You need to use another device to film a video showing the following:
Bank app login process: Open your bank app and show the full login process. You can hide the password, but the login must be recorded without cuts.
Account information page: Clearly show your account name and full account number.
Transaction history: Show that within the time period of the order, no incoming payment from the buyer exists.
Video requirements:
Screen recording is not accepted—you must film with another phone.
The background cannot be completely dark or still; there must be moving objects.
Strictly no editing or cutting.
If the app cannot upload the video, check if you've allowed OKX access to your photo album and camera.
High risk warning: In P2P disputes, some buyers pay via third-party methods like WeChat red packets. OKX's risk system may flag such payments as abnormal, causing the funds not to arrive normally. If this happens and you've already released the crypto, you must appeal immediately and explain the abnormal payment method. Otherwise, the platform may decide you willingly gave up recovery.
A leading global cryptocurrency platform,suitable for both beginners and experienced traders.
New user benefit: 20% off trading fees upon registration!！
Step 4: Wait for arbitration and escalate if necessary
After submitting the appeal, the case enters the platform arbitration queue. Support usually checks on-chain and bank-side logs within 2 hours for cross-verification.
If the appeal is successful: Support will rule the buyer's payment invalid. The platform will deduct the equivalent amount from the buyer's account or take risk control measures, and the order status will update to "Completed".
If the appeal is rejected or there is no update for 24 hours: Go to OKX App's [Help Center] → [Contact Live Support], provide your appeal case number and order number, and ask for follow-up.
How to check if it's done: After submitting, go to [P2P] → [Appeal Records] and see the status is "Processing". If there is no status change for 24 hours, provide the appeal case number to live support and request a progress check. The final arbitration result will be notified both via in-app message and email at the same time.
